Personalization gone wrong

I ordered a personalized door mat. The wording was to read "The Dale Family", I received my order today and it says, "The Dales Family". When I contacted Thabelo at NetFlorist, he claimed that their production team "add an s after the surname by default". There is no indication of such on the website and given that I ordered a mat with Dale, and I had to confirm the personalization, I believe I warrant a refund. However, it's a bigger issue. Grammatically, to add an s is incorrect. Whilst I agree that more than one Dale lives in the house, they are only one family. Despite my objections, they won't budge. The Christmas present is now ruined too, and the recipients leave for their holidays tomorrow.