Tarmark Couriers - Maybe thing again before using them to courier products

We requested Tarmark Couriers to collect items for us in Abu Dhabi and deliver them to Pretoria. We requested this in July 2022. Sent them proof of payment, promised to deliver in September 2022 and then eventually told us our package is somewhere in Singapore and now they have lost our package.... we have been struggling to get a refund and they are dodging all emails and not giving us any feedback.