When VH was doing the tracing method, they were much less known, essentially a niche product, I imagine most people who bought them knew what they were getting into and understood the realities of custom skates, what they can and can’t do.
Now, with all the advertising and displays in stores, way more people have access without as much context for how custom skates are made and the processes involved. I assume True are getting a lot of people who expect “I’m paying a lot for these and they are custom skates. They will fit and feel like sneakers and everything will be 100% perfect out of the box and all of my hockey issues will be solved.” And none of that is true. Even custom skates need a tweak here and there. People expect them to be a panacea for all of their issues, and that can’t be the case with something as complicated as skates, so you’re going to see people whining and complaining without taking meaningful steps to make adjustments.