So, I called TRU up and noted that I had two problems: a) first order only included one of two items, and not both; b) both orders had ridic shipping charges.
CSR was pleasant and basically said "well, you know, shipping costs from the provider went up over the holidays, we heard lots of complaints", offered to apply promo that was not applied to my second order (basically $20 off the $40 shipping). Also said she could cancel my first order and re-place it with the missing item added -- when I advised one item was no longer in stock, noted that it wasn't an option.
I told her the shipping costs made no sense for ground shipping (via Purolator), and she asked how far out of the city I was. I said I am in the city. She seemed to take a "well, that's what the system says, so that's that" angle a bit. I popped on the site, punched on my parents' address, shipping charge was quoted correctly. Punched in mine, now it was showing $38 on the 'review' page (before confirm). Told her this. She offered to put in a re-route to the new address. I asked if this would change shipping costs. She said no. I said the site shows a lower shipping rate. She then offered to request that in the re-route and did that up. She advised me she put in a request for a re-route and then for a credit on the second. I asked if she put the re-route in on both or just the first (1 item) order, b/c if it was on both I would correctly get free shipping on the second. She hadn't but went and added that in.
So now I have two tickets open -- one for re-routing two items w/ a shipping cost adjustment, and one for a $20 credit to $38 shipping on my second order (which came with a Pikachu I don't really need but can probably return/flip) -- and no guarantee they will "correct" the shipping charges. If they re-route, I won't be notified about it by phone (??) and the order online won't reflect the change (???), but I at least have a ref number to call back on. If they issue the credit, presumably they'll be contacting me, because the CSR asked for contact numbers.
Good grief.