Honestly, for years folks on the internet gaslighted me this same way about Amazon.

Oh, they have THE BEST customer service. They would never do that. Any time I’ve had a problem they’ve always fixed it 110%. What did YOU do wrong?

But in reality, my experience was that for a good long stretch, there was an issue with almost every order I placed, and it was a literal coin toss as to whether customer service was going to do the very minimum to make it right or if I was in for a weeks long ordeal just to maybe get some degree of resolution and not get screwed.

So, what I’m saying is, just because YOU personally have had zero issues, that’s absolutely no reason to think it’s “strange” that someone else might have had a different experience with the same business. Personally, I think it’s extremely bizarre that you’d find it strange.