Like Crankin, I've never had anything but great service from Terry, even to the extent of their calling me when things I've ordered either weren't available or were backordered. So it surprises me, and not in a good way, to hear about your situation.

You did the right thing--they (and all retail companies) need to hear when they're not providing satisfactory customer service, so they know there's something they need to do better.

Hope you get your saddle soon!