This is an interesting accessibility issue all web designers and developers should be aware of before delivering a finished product.
In this case a blind / low vision customer relies on a screen reader to use the web and the website was not accessible to that assistive technology. In my opinion this is comparable to a staircase leading up to a business’s front door. If there isn’t a wheelchair ramp, lift or other way into the business that creates and situation where the business would be in violation of the American’s with Disabilities Act.
When businesses retrofit, expand or add on to an existing building they’re required to meet ADA guidelines. Similarly when a business redesigns or upgrades their website they should be required to test to meet a baseline of accessibility standards and make changes in good faith when problems are discovered.