Ever since I put in my main sales order, the sales...

Ever since I put in my main sales order, the sales rep started being very irresponsive, very disappointing experiences:

1. The order is over $20K, and some items being delayed or mis-ordered by the rep, yet they won't ship the items arrived without charging extra fee. Note I have paid all the fees(gold protection plan) required for free shipping. Split your orders so you don't have to beg for free shipping.

2. After the main order placed, quoting for other smaller items are not well attended or neglected for days. I ended up buying some pieces elsewhere, as it feels like you are chasing the sales to take your business. Should it be the other way around?