Bed Bath & Beyond review: Set of 3 20 pack real spun glass hanging icicle ornaments

I bought sets of glass Christmas tree icicles. 3 individual icicles arrived broken. I spoke with a very nice, professional agent on the phone, and she put in my request for THREE replacement icicles.

I just received this:

"Thank you for shopping with Bed Bath & Beyond. We are following up in response to your recent request for parts for item Set of 3 20 pack Real Spun Glass Hanging Icicle Ornaments - N/A. Unfortunately, we are not able to send you replacement parts at this time. We understand this news may be disappointing however; we would still like to make it right. We have initiated a return for your original item, and we will issue you a full refund as soon as we receive it. (etc, etc...)"

Why, AT CHRISTMASTIME, should I return the GOOD icicles, and for a refund? I spent a long time on the internet looking for the right icicles. So I should just give up on having the other 57 icicles in this set because they can't replace the broken ones? (They were packed poorly. I explained how they might have been better packed, but I doubt it will make it to the people packing them.) Why can't they just let me SEND A PHOTO like I wanted to in the first place, and refund the amount of icicles broken? It's not MY fault they weren't packed right. If I don't return them, I'm supposed to just eat the cost of the broken icicles?

I gave the "reborn" Bed, Bath & Beyond a try, but I doubt I'll do that again.

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