It all get s a bit partisan at times hahaha.
I think the issue is constructive criticism isn't around any more, if someone isn't happy first thing they do is go on social media and sprout off, over egg it and it doesn't mater what the truth is. If your unhappy with something pick up the phone and speak to them.
If, like you found out, they don't respond and sort out problems when your honest with who ever it is, your never gonna get anywhere and time to go public.
But you have to be honest with them and give them the full info.