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Based on only 17 Google reviews in total — with 14 analysed here — the clearest pattern is that Kelly and Gillian treat each customer as an individual project rather than a walk-in transaction, spending real time on design problems and talking directly to tradies when needed. The sample is small enough that you should weigh it accordingly, but across six years of operation the feedback is remarkably uniform: no complaints about pricing surprises, product quality, or follow-through appear anywhere in the sample.