Terrible feedback from the store. To get through to the operator, you need to work hard, because the store is not very eager for be directly contacted by its customers. The marketplace employs bots that answer superficially, usually quoting extracts from the rules of the store. Even for that you can wait a day or two for an answer from the bot. Want to chat with an operator? – call the hotline and wait a long time without pressing any buttons, which the answering machine would persistently suggest to you.
If you are actual Representative of BackyardCity you can contact the user using the comment form and help resolve the situation. The user can always mark his complaint as "resolved". Maintain your brand image, it is FREE.