Customer Service Simply Doesn't Exist Anymore

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We shop at Sam's Club. We put our orders in online and then pick them up curbside. About a year ago they stopped carrying my chocolate protein shakes in the store, so when we order them, they ship them to us FedEx from somewhere. Last week we ordered 4 cases of SlimFast shakes. We received 3 cases of SlimFast and one case of Orbain or some brand we don't use or buy. Hubby went to Sam's Club today to ask for a refund. They said no. They said he couldn't prove he had bought the Orbain. Hubby told them that he DIDN'T buy the Orbain, he had bought and paid for 4 cases of SlimFast and only received 3 cases of SlimFast plus one case of Orbain. The Orbain is more expensive. Hubby asked them to take back the Orbain and either (a) refund him the money he paid for the 4th case of SlimFast; or (2) ship him another case of SlimFast. Sam's Club said no. Hubby asked to speak with a supervisor/manager. Manager said no. Hubby maintained his temper and explained to them how they WERE going to refund his money. They kept arguing that he had no proof of buying the Orbain so they couldn't refund or replace it. It went on and on for 20 minutes. Hubby ended up winning and getting his refund of $21.48. But it shouldn't have been that difficult. Have you noticed that customer service seems to be slipping everywhere?