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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

Steve was excellent, the sofa that I chose was an impulse buy but gorgeous and a v.good price for its high level of craftsmanship and the fabric. I am particularly impressed by the fact that all H.S. sofas are made in the UK. Steve was incredibly accommodating, added some beautiful cushions into the mix & bent over backwards to arrange a prompt delivery the following day! In fact, he tried his best to get the sofa delivered 2 hrs after I bought it but his drivers weren't available. How impressive! A store with great designs where people genuinely care to meet your needs and go the extra mile.

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