I have written and spoken extensively about how to handle negative reviews in the past. I continue to believe the basic advice in that blog post is appropriate in (nearly) every situation.
However, some circumstances are worthy of extra commentary and review stalkers are one of those.
A review stalker is:
A review stalker is NOT someone who writes one bad review. They also tend not to be typical customers. Often, they are not customers at all. If a potential stalker has an issue with a situation that is fixable by you without compromising your business ethics or values, then it is usually worth doing what you can (in considering the cost/benefit of this, think through the cost of your time, the bad PR, the lost customers, etc.) to make the problem go away.
Once you have tried to talk with the person and done your best to fix the situation, your only option is to respond to the review (one caveat is when the reviewer is not a customer of your business and leaves the review on Customer Lobby, we will remove that review). In responding to stalkers:
Lastly, let us help you. Even if you are not a customer of Customer Lobby, we are happy to discuss your stalker and help you craft a response.