We are sorry that on this occasion you feel that our service didn't meet our usual high standards. As I explained during our subsequent conversation, a viewing time slot was initially offered but not confirmed. Unfortunately when you called back to confirm two days later that slot had been taken by another client and was no longer available. As with many businesses at this unprecedented time, we are trying to offer our services under strict government guidelines and an extremely busy time for the industry. Unfortunately this means we cannot hold appointment slots for possible viewings. I was present in the office during this incident and would like to again assure you that the staff member was confused as the statement you made did not correlate to the information on her screen. She in no way meant to appear rude nor was she questioning you. She is a new, junior member of staff and has been very upset by the incident and the resulting review. At Stones Young we feel that everybody deserves a chance to learn when starting a new role and we are sorry that on this occasion you were so affected by her inexperience. We are also sorry that during our conversation you decided that the property you were seeking to view wasn't suitable due to its parking situation. If in the future you would like to view any of our other properties we will be happy to accommodate you. Regards Jo-Anne, Director, Stones Young