The image at the right is a snapshot of our Google Reviews 5.0 score around October 2026.  It had been that way for a long time, perhaps for 3 years or so. Then, a few weeks ago, an  Administrator noticed that it had decreased to 4.9, the current score to date. We wondered what had happened and so we talked to staff and looked into it. Then someone remembered  a cantankerous female store visitor who'd called at our factory wanting a specific and very specialised custom service. However we weren't able to  help her because we never had, offered, or advertised the service that she was looking for.