Any way to contact management? Maybe return email with a link to this thread. One HT figure is surely not worth bad press, losing a 10 year customer, or being a poor retailer in general, especially if nothing is "wrong" with the figure as the email claims.
I only buy things like 1/12 and Transformers from them, was actually looking at the Good Smile Turtle set last night on their site, but never pulled the trigger on any major collectibles preferring SSC directly or getting it from boardies, but have been considering using them more since they've done well on the smaller sale items I've gotten, but honestly, hearing that they can't take care of such a minor matter, definitely makes me not want to buy a $400 statuette set from them and I'll definitely never get a HT from them.