M_Boats: Problems with new sail

Long story short, I asked for a sail cut to OEM size and shape, and they sent me one with a giant roach that hangs into my back stay. When I asked them to fix it, this is the sail maker's reply. Is this for real, or is it a brush-off?

not completely surprised the sail hits the backstay...It would go through on a tack and is normal. Fully understand the customers mindset. We could trim some of the roach off not too big a deal

I can't see this working well in low winds, and bashing the sail into my rigging doesn't seem good for either. Given how thoughtfully the boat was designed, is this going to mess with balance and performance? Thanks for your thoughts. --Jen