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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

Have bought two Highly Sprung sofabeds and am really pleased with them - really comfy as both bed and sofa. I chose them because I live in a tiny cottage with chronic access problems and after a lot of research, I came to the conclusion that these were the best sofas on the market for those issues. I was right. They were really helpful and friendly in the shop and the delivery guys really went out of their way and took a great deal of time to hoist things in through a first floor window and then took a long time to assemble the sofas, which are stunning. Cheers Steve and all at Highly Sprung!

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