Really annoyed customer

I had recently sent in my Ps4 for repairs which is not even a year old. I was told that my console with my 2 remotes will take up to 21 working days to get back. I had revived my Ps4 back before the 21 working days was up however when I recieved my unit back it was not in the original box that it was handed in with. When questioned they showed me via a serial number that it was my unit and that sometimes they change the boxes. When I took my unit home to connect it back I find out that my original remote was not in my box. I have been calling and calling and it's now 3 weeks since there has been back and forth calls with regards to my missing ORIGINAL controller. First I was told they need to submit a query with the supplier then they were closing their store so the manager was not going to be there and at a different location. They the person in charge is on leave then they submitted to someone else who will give them feedback. Today I recieved a call to tell me that they will be replacing the controller but not with my ORIGINAL controller but with a normal controller. Brand new but not the black original controller. When I stated I want my black original controller I was told that they do not have stock and I now need to wait. How is it my fault that the incompetence of them now falls on me for them loosing my controller. I find this totally unacceptable. Firstly to have a unit which is not even a year old the secondary remote never worked from day of purchase and I still let it be now to be given the run around because people cannot do their job and misplace or loose customers belongings.