I'm kind of of the same mind set. But I don't know what is the best way to handle it. Bad reviews travel fast over the Internet and if a business doesn't see the review soon enough the response is meaningless. The damage to their reputation is already done. Yelp is another issue. They were sued recently for screening reviews and only showing negative results unless the business paid for advertising.
I do my best to make every customer happy but I'm not foolish enough to believe I'm 100% successful. Like others have said everyone makes mistakes its how you handle it that matters. Hearing a review where any shop rights their wrong always impresses me.
I don't believe any shop should be shielded from bad reviews based on their advertising budget (not saying that is happening here). But I do know it can go downhill quickly. Had the shop been made aware of the issue and given the chance to fix it before it made it on the Internet? Will both parties be given the chance to plead their case? Etc etc.


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