There's no "bump in the road." I've been watching people make the same exact complaints about your business multiple times per week, every week for a decade.Nope, just a bump in the road - we're back on our way to providing the best experience in the Mustang community. Whatever it takes.
Personally, out the dozen or so times I've ordered from you I've only had a problem once. But you have a really, really, really poor reputation. If you're just finding that out now, or think it's a recent "bump in the road" you're in one of four positions.
4) Any combination or all of the above
At this point, even though I've not had much of a problem, I'm apprehensive about ordering from you because if there is a problem I don't want to feel like an idiot for not heeding the overwhelming warning. I suppose that enough people do exactly that but I do not think it's a sustainable business model.
It's good that you've taken the first step in acknowledging there are issues. But you really need to grab a hold of this by accepting the poor reputation in its entirety (as in not just a recent "bump in the road"). Anything else is a slap in the face to your customers, past, present and future. You need to own it. All of it. Even if it's not totally fair. Biggest trap I see people fall into is to start making valid excuses. At a certain point people don't want any excuses, even the good ones.
Personally I'd rather not crucify your business as it is potentially very valuable to the community, and you haven't really done much to personally upset me.
Interested to see how this unfolds.