The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
Once you install the app, there will be problems when customers are shopping on the site. They cannot click the "Add to cart button", ect. Even if the support team responds fast, they cannot totally fix the problem. I like the style of the design but it is not performing well at all. And i am wondering why they develop this not performing well app and give you the so-called efficient and considerate support instead of developing a well performed app in the first place.
As you mentioned, we are also available for support to assist and resolve this issue. There is no other alternative for us to support it for conflict resolution as we can't make it working with all libraries.
I hope this makes sense :)
Looking forward for your review update with 5stars for App & our support.