Which ONE?? Ohhh. I see it now! Apparently your items must attract some really bad buyers, since you've had 5 negs, accompanied by some pretty nasty comments during the past six months. If I were you, I'd focus on what I can do to improve my customer service in order to avoid accumulating more negs. And FYI, we CAN see your comments on those negs. The responses to this particular buyer sound somewhat retaliatory. Sometimes, no response is better, or just a simple "Buyer received full refund." That would put you in the more favorable role of one who chooses to take the high road and remain professional when dealing with ALL customers. Buyers will look at that and realize who is probably being honest about the outcome of the transaction.
I would recommend trying to remain professional in any and all communication with buyers. A couple of the negative feedback writers stated that you had sent emails that came across to them as threatening. This IS a business, and you're not going to have satisfied customers 100% of the time. Just remember, though, that it's in your best interest as a seller to always be professional and courteous, even if it's with a fake smile and gritted teeth.
Belle
