Poor service delivery

I have been waiting for my parcel since the 11th of this month till to date have not received my parcel, to my shocking when I called Aramex Pta the lady was not helpful not apologetic and she just kept on telling me how my parcel has not been scanned as if that is even my problem.. am not happy at all with the service n to think that I still have to wait more days again for my parcel like am so furious right now n very disappointed.