Users seek them out
According to Baymard, 53% of users specifically seek out the negative reviews for one or more products they are interested in.
37% of users also positively factor in any site responses to negative reviews.
If you’re avoiding negative reviews at all cost or hiding them, you’re missing out on some conversions.
Feature some reviews
Highlight positive and negative reviews at the top of the reviews section. The idea is not to feature the worst review, it is to highlight the positive and negative reviews that most people found useful, to help them make up their mind about the product and build trust.
Style your responses
Add indentation, a box or a different background color, and your logo.