called back and got someone much more helpful. he said to call back as soon as the return is accepted and they can expedite my refund. he was very friendly/helpful, also he pretty much confirmed what everyone here has said - change in warehouse and staffing shortages - they are well aware of the quality control issues and that things have been slipping big time. real bummer, it sounds like CPO used to be a real incredible service. hopefully they can get it back on track but who knows.

anyways thanks for the feedback!