Still havent received my parcel

Had a birthday gift delivered to me via express delivery from Japan. The gift arrived 10 days ago with no contact from EMS. According to the online tracking, it is being held by customs. Why is there no contact made to customers that are waiting for their parcels? Why doesnt any answer their phones at the call centres when people try to enquire? Why is a normal dress being detained at customs? What are they doing with the dress? Whats the point of paying extra for express delivery when items are going to be detained indefinitely? Will definitely be other courier companies in future.