Feedback on item restore experience

[Besame]

I accidently purchased the wrong Twine to buy my Crypt gear piece for 3k sack of nuts. I ended up with the Shadow twine instead. I sent in a GM request. After 3 days and several GM msgs when offline, I was told to delete the twine and they would get back to me. The next day, a GM comes on and says they are sorry it took so long and I have to get rid of over 800 nuts to get the 3k back. Then he/she says this is a 1x lifetime deal for replacement. Now, they did not tell me in the previous msgs that I would lose the nuts, I figured since they told me to delete the item, the right item would be forwarded via mail in game. I did not like this deal so I just cancelled the whole thing, he said fine and have a wonderful day. Well, I did not have a wonderful day. He mailed me the shadow twine the next night so why could he not mail me the crypt twine so I did not lose nuts? I have been playing 5 years, am 71 yrs old and this is my first call for help like this. There has to be a better way.