Well, I work for these guys. Their setup is a lot different than you think. Here's the lowdown.
1) They take on jobs and place them in a queue with the name, location, type of job, and the price paid.
2) Contract developers in the relevant field and at the relevant skill level take on the project.
3) It is up to the contractor to get the job done while the bean counters at the top try to protect their investment.
4) The contractor is supposed to contact the client (and stay in contact) and have it done by the "due date" (for each segment, depending on how complicated and large the project is).
5) The site must be approved by the supervisor at each stop (graphic, php, database, HTML, etc) and then by the client.
6) Lastly, the webmasters at the very top of the food chain must approve the job.
This is a very redundant system that relies on the honestly of the developers (contractors), the supervisors, and the management. They do have serious quality control standards.
When you have trouble with them, it's usually because either your project didn't get picked up or the person who did pick it up was a flake. I make a pretty penny picking up "dropped" projects, getting paid the entire price for a few days of work.
When I take on a project, I always put my best effort into it, making sure the client is especially happy with the product. That said, I've also seen more than one developer flake out after getting hired by a "real company". We don't make that much money either BTW, maybe the equivalent of $15 - $20hr.
So, we're taking it on our end as well. I can't blame you for being angry, nor can I blame a poorly paid developer for going after a better paying job. That's just how the world works ... everyone's trying to make a buck.
I hope you all have better luck in the future. Using any "discount" service is definitely hit and miss.