Neal is by all accounts a great guy. I have bought a few items and they came and worked fine. I never once bothered him with any emails other than the one for his paypal address. After that I tried to forget I ordered it and it always showed up, sometimes quicker than was expected.
That being said,Well, here is the deal;
I have heard that same defense of everyone who decided to call themselves a “Business” and then not have the time resources to fulfill their obligations to their customers and ultimately fail because of it.
No one cares what your personal schedule, dead pets, sick kids, etc. when you call yourself a professional company.
You and your company will be judged by how you deliver and perform, period. No excuses.
This is the stone cold reality of doing something as a professional venture.
Too hot? Get out of the kitchen!
Something that may help would be simply raise prices $2 (or more as needed) on every item and use that increased profit to hire someone to field and sort the insane amount of messages that always come through from people who just want to talk, ask for something unobtainable, etc.
We always hear how cheap labor is in China, so charge more and get help.
Under promise and over deliver. Name of the game.