Meh I think it was handled poorly. You need to understand though that Staff can't magically fix everything and that it is never their responsibility nor are they reliable. In the t.o.s I believe everyone agrees that you do business here on your own.
However I believe this could've been handled differently.
What would you have done?
And furthermore, why is it always that when something is done a little less better than usual, people jump on their horses but I never see a thank you thread for all the work that has been done.
Don't give me the "they are staff out of free will" argument though.
Happy to listen to your response on how you would've handled it.