r/StoneyCloverLane

I’m new to SCL, but this year I’ve ordered from them 4 separate times. Last order was a single patch that is now stuck with FedEx. When I emailed their reps, I got passive aggressive notes about filing a claim with route. I didn’t even realize they were tacking on this illegal fee?
Is it normal to have a bad experience with SCL customer service? I really love the patches and other items I’ve bought this year but my interactions with a rep and their alleged manager are making me want to puke.