Just because TOJ is cheap as shit compared to high-end leather brands doesn't mean that they do nothing wrong.
I have a number of TOJ products and I've never stressed out about wait times. I don't think most people should, either.
With that said, it seems pretty obvious that Charly should simply be super vague about wait time inquiries. They don't know how long it's going to take exactly, which is more than understandable. Then don't give strict timelines.