went to collect, parcel was not there

I received an email from one of the Post Office workers and i was told that my package had arrived on the 19th of January and i must go to the Benmore branch to collect it. When i arrived, after waiting in line for 2 hours, i was told that they have not received the package.

The lady at Benmore was extremely helpful and offered to contact me when it arrived. However i am most disgusted with the actual service of the customer care office, they never answer their phones and promise that something has arrived without confirming that it actually has.