I've had hutches from them, they're awesome. Lovely people to deal with.
I think what happened with those reviews was after the fire. If I recall correctly, they had a run of bad luck (can't remember what) then the fire that wiped literally everything out. I think they went quiet & some orders were still open so they got loads of bad reviews. I have no idea what happened after but I imagine insurance would have repaid those people their money back, but it would have taken a while, so no wonder people got angry. I can't imagine losing everything like that, fire is so scary. Maybe they lost their house &/or animals or someone was injured, or maybe they were just totally traumatised, I know I would be. I don't really blame them for going quiet if they had other more pressing matters.
I had a google around a while ago, but seems they're not in business again yet, maybe they've shut up shop for good? If anyone has any clue, let me know? I'd buy from them again.