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Why respond?
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

As I told Charles, Highly Sprung's most amazing sales person, I hate shopping! And after having an extremely frustrating experience with a previous company and a sofa bed that had to be returned, I was not looking forward to starting the search again. But thanks to Charles' wonderful customer service shopping for a new sofa bed was a real pleasure. Charles has great timing and knows when to offer help or let you walk around and take your time to shop. He is extremely professional, knows all the products and fabrics inside out and is really friendly and helpful. My sofa hasn't even arrived yet and I am writing a review so that you give an indication of how good the service was! I'll write another review when the sofa comes but I have no doubt the product will match the standards of customer service. I tried it out in-store and it works so lifting up cushions and pushing pieces together - one pull and you're ready to sleep. Thank you Charles and Highly Sprung.

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