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From the 13 reviews sampled out of 21 total on Google, the clearest pattern is that customers who have a positive experience credit specific people — Chris for design empathy, Peter Norman for site visits — rather than talking about the business generically, which usually indicates genuinely attentive service rather than a factory-floor operation. That said, the sample is small and the trajectory is uneven: earlier reviews cluster around five stars while more recent ones show wider variation, so the experience isn't uniformly predictable.