[dwcsr]

I think what may have happened is you got wrong info from one and then again from another and so on which indicates they may be bigger than management can effectively handle or they have new faces that need a bit more training.

Giving too much information too soon that ends up being bad information is as bad as never resolving the issue. The customer is already frustrated by the time he/she calls and then gets what appears to be the runaround. They should have said , I don't know what happened to this order but let me find out. It may take a few days but I'll call you . Then they need to do what they said. You may well have had just one conversation saying it was a mix up and not the other nonsense they gave you and you would still be a customer.