You can't go to Harrogate (or York) without calling at Betty's shop to load up with of some of the delicious cakes and pastries they make. The thought of forgoing the unbelievable vanilla slice in particular sends me cold. However my experience yesterday sours it...all for me. There is always a queue - even a queue to get in the shop at busy times - it's that popular. But yesterday I was completing my purchases having spent about £50 on cakes when an elderly lady tried to pay for a £6 box of shortbread and was told firmly she had to go to the back of the queue. *Even though* she explained she'd *already* queued to get in. Instead of going straight to the counter she'd been browsing the shop and when she went to pay - in all good faith thinking she'd queued to get in and was a respected customer entitled to pay for her item - she was sent to the back of the queue, which by this time had built up behind us and was certainly at the door if not actally stretching out the door. I was shocked and livid so paid for her shortbread so she wouldn't have to queue *again* but the rigid callous arrogant attitude towards this lady horrified me! If Betty's can't handle its own popularity - and its queue - and if they can't respect customers who've already queued to get in to spend their money in the shop, then they have failed abysmally in their customer service. Worse though, if they are comfortable treating older and less mobile customers in such a cruel, inflexible and humiliating manner then theirs is a shop I would prefer to stay away from no matter how painful it will be to forego the vanilla slices. Shame on you Betty's.More