For the vast majority of businesses, the vast majority of the time, they deliver what they promise. But for a small percentage, they fail. Not deliberately, but because of human errors. That might be a pain, but it isn't a crime. And it is human nature to complain when things go wrong. That's fine. And if someone does have a problem, Sod's Law says that they are a prime candidate to have another one.
The internet, and fora like SOS, make it very easy for anyone with a complaint to shout it out loud. As moderators, sometimes we have to try to bring some perspective to this. Not denying the truth of an individual's experiences, but recognising that it isn't a typical experience.
No one here is defending DV, the failure is self evident. But people are quite reasonably saying that they understand how these things happen occasionally and that it is not typical of their experiences.
When the going gets weird, the Weird turn Pro.