Usual story with ordering from a British business: lack of attention to or obfuscation of detail and ignoring specificities, poor ordering systems, poor customer service . The lack of attention to detail outside of technical circles I suppose reflects the snobbishness that made polytechnics want to become universities, as if aspiring to the Oxbridge bastions of liberal arts education represented the ne plus ultra of higher education, with technical, manual and vocational training somehow a lesser matter. Poor customer service comes from an entrenched class system where people are very aware of their position in any exchange, whether that be business or personal (I learned long ago that it helps to make British salespeople feel better about themselves otherwise it's hard getting what you want.) Order from abroad for peace of mind.
Brexit will reinforce parochial tendencies.