Pathetic service

Pathetic service ever, I made a payment for parcel clearance on the 29th, my package has been out for delivery since last week Thursday. I then received a few emails from the company that I bought the items from stating that I wasn't available for delivery, I have been calling Aramex for the past week and all I get told by the consultants is that they are not the driver but they will check, nobody is taking liability to tell me where my parcel is. I can't be sitting here without any communication. If my parcel gets lost will Aramex reimburse me the R5000 I paid for my package and the 1,1 I paid for clearance?