For you forum sponsors,
I recently made a purchase of a relatively basic MTH item totally less than $100 but that doesn't really matter.
I went to EVERY forum sponsor LHS via the ads at the top of the forum outside of one MAJOR retailer that flat out screwed me on a major ($$$) purchase. Some of these stores simply didn't have the item in stock - no big deal. However I can count on one hand how many of these stores had a decent, easy to use and follow website. The rest had websites that were impossible to navigate and find anything let alone what I was looking for, poorly constructed, and one, had what I wanted at the best price however when I added it to my cart and went to checkout, it would delete the item and empty my cart. After a few tries, I went elsewhere and they lost the sale.
THe use of a FUNCTIONING and EASY TO USE website is SO important. Sure it takes time to maintain but this day and age, it is the foundation to a business outside of customer service. Perhaps take a look at your site, or ask someone not familiar to look at it and get an honest opinion - is it easy to use? Easy to navigate? Does it function properly? Is everything stated "loud and clear"? You can advertise out the wazoo, have the best service but a bad website can drive business away in a heart beat and have people not return.