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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

I went for eye test recently and as I have complicated eyes i wanted to see someone experienced but no one available on that day, the optician who i saw could not answer my questions, and he ordered my contact lenses for which I never got a call back. I called few times about the lenses, finally they arrived and was seen by the same optician again but I couldn't see with the lenses and he said he needs to order again. I went to a different optician and found out that they were giving me the wrong prescription. I called back to complain not only to find out that the optician i saw is director and that he would call me to explain, but not had a call yet. AVOID not going back again!!

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