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I read the 3 star and 2 star reviews for Amazon products. because people actually tried to give a score.

Also, all the bad information pops out.

A 1 star could be a competitor or a person who got offended by the packaging or something.

5 star reviews are mostly bought and paid for it seems.

So, if someone writes crap about you, I try to consider if the customer is a jerk or has a legit claim.

Like others have suggested, following up with, "Here's my contact, let us sort this out." Has always been a response I liked seeing.