This is a very good letter and I do think you are owed at least an apology and not just an excuse. I'm glad you finally got it and were happy with the purchase. Sounds like the type of place you have to order way before you actually need them, with discounted shipping and just wait. I don't think they refund shipping if they aren't the shipper themselves since shipping is paid somewhere else but they didn't honor the ASAP that they took the money for.