I had the pleasure of visiting the Paizo office last spring just prior to the Dungeon and Dragon announcements. It was a great experience (went for a job interview, but ultimately couldn't accept even though their offer was very tempting) and I was given the nickel tour.
Fact is, it's a small office, with a close-knit group of people all working to make things happen. As with a lot of small companies, sometimes everyone has to wear multiple hats, and I got the impression that packaging sales was one of those areas. I believe I recall hearing something about "packing parties" to encourage folks to stay and help get things out the door when a large number of orders come in.
In the case of the holiday season, I can imagine that their office got completely swamped with orders and that many things slipped through the cracks. I can understand why someone might think they don't have their act together, but I don't think that's the case at all. Don't forget that these people are really passionate about what they do and they really do want to get these products to you.
If you have an issue with them, send another email or give them another call and I'm sure things will work out. I very much agree with the above suggestion that you keep trying until you get a real person -- especially if it's a busy time.
