Onverwacht post office

My wife went to pick up het parcel. The people behind the counters did not help her although she was the only customer in the post office. After a while one of the workers asked her what she want. She told him and he gave her a pack of about 50-80 papers saying she must look for it herself. They did not want to help her. The branch manager came also out and said she can do nothing about it. Worst service ever