MAC Cosmetics + Aramex Courier : POOR SERVICE NO COMMUNICATION

I ordered products online on the 26th November at 09h30 am. To date, 6th December 2024 - I have yet to receive the order. The courier partner Aramex's tracking status has been showing 'collected' for the past 5 days. The ETA on a delivery is 2 - 5 days - we are now on 12 days. No communication from the courier or MAC - no email address to reach them, only What's App communication with a bot upon requesting agent the auto-responder (during business hours) is; Thank you, an advisor will review your information you have provided and reply back during our operating hours. This is 10h04 am in the morning? Poor service, poor communication.