I usually message the person right away and ask what was the issue and what I can do to make it right. They almost always will update the review once the problem is addressed and/or solved. It's so frustrating though because if they had just messaged us first, it could be handled before its made known to the public. We even include a message with our orders telling people to message us with any issues, yet they go straight to the review, with out even reaching out.
