Reputation management is both difficult and critical in the digital age and public negative press can hurt any business. But the worst thing a business owner can do is fight back. Yes, it is good to confront it, especially if it is not true. But don’t get into an argument. Even if you win, you can end up looking like a person who is confrontational.
I recently worked with a retail business who had some negative press. We worked out a response wherein the owner took responsibility for the things they did wrong without laying blame for the parts they did not. The response made the owner look like a person who owned up to his mistakes. The press to the response was positive, and the business ended up being more popular.
Be careful about how you handle negative press. Take time to calm down before you do anything or, find someone else to help you craft a calm reply.