When something is out of stock, and you're given the option of cancelling the order or keeping it open, how long it will take to get the item back in stock makes a difference. If it's 2 weeks, 8 weeks, or 12 months, the amount of time before expected restocking is relevant to whether you keep the order open or cancel it. A general reply of "we don't know when this will be back in stock, do you want to keep the order open or not?" is not top notch customer service. In general, I expect better customer service from small businesses than I do from WalMart, particularly when the small business is in the luxury goods segment.