In this case you correctly sent the buyer three bottles of hand lotion, but unfortunately of a different scent to the one they ordered.
It's perfectly understandable that the buyer preferred to keep and use them rather than return them simply because they were a different scent. They had every right to leave polite and factual feedback to say this.
Sellers don't have a Divine right to expect buyers to trouble with return procedures when an item is still usable, even if not quite what was ordered. This problem came about because you sent the wrong item, and seller protection isn't there to prevent buyers from truthfully mentioning mistakes.