UPS complaint: Atrocious service and collection point mostly at fault

I arranged for my parcel 1ZY68A626877034712 to be delivered to Top Shop in Doncaster as I knew with work I wouldn’t be home. Sunday 30/7/23 I went to top shop to collect my parcel for my sons birthday today 1/8. I hadn’t received any notification of when it was delivered to them until I tracked it on 30/7. I get to the shop and they would not release the parcel as their scanner said they could not release the parcel and that I was to phone UPS. This I did at 0815 on 31/7. They said they would escalate the issue and someone would ring me back in an hour. No phone call received so at 1600 I phone again and again I was told that someone would ring me back and still I have received no phone call.
Today I went back to the Top shop collection point to demand my parcel as it is for my sons birthday today. The idiot in the shop showed me an email to say they could release the parcel but the moron had already sent it back to ups. Now I have no parcel no idea of delivery and a very upset son. So again I have telephone and spoke to Brel on the customer service line and again told they would escalate it. I have little hope of a reply and I am totally disgusted with the service and especially that of the collection point who clearly do not know what they are doing and should not have that facility at their shop

As a result I have no option but to go out and buy my son something else for him to open and at extra cost to what I was going to. I have traveled back and forth and spent over two hours trying to deal with this. I am furious and now out of pocket because of your and the shops inability to complete a simple task of delivering a parcel!!