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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

I must have made more than 10 trips and spent hours asking questions, taking measurements etc. A difficult customer I fear, but not once made to feel so. The team was incredibly friendly and helped me make the right choices for my new home. I ended up buying three pieces! They look stylish, are super comfy and are definitely value for money. I really shopped around and I can't recommend these guys enough. I like the fact they are made in the UK, the turnaround is super quick (4 weeks), and delivery is hassle free. For quality, style and good service this is your company! Thanks guys!!

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