Where’s the sausage has an interesting piece on “How customer complaints good for business“.

“A great story from Oliver on his experience of how restaurant Sticky Fingers responded to a bad experience he had with them. He blogged about his complaints, which prompted a response from the local supervisor.”

From the original piece, Oliver says –
“Every single person who came into contact with this free catering event
walked away with a terrific story to tell about Sticky Fingers, a new
appreciation for their brand, and a rekindled taste for their delicious
food. (I expect at least half will be having a meal there inside of the
next two weeks, myself included.)”

Getting feedback from customers good and bad is to be expected when you run a community. Encourage it and ensure that you overdo your response on the positive side.