It can be important for large accounts to pay attention to criticism (as long as it's not actual abuse/prejudice).
Just had a discussion the other day with someone who was pissed off at me. When we chatted a bit further, it turned out the settings I had on my website were preventing their accessibility features working on their browser.
So, if I'd filtered them out based on their initial post, I'd have missed out on really important info and totally valid criticism.