No experience with this issue. But if he paid with a credit card, just call the credit card company to dispute the charge. At the very least, you’ll get a refund.
He did call them and they said it had been too long. The people at the publishing company kept saying Bachmann’s people were telling them the books were all done being personalized, and they were getting sent on. He was waiting on them to keep their word and deliver what he had paid for.