Can this relationship be saved?
Companies too often want to know how to stop or remove negative comments about them from the Internet. Rather than fall back on the usual tortured or clichéd explanations (toothpaste back in the tube, anyone?), I recommend reading an article by Sam Decker based on a presentation by Scott Muhlig, both of Bazaarvoice – Negative Reviews: Loving the Ones Who Hate You.
The basic idea is that negative reviews can give objective feedback and that posting them – well, some of the anyway – improves your credibility. Going further, communicating with the writer can help fix genuine problems and possibly stop the negativity from spreading to other blogs and forums. The article goes on to recommend what else to do, too.