I've ordered from them too many times to even remember (years) and never had a problem. I do know that many of the new fabric collections are pre-order. I also have found it to be a good rule not to order something on backorder because even tho they give an expected date of item in stock they don't really have any control over when they receive it. Then how many orders are in front of yours before they are able to process your specific order. This applies to any type of online business.
If I hadn't heard anything/received anything for 9 days after any order I make I would have been on the phone long before then. It doesn't take much to be proactive and follow up oneself on any online orders. Hancocks of Paducah is a emormous business and they run sales all the time and I imagine depending on the sale they are swamped with orders and could run out of stock on any given item.
Mistakes are made as people are only human. But for me HOP is a marvelous place to shop and my experiences with them have been wonderful.