Handling negative reviews can feel personal, but your response should be a...

https://www.scribd.com/document/1016145480/Is-a-Negative-Google-Review-Defamation-or-Just-an-Opinion-158261

Handling negative reviews can feel personal, but your response should be a business decision. When a critique hits your page, apply the fact vs. opinion test. Always document the interaction with screenshots and timestamps before acting