Return labels

Why does it take 3x, yes three times, to get CS to email a return label for an item??? I talked twice last week to CS reps who assured me my return label would arrive in at least 4 hours, then 2 hours. No such thing happened. Today I spoke to a third rep and I’ll be darned if a label didn’t arrive within 15 minutes and is on the pkg. already. But WHY did it take 3 calls to happen????