Spree fails to deliver

I recently ordered a few items on Spree (and therefore qualified for free delivery). Today I get an email saying that one of my items has unfortunately not been delivered, and that I will get refunded via store credit. My first issue is that no reason was given as to why delivery of this one item cannot be made. Nonetheless, I go back onto the app and try and re-order this same item, and it allows me to add it to my cart! I then called Spree customer support to find out why my item wasn't delivered initially, seeing as I am infact still able to add it to my cart - the response I received is that they probably hadn't performed the quality check in time - my question is why should I now be penalised?? (the item is less than R350 so I now no longer qualify for free shipping). I should still be given free shipping for this item, because it wasn't my fault for it not being delivered in the first place. The fact that you're merging with Superbalist should not impact the quality of service you're giving to existing clients!