A customer places an order and 6 weeks pass without a word.

Suddenly a 1 star product review is left stating there was a problem with one of the 2 things ordered, a 5 star product review was left for the other item.

The customer did not get in touch first to let me or Amazon know.

There is no longer the ability to respond directly to product feedback.

The message I sent to the customer was rejected because they have opted out of unsolicited emails.

So how am I supposed to rectify this for the customer and let future customers know that I have tried to get hold of them to find out what happened and have changed the product in response to the bad review?

Any suggestions? @Sarah_Amzn @Julia_Amazon@Winston_Amazon