Pathetic service

I placed two ordered on Shein(online clothing website) and they use Aramex. I received a call from Cynthia who works for Aramex asking for Proof of Payments and telling me what was i they have received and they order she confirmed was not what I had ordered there was a missing item. I received a message a day later from Sifiso also from Aramex asking from My ID no /Import code. All this is so weird, I just wanna receive my parcel already its been in Joburg since last month according to the Track. I've been calling the head office number but haven't been doing through to a consultant. I'm not happy at all. Their service is pathetic