Scripted customer service at its best. Customer service really needs to have the ability to think outside of the box and use their personal judgement instead of canned responses. I get that's when one agent's personal opinion can be misconstrued by the denizens of media consumers, but it would have been much better to receive a response in a scenario like this that read something along the lines of:
Sorry, we screwed up. We can see that you transferred 0.xx BTC from address xxx to us. We have initiated a transaction back to your BTC address via 'transaction hash'
The fact that they've refunded you in the FIAT amount is in my opinion fair, as they are not listing their product initially in BTC, but FIAT, and giving the option to purchase in BTC.
I can see that point of view, especially if they actually shipped the product and I decided I just didn't like it after 90 days or something. But in this situation, it was their own fault I had to wait 30 days.
Anyway, I get what you're saying. And a simple solution, if people don't like that policy, is just to not do business with them.
But I don't think it's a written policy/practice. I think they're just clueless about the nuance of handling multicurrency.
At the very least, a full disclosure should be posted somewhere on their page indicating that any refunds issued by crypto will be for the original FIAT price, not crypto! Transparency is key :)