I highly encourage you to go to the Ronnie McD house and speak with the director. Personally every month I donate disposable plates to the Ronnie McD house in my city. I stayed at a Ronnie house in Austin last year when my nephew was in their children's hospital. It's my little way of giving back because I know they need those plates to serve meals to their daily guests.
The other reason I highly encourage you to contact them is that I work in Alzheimer's research. Our organization collects lap-size quilts to give our Alzheimer's patients. I am beholden to the many gracious women who make quilts for us. They trust me that I'm going to give their beautiful quilts to the patients, which we do. If one of my many quilters had a question (like the situation you encountered) I would respond immediately and keep responding until the quilter was satisfied. That is the customer service part of my job and a responsibility I take very seriously. I find it pretty unconscionable that the Ronnie McD house director would ignore you.