You should embrace Sharon — because she feels the way you do. All the experts in the world are not going to tell her she likes something when she doesn’t. You may not ever reach her — but she is more your people than the hundred good reviews you get.
Every bad review teaches you something. Sometimes it’s people are dishonest aholes who will lie about their experience to get back at you for not bending the rules — but most of the time it tells you that something you thought was not a big deal is a big deal for someone.
I start with the how did we screw up customer service — is this a teaching moment for the staff or the customer?
And I smile and wish the aholes on some other business.