Star Track Express, Mobile Service

We had a box coming up from Fairfield Sydney and the carrier that was used was Star Track Express. Our box never arrived when it was suppose to. I found out that they had onforwarded it with another carrier, but they never checked to see if it had arrived. I rang them and spoke to a customer rep, but my complaint has never been followed up as I have heard nothing from them. I will now have to write a letter to them and ask why all of this has happened.