Competent employees who do go the extra mile to keep customers happy and if there's a problem they'll explain to customer what happened and what is being done to fix it. Honest and courtesy goes a very long way in any business.
Sorry you got the short end of the stick, Crowman...like what others say chase it up the ladder and demand that they either get your order out or give you your money back with no ifs ands or buts.
Doubt this bitch was the manager...Sounds like some customer service phone rep talking a mile a minute and speeding her face off on her morning fix ....