That's one piece of feedback, out of how many hundreds of games he sells each year? We all know that if you do a good job you hardly ever hear back, but do a bad one and you are 10x more likely to get a complaint.
Let's just review the overall situation. TNT and by extension Todd is a well loved member of the community, bends over backwards to go the extra mile for people (I know, having had him help me with my documentary project a few years back) and has saved more games from going in a landfill than everyone on this forum combined.
Then we have people like GRC, who sell massively overpriced games and have been repeated BANNED from Pinside for doing nothing but antagonising people and making inflammatory comments about its users and just generally bashing on TNT. I ended up unsubsribing from them because I found the constant TNT bashing and the fact that they were trying to use 'sexy' girls on their videos pretty low.
GRC will sell 1 game for something stupid, for example take their Roller Disco which has sat unsold for 6 months + because they want $4995 for it - nearly as much as an NIB Stern over in the states, whereas I think TNT has sold 2 of these games in the same time frame for half the price or less. At the end of the day they are both business with overheads etc, but in my opinion TNT does a better job actually being a business. You do not win customers by constantly ragging on the competition. I'd actually be willing to buy a game from TNT if I lived in the states or if they had something I desperately wanted and I felt I could afford the shipping.