We are sorry if theme didn't bring you expectation you want.
We checked our support tickets, email and you haven't contact us for the issue you have in anyway so we don't know what is cause your issue and we are sure if you contact us we can help you solve that.
Could you please provide more detail about "gallery customization" you are looking for please? So we can add it to the future theme update and improve theme features for other customers as well.
Also we are working on the new version of theme which will use Elementor as main page builder. It will provide more options regarding customize theme elements including gallery.
Perhaps the rating is about your support expiration and you are worry that you can submit a ticket to contact us? If so, no worry. You can always post your questions here https://themeforest.net/item/photography-responsive-photography-theme/13304399/comments
Or contact us directly using this page https://themeforest.net/user/themegoods
There is a contact form on the right sidebar.
Looking forward to hear from you and hopefully we can improve rating you gave to us.
If you are not happy with our theme. We are happy to give you a refund if you could open it here https://themeforest.net/refund_requests/new