I am going to write a reply but it’s not entirely in response to the OP, this is just some advice I feel like sharing.
There is a simple solution for this and this is to offer people a 'No Copy', 'automatic delete after so much time' DEMO to try first, this way you can leave a polite comment asking them to explain a bit more details on the problems they have and offer to help them understand the instructions and functionality of the product better. Then add to your comment pointing out that there is a DEMO of the product for people to try, this way the bad review turns into a prompt or invitation for any one interested in your product to test it out and make a judgment of the review them self's.
But saying that all reviews are good even if they are seemingly bad, as I explained above you can use a bad review to your advantage. From what I’ve learnt from customers, they like to see a bit of balance in the reviews so I actually believe a few 1,2,3 star reviews are in fact a good thing if you can leverage them. But at the end of the day the new customer will decide whether or not to take those negative reviews into account, after seeing it inworld or trying out the DEMO.
Main thing I want to say is ‘and this goes for all merchants’ don’t ever let negative reviews affect you, I remember how I felt getting my first unfair review, after spending so many months on my product, I just can’t explain the feeling I had it was not pleasant and I actually felt really deeply depressed. Personally I don’t suffer from depression but in this case I really felt it and I felt awful for days. So again don’t let them affect you, use them to your advantage, let customers see that you are a strong, logical, understanding, supportive merchant, even if you feel the review is fake treat it like it is not, If you can stand by your products you can always trump these type of reviews.