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Why respond?
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

Sharing my experience for the benefit of the company. The couch made for me was extremely poor. The couch came apart from the seams, the leather quality was bad, the alignment was out and one of the pillow plastic zips broke. The couch was beyond repair. I wanted my money back. The company never gave me an official response and misled me on the phone. I fought through the banks to get my money back. It took 5 months before I got a full refund and the defective couch was picked up. I was disappointed by the time-playing tactics by the company although they acknowledged the quality was poor.

Name: Tage
Location: London

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