Customer relations question – negative rating because the item doesn’t match her decor

I have a customer who gave me 1-star rating without any comments. I reached out to her asking which aspect of the product that she didn't like, and whether I could do anything to help. She responded that the product itself would have gotten a 5-star but it doesn't match her room. I then mentioned that we do take returns and we are more than happy to send across a prepaid shipping label, but she decided not to respond. I wonder if anyone has been in similar situation and if there are better ways to handle the situation? Personally I feel quite hurt but I know I need to be professional in handling the situation… Thanks!

submitted by /u/normaliao
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