Useless Parcel Services

I've been trying to get a health supplement for my cat with Chronic Renal Failure through customs for more than 2 weeks now. The problem is with the CSD agent at UPS as well as their complete lack of customer support. The agent does not respond to my emails and she does not answer her phone. The only way to obtain feedback is to call customer service (or rather what passes for customer service), who then calls the agent (they always reach her) and then they simply tell me that she will respond shortly. Then she sends one email. Wash, rinse, repeat. At this point I'm on the verge of doing her job for her, because she can't be bothered to sort out issues with Customs. Hence the name change :(