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It does look like someone with a grudge, however be careful when ignoring complaints on social media, if it’s a customer with a real problem being ignored it can escalate and make you appear indifferent/insensitive to your customers needs.
If it were me I’d pour some hot chocolate sauce all over that comment lol, seriously be very nice and sincere it would make the poster appear vindictive.

FYI I’ve seen replies from vendors to customers with very bad reviews online simply stating something like.. “We’re sorry you had a bad experience, please contact customer service in order for us to resolve your problem.” It’s sufficient and makes the company appear sympathetic as well as efficient.