Very poor service

I have purchased my daughter's Xmas present on December 11th via Amazon and Aramex is the the carrier. The goods took so long to arrive in SA but as per their app, the good finally arrived on Friday 27th at 04:32 PM at Aramex Linbro Park but until today they still do not deliver it. I called the call center they are telling me a different story that the parcel is still at the custom. When I called back later on and again this morning no answer, just the hold music for more than 10 minutes and the call dropped. I am so disappointed and I would have preferred to use another courier service as they do not care about customers, they don't even respond to emails.