On the occasion that I receive a negative comment, keeping in mind that I have a crafting channel and there is not a lot of controversy stirred from toaster koozies and greeting card making, lol. ( I don't make toaster koozies!) I try the kill them with kindness approach. I want to be sure my viewers that read the comments see me handle the negativity with class. I know that some people are just gonna hate but we need to respond the way we want others to respond to us.
However, if the wording or language used is inappropriate I would block the comment.
I do not want to be that person that only allows pretty, sweet, complimentary comments but I won't be spoken to in a disrespectful way either.
It sounds like you are doing the right thing...