Unfortunately, or fortunately, depending on how you look at it, you can only respond in the best possible customer service oriented way. Since etsy is so fond of throwing sellers under the bus by making it hard to find information we have to give our buyers a lot of slack. People will leave a low review even when they DO see the dimensions, but somehow we're responsible for their perception, or their poor math skills, shipping speed, etc., i.e. many things out of our control are subject to review. But I understand the frustration when the description and measurements ARE there, I've had that happen myself. It's a real head scratcher because the info is there and here's a person claiming that it's not there.
My advice is to send the buyer a message via etsy, and also to their email, that they're welcome to return the item for a refund, give them a few days, and then after that just let it go. There's then an opportunity for you or your husband to respond professionally, which is really for the benefit of future customers to see how you handle a less than perfect situation.
@aSignofJoy
The only way that etsy removes reviews is if the buyer specifically mentions a third party (like the shipper) as the cause of their low review, there's really no way to fight a review otherwise. Best to just do the best you can to fix the problem and then let it go otherwise.
