Personally I spend 3 plus hours a day on social media. I have a marketing Company as well. I monitor every channel possible daily. Some reviews you cannot combat on sites such as google. Especially when they refuse to speak in a conversation about the wrong doings. Drop a one star and no comments. I always apologize and ask for the opportunity to make things right. I never argue! Kill them with kindness because everyone else can see the threads on that review.
I want 5 stars, but if its a one, I'll overdue it on apologizing and wait a week and go back and apologize again on the same thread. In the end they look bad in my eyes to the general public. You cannot make everyone happy, but show others you made the attempt to make things right. For those companies that do not put in the time it takes, better for me in the end.
https://riddlestowing.com/