Any maker will screw up an order from time to time. We have four brands, none of them has a spotless record. Sometimes it's the retailer who puts in the wrong specs. Sometimes the client is unclear or there's a language barrier. Sometimes the office person who writes the production ticket for the factory misses a detail. And somtimes a factory worker just had a bad day. Or the QC person a migraine. Or the courier dropped the parcel from a 4 m ledge. A lot of things can go wrong.
What's important is how the maker and/or retailer deals with the problem. As long as they are willng to correct it I think it's all good.
I couldn't agree more. Everyone can make mistakes, but it is the truly great ones that will make sure to replace or at least fix the mistake.