John Hand here - since this review has come out I have replied to it on the original thread on handpan.org. There's no denying that TerraTonz has had some serious communication issues in the past. However, our current payment system resolves many of the problems faced with this particular customer, that could have been avoided much more easily had they chosen to utilize it when we requested. It also includes a direct communication interface.
We no longer accept payment for any order outside of this new system, and haven't have this level of complication since. I have also taken on the Customer Support role for TerraTonz, so I am personally making sure that communication is improved moving forward.