Here are some tips from the Better Business Bureau on responding to reviews: How to Respond to Bad Online Reviews
Replying to a review alerts the customer who left it, but does not invite them to reply further.
Please note that this is only for Reviews left on ContactUs.com. Reviews on third-party sites must be handled on each respective site.
BBB (you must click "Business Login")
To reply to a ContactUs Review:
1. Click Menu > Sales & Marketing > Reviews Dashboard.
2. Find the review you want to reply to and click the Reply button. You may filter the list down by using the selection tools at the top of the page.
Under Actions, click the Reply button.
3. Enter the desired reply, and when you're done, click the gold "Save" button.
4. The reply will be posted and your customer will receive an email notification.