This is a pretty good synopsis of the situation. We receive dozens of emails each day, and Dawn replies to the simple ones as the day progresses. However, the "I want to add" requires redoing the entire invoice and often the products the customer wants to add are not in stock, since they did not go through the website inventory. So we try to locate it and send—we realize international shipping costs a lot, so we try to ship complete. In the case of international, the new invoice is electronically sent to the receiving country customs. In short, this is not done in minutes, it takes over an hour, often several hours to find and order the "add-on" products. If we had done this, Chris' order would have been shipped the day it was received.
Then, presently, there is not a good reliable carrier for international. One customer had a DHL package take over a month, several experience long delays with Postal system. And we are probably way too price conscious--we weigh the box and shop for best pricing. All of this sucks up time, time we should be dedicating to those who order from the website and need normal handling. I believe we will try following the lead of PSI and CSUSA--all orders are final, no adjustments can be made. I think this will save us enough time that we can reply more efficiently to everyone. At least, it is worth a try. Thanks to all who provided feedback on this thread--we are constantly trying to improve!!
