I've opened my second online business with them and have never found their response time to be unreasonable.
I think the biggest problem is that people expect a response to their emails within 30 seconds of sending it. It just doens't work like that in real life does it?
I would recommend them to anyone at the end of the day you are starting your own online business for as little as £40. You could go elsewhere and pay £2000 for the same thing (I nearly did).
With free online guides, support and all the extras included - free business cards its well worth a punt... I did TWICE