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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

We have scouted the market for sofabeds and Highly Sprung offered the best value for money by far. With a lot of models available and a large selection of fabrics plus some customisation options, we got exactly what we wanted. The quality is very good from what we can tell so far, and we were very pleased with the customer service as well. What is more, the sofa got made and delivered within a very short time frame (under 3 weeks!!!), even though we asked for some customised parameters and it was before Xmas.

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