Business ProfileforWelp Hatchery

We placed an order with **** on September 12th for 23 hens and 2 roosters. Of the total 25 chicks received, two died - leaving 23 chicks - only 10 of which were hens. Of course, we didn't realize how many roosters we had received until they were grown and the difference was obvious. There was constant fighting in the coop and obviously not even the ten were laying eggs with the upheaval. I called **** on February 23rd about the issue. By a very rude "customer service rep", I was told I needed to send an email with pictures - which I did. The response insinuated we were lying and asked for a picture with all of the roosters together in one picture, which we could not provide. My husband called the hatchery and again received the same rude customer service and asked to speak to a manager. We asked for them to ship us the 11 (assuming the ones that died were truly hens - which who knows) hens that we were missing. The manager told us the only way they could ship us the missing hens would be for us to order 14 more so that 25 chicks (minimum order) would be in the box to keep each other warm during transit. We didn't want to spend more money with them and asked the manager to just send the 25 on their dime since it was their error - which he wouldn't do. So we asked for a refund for the 11 not received. We were told that would be processed that day. I called again on March 6th and was told the refund was being processed that day. It is March 17th and there has still not been a refund. We have done business with **** several times over the years and have never complained. Just as a side note, we were charged for the cocci spray for a total of 27 birds as well - if you will look at the invoice - which doesn't match. We would like for them to ship us 25 HENS (since that is their minimum order for chicks to have the warmth to arrive safely) with the cocci spray at no cost to us.