Always a story ,pathetic

Tuesday when the delivery the container that had the screen protector inside was empty and thre was no screen protector. I asked for an exchange it has been approved and sorted and now they want to deliver and the delivery person asks me why don't I still have the original brown box that came with the delivery he can't give me the replacement and take the empty screen protector box with him they need the brown box. I had a back operation I can't walk up and down the whole time to get proof that I ordered it and stand there so 15 for him to call head office. There is always a issue with you guys seriously. Your service is getting very pathetic.