I reckon the sub text of that Richard, is that they don't know what to say, and don't want to admit they've messed up, even though they must know they have. These days, for whatever reason, sorry seems to be the hardest word for almost all organisations. They will literally make excuses for the totally indefensible, or stick their fingers in their ears.
As you rightly point out, their reputation will take a hit, not the least because you will be very far from the only one complaining. The lack of any response is just plain ignorant.