Thank you for explaining, it wasn't the fact that phone orders are not accepted, it was how it was handled. Your products are great but again, being told in a snooty way was a huge turn off. I too own a small business and understand the customer is NOT always right. The reason I call in the order is for the drink to cool down a bit. So I do not burn my lips and tongue and not have to wait to enjoy my drink. I will reconsider patronizing your shop when I can call my order in and pick my drink up. I appreciate your response and put the stars back up. That is good customer service. Again, it is not what is said, but rather how it was said. It was the "we're too busy" remark.