Poor service from Aramex

I bought an item at SHEIN, an international online shop, and it was delivered via Aramex Johannesburg, 2 weeks ago. They called me last week to pay customs clearance of which I did, then they said clearance process will take 48hours and then they will send my parcel. After that I didn’t get any update from them. I called them today to ask about my parcel, they said the car that was transporting my parcel was hijacked. No one bothered to update me about that. When I asked for a refund they said they have to investigate the matter first. This is unacceptable. I’m not happy with their service at all. I don’t know if this company is a **** or what. I see a lot of people here are having this problem (parcels always get ****** or lost or courier car being hijacked).