If it was an employee then agreed.
HOwever, unless I've got the wrong end of the stick (quite possible), the responses seem to have been from the owner. In all fairness, you also don't know how much grief the company has been getting from customers. ie the nature of the grief - some people's definition of polite conversation leaves a lot to be desired.
Maybe, the poster happened to call directly after an unpleasant phone call - we've all been there: pick up the phone after an argument etc, and "bark"...... called being human.
I'm by no means defending the comments, but I *can* see it from both sides.
Can't be a nice situation to be in though.
Again, I hope all get their money back