Been a customer for a LONG time (almost twenty years). Yesterday, I placed an order, realized I ordered two wrong parts, and sent an e-mail 5 minutes later asking for a correction. Today, I got on-line and went to the online customer service chat to see about making a correction. The rep looks up my order and says it hasn't shipped, but the order has been transmitted to the warehouse to be filled. No, they won't make the correction because they're too busy trying to get orders out fast. I tell him to cancel the order, I can place another corrected order. He tells me they won't cancel the order, and I can just ship the two parts back for exchange after I get them. Again, he says they're too busy filling orders to cancel mine. I'm checking my e-mail late this afternoon, and I find a response to my e-mail from the night before -the response was sent after 5pm today.
Wanna brag about your business? Fine, but DON'T brag about your shitty "customer service". You were convenient.... you are NOT the only game in town.
EDIT: Also, Brownell's FAQ actually TELLS you to send an e-mail for corrections. So I did EXACTLY what I was supposed to.