Any time you post anything on a social media website you are always going to get some kind of feed back it will be either negative or positive. It all depends on how you handle the feedback that can make or break you.
Lets start with positive feedback because it is the easiest to work with. You should just thank them and encourage to continue to give you feedback so that you can keep making products that the consumer wants.
Negative feedback is a little different in that you have to first figure out what the person/consumer is complaining about. Is it something about your product or is it something you did regarding the product. Make sure you understand what the issue is. Once that step is done then you must reply. **DO NOT** just ignore it. Thank them for voicing their concern and that you are working on trying to rectify the situation. Always continue to thank them and encourage them to continue giving feedback so that you may make products that consumers want.
All in all — It is never good to get into arguments on social media with a consumer. Makes your company look bad and it is easier to catch bees with honey than vinegar.