Maybe because there aren't many other quilt stores to shop at, they have forgotten that the customer is always right. If a mistake is made, it should be remedied in the customer's favor every time. If you go the fabshophop.com on line you can find a list of over 150 quilt store online. I have done business with some and have only had good experiences. I have done the online shop hop and won $10 gift certificates twice.