The Borders Distillery — Local services in Great Britain

Okay, I've been debating how many stars to give this review and whether I even wanted to write it. I've decided to write it down anyway, to express my annoyance and in the hope that Borders Distillery will improve its internal communication. On August 3rd, I participated in the distillery tour. There were only four participants, but the limited turnout was certainly not the tour guide's fault. She had a great story, showed everything well, and was enthusiastic and well informed. Afterward, I was given two driver's drams and told that I'd get a 10% discount in the shop after a tour. I then asked if that discount was still valid the next day. After all, I would like to taste a whisky before spending a substantial amount of money. The friendly guide and the woman behind the counter said it wasn't customary but that it was possible. I was given a discount button to use.

That evening I tasted the drams. Not great, but good enough to warrant a drive to Hawick, a good 10 miles from my holiday destination. But when I got back to the distillery, I found a different lady there who didn't know anything about it and said the discount was valid only possible directly after the tour. The fact that I had a discount button didn't matter. She even went to ask at the office, but they didn't know anything there either. So I didn't buy the whisky.

You know, it's not about that little discount. Or that I had to drive all that way for nothing. But apparently, at this company, one person doesn't know what the other promises. And they're not flexible enough to handle deviations from the 'rules'. If you have a strict rule of 'discount only after a tour,' that's fine. But don't promise it will be okay the next day. Or make sure your internal communication is sound so it can be done. What I find particularly disappointing is that I initially had a great experience, but now I think back to the Borders Distillery with a bad taste...

I booked a 3pm tour but when I arrived and spoke to the staff in the shop I was told there were no tours at this time of year. I knew I'd paid had the email so after a brief discussion in the back office they arranged for one of the distillers to take me on my tour! The booking was obviously just some glitch in the system and no ones fault. My tour guide arrived, a young lad called David, and he was brilliant. His knowledge and enthusiasm were fantastic. It's quite obvious that he loves his job which is great to see in this day and age. He knew the history of the building from times gone by the present day. I love the old small distilleries but I loved this just as much! It's so good to see new initiatives and businesses like this that are a success. I'm sure Borders will continue to grow and grow in the coming years. I couldn't sample anything due to driving but if you're able to you will be given a fair few drams to try including Vodka and gin. I cannot say enough good things about this distillery. The staff were all brilliant, the place is immaculate, the shop has loads of products and other articles for sale, I even got to speak to one of the owners who was an absolute gent. If you're in the area make sure you pay it a visit, you won't be...

I visited the distillery on Saturday 9th July and was given the guided tour by Chris. It was a boiling hot day which accounts for the reason there was only me! The tour was excellent; Chris was extremely knowledgeable and explained the processes in just the right level of detail. I found it really interesting - and good value for money ... £12 for a 40 minute tour and an unexpected two free drinks. It was an especially nice touch that they gave you it in a take away bottle if you were driving. All staff were very friendly and helpful. My husband loved the Lower East Side Whisky and the gin has a malted after taste that suited him too. Would thoroughly...