Dunno about catty or ‘tough crowd’. 
People are entitled to their opinion though, be that good or bad. For us, over the last twenty years or so, we go there less and less, mainly due to quality problems that we don’t experience elsewhere. Additionally, it all seems very poor value for money now.
If it doesn’t last well, eg: fading, stretching out of shape etc, then you’d be daft to keep buying there. Couple that experience with the fact that they’ve closed so many big stores…
Most annoying for me is the online stock problems, where you find something you do actually like, return immediately to buy more, and it is never ever back in stock. They clearly lack confidence in their own products.