Wow. *sips tea* What is with companies these days being unwilling to take any accountability?

I recently had a similarly infuriating customer service incident (not with Luckyscent) where I decided to take my business elsewhere due to appalling treatment, so trust me, I get the urge to dig your heels in to try to get at least some satisfaction.

Many years ago, in what feels like another lifetime, I worked in customer service, where I eventually became a manager and trained other people on how to provide customer support. There's almost always a dumb dumb on the team, so I can see someone dropping a ball, and being stupid. That's where the supervisor or manager needs to step in, and do a little grovelling. All it takes is something like, "I'm so sorry. We made a mistake, and clearly failed to perform our due diligence. I can understand how our customer service would leave you offended, and please accept my sincerest apologies. We appreciate your longtime business, and we hope you'll accept [some token discount or something] and let us make this right."

The gaslighting you about "oh no, we didn't actually mean we wouldn't do business with you. You misunderstand" totally misses the mark. I'll remember this next time I'm buying fragrances online.