Everything on the order was wrong

Every Tuesday, I get a shipment from the warehouse on the east coast.

The shipment contains various shop supplies and all of the HVAC equipment or machines that we ordered the previous week. I always keep a couple of different makes and models in the showroom, but most specialty items are custom ordered. One of my best customers has an indoor greenhouse. We order special sized air filters for the greenhouse. We receive a shipment of the air filters monthly for that customer. This week the order from the supplier was all wrong. I didn’t receive any of the items that I usually order and that includes those ari filters. When I called the supplier, they couldn’t find my invoice number. Even when I slowly read the invoice number, they still couldn’t find it anywhere in the system. I had to sit on the phone with the supplier for 45 minutes before we figured out the problem. When we tracked down my order, the items had to be shipped back to the supply house and then over to me. By the time my customer got the air filters that he ordered, he was ready to look for another HVAC equipment company. I tried to tell the guy that it was a mixup at the factory, but he was aggravated after waiting 2 extra weeks. I understand the guy’s frustration. I certainly wasn’t happy that the rest of my order was late either. Unfortunately, these problems can occur from time to time and there isn’t any way to avoid them.