Unless you can afford a civil attorney to pursue matters like the one below. Very sad.
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Families still waiting for headstones a year later – The Denver Post
All Joan Ebel wants is her headstone."Here I am," said Ebel Friday afternoon as she pointed at the granite slab and bronze plaque that bears her name, two lilies, a cross and the year of her birth, 1…
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Ugh…yeah, that really stinks. Now that it's in the red tape, it'll probably be even longer, sad to say.
I think this is one of those cases where it would be best (for her mental health) to do and ask forgiveness rather than ask permission. She has a receipt (I'm assuming), it is obvious which item she purchased (unless there are others with the same name and birth date in the same situation) and the merchant is unresponsive. Just take the thing.