Not sure how far you want to take it, but why do they get to decide that was worth 10%? They have already admitted you didn't get full value of what you paid for. If you paid by credit card, you may want to dispute the charge. Keep the description of the issue generic (in other words, leave out your message) and let Hickory explain it if they want to. Just say they failed to deliver what was requested and ruined the value of the gift, which you described perfectly in your post.
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Great idea. I took a fast look at his Twitter feed (I know, apologies), and he also appears to be establishing an account on GETTR.
If we're watching a movie, I'd cast Brock Lesnar as Rep. Nehls.