Disgusting Service

I have 2 parcels coming in from Hong Kong. These were posted on an Expedited Postal Service of 7-14 Days. I have tried my best to get an answer from SAPO on the location of these items as we are at 3 weeks now. I sent them an email with all the details cut and pasted> I have sent this email to customer service over the last week three times. NO RESPONSE!! They made a big splash about getting better may I ask where because it isn't on service