Thank you for your feedback - we are always hugely disappointed to receive such a review (which thankfully is very rare), but that is exactly what this platform is designed for - to enable us to put things right if they are not exceeding your expectations.
Your perception as a customer is our reality - I will be in touch directly with you by email to see if there is anything we can do in future to regain your trust, as you have been a customer of ours for many years.