A while back I got grief from a FedEx employee when I was shipping a gun to the manufacturer for repair. The employee was claiming that I had to remove the firing pin prior to shipping. She called up another FedEx employee who said the same thing.
I sent a letter to the FedEx CEO, politely explaining what happened, that it was contrary to FedEx policy, and that they were not living up to the high standards of customer service that I've come to expect from FedEx. I received a written apology from FedEx, acknowledging that the employee was wrong, and they reversed the charges on my credit card, so the shipment was free.
In any large organization with tens of thousands poorly paid employees, you will run into a fair share of dolts. If you tell management about it, then they can fix the problem.