Larry-

I really don't understand this sort of business practice, so I'm with you on this one too. It may have been OK (or safe, at least) 30 years ago to handle things like this, but I know word-of-mouth travels very fast these days. How many now, based upon your experience with a $50 item, will no longer send hundred's of dollars to this business? I think they may soon find out.

I know, considering I manage customer service, that some customers expect the world to stop for them, and sometimes I have to be pretty firm on policy, but I will never be accused of being unreasonable. This is a pretty clear case of an "oops" on their part - not you trying to get the upper hand. I would have bent the rules and slept well afterward.