Good talk on the phone, but BAD CS! ***RESOLVED***

Recently installed a new SS system.  An entry sensor went bad almost immediately.  
I called SimpliSafe Customer Service (SS CS).  On the phone, paraphrased:

First call 24 hrs after installation...
SS CS: "Sorry about that.  "Unfortunately", an entry sensor has failed.  No problem, I'm putting an order in right now to overnight a replacement."
Me:  "That's good, thanks. I'll watch for it" (leaving town in a couple days)
= I get an email with a return label and instructions to return the old item within 3-5 days.

24 hrs later:
USPS tracking indicates the item hasn't shipped.

Second call...
SS CS: "Sorry, unfortunately, it takes 24 hrs to process, then ship overnight.  Sorry, the last guy should have told you that."
Me:  "OK, I'll watch for the overnight shipment of the replacement."

48 hrs later:
USPS tracking indicates the item still hasn't shipped.

Third call...
SS CS: "USPS says it has not, but I believe it is in transit.  Sorry, I'm not sure why they didn't send it overnight, but unfortunately, it shipped 3-5 business day delivery.  Sorry, the last guy should have told you that. "
Me: "Well, this is the worst possible home security situation.  Unsecured entry point, I'm not home, and there will be a package sitting on my doorstep OVER LABOR DAY WEEKEND!"
SS CS:  "Sorry, unfortunately, it has already shipped, so there is nothing I can do to help you."

Notice how many "Sorry"s and "Unfortunately"s are in this conversation?
At this point, I am not impressed.  It seems SS does a good job of teaching CS to say "Sorry" and "Unfortunately" but works poorly and delivers unreliable info.  How can I believe their monitoring is any better?  I plan to keep it running for now, on the initial 30-day monitoring period,  but (assuming SS monitors this blog), will see what they do to address this situation.

BTW, with 3-5 business day delivery, how could I possibly return the defective unit within 3-5 days???!!!