Anyone who does business with mail order (or internet) firms on a regular basis eventually is going to encounter a problem. These guys survive on volume, and when you are pushing volume, mistakes happen. Deal with it.
That's one of the corollaries of Murphy's Law. (There was another Irish philosopher named O'Toole who's most famous pronouncement was that Murphy was an optimist.)
Two examples, both involving Freestyle. Case 1: I purchased a NEW Saunders V-track easel for my wife to give me for Christmas. When I opened the box on Christmas morning, it sensed that something wasn't just right about it - and when I turned it over and saw that the previous owner had written her name on it with a Sharpie, I realized that it wasn't new merchandise. I sent Freestyle an e-mail on Christmas day, and called them the next day. Within a week I had a new easel and a return shipment label to ship the "used" easel back to them. Very prompt and professional.
Case 2: many years ago I bought several 50 sheet boxes of 8x10 "Germany's finest" matte surface paper (for hand coloring) - actually made by Orwo in the former East Germany. When I opened one of the boxes, I found that it apparently had been cut from the edge of the roll, and every sheet had a 1/2" strip down one side where there was no emulsion. Several months later, while on the phone with Freestyle to place another order (including another box of the Orwo paper - great stuff!). I mentioned to the sales guy what had happened, and he offered to take back what was left of the defective box and refund the purchase price. While the offer reflected the professionalism and integrity that makes me comfortable doing business with them, I chose to not take him up on the offer since I had found a way to work around the "quirk".
In my book, the critical factor is not whether a problem occurs, but rather how the merchant deals with it.