Ratings

So a customer gave me a wrong address to deliver their products.it was their neighbors address and then they gave me a 2. Why are people so quick to give a bad rating even though when it's not my fault. In the customer support is a joke. They said I was not eligible for ourThey said I was not eligible for a removal of the rating. There are also getting quite rude. On top of that, we had a snowstorm and got stuck in the driveway.