I just found a good way to handle complainers. You need to sympathize. "That sounds horrible, how do you deal with?"
If its 1 in 5,000 members complaining just ignoring most of the time its someone that dos not even know much about your site and is either 1. annoyed they cant find what they want or 2. just having a bad day lol
Sometimes it does, sometimes it just motivates them to complain more. Then they'll get the point that no one cares LOL