[quote name='B:L']I call bull on this.
We're giving them OUR money for THEIR product. It IS "their fault" if customer service fails to keep the customer happy. That's the point of customer service in the first place.
This isn't a case of "the customer is always right" (because that's wrong), but what is with the fear of "creating issues"? Things happen, people change their minds, it's the cost of doing business. That's why there's receipts and return policies, but it's much easier for the customer if customer service representatives can prevent and fix these issues in the first place. In Owen's case, it looks like they created the issue.[/quote]
For your issue, they probably thought they were doing you a favor by accelerating the normally lax shipping process to try and get you your order faster. Unfortunately, you wanted it to be slow so you could change it, which, defeated their best intentions. Rightstuf order statuses only change during nightly rollover, so what probably happened is that it went into processing status sometime during the weekend (maybe even Sunday night/early Monday morning), and that's an instance where fast speed was bad.
Regarding your CS issue, he could have been having a bad day, or may have just taken a particularly exhausting call right before yours. It doesn't excuse his actions, but if you've ever had to do any sort of CS on a job, you should know that it's nearly impossible to smile, nod, and remain happy the entire day (if you can, then congrats, as you're one of the rare few). If it was my order and I really wanted to change it, I would have called back, got routed to a different CS person, explained my situation, and they might have been more accomodating. One bad person might tarnish the company's reputation, but it doesn't mean that the entire company is bad.
In Owen's case, it looks like a miscommunication between CS and shipping. CS probably went to leave a note to keep them separate, but shipping either didn't see it or was already packing the shipment, which is why it unfolded as it did. Nearly all major online retailers combine shipments that have free shipping, as not all people who place multiple orders care if their packages are shipped in one order or not. If you've ever followed any major sales threads here, you can see many instances where people place chain orders, simply because they felt like buying something now which they didn't feel like buying a few minutes/hours/days ago. In rightstuf's case, you can leave them a note to keep shipments separate, and except in extenuating circumstances, they'll honor that request.
Not saying that they were in the right, and you were in the wrong. Just trying to say that they aren't intentionally trying to hurt the customer, even though it seems to appear that way.