tendency of packaging missing item on one's order

everytime when i order food, there is a missing item, it happened for the third time now if i am not mistaken , and when i report it i have to go extra miles to get assistance, last time Mr D refunded me, however now i told them i dont want refund i want the item, i had to buy airtime call the shop explain what happened, the lady who assisted me said she will get back to me twice, after two hours i had to call the shop again and i was told they were looking at the camera and the people who work at the back said the y did include that missing item i told the lady that they can even send a driver with a camera to check whether my package had that missing item or not, i am not happy at all. finally i got the missing item after two hours