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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

Just thought I would send you a brief note to let you know how pleased I am with the little sofa-bed you have made for me. (Order No.TC 1445)

It was delivered yesterday bright and early by Paul and his co-driver who got it up to my flat on the first floor of this place with professional ease. It fits beautifully into a rather restricted space. When your staff in Tottenham Court Road told me something could be made to suit my own specification I knew this would be the firm to order from; your salesman talked me through the options and made the decision easy. Thanks so much.

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