What to do with negative feedback

Reply within a day, keep it short, take responsibility for the experience even if you disagree with the details, and move the conversation offline.

Future customers are not reading the complaint to judge the mistake. They are reading your reply to judge how you handle mistakes.

A business with a 4.6 average and thoughtful replies is more convincing than a suspiciously perfect 5.0 with nothing but silence.

And keep collecting new reviews. Volume is the cheapest insurance against one bad day.