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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

Beware buying or receiving gift vouchers from this place as I was given a voucher for a full body massage for my 50th this year and when I rang them to book an appointment a few months later I was told to read out the hand written number on the back I was then told it had been used already, I said that cant be because the gift voucher has been in the same place since I received it and I still had it. I was then asked to got to the shop on a Sunday to see if the massuer recognised me, outrageous treatment, you dont have to show the gift voucher which is yr evidence that you are the owner..

Name: AC
Location: Kingston

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