I ordered from them several years ago. The plants were beautiful, well packaged and the service good. I've noticed that the mail is very slow during this pandemic. Priority mail is taking 7-8 days to arrive here! Two local nurseries have told me that they've never had so many customers. People are staying home and have time to garden. But, if I understand correctly, your problem isn't the mail. It's the lack of communication? I like the places that keep your credit card # and charge when it's shipped.
If it doesn't get corrected, check out Hollywood Bob or Northern Grown Perennials. They both send beautiful plants.