I certainly can understand Mary's heartfelt statements; I have felt that way many times over the years about various incidents not dissimilar to the way she was treated. The actions of those who are in positions of authority, like the one that treated Mary so badly, are intended to bring a recompense that successfully allows the challenges we face to close with a positive outcome. Part of that recompense should be promises of not letting the original offenses occur again. Properly used by the management infrastructure those experiences should become a mechanism used to improve the company’s customer service and, ultimately, the bottom line.
This clearly does not seem to be the case. Mary, I feel that you should have been offered, to start with, an apology. That should have been followed with a question from the company concerning your perception of what would be needed to make the situation “right.” An appropriate response, in my opinion, would be [for you] to ask for a discount or perhaps free shipping. At that point the company should honor that request and send your item [to the correct address]. Furthermore, to ensure superior performance on the part of the company, they should include with your shipment a discount coupon for your next purchase [should there be one] and a written letter of apology as follow-up.
But we are all human. It could be that the service representative that so thoroughly disgusted you was simply have a miserable day; hurting people tend to hurt people. Understanding this does not excuse the offense.
But Mary, you also have an option, if not a responsibility, to contact the company and fully communicate the seemingly apparent offense from your perspective. This should be done in a non-offensive manner so as not to duplicate the company’s offense to you. When you do this, you allow the bitterness and resentment in you to recede by expressing your hurt through the right channels and, hopefully, obtain complete resolution.