I've found more and more often the last few years that a lot of the long time businesses I use still do most of their ordering by phone. Or some version that involves talking to actual person.

The restaurants I go to still generally do phone ordering because they care about the quality of their ingredients. They want to discuss and talk about it with someone before placing an order.

The engineering and consulting firms I work with are the same. The engineers I enjoy working with are all phone based, not a lot of emails unless there are details involved.

I'm a bit of the same way. There is a lot of peripheral information that we miss out on when everything is done via automation/email. Those dead moments when our brains wander, then we ask a silly question, tend to bear fruit.

It's gotten to the point where I generally don't order anything online anymore because I can't trust I'll get what I ordered. When I have to deal with support it's an automated system that only gives me 1 or 2 options, neither of which satisfy my needs so I have to make a compromise. I'm not interested.