Bad Review Threatened?

What do I do in terms of damage control on a bad review on yahoo local?

• I recently had a teenage boy come in to my retail store and was about to make a purchase. He was upset that the product did not come with a battery and charger prior to making the purchase and walked out. The battery and charger is sold separately by the manufacturer so it's not like I'm trying to rip off this kid. So I received a call from his mother later in the day and she demanded that I sell her son the product with the battery and charger included. I explained to her that it does not come with it and that I also had to purchase this separately. Including the battery and charger would actually make me take a loss rather than turn a profit. I kept on trying to explain this to her and she would cut me off repeatedly, speaking over my voice. I am usually patient but I just lost it with this lady. So I said "B%$#!, don't come to my store!" I know that it was completely wrong for me to react that way so I do acknowledge my fault in this situation. Next week comes and I see a bad review for my store on Yahoo Local. Her review was accurate on how I responded but she conveniently left out her rudeness which sparked my anger. I want to respond to the negative feedback but I am unsure what the best approach would be. Can anyone offer any advice?

• Answer:

  In this case the best defence is the truth. What you wrote here clearly explains the situation. You aren't excusing how you blew your top, you are just saying why it happened. Anyone who has had to deal with retail can empathize. If you were advertising something with a photo that showed a charger then it might be different but you tried to explain the situation and she refused to accept the answer. Don't go on the attack. Respond with explaining the situation, your effort to make things clear to the child and mother and how you would have ended the call differently in the future (for example, "I'm sorry I don't have the item you are looking that includes the battery and charger. Have a good day.).Best of luck.