Their policy is their policy.
What they fail to grasp is that there is a trail of these incidents happening with their animals. Is it every animal? No but it's enough that anyone researching them is going to have doubts.
Such is the life of a reptile vendor who buys clutches from other people and then flips them. There are inherent risks with this model of business.
Whatever. Almost 2000 people have read this thread. How many of those will be people who will remember this thread and stay away from LLL? They need to make this right. A touchy feely email that infers that Mike can't keep a pet rock alive isn't going to cut it.