Always being “off-line”

Today was the 2nd time I went to the Post Office in Brits to collect a parcel. I’ve received a sms on 8 February 2018 to collect a parcel (that I was expecting), but since I’m a Trauma Docter, I don’t always have the time to go and stand in long queues. Today I was off duty and decided to go and try and collect the parcel. After standing in the queue for 45min, the employer at the Post Office told me that I must come back another time; their system is “off-line” (for the 2nd time, the same excuse). I was lucky enough that my personal details were taken so that they can contact me as soon as they’re on line again. And then I must go and get it. What a joke! I can’t just walk away from work whenever I like! It’s unacceptable! Why was there no sign indicating that no one can collect parcels - they would rather you stand there for hours until you get to the front and then tell you. Please help! It’s an item that I ordered and paid for and now this. What’s next? “Sorry, your parcel is missing.”? I need your help.