You need to tell them. If they are on Facebook, like their page and tell them there.

I have not purchased from them but had a similar experience with Ballard Design. After buying many things from them over the years, I'm done.

Same here, in regards to The Company Store.

And here from West Elm.

Not quite customer service, but I sent a housewarming gift from Wisteria and the recipient had to return because the "matching set" didn't match. Disappointing for both of us.