You have to realize that Kai only runs Momovelo on the side of his other day job. He is one of the most friendly people I have ever talked to about bikes and I am quite glad he has taken up shop in Berkeley. I remember reading previous threads on the same issue and I think it has to do with his limited amount of time. I received top notch service when I went into his store when I was home. However, I have read similar things about online ordering and I would also be quite upset if that happened to me.

Many people order from him based on his prices to only save a dollar or two on a Brooks saddle which makes him run out of stock on items quickly sometimes when people can get it the same day for $5 more down the street. You have to remember it is only his 'hobby job' and he has a real dayjob that comes first.