They wouldn't be in half the shite they're in if management/production team members had done their jobs properly. The entire operation is like a mix of a Laurel and Hardy sketch / stupid contestants on The Crystal Maze who get locked in.
I think that is quite correct but you get the impression they have hired the cheapest possible staff in all areas who probably don't have the necessary skills to do their job in a compliant way and that is managements fault, no doubt about it.
But it would be easy to think the bosses think the complaints are a price worth paying for shifting more stock, for example exactly how many complaints can Peter Simon single handedly generate before they even consider sacking him?
Even if OFCOM hit them with a £1m fine (and they almost certainly won't anyway) imagine how much revenue he must have generated? I remember him on the lead up to christmas last year, the man was literally out of control.