first bad review

tldr: do i respond and what

hi so i’ve had my shop for about 2 years and its still very small in early stages. this doesnt bother me tho i’m not trying to become an overnight sensation, i’m not able to work in a conventional job for various reasons and this is just a small step for me to try and get into some form of work.

recently, in the past 6 months or so ive had a lot more orders. this has been going well and so far all feedback has been great. i mainly sell stickers but i have a few keyrings and washi tapes but theres one particular keyring that is my best seller and i’ve had a few reviews all being 5 star for item quality and a couple even saying the item felt good quality and better than they expected. but today i saw a review for 3 stars and a response saying the keyring felt cheap and tacky and not at all like pictured.

besides this being obviously very disheartening i’m not really sure how i’m supposed to respond to this. i would love to reach out and understand exactly why they feel this way because i personally don’t think they feel cheap or tacky and i think i picture all my products really well. they keyring in question is designed/drawn by me and then sent to a manufacturer because i personally don’t have the means to make it myself. i check every item when they arrive and again before i send them for quality control and i never see any scratched or marks or anything at all wrong with them (or i wouldnt send it).

i appreciate people might have different standards but for a £5 keyring i really don’t see the issue at all. anyways to wrap this up should i respond or leave this alone, and if yes what should i say to avoid coming off rude or like i’m disagreeing with them or something. i really value all feedback and opinions even if i disagree and ultimately i want every customer to be happy with my product even tho thats a little unrealistic. thanks for any help in advance :))