I recently had an experience like the op here, except I was the shipper. Indeed it got nasty, and the original net result was a $900 loss for me
The issue was in FedEx shipping, and hours of incorrect information from employees.
I finally wrote to the owner, Mr. Fields, of FedEx, and received a call from his secretary in 15 minutes. and she resolved in 2 days, what took months of failure.
I still have one open from France for 3 months
The point being it happens and is happening more often now.
No reason for rudeness on any side.
Does anyone care? Not really in today's rhetoric,
until it happens to you.
Empathy is a good thing.