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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 bought a new sofa at Highly Sprung, it is definitely worth visiting the shop to see the sofas and get ideas. The staff were all very helpful and knowledgeable, friendly and not at all pushy. There was a 'can do' attitude from start to finish, all aspects of the sofa design could be accommodated and it becomes almost a custom made sofa at a very competitive price. Delivery was quick, four weeks and the sofa is great quality, extremely comfy and as planned. A great all round service, and a UK based company. Highly recommended, (particularly the 'slouch couch').

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