They probably have an idiot with an MBA and a spreadsheet in charge of customer service. They need to have someone with some logistics knowledge, that can create a process to track a gun from the moment it arrives in the mail room, until the moment it is mailed out. It should be scanned every time it moves in the facility. If it sits in someone's "in box" for 90 days, just say so. That would be much better than "we don't know, please wait".
There used to be lots of people working in the business world with a passion for making things, solving problems, and/or helping people. Now, it's just whatever they learn in MBA school and whatever pops out on the bottom of their spreadsheet.
[poster steps off soap box]