Wandering Along the Path: Right Speech

I ordered something for my grandson, and they said it was on back order.  I hestitated, but the item was coming in the beginning of March, so I went ahead and ordered.  But it hasn't come.  So I phoned the company today, and learned they had sent back the items to the manufacturer, and now they might be ready at the end of next week.  I said, why didn't you email everyone that this had happened and that the item would more likely be shipped by the end of March?  I told her it would have saved a lot of phone calls and anger, to boot.  That's a good idea, she said.  Maybe they were afraid people would cancel their orders, and that would be a lot of hassle.  But now I'm betting some customers will not order again, because the communication was so poor.  This is the kind of clothing catalogue that grandmothers use, and we're an old fashioned group.  We expect courtesy and updates.  We have time on our hands.  We notice when things don't arrive in the mail.  A little right speech would soothe our ruffled feathers and keep us ordering more.