just plain bad service

i am a small business owner in the high end manufacturing architectural sector that uses brass profiles such as sheet, flatbar, tube and related profiles often 7 out of 10 there is no sales person available.If you leave a message, it is like a lucky draw if and when some one comes back to you. More than once after emailing an enquiry do you have to chase it up several times to get a response.But the best is still to come , as it recently happened to fellow associate of mine; ordered and paid via eft for delivery, a week lateer goods still have not arrived, followed up only to be told a particular item(this item is imported)had been sold to some one else and there is no more stock available in the country-what a joke