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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

After visiting numerous sofa shops and department stores in London, I eventually came across Highly Sprung on Tottenham Court Road and found a sofa that was both comfortable and stylish. I was impressed with Steve the Manager’s knowledge and his positive ‘customer care’ attitude. The made-to-order sofa was delivered on time and with great care by Paul, who also oversaw positioning of the piece. Steve, Shah and the rest of the team deserve full marks for making the acquisition of a British made sofa a pleasurable experience.

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