Facebook reviews... are they valuable or detrimental?

This has always been something I've been in two minds about. The review option for businesses can be really beneficial, as long as it's a good review you are receiving. Then there's always businesses that have bad days and I think for the most part people can accept that. But what about when a business receives a response that they don't feel is justified? This is exactly what happened to The Howard Springs Bakery in the Northern Territory. They received a one star review from a customer about a cold pie and an out of date iced coffee and boy were they not happy! They responded in a less than nice fashion (check it out below) and boy has that blown up in their face!