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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

I bought an ex-display sofa in December 2013.
Very nice sofa, but a day or so after delivery, I discovered that the material/cover underneath was coming off.
Subsequently sent a couple of emails - asking if any help can be rendered - I got nothing back.

Now I would expect some sort of response - even if to tell the customer there is nothing for them further to do or make some suggestions. Not ignore the customer completely.

Improvements? Basic customer communication. Buying an ex-display product does not mean the customer should be ignored afterwards.

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