George - 7:48 am on Aug 5, 2013 (gmt 0)
More important than why the do it, is how to deal with them.
As a small business owner, I find my reply to a bad review is the best tool I have. Often we can defuse the situation, particularly if the customer is being overtly aggressive, and has clearly not been in touch with us.
If its our fault or the couriers fault, I apologise and ask them to get in touch directly, so we can sort it out.
I learned it from a local pub:
I thought this was a corker.
If the link is out of place, sorry, its the okeover Arms ashbourne, tripadvisor "click on "Terrible," and Ridiculous Rules.