I've tried to be patient, but it's been over a week and they refuse to give me a timetable for any return of funds and they have ignored my latest email. I tried to exchange 1.89 btc for BAT tokens. The transaction hung for hours and I guessed they probably didn't have any access to the tokens so I emailed them that they could just refund my BTC, figuring the exchange could easily be cancelled and my BTC returned.

They emailed me that it had to be done manually and this could take days. Well, it's been days and no action that I see has been taken. I told them in subsequent emails I would be happy either with return of BTC or the BAT tokens I ordered.

Edit: They are currently working on return of coins which apparently were sent to a different eth wallet. While I wish they had been more proactive without constant pushing, the worst I can say at this point is service can be slow when a mistake is made, but this might be industry standard. I will update with how long the entire process takes.