Some people are all about principles. If you tell me that they will be shipped on X day and they don't ship, you owe me a response if I inquire. A simple "I got swamped, don't have time, or you just have to fucking wait" would all suffice as an adequate response. Reassurance is key.
Avoiding phone calls implies that he hasn't done shit to your jugs and will do so when he has time. Not the right thing to do and I hope nobody else sends him shit in the future. Not worth the hassle.
Sounds like jim and Greg whitaker should compete for the shittiest customer service award. Survey sayssssssss.........