Pick up not happening

I use the Store to door a lot I used the dropbox on the 16th, 2 parcels where sent. The notice said that the pick up would be daily @12pm It was round 12:10 and when I dropped them in, I could hear that there where more parcels My customer is very unhappy because it is 19th and he could not track his parcel When I went to look at the other tracking number, I noticed it had also not been picked up. Worse case it should have been picked up the 17th which clearly it had not been The problem is Aramex just apologizes but nothing gets done You will be losing customers