You are being very nice, and that is a good thing.
BUT do not forget: Northern Brewer created the problem when they bought and closed Austin Homebrew Supply & Adventures in Homebrewing. They closed the locals in Ann Arbor and Austin. They got rid of the workers who shipped to realize the savings of doing it all from Northern Brewer. So far it isn't working. Well maybe the making more money part is working. They've certainly raised on line prices for AHS and AIH to be in line with theirs, but they are not handling orders in a timely manner, and they are, to put it nicely, being less than forthcoming about the shipping delays. The bean counters did this. They deserve customer dissatisfaction and disrespect. Apparently the in store experience is still good, but, make no mistake about it, Northern Brewer is owned by venture capital people who are squeezing the nickles too hard.