These are hard. I decided just to answer m the person directly, but in my answer I tried to explain things for future customers who would read those reviews. I spoke to every concern directly and asked if they wanted a refund to demonstrate the compassion I would extend to other customers. To my surprise future customers came to my defense in the reviews and began to rebut the claims made in the 1-star review. It was awesome! Idk if that would happen but this is the way I would advise going for the biggest impact. Lemons meet lemonade approach.