I can see both sides of this, but it's a bit more nuanced.
The thread has helped the Wrap promote and grow their business, it then also acted as a place to provide feedback, which based on replies from the Wrap lads that post here has been largely welcomed. But if feedback given in good faith isn't being seen to be taken seriously then I can see why some paying customers may have an issue with that.
On the other hand, I'd hate for my work to be open to ongoing scrutiny - it's certainly not for me because I'd ignore the 95% of good feedback and obsess over the 5% not so good. That said, when the whole model is about producing output for people to buy, comments, feedback and opinion come with the territory. I'm sure the Wrap would prefer feedback to silent cancellations. Like any business, honest feedback is vital to its ongoing success.