Pathetic Repairs Services

We have always been loyal customers of Samsung and would recommend their products to anyone. But unfortunately, their after-sales service is slightly pathetic, and we feel pretty let down. My husband's Galaxy Buds (which are less than a year old) had started to malfunction. The right bud's volume became constantly low, so we booked them in at Samsung Tygervalley's repairs and service department on the 15th of February 2020. We were given a copy of a Customer Care Pre-Registration form that we had filled in there. Nothing further was said of this form and I filed it when we got home. On the 18th my husband received a job card email from WeFix in Canal Walk confirming his buds were there to be repaired. Quite sad that Samsung sends their devices to a third party and don't have their own technicians who are able (or correctly trained?) to fix their devices, but anyways. On the 21st he received an email stating that the buds were ready for collection. So he phoned Samsung to inquire if he would have to go through himself to collect them, which would be bad service, as we obviously took the buds to Tygervalley, it being the closest repairs office to us. The person on the line asked whether he would like them to be sent to Tygervalley to be collected there, to which he rep**** 'yes'. On the 29th of February (please note: a whole 8 days later!) someone from Samsung's head office phoned him to ask whether he had received any feedback regarding the collection of his buds, to which he rep**** 'no'. The lady on the line informed him that they were actually already ready for collection at Tygervalley. A few minutes later, someone from the Tygervalley branch informed my husband that his buds were ready for collection. So we went through later that day to have them collected. The one sales person told us that the repairs clerk was not there but that they would get someone to help. As we were waiting, the salesperson asked whether my husband brought his registration form, so we rep**** no, because no one mentioned that we had to and my husband asked whether he couldn't just provide his ID as proof, to which the person rep**** that it "should be fine". We waited some more, and then said that we would rather just go fetch the documents and come back another time. We went back to the store the following day (3rd of March) with the documents and then a different salesperson to the previous day said that the repairs clerk is not there, so we are unable to collect the buds. My goodness Samsung, how innovative are you that you still work with papers and documents, and that we are unable to collect something, just because 1 person is not there, especially after all the waiting and no communication from the repairs department, it really has been a below-par experience.