Bad Service & Still Waiting

I have received the WORST service from Fedex & it get's no better as each day passes. My sister in law sent a gift from the USA, I had to contact Fedex to find out where the parcel was. I was then told to complete a commercial invoice with ZERO guidance, I mean realistically how does an individual receiving a gift know what to complete? (Thankfully I work within and import/export company). I contacted the call centre to request advice, the lady treated me as though I was "stupid" for not knowing. I then sent off the document's required & received an email back that the parcel would be cleared. I then go another email a week later requested the document's, of which I had 3 day's to submit & then I would start paying storage. I resent everything off as I had already done a week prior & received the same email that the parcel would be cleared. I then received the invoice with numerous charge's, one of which was an "Electrical Entry", I requested a discount on this line specifically as my parcel was a gift for my daughter that I did not request. The response I received was that my documentation did not state gift - lie - it did, I resent the document off to the individual telling me that it did not state Gift. I received a response stating I was in fact correct & she would request a discount from Imports - that was a week ago, I have followed up twice & keep getting told she is waiting on imports. This is incredibly frustrating & I can not believe one place could be so useless!!