[Chocaholic]

I would definitely respond. Reference that there are two sides to every story and there is much in the review that simply isn't reflective of reality. We pride ourselves on taking great care of our customers. An irrational reaction by a customer is often difficult to manage and even so, we strive to understand that there can be many reasons for the things people say and do.

Or something like that. Whenever I read a negative review, I always look for the vendor's response. If it's simply not there, it's easy to assume the review is accurate.