I'd be pissed if I got told "we promise they arrive alive" and then didn't get refunded for DOA too.
Hatcheries I have used so far: Hoover, Privett, Meyers Poultry.
I ordered 40 chicks from Hoover's. 14 or them were alive when they got here. 2 more died a few days later... I honestly think a USPS worker left my box in front of a tailpipe. Chicks aren't typically born blind in one eye. Hoover refunded me (tbf, I had just asked for replacements, but there was a chick shortage.)
Privett was great, all the chicks have been great.
Meyers sent me 2 extra than I asked for. All the chicks arrived alive, but the first couple of days involved about half the chicks having pasty butt. Otherwise, everything was great.
I'm sorry you had such a terrible experience. I would definitely talk to a manager.