Bad customer service

On the 30th November 2023 I sent a parcel to Postnet Station Square PTA. The parcel had 2 items of which one of them was fragile. 4days after sending upon tracking for shipment on the online tracker it showed that it is still in Canal walk. I then sent an email, the response was the item was damaged please advise on way forward. Could CW not have sent a courtesy call and notify me of this instead of waiting for me to contact them. Is that not proper customer service? I advised them to send the item that is not damaged and provided which Postnet to use. Today is the 9th Dec and sender had still not received the parcel. Please note that I sent early for a birthday that is on the 10th Dec. When I track it online it shows last updated on the 5th Dec. This is unacceptable for a company that prides in 2-3 days delivery. It is now exactly 9days. It was Aramex that advised that the parcel was damaged ***. I need this parcel to be delivered today. This is ridiculous.