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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

We are very pleased with our new sofa, foot stool & love seat. The staff at Highly Sprung were extremely helpful and provided lots of information on the many options available. We were able to select the size, shape, options, and colour that suited us rather than one that was built already. The sofa and love seat arrived within three weeks of ordering although it took another three weeks for this missing foot stool to arrive with a bit of chasing on our part. We will be enjoying our Christmas in comfort this year!

Name: Rowan
Location: Maidenhead

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