i think we've all had problems now and then with online orders.
i ordered fabric from an ebay dealer recently and when it came i could smell smoke as soon as i opened the package. also, the postage was a full $1.75 less than i was charged. this was a home business, so there was no minimum shipping cost. i immediately messaged her and her attitude was 'i never claimed my home was smoke free'. and 'i misjudged how much it would weigh'. but she did send a check for the difference in shipping and a letter of apology for the stinky fabric.
i think you should send a hard-copy letter of explanation and complaint, describing your disappointment at the quality of the items and the manner of service. tell her the steps you have taken to remedy the situation and what the result so far have been. stay calm. don't get angry, even though you should be. you get further with a reasonable letter than a phone call when she is busy and cranky.
keep us informed.