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Well you have a great platform, been using your site for quite some time. As far as GL is concerned, when you have no competition then you don't have to invest much in customer service apparently. It is not that they cannot afford it. Making 22% from sale then charging a 12.5% fee on top.
If this does not turn out favorably, may be time for a "gear report" on their inefficiency. If I were to try and run business like they do, I would be ran out of town.