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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 were having to move downstairs due to my disability and as we did not have an extra room downstairs, but had a huge lounge we decided to buy the Roma (Everday) Sofa Bed from Highly Sprung. From first contact to ordering and delivery there were no hiccups at all. When I asked for measurements they were spot on plus they sent me samples of the leather to choose from. All e-mails answered timeously and courteously. The sofa arrived on the date they stated and we are over the moon with it. This sofa bed is top quality and the mattress is very good and comfortable, which was very important.

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