There's an old adage; "One bad apple don't spoil the whole bunch". One bad experience after "buying from them for over 50 years" doesn't seem like that bad of a record. Why not just call their customer service and report the incident rather than move to a different supplier and bad mouth them here? They may well appreciate the opportunity to make it right and might have saved you some trouble. But you'll never know now, will you?

It is almost impossible to find and keep competent help anymore. This situation will unfortunately likely become the new normal.

Good luck at your next supplier.