Website navigation is a tricky thing. No matter how simple you make it some people are bound to get lost eventually.
And that is why any issues mentioned, even casually, by your users should be communicated to your website consultant. The priority of every website is to assist your customers in finding out about your products, learning more about your organization, and perhaps even making a purchase.
The easier you make it for the customer to locate everything on your site, the more connections you will make with those customers.
And that brings up search boxes. I frequent a site that sells products with price tags of up to $10,000 or more. And yet, no matter what browser I'm using if I search their site I receive a blank page back without results---not even a sorry we don't have any results that match your criteria----only a blank. Don't let this type of thing happen to your customers.
What does your search box give you?