They messed up 10 years ago when for some reason it took ages for Firefox to load compared to Chrome, and sadly it never really recovered the user base even though the performance is vastly improved.

Somebody tried selling me a locked phone on eBay despite listing it as unlocked. The seller refused to be helpful so I filed a claim with eBay, waited the 10 days, eBay sided with me, got a refund and shipped the phone back, waited for the refund to process, then spent $100 more to buy the same device from Amazon.