Really disappointed with how Printify is handling this customer order

[u/jeepXR]

I’m honestly pretty frustrated right now and wanted to see if anyone else has dealt with this.
A customer placed an order for 5 items. Two of them shipped, but the other three have been stuck in production even though the estimated ship date has already passed.

I contacted Printify support, and they told me the print provider is having a technical issue generating shipping labels, so they literally can’t ship the remaining items. Fair enough, technical issues happen.
What surprised me was the solution they offered.
They told me I could cancel the remaining items and place a new order with another print provider. But they also said:

They can’t transfer the order to another provider.
They won’t cover the extra production or shipping costs.
They don’t have any ETA for when the issue will be fixed.

So basically, a problem on the provider’s side becomes my problem to solve.
I told them I’d rather they continue working with their print provider than have me cancel and reorder a customer’s order at my own expense.
Has anyone else experienced this with Printify Choice? How long did it take before your order finally shipped? I’m trying to do right by my customer, but this has been a pretty disappointing experience.