[GordonBlue]

I was online looking up aquarium/fish suppliers and there was one company that when there was a negative review, engaged with that person within a couple of days if not sooner.
I respected that they paid attention to the reviews and worked to find a resolution with each person.
I ended up going there as the business gave me the impression they cared about all their customer interactions.
(they also often thanked the people who left positive reviews, too)

I don't think I would have gone to them if they appeared to have ignored negative interactions.

plus you can often tell by the customer follow up response to the company which complaints are malicious and which have some merit.

that being said, I've not placed a negative online review. I usually if possible speak with a manager at the time or within a couple of days. better to give the company a chance to fix it before running to the internet.
. If they were jerks, I would probably then put something online.