Wow, sorry to hear about your situation. It seems to me that when shops get a lot of customers and words spreads out about them, they grow a big head. This place has a waiting list, so I would expect them to be cocky. But if they have been doing business as long as it seems they have, it should be second nature to follow up with your customers.

I would talk to them about it, and tell them how unsatisfactory your experience has been. Some incentives would be nice. The least they could do is throw you a fucking bone.