Shocking service

Highly disappointed with the service I have received thus far! My order has been sitting at Aramex Customs Clearance for over a week now with NO UPDATES. If I did not phone (and sit on the line for nearly 10 minutes before it was answered), I would never have known there was even a delay. I was told it was escalated and that I would be sent my invoice shortly. This was 24 hours ago and I have received NO further communication despite me emailing to find out what is happening! I cannot actually believe it. Please do yourself a favor and find another courier service to use! I will never be using Aramex again!