TimJan lack of delivery

I am extremely disappointed with the level of customer service I have received from this company. After ordering 20 bottles and advising that I need product prior to my flight 2 weeks before, they failed to deliver my order. The feedback was that their driver had dropped a parcel at a garage as opposed to an Aramex counter and it has been a week with no accountability. I cannot believe that I am now being asked if I can collect my parcel from a warehouse in Kempton Park prior to my flight!!! I expected their sales agent to escalate it to a manager as the level of lack of customer service and accountability is shocking. Why should a client run around to fetch more product after TimJan misplaced the parcel??? Also, there website has NO CEO details or complaints procedure which means you have to deal with the party who failed to action your complaint.