Thanks for the advice.
I'm no snowflake.
I just think of the company as my own, not arrogantly but more like it's family.
If complaints are legit, than I'm one to apologize, admit there's an issue and how it's unacceptable, apologize again and promise a solution or inform the customer that those higher up are working on a solution, so it won't happen again.
Just to make the customer happy and to help business thrive.
If complaints are fake or exaggerated, I'd make sure that it was mentioned. And that the person receives no excitement or thrill from posting false accusations trying to stir up something.