How is Google this bad?

I expected a lot more of a major tech company, what a mess. Having a Google Business account is a must to keep an online presence. Unfortunately the accounts are cumbersome, confusing, and full of technical issues which customer service isn’t fully able to correct- the last one I was told “they are working on it”.
The App doesn’t allow you to see or respond to online reviews. It just gives an error message that says “there was an error retrieving your reviews”. This has been going on for the past year. The app does allow you to see metrics for your business and control users.

Gutteros about Google My Business, v2.24.0