I've been trying to get the Utrecht staff to special order an item (a mat board that they're supposed to be stocking anyway -- there's an empty space on the shelf for it) for the past 2 and a half months. Only recently (a month ago) did I officially place a special order -- prior to that they had simply told me that b/c it's an item that they normally stock, I needn't trouble with that formality, and that the boards I desired would be in the next delivery. I needn't worry. Frustrated, I finally just placed a special order. Haven't heard back since. It's been a month and they get deliveries every week. I can put two and two together (Incidentally, the only reason I was messing around with Utrecht after that first month was b/c I need to use their mat cutter.) They were always friendly, but so what? They're totally unreliable and unprofessional. I don't know how they can run a business that way.