The problem with this is that your online profile is so public that every single one of your followers can also see their feedback and comments which puts your reputation in danger.
There are two types of online negativity the first kind comes from those who have a valid reason (such as a disgruntled customer) and while they haven't necessarily gone about voicing their opinion in the best way, they can generally be calmed with a professional and helpful response.
Then there are the trolls they'll do whatever they can to bring you down and often start arguments and write negative comments for no valid reason. They're the ones which are a little trickier to deal with as there's no reasoning with them. Unfortunately, they can be quite powerful and leaving negative comments all over your platforms can be really damaging to your brand.
There are a few ways that I deal with this negativity:
1) Delete them:
If there's no reasoning with someone, delete and block.
The problem with this is that you could end up with a full-time job and if someone's determined to bring you down online they'll find their ways. The other problem is that you risk alienating genuine followers who have a genuine issue or concern so use delete and block with caution.
2) Turn their comment into a positive:
If you respond with kindness you will show your trolls and the rest of your followers how mature and humble you are. Apologise for their perception of you, assure them that they've missed your intention and reassure them that you'll try to change the circumstance. Often people criticise because they're looking for a row so this is a good way to shut them down.
3) DONT take it personally.
Remember that your online followers have never met you and while your words might have struck a chord and irritated them, this is in no way a reflection on yourself. You've got to have quite thick skin to be active in an online space these days and the minute you let negativity get to you, you're on a downward slope.
We're obviously all different but the biggest thing for me is to NEVER respond in anger. That only fuels the trolls and lets your other followers know that you're probably not mature enough to be running a business in the process
Either ignore them, or smile graciously and move on.