Infinite Product Options

This app constantly doesn’t work for our customers. For a website like mine that relies on things like this to personalise I’m having messages from customers every single day saying there’s no where to leave a name or pick from the colours etc because the app doesn’t load/ work. Being told by support it’s too many browsers open or to keep refreshing the page etc that’s not the issue, and its highly unprofessional when i have to tell customers to keep refreshing. I try on my end and the same thing happens. Im losing customers and sales because of them not understanding how to leave names.