I read the same, a few instances of this. I don’t understand it, good reputation takes a long time to build up, and can soon be trashed. It is human nature that people tend to remember the negative things.So I believe, never had to contact them fortunately but know others who have and a nightmare with no customer respect and they got banned.
Barrio lines 100% of the way. They aren't trying to re-invent the wheel but somehow have managed to make it a bit rounder.On the other end of the spectrum , take a look at Barrio ,i suspect a similar size business ?? see how many reports of poor product or poor customer service you will find ??