> You had one opportunity to remove the account of the guy who complained and issue an apology

Yup. Giving users the ability to hide content on their own pages would have been a good start. (Or at least flagging it for manual review.)

That said, there are always idiots you have to ignore. Learning how to balance responsiveness is a real life skill. (As is not giving in to base instincts by insulting those potential idiots.)