[dparm]

There will always be screw-ups and mistakes -- it's still a company run by human beings. ECS is huge, as you mentioned, so even if 0.5% of their orders have some sort of issue, that's still a sizable number. Sorry to hear it happened to you.

I would really suggest you reach out to a supervisor or someone with authority there and calmly explain the issue, and provide the photos. It's not good business for them to tick off customers and make you turn to the competition. If they don't know about problems like this, they can't fix them. Why not give them the benefit of the doubt?