A blogger took my review and contacted the owners. He "urged me to seek restitution" for this unacceptable experience and contacted Todd himself because he is a customer himself and knew the owners. I ended up being forwarded an email from the store to the blogger...
Subject: There are occasional bumps in the road
"Thank you for the message and I hope you have a wonderful holiday.
Obviously, I try to do everything to make the customer as happy as I can. I would like to make amends with the customer as because I take all comments negative or positive very seriously. "
While well aware of the situation... and this response above. The company has never attempted to remedy the situation or contacted me again.