I purchased a stock set directly outside of eBay with some non standard colors, basically a combo he did not offer but was original. I also verified the colors to be used so things would be correct. In that case I used the Pantone matching system. Terrific service. High quality.

The business is now I think moving a bit faster, this is a sideline for him. I would bet there is hired help doing most or assisting. If you had a problem I think the way to approach it would be with a business polite inquiry with enough backup, such as images to explain your situation and possible corrective action(s).