Unapologaytic review for Shop

I've been very happy with the app until I tried to remove a promo message. The chat support was as courteous and helpful as ever. Still they told me that it was a known shortcoming and I had to pay some Shopify expert to remove the message. I asked to speak to a manager. They only do email not chat. I asked for an email address. For privacy purposes 'we can't divulge email addresses'. The principle of charging your customer for a known bug is really disturbing. This review might not even get published after all