OMG

A woman who purchased a bag back in the beginning of February finally left feedback...negative feedback. She says that the first time she closed the bag, the drawstring broke. I am feeling a rush of emotions right now. I'm horrified that this woman potentially ruined my reputation on Etsy without ever speaking with me first. I didn't expect her to leave feedback since she purchased a bag from my shop so long ago and to get negative feedback before ever talking to me to try to work something out, how rude! I use quality materials and I sew the crap out of the 2 ends so that they do not come apart. How she broke the drawstring is beyond me. I am extremely honest person and I stand by my workmanship! There is a part of me that thinks the bag she bought is fine and she's just out to get her money back. I checked what feedback she left for others and she has left negative feedback for someone else today as well but wrote that she did make an effort to contact them but didn't hear back. What am I chop liver that I don't get the courtesy of a convo first before she ruins my Etsy life?!?! I was about to celebrate my 6 month etsy-versary with a sale but now that'll have to go on hold until this mess is cleared up. So I sit here needing to vent and on the verge of tears trying to come up with a polite emotions in check convo to send to her to try to "Kiss and Make Up". Is it so wrong of me to have doubts since she made no effort to contact me first to try to resolve the issue before leaving feedback?!