Yes, this is exactly what we have -- the app is crashing, the customers are not able to use the app. How did that happen? Tough to say -- the app passed all the tests before and after the release, but, somehow it still crashes on some devices.
The Amazon App Store routinely takes weeks, and often won't even process revenue or download data for long delays.
The iOS App Store can take up to weeks too.
This is how they work. How you mitigate crashes reaching production must account for how they work. For me that meant adding a QA process before publishing. Unit tests can also help.