Earlier quoted context omitted.
Investing a lot of time and trying really hard is not the same as adding a lot of value. If your users don't find value in your documentation, saying "But we spent a lot of time on it!" doesn't really change anything. And, to be clear, I have no idea if the person you're responding to's criticism is valid. But I also know that your response does not negate their criticism at all.
How about submitting a PR to improve the documentation instead of complaining about it?
Store: I spent a lot of time arranging things around in the store, if you can't find what you're looking for you can stop complaining and write signs for us.
Customer: Or I can just use your competitor who actually cares about their customers. ¯\_(ツ)_/¯