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I'm sorry that you felt unhappy with your visit, but your account doesn't reflect my experience at all. As a customer, I have always found the lady who works here to be extremely helpful, friendly, and accommodating. On my visits, she has gone out of her way to assist customers and create a welcoming atmosphere. I also find it a little unusual that this review has been posted on a vegan-food listing, as the complaint appears to be about a personal interaction rather than the vegan food, service quality, or accessibility of the business itself. As someone who is deaf, I can only speak from my own experience, but I have always been treated with kindness and patience here. In fact, the lady has even used sign language to help communicate with me, which I greatly appreciated. I would also point out that telling someone to "go back up North" is a concerning remark in itself. It says far more about the person making the comment than it does about the member of staff being criticised. Everyone's experience can differ, but based on my own visits, I have found the lady to be helpful, respectful, and willing to support customers with different communication needs (That said can we please stop using 'middle aged' like an insult, females already have many standards that we have to adhere to, aging should not be one of them) For the vegans, the choice here is fantastic and the vegan sausage roll is my go-to when feeling peckish. Have a great day