This is no good, may be part of challenge is lack of presence of leadership?
Giving genuine support can take a lot of energy, but for site leaders or volunteer moderators to be unresponsive is definitely a problem.
First step for good moderation in my opinion is for moderator/moderators to at least respond if something is flagged to investigate the reason for flagging, even if it seems petty or unimportant to at least ask a few questions to clarify situation and attempt diplomacy between different members if there is a disagreement.