I too was affected by this, I went to visit them in person. This isn't as you say an excuse or sob story.
This is a genuine issue, I have since received a full refund.
Might I suggest that Taniya C maybe finds out the facts before commencing on a witch hunt / personal crusade.
I would certainly be more diplomatic than to name them and brand them as thieves and liars.
I seriously doubt that this helps the situation at all.