"Problem with collection of orthotics insoles"

I had a card from Orthotics to tell me some insoles were ready for collection. It came from the Orthotics department and said "please call monday to friday 9-17.00 pm". I called in yesterday to collect them and asked at the nearby reception desk where I could collect them. The receptionist there said they had no idea! I was told that the secretary in orthotics had not been there that day. I asked when the secretary would be there and was told they had no idea! She seemed to have no intention of helping, even though I showed her the card with the times on it.

I stopped at main reception and asked the same question and they had the insoles there. Is it not possible for the first reception to be a little bit more helpful? Had I been older and perhaps not in full health I would have gone all the way home and come back again, hoping someone would be there to help.

If the reception are not prepared to help, then why are they there? I just could not believe how unhelpful this receptionist was. By the way I have no complaint with the Orthotic's people I dealt with.