Hi Sian, I appreciate the frustration, but not the way you have gone about posting an unreasonable comment. Honestly, if your coffee-shop closes at 5:30 pm and you can’t get a latte, does that warrant a one-star slap? My staff tried to offer you an appointment up to 6pm (although they officially stop at 5:30 pm), and after that we have to recognise that the property is tenanted - maybe the current tenants would value their own peace and quiet? We have listened to the recording of the call: there wasn’t any rudeness, but as you put the phone down mid-reply you weren’t there to detect that. But tell you what, just contact us again and ask for Gosia, Branch Manager, or Andy, Director, and we will work something out