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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 had a Highly Sprung sofa bed for 7 years and I have been very happy indeed with it. We recently decided to change things around and didn't need the sofa bed. A friend had always admired it and she was very pleased when I asked her if she wanted it. Steve Black arranged for it to be dismantled, collected, transported and reassembled in my friend's house. The whole process was straighforward and quick. The men doing the work were efficient and pleasant. So I would like to thank Steve Black very much for his help which went above and beyond what I was expecting. Thanks again Steve!

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