Sorry you had poor service, I hope you get it resolved.
The only problem I've had with gog support (well besides the most recent one taking over a week to get the first response) was when I desperately needed to split up my gift purchase (single purchase, 10+ games) into seperate codes, but they said they couldn't do it. (something about a game in the gift being removed and that gog can't re-issue keys for removed games)
I wish gog would someone allow us to split up our single gift purchases, maybe on the checkout page, or after the fact.
(yes I know the giftee can select a game to redeem from the list of games in a gift, but why take the risk of having said person redeem games you did not agree to trade/gift?).
I'm 100% gog can save money in this way.
Example: person buys one game gift and gog gets charged a flat transaction fee by the payment processor. Then that same person continues to buy single game gifts 9 more times. Meaning gog has to pay for 10 payment processes.
When gog could of allowed the person to buy all 10 game gifts at once, give out seperate codes, and only be charge for a single payment process.
Yes, refunds will and could be an issue with the above method I desribed, such as 10 different people getting the gifts. But I'm sure gog all ready has a system in place for refunds of single purchase of multiple games. (since technically we can redeem gifts to multple accounts.