Wow that has happened to me with cakes ordered.
Hope the company resolves this issue. Reach out to their customer service headquarters.
American Express is almost always very good with charge disputes.
Try contacting their headquarters and search online on how to get the best customer service live human being on the phone for you valid dispute.
I cannot believe they would be so petty over a death. Id try calling someone higher up on the totem pole and defo a supervisor.
They might have a policy In place but I agree they should have let you carry on with your order inside.
