They are definitely soft on their NM grade when it comes to Pokemon in my experience. Around the 6-7 is to be expected on WOTC era and pre 2006 era cards as the issue is always holo scratches as you mentioned.
My gripe is with their shipping with how they bundle all the card together into 1 toploader without a penny sleeve, and they always tape the top. Many issues could be saved with changing their shipping method, but I guess that takes more time and money on their part…