Answer: Rocky Mountain Film Labs should have quickly acknowledged your emails and calls and sent you a receipt for your film. And, obviously, it should have processed your film when it said it would, instead of holding on to it for almost three years. But you don’t really need me to tell you that, do you?
The next time you have a special order like this, I would suggest contacting the business immediately before you send your order. Make a note of the person you’re talking to, and make sure you have a way of reaching that person by email or phone after you’ve sent your order.
Businesses often have a set of double standards when it comes to service. For example, they offer a toll-free number for prospective customers, but existing companies must use a regular phone number (or even pay per phone call, in extreme cases). You can’t let them get away with that. You’re just as important before your order as you are afterwards, wouldn’t you say?
I contacted the company on your behalf. A representative called you and apologized for the lengthy delay. She said the company would do its best to process all of your film by the end of the year, but also offered to return your film and give you a full refund.
You took the company up on its offer of a refund, and will take your film to another developer. Good luck.