I've read that he goes to fishing and/or surfing trips overseas and forgets about his business for weeks.
Not for weeks, but yes he does take trips and things slide. It's hard to be a small shop with few employees and be able to take a few days off. I expect it to take some time to ship and plan accordingly and order well in advance but new customers don't know that. I guess customers that know the quality take the lack of service as a compromise.