Problem with review system and Envato not helping to author

Every author is probably facing the problem with the review system.
We work a couple of months for creating an item with higher quality for sales.
After getting approval and good sales, sometimes it’s stopped due to bad review without any fault of the author. it’s my item and I was getting good sales. But after getting 2 poor rating, the sales is almost stopped.
Here is the screenshot of the review page

  1. I got a 1-star rating because of user can’t active the VISUAL COMPOSER. I told him that its bundle with the theme and no need to active it. But he rates us 1-star.
  2. Another buyer rate 2 star because of he didn’t like VISUAL COMPOSER.

Now the overall rating of this item is 3.67. Envato should take care of author and approved the item.