Sometimes, the people part of the bad ones wake up and start bitching, then you get this.
Google has great reviews, but it has its share of bad departments. It also has a lot of koolaid drinkers, so the people who work in those just bitch about it a lot to their friends and it never goes any further than that... Eventually someone will post a NYT article about it and make Google sounds totally horrible because of those localized issues, just like Amazon. Or maybe they'll just keep drinking the koolaid. Who knows!