The last time I tried to do that, they wouldn't do it. They just said "sorry, sometimes we don't get stuff out in time". It's getting to the point I'm about to

The last time I tried to do that, they wouldn't do it. They just said "sorry, sometimes we don't get stuff out in time". It's getting to the point I'm about to cancel - they are late more often than not, and customer service responses are really poor.