Purolator

We received phone call yesterday that our work computer is arriving. We live in a high rise apartment so we asked if the delivery guy could wait for a minute or two for us to get downstairs and sign the package. The guy said he can't wait and he left. He left a slip saying the package will be available for pickup today at 1pm at their office. So we took time off work today to get the package since we need the computer immediately for work. We arrived at 3:30pm and the staff at purolator said the package was not ready for pickup, and that they use third party agents for delivery and they can't get a hold on them. We tracked online and all we see is that the shipment had a failed attempt for delivery and now the estimated delivery date is unavailable. No information on where our package is. We asked for the phone number of whoever has our package so we can arrange a delivery but the staff said they don't have it. But later they said they could leave the delivery people a note with delivery date. So now they are able to communicate with the delivery guy? We suggested if they could leave our phone number in the notes so we can contact the delivery guy directly. All of a sudden a guy named Dormer came in and yelled at us, asking us to leave so they could serve other customers. Are we not customers? Or is it because we are asians and our matters are not as important? I don't want to jump to the racism conclusion yet but our concerns were not addressed, and the service we receive could be so much better. I really hope to hear more than "I don't know" or "you just need to wait". The goal is to find a solution, not to simply file a complaint online, as Dormer suggested us to do. I am absolutely disappointed with how we were treated today, and if this remains unresolved, I will not stop until I get a satisfying solution.