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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 were after something very specific and couldnt find it anywhere. All the places we had visited told us we would have to pay a huge sum, and wait more than a month for something that only went some of the way to meeting our expectations. Highly Sprung built us a bespoke sofa, in 2 weeks despite it being over the busy Xmas period. The sofa was exacty what we wanted, and month in we are really happy with our purchase. Thanks Highly Sprung, you were a great help!

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