Thanks for all your input, and sorry we haven't replied to this topic in a while, but there didn't seem to be much more we could say that hadn't already been said. Frankly, we agree with you on most points, particularly regarding the necessity of upgrading and improving our service, and the unacceptably long time it's taken for that to occur.
While we've constantly been making improvements "under the hood" the entire time, the simple fact is that significant and obvious client-facing new features and functionality have largely been "backed up behind the dam" of a new HTML-based Admin that we can readily modify to add the new interface settings and controls necessary to manage such new features.
However, new features haven't been holding things up, as we've just been shooting for feature-equivalence with the current Admin at first, to keep the project scope focused and avoid feature-creep delaying things any further; once that's finally done, tested, and live, that will allow us to become more active and responsive in adding new features/functionality and fixing any minor bugs that may be discovered in production.
In acknowledgement of the excessive and ongoing delays in completing the new Admin, we've now engaged expert outside talent to help us wrap up the "last mile" of that project; in fact, this is the same development firm that our founder was working for when he first created E-junkie as a personal side-project a decade ago, so they have a long track record and an established relationship with us, with some of the best developers in the state if not the country. Once the new Admin is live, they will also then be revamping our site layout to modernize the look'n'feel, apply responsive design principles to make the site more usable on mobile devices, etc.
In hindsight, perhaps we should have contracted the Admin project to them in the first place, but we had no way of knowing in advance that the new in-house developer we hired, though technically proficient, would turn out to be so inefficiently painstaking at actually producing code, and we were admittedly too slow to conclude that his productivity wasn't going to get any better with time and familiarity. Hindsight's always 20/20, but that's all water under the bridge now; we can only learn from our experiences and carry those lessons forward as we resolve to do better.