As a user of the site for a couple years now, I'm well aware of both upsides and downsides to the site. But all in all, it serves it's main purpose well and that's giving youths, especially teens with no one in-person they can talk to, a place to go where they can get advice from others without judgement. It was created to help give suicidal, depressed, and/or bullied kids a support network so they know they're not alone in this world, even when things seem bad. The users support each other, share experiences, and send positivity to each other who are down. The site is a safe place where (most) users respect each others beliefs and differences. It's also a nice place to make friends who are going through similar situations or who share interests with each other.
Since the main job of the admins is keeping users safe and the site clean, there's a few rules in place to help achieve that. The admins monitor the site almost daily to deal with any inappropriate content, answer questions, and make sure the site isnt deteriorating into chaos. Some users tend to help out with this to make the admin's job easier and spread around information for new users to learn how to use the site sooner. The site is run by the Trevor Project and they really do care about their users. When alerted to someone who may be in danger of committing suicide, in abusive situations, or a minor becoming homeless, they will do what they can to make sure that kid gets help. They dont want users getting hurt.
On an end-note, I do want to address that "Awful" review. As someone who was present for the multiple situations caused by that user, I can say for a fact she was never bullied. She was the one who was harassing and flipping out on other users cus she took a difference in opinions as a personal attack. Anyone who tried to reason with her was met with the same hostility. The admins actually banned her multiple times, eventually letting her back for a another chance, then banned her again for causing more chaos. They really had no choice but to boot her due to her unsavory behavior.
So please, nobody use that review as an accurate representation of the going ons of that site. The admins are very fair when it comes to dealing with the users causing problems, they also examine the entire situation and everyone involved so they can make an unbiased decision. Users have to do something pretty big to get banned, usually they just give warnings or temporary suspension, and anyone with an IP address ban usually has that lifted after some time. Also, it's rare for something like this to happen on the site. As previously state, most users are very respectful of each other. Something like this only happens once, maybe twice a year.
So really, it's a great site for anyone under 25 who wants to connect with more LGBTQ+ folks and allies, give/get advice, and just get random discussions going for fun.