Any statement other than 'get f*cked' and lying about when they shipped packages out would have been a start. As well as maybe not ignoring every support ticket sent. Larian screwed up pretty majorly and isn't taking any responsibility. I'm done with this company. I filed my PayPal claim, hopefully I just get my refund and can move on. My group started the playthru without me since, you know, it never came. Regardless of how slow HappyShops is, Larian didn't drop many the packages off until the game already launched, and later lied about if/when many of them left.
