Customer service levels are lacking

Having dealt with Boardmaster in the past, our experience was satisfactory, until recently, hence the 3 star rating. We used their online website order platform to place an order for collection. On receipt of order confirmation via email, our order was stated as being in hold until payment is received and that a quotation would be sent to us shortly. We contacted the offices directly to enquire about how to pay and were told we needed the quotation. After 5 days of waiting for the elusive quotation, we sent an email enquiry, as our production of goods were now being delayed by stock shortages. Needless to say, the quotation was eventually received, without any apology or explanation and in my opinion their customer service levels are not a #WIN for me at the moment.