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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 purchased an amazing sofa bed from Highly Sprung and it is indeed the best sofa bed in the world as their adverts say!!! Its a very stylish sofa and has a very unique opening mechnaism to turn it into a really comfortable generous sized double bed. The memory foam mattress is a joy to lie on. The only complaint I have is how do we make sure any guests don't over stay their welcome because they are too comfortable...?
Delivery was punctual and well communicated so we really can't fault these guys. After shopping around and looking at all kinds of other sofa beds we are really pleased we found Highly Sprung. Its nice to support a smaller independant business too.

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