I posted this on the google form, but I am re-posting it here too as I would like other's feedback as well:
There are two main issues. First, there was a huge change management issue here. I design software for a living and one of the core principles is there needs to be change management. There were ZERO announcements via e-mail to your customer base about a major planned outage and redesign. The outage also coincided with a major auction house's featured auction. Thankfully I am not a full time dealer and don't need to sell comics to feed my children but for those people that do I would feel terrible. The other issue besides the release communication is the lack of training or a user guide. There are some UX issues with the new site, but nothing terrible, and frankly those are almost balanced out by some new improvements, but folks who are struggling with the new site would have had a much better opportunity for success if there was some information posted about it and how to navigate the new site. This is an inexcusable failure by a business of this size.
Second, the performance of the new website is SLOW. The performance on the old site was significantly better. I understand how new deployments can go, so if this is temporary and will be addressed, you should simply let your customer base know that things will be a bit bumpy until the performance issue is resolved. That is completely understandable. Now if this is as good as it gets many people, myself included, will look to other products.
You have a very loyal customer base. I have recommended your product to many people. That said, I am really questioning that loyalty going forward. This should have been handled much better.