thats good that they understand.
ohyes, i would probably do the same thing.. its good that they emailed you first to see how you would correct the problem.
i have some fleece covered fn shelves and some fleece hammocks.. some chins will sleep in fleece houses, hammocks and some wont. they are all dfiferent.
summer
email them, they will refund your money. they are super good. i know they really care about their customers. could be they probably didnt know this is happening. i emailed once about something and had no problem at all getting a refund and they were really apologetic
summer
oh thats not good. ok then what was said about the crate is correct, she doesnt need training, she just cant hold it.. what about those doggie diapers? they work good.