Business review websites like Google reviews and Yelp are a helpful tool for potential customers trying to make a decision about where to spend our money. But they can often be abused by disgruntled customers who blew something completely out of proportion, are delusional, or just need a place to let off some steam. Unfortunately, using a business' public page as a punching bag can have terrible consequences for that business, especially small businesses.
The person who posted the screenshot explains that it was the ONLY bad review of this business, which gives you a pretty good sense of who is in the wrong here. The all-caps yelling doesn't exactly help this woman's case either.