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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

Ordered a birthday cake with a picture of my daughter on top. They said I will have to pay £10 extra to bring the total price close to £60 which I agreed only to get a text message from one of their employees morning of the collection day to say the printer was not working and that the cake will have no picture. I was fuming !My daughter prepared for this for a long time , dressed as her favourite princess , took many pics and sent the best picture via email to preserve quality . I don't know if they understand every birthday cake is special to the child. In short I wasn't a I happy custom

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