Do I even *bother* trying to contact their complaint department (if they
even have such a thing)?

--
Repeat after me:
"I am we Todd it. *I am sofa king we Todd it."
To reply, eat the taco.http://www.flickr.com/photos/bbqboyee/

I have found that, almost without exception, that the local ACE
Hardware will fill my hardware needs before HD or Lowe's. And usually
cheaper. The local owner has even ordered a piece of hardware, to fit
my needs, a time or two.

BTW, when I say "local"......we live in a town of 700 in SE Kansas.
The closest HD is 30 miles, closest Lowes is 60 miles. Thank goodness
there are two ACE Hardware stores within 15 miles. We also have three
lumber yards within the 15 to 20 mile range that will outclass and
often outprice the big box stores on a consistent basis. However they
are a little short on tools and such.

RonB