I partially agree with you. Have faced several issues with some of their mods myself in the chat though I never got muted or anything, but they did leave a bad impression. I actually considered switching sites at one point since some of their mods couldn't resolve my queries properly.
However, this happened sometime back. Their customer service has improved since then since majority of my recent queries were resolved quickly.
For me it's the complete opposite I always think the mods are pretty chill and nice to hangout with on chat. If there's an issue they'll fix it right away and I sometimes see others get muted but they usually get a warning or two before getting the hammer. I guess the other chat rooms give off a different vibe, I always lurk on the sports chat most of the time rather than the english/main chat.