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At All In London we don't want business owners to feel helpless about negative reviews but at the same time we don't want to delete genuine comments from customers. In our experience the best way to ensure that the business's reputation is maintained is to openly respond to negative reviews, this can turn the situation around in your favour and show other users that you're not unreasonable and are dealing with it professionally.

Here is an example of a business that has replied to a user comment: response example. In this example the business manager shows a professional and rational approach that would only serve to give new customers more confidence in the business.

The review

The review in question

Total violation of statutory rights of a customer!! DONOT buy anything from them!! I recently bought a Toshiba laptop from them and I was not satisfied with the sound quality. And when I say "sound quality", My Blackberry could play the same song louder than the laptop even when its on full volume.

When I asked for a refund under change of mind policy + not being satisfied with the product + not fit for purpose (as I told the sales person that I will need the pc for multimedia entertainment purposes) which BTW are all my statutory rights, I was told by the store manager that as I have opened the packaging, "There is no way I can get my refund".

Their Terms and Conditions clearly says, "Although your statutory rights as a consumer will not be affected" but they just denied the fact. They said to me as there is nothing wrong with the machine, we will send it our repair centre and if our engineer says its not faulty, then its not faulty.

I was totally shocked!!

I called Toshiba to ask if there is such a reseller policy and they were completely shocked by hearing such a "NO REFUND" policy.

The Sales Person will stick to you and follow you in entire shop until you buy something, and when you do it, they will forget you and will put on their "NO REFUND" face.

They have this Manager's Discretion under which they will deduct 15% if you want to return it, I negotiated at 9% deduction and got rid of that laptop. Paid £449 and got back £409.

They walk away from you while you are talking about refund, no eye contact and try to confuse you into your own statements i.e. "so you are saying?", "So you are telling me?" "But you just said".

They just tire you down physically and more importantly mentally by holding the "NO Refund" Fort until you just give up to the 15% deduction policy.

The Duty Manager "Denied" to give anything to me in written as a reason for no refund and said he don't really deals with customer but he's

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