Man, good luck. There is so much pressure on small businesses these days to be perfect, any little slip-up and they get publicly slammed. The old ideal of customer service is so hard to achieve these days. When you have to compete with box stores on price, but your customers are coming to you because they know they get jack for service at box stores, its hard to keep everything in line. Doing the job right often means charging more (customers shop elsewhere), or hiring more staff (you go broke and can't pay yourself). I suggest contacting them, being patient, and trying to understand the big picture.