Not everything about them is negative and not everything is positive. However, the commitments are not honored, so, take those with a pinch of salt. Real issues are not told, so, you have got no clue what problems are actually being encountered. It is a small setup, no matter what the owner tells you. They source material from China and also make some locally in their factory. There is a lot of difference in finishing between the two. If you see a sourced product, do not expect the same workmanship in the finished product completed locally.
Customizations may not always be possible, do not go by what the owners tell you. In my case, I am happy with the bed which was sourced from somewhere and unhappy with the other stuff which they made locally.
It would have been good if the expectations, were set correctly right at the beginning. Recommendation is neutral, if you find something in the shop which you like as is, take it. For anything which will be made, you have to be cautious.