An update on my situation:
I had opened a case through PayPal yesterday requesting a refund and it was resolved today. Apparently the wife was sick and the husband taking over. The fabric I selected had defects every couple of feet throughout the length and he was trying to get more from the manufacturer.
I'm glad he took care of it promptly once PayPal got involved. Although, I think it would have been better from a customer service perspective if he responded to my email and let me know what the situation was. I don't mind waiting as long as there is a valid reason. But the lack of communication can send the wrong message.
I am thankful for the quick resolution and hope his wife's health improves soon.