The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
The worst customer service on Shopify seen since last 7 years. They just don't bother to reply to your queries if you are stuck. I waited for days and still haven't received any reply for my issues, finally uninstalled the app. I even whatsapped on the number given with they popup window but no reply received. Sad.