USPS - Post Office - NEW YORK

I mailed a package to be held at this location for pick up. Tracking showed that it was delivered to this branch. However, every time my daughter went to try and pick it up, she was told that they could not find it. They then told her to call USPS, which she did, and was told the same thing. I have done a search request and have tried to file a claim with no luck. I feel like there is no recourse or compensation with USPS. They make it impossible to find a package or get a refund. I do not understand how a package can show that it was delivered to this office, never picked up, but unable to located. Sounds like this location has some untrustworthy employees working here, not to mention the fact how impossible it is to get a refund.