Wow... I don't even know where to begin with this... I'll just go with one point - this thread is for feedback on the business for other consumers, not for people (who presumably have no small business experience themselves) to tell others how to run their business in a forum meant for fans...
You might want to take a break from this page Gok. You have given feedback and all I see now is you having a dig consistently at the business. Let others make up their mind and stop flooding the page. That last comment goes for everyone not providing actual feedback too.
Now for my feedback, made an inquiry the other day and was responded to promptly. Perhaps people should check junk mail filters or spam folders and ensure they aren't missing correspondence as I've never had a query go unanswered.