Mixed bag for us. Five stars is for tour (with Sheila) which was friendly, interesting and informative. Cafe lovely, very reasonably priced and excellent quality. Gift shop experience was severely let down by sales assistant (Jane) who was rude, condescending and very unhelpful. This wasn't just with us, it appears that she has this approach with several customers. We visited the tea room twice, took the factory tour and spent £160 in gift shop only to be met with a very frosty reception when we asked for our tour price to be redeemed against our purchase (which is standard policy). We work in customer service and Jane's attitude would be completely unacceptable, perhaps a little customer service training is in order? It's a good job that the beautifully crafted wares sell themselves because they certainly weren't getting much help on our visit!
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