Marlboro Red - not menthol

Please can you explain what is happening with Marlboro Red- lately out of every box I have , there is a minimum of 3 cigarettes that have no popper ball in it. I only smoke menthol and currently have 3 boxes of cigarettes that have no poppers. I have contacted the Cape Town branch and have now been waiting almost two weeks for replacement boxes - this is unacceptable - I keep being told the shipping is down so Paul will contact me when that is working - surely I am not the only one with this issue - will someone actually take this serious