Steam has been getting worse for years. A shitty, bloated UI that sees little change except for the worse. Virtually non-existent CS. Sales that have sucked for years now. A useless return policy. On and on it goes. By virtue of their size they remain. Start a competing service that's as bad as they are and you'd never survive now. And it's only because the publishers with their own platforms are too stupid and greedy to compete with Steam that it remains viable.
"You have enemies? Good. That means you’ve stood up for something, sometime in your life."