Yeah I think you're right with the lack of communication thing - as mentioned by those above. First rule of any business really - communication.... Perhaps the second rule - don't sell stuff you don't have!
I grew up in Dublin and when I pop home to see mam It is an absolute pleasure that I can pop into the basement in Hawkins St and browse and buy. Often leaving with different stuff to what I went in for!!!
I even remember the shop upstairs in D'Olier st.
Now, back then a business just would not last without simple, straightforward customer service.