Sorry, but how hard is it to employ more staff if you're snowed under with complaints? It's not rocket science. All of the complaints here were ongoing over a period of several months, not days. If you couldn't afford more staff (despite the 'rapid expansion'), then why didn't the directors work late/weekends to respond to emails? Not replying is just shoddy and unprofessional, there's no excuse for it.

It also appears you complained to Living Etc about one of the comments above, which has now been edited (an hour or so after you posted). Shame you don't respond to complaints as efficiently.