Black Friday Basket Disappearing & Bad Everything

NetFlorist's site was very slow on Black Friday, obviously struggling with volumes. After forever I managed to add 11 items to my basket, all personalized gifts for Christmas.<br> I continued to check out and then I got an 'Oops' message - and my basket just disappeared! An e-mail address for support was given and I immediately sent a mail to support.<br> On Monday the response from Devin was that it may have been a connection error (can you think of anything more patronizing - I have been working in IT for many years) and I should try again. I responded by saying that these were Black Friday items and I cannot try again. <br> The response was basically sorry for you and next time phone - don't send a mail.<br> Why is it acceptable to you to treat your customers like this?