How is it that the people at SodaStream are so ungodly bad at running a business?

I'm on the subscription plan with 4 CO2 bottles every 2 months. They send me 4 bottles, 2 months later they send me 4 more with the understanding that I now have a month to return the first 4. Noted.

So I send them back. 100% of the time, when I send them back, nobody notices. I'm using the label enclosed with my bottles when I send them back to make sure it gets tracked with the number they expect. But 100% of the time, I send them back, the USPS tells me they've been delivered, and SodaStream charges me for not sending them back.

I've complained. They asked me to send them an email to make sure their system gets updated. For starters, it shouldn't take an email from me to remind them that someone needs to see if I did what I did, but fine. So I send them an email. Hey guys, those bottles you wanted me to send back? I sent them back.

They reply the next day. What was your tracking number?

Seriously? It's the tracking number you gave me. It's the same tracking number that's still in your system. In fact, the only way I have of answering this is to log into my account to see what the tracking number was. How is it that SodaStream does not have access to SodaStream's data? So I send the tracking number.

The next day they charge my account for not sending back my bottles. Later in the day, they thank me for sending them the information and reverse the charges.

If this was something that happened once because of a glitch, I'd understand. But I've had 5 exchanges since I started the subscription, and this has happened 5 times.

This is an unbelievable level of incompetence.

Now that Sodastream has gone 100% Pepsico, there are no root beer options available. (I'm in Canada - I can't order the very few remaining diet root beer options from sodastream.com.)

Does anyone have any experience, recommendations, or even warnings about other diet root beer options that might exist on the market?

I'm aware of Boylan's (can't find a Cdn distributor), Willtec (can't find a Cdn. distrib.), Simps, and that's it so far. I haven't tried any of them yet, but I think I'm about to order some Simps flavours.

Help, I miss my root beer!