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Review to be reported: Only place to take shelter from the thrashing rain
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Name of business: Debenhams

Yell.com page on which the listing is the subject of your complaint: https://www.yell.com/biz/debenhams-gloucester-5323046

Review that you believe is false or otherwise defamatory: It was February and very stormy, me and my friends had just finished in Kaspas down the road. The wind was getting stronger and the lampposts were starting to sway violently, so we decided to take shelter in Debanhams. We still had some milkshakes with us from kaspas and maybe that was frowned upon there, but no one said anything. I think the workers were afraid of us bunch of teens stealing anything there so they kept a close eye on us, it felt awkward and rather weird. They didn't trust us at all!! We went upstairs to go to the toilets and there was an art place up top next to them and so we took a look around and took some pictures, but there were two workers there who were chatting and staring. It was very obvious they were talking about us. It made us feel uncomfortable and put all of our moods down. The toilets were basic and served its purpose, and was the only place where there weren't eyes on us at all times. We proceeded out and they slammed the door as we left. Very rude!!

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Negative reviews

A negative review is not something that can be reported, but it can be managed. Please see below our guidance and advice when it comes to negative reviews.

Turning a negative review into positive

Don't panic if you receive a negative review about your business. It's not necessarily a bad thing, when handled in the right way.

Negative reviews:
  • Give you the chance to publicly showcase your customer service skills; showing potential customers that you take feedback seriously and aim to resolve mistakes that have been made. Naturally things go wrong but what a great opportunity to show that you care enough to resolve the issue
  • Are not always relevant to prospective customers; a 1 star review left for a restaurant which details that the staff aren't child friendly is unlikely to impact a couple who are looking for a quiet venue for their anniversary meal
  • Show transparency and authenticity; would you trust a business that only shows 5 star ratings? A mix of reviews are much more genuine and believable to any future customers

Click here for examples of responding to negative reviews

Managing negative reviews

The most powerful way to take control of your online reputation is to respond to all reviews as the official business owner. Take the opportunity to read through the below advice before you reply.

Tailor your response around feedback given:
  • 1

    Where a mistake has taken place

    Resolve the issue by offering solutions publicly
  • 2

    When you have a disagreement on event

    We recommend that you take the discussion offline. If you know who the customer is and you have their contact details, take the initiative of calling or emailing them directly in order to resolve their issues. If you don't have the customer's details, then ask the user to contact you directly so that the conversation is not visible for all to see

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Examples of responding to negative reviews

IanP-43
07 Jul 2017
Poor service
Needed to change to a combi boiler and fit new radiators, Originally very good and work completed in time but had a leak straight after that damaged ceiling,leak was fixed promptly but nothing done about the water damage, then another leak caused loss of water pressure and more ceiling damage, called J Wilson but they were on holiday, so had to get another heating engineer in at cost to myself, leak was fixed and extra pipe work removed that should have been taken out originally, was advised by engineer that excess legs of pipes cause stagnate water which can cause legionaries disease so should of been cut right back but this was left half way across the length of the loft, I have been waiting since the 8th of May to have radiators bled after all the leaks and to sort out ceiling damage with promises of getting in touch soon but never heard back and feel like it’s pointless contacting them again as I’ve called, texted and emailed but no one does anything about it
Business Response 02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
Business Response 02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
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Daz57
13 Jan 2017
This company is a joke to say the least
Don’t even bother ordering from this online store, as you will be wasting your time, energy and money, as they do not deliver on both the products and customer service.

I’ve ordered a Stihl Backpack blower, on the Wednesday 11 Jan (expecting my item to be shipped out the following day), only having to call up numerous times on the Friday (When I was supposed to have received my items, since they claim they do next day delivery), and be told that they didn’t only have the stock in the first place, but also were too complacent to have let me know in the first place.
Business Response 30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
Business Response 30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
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