Bar C,
Your story sound similar to my story about 3 years ago with the same company. I got swatches in the mail, was assured that the leather was soft and plyable on the phone, quality leather for pillow making. No scratches...... occasional brand.... I get the leather and it is all scratched up, not plyable - pretty stiff, and did not look anything like my sample. I called for a few weeks and finally gave up hope, as I was too busy at the time. It sat in the box for about a year - waiting for the pick up slip - which never came. I just stopped buying from them. At the time they were the only place that I got leather from. I did receive calls from them a few times after, but it was to sell me more leather, not to see what happened with the order I was unhappy with. When I would bring it up to their attention, I was told that they would send a pick up tag...... Never happened. After they called about 4 times trying to get me to buy more leather, I asked them to take me off their list, that I would never buy from them again.
I tell you this story because I don't want you to feel like you are the odd duck out..... It happened to me too! On a good note, I was able to use the stiff leather, it was a backer for table runners and boot stockings.
G