What is it about the plant shop Rush Industries that they cannot get it together? How can they stay in business if they do not deliver what they promise?

I purchased Royal Empress Trees from them in the spring of 2005. The arrived and then died. When I followed the return process [after several phone calls to make sure I was doing it correctly] the returned product apparently never showed up to where it was supposed to be [I believe I was told it was not sent to the correct address]. After many long distance phone calls they email they will ship a new set of trees out. In their words –

“Please be advised that a reshipment has been requested for you. The reshipment is at no additional cost. We apologize for the delay and we thank you for your order.