I just placed an order before the big blizzards hit New England and my order was 1 day later than expected. I would make 1 more phone call and ask to speak to the owner, if there was some kind of problem she will definately get to the bottom of it and resolve the issue.
I've dealt with them regularly since the 80's and they stand behind their products. They even say if you aren't satisfied for ANY reason they will refund your money. Give it one more try.