Aside from what other member said, users sometimes give 1 star if there's annoying or missing feature (even though usually it's minor issue).
The hardware wallet itself is fine, but in case you don't like the apps provided by the company, you also can use another application to manage your HW wallet.
2. The Google play ratings worth nothing. One late example is the apps used by teachers for online courses getting bad reviews from the kids for the sole purpose to avoid making the classes. Gmail addresses are for free, remember?
Good point, App Store (for iOS devices) is barely affected by bad reviews.