Hi lovebali, firstly we thank you for including our winery on your tour, we appreciate that as a small family owned winery. I have tried to contact you through your tripadvisor account but you have not gotten back to me. I also spoke to the tour company you used, I know they have been trying to contact you as well as we are very keen to get some more feedback.

I am unsure of when you actually came in, the only day we have narrowed it down to is the Saturday of the Easter long weekend, this was our busiest day of the year by far. If you came in when the large tour was in in the morning then I know the timing you are talking about, we already had 10-15 customers, then a tour group of another 20 people arrived and I presume your group arrived after this?

Being a small family owned winery our customer service is incredibly important to us, we do a lot of staff training on this exact point and we are so proud of all of our Cellar Door staff, they do an incredible job and we know this from the mountain of great feedback we receive.

If they did ask you to wait at all it would purely be because they were so under the pump with the amount of people already having tastings. This was a crazy weekend and we only had 2 staff members each day. Our staff are incredibly professional and passionate about our wines.

I have been trying to contact you to say I apologise if you felt your service was not up to scratch, that is a huge anomaly for us. I hope that you can get back in touch and will drop past our Cellar Door again at some stage to give us another try as our wines are outstanding. Please let me know if you do.

Hi John, thank you for your feedback, I am truly sorry we were not up to your standards on the day, we pride ourselves on excellent customer service, we always want our service to match the high quality of our wines. We were asked by the organisers of the day from the Queen Mary to provide a light cheese platter as part of the tasting, we provided a couple of excellent platters however it did seem on the day the guests were expecting a more substantial meal so I am unsure if that was a miscommunication on the organisers end? I am sure this lead to the dissatisfaction from your bus load. We did bring out more of our dips and cheeses from our store at our expense to try and appease their appetites, but once again we could only provide what we were requested to.

On a positive note I am glad you love the Rose and Shiraz.

thanks for the review l0tusdesigns glad you think our cellar door is lovely, hope you can visit us again.