Hi there.  I visited today with three of my children to come and get some ice cream to take and enjoy at the river at Blanchland - we have been visiting your farm for many years and have always enjoyed the quality of your product from back when we used to leave money in the honesty box and take what we needed - usually not bothering to count change.  As we live locally my children often ask me to come and pick up two or three large pots and sometimes some steak.  Its a lovely 10 mile round trip and I have reccomended you to many friends with families in the Medomsley and Ebchester area.

Unfortunately something has gone wrong which is why I am writing to you.  Two somethings one more minor than the other.

Firstly on my visit to yourselves on Sunday the 24th about 3pm (it was quite busy which is a good thing) we arrived to get some ice cream and a coffee to take away.  After queuing for some while we were diverted to a freezer queue instead where I purchased some toffee ice cream and some vanilla as well as a cup (half a cup if Im being picky - not sure where the rest went).

On asking for a spoon for the ice cream I would have assumed the lady at the counter meant I wished to deficate on the floor.  "You cannot eat your ice cream here!" was the response.

Yes.  You are an ice cream parlour and I wanted to take some ice cream away.  I did not want to be branded some sort of a sneak thief trying to break into your garden to illicitly eat ice cream.  Perhaps the Ice Cream Gestapo would come take me away?  Anyway Im being snide - I did not like being made to feel embarrased because I merely wanted a plastic spoon.  (or even two and a napkin to take away)

Secondly on leaving and returning to our car, just as I was about to leave I looked out my window to see that a waitress had pursued me all the way clutching some sort of a broken cup.  My 12 year old son had allegedly gotten a hold of this cup and broken it.

My 12 year old son with a broken arm in a sling.

A disabled son that I have to watch constantly as I am technically his carer.  If he did break a cup then we are very sorry - however chasing us down to the car park with no evidence beyond "A customer saw him do it,"

Seriously.  I was then charged £8.50 for the cup so that I could leave your car park.  One that I really do not wish to bring my family and friends back to again.

Yes I am just one customer however I am still your damn customer and I had built years of trust in your damn firm.  I was upset and humiliated by both actions and it makes very unhappy indeed.  I am not some bumpkin from the South who will never return again to this area.  I like your ice cream farm, Im impressed the business has grown however it will not continue to grow if it is seen as a family unfriendly establishment that makes local people feel like idiots for wanting to take their son for some Ice Cream.

It was a nice cup Im sure.  It looked like it had a cow on it from the picture on the pieces the lady was clutching.  My wife was so embarrased she was going to give her £20 and drive away - I politely explained my dissapointment and paid for the cup.  I didnt get the pieces of the cup however. Perhaps she glued them back together to resell it at a discount?  I wouldnt put it beyond the customer service I recieved.

Last question then - I didnt wish to go back in however how did my son knock over a delicate cup anyway?  He walked from the garden area to the exit in a line.  Was it hanging from a rope or something?  Is there a cup obstacle course we missed somewhere?  Do you keep ornaments for sale at knee height perhaps so that people bump into them to improve your sales?  It did upset my disabled 12 year old son.  And my 17 year old daughter who helps us look after him.  And his 7 year old brother.  Not a fun day out.

Like I say I feel shamed and embarassed and somewhat annoyed hence my email.  You have always done a sterling job and perhaps you were overworked that day however it ruined in 30 minutes my impression of the entire farm.   I hope this is not forever.


Sincere regards

Cris Robson
Ice Cream enjoyer and Sad Customer