The inevitability of "users" as a group being awful and impossible to deal with except by distancing and de-empathizing from them for your own mental health does not absolve individual users from criticism. It actually doesn't Have To Be This Way and the people who nitpick wording or assume worst intent or act like any mistake or flaw in your business was obvious and easily avoided are still responsible for being assholes.
Every job I've worked at that has had a subreddit has also routinely told employees not to read the subreddit for their own mental health. If you weren't used to it already, wouldn't you think that's kinda fucked up?