Hi all! I'm hoping for the guidance. I sell earrings that are attached to plastic posts. Today I got my first bad review (glad that milestone is over) that was 2 stars:

"The awesome thing with these is that they got to my house very fast but the sucky thing is they didn’t last more than 2 wears before the silver part fell off the back, I have to try to glue them back together now and the plastic on the back is kind of sharp. It would constantly poke me behind the ear when I would sleep and when I would be on the phone"

I include a card in every order asking for them to contact me with any questions or concerns but this is the first time I'm hearing any issues. I'm wondering how best to respond. Had she contacted me directly I would have been happy to send her another pair or issue her a refund with proof that the item was broken.

Is it best to respond publicly since it is such a low review? Should I contact her directly? Offer her a refund/replacement? I appreciate any advice!