Visited the Cafe in West Quay today 12.30 12 January 2023. Two coffee points open as usual, made our selection and proceeded to queue. However, it was unacceptable because the individual trying to make the drinks and take orders was inexperienced, slow, nervous, didn’t engage with her customers and didn’t attempt to ask another member of staff for help. We stood in disbelief for 15 minutes with the lady at the front of queue still not having her drink put onto her tray. The 2 ladies in front of us put their sandwiches and tray back and left very unhappy. One of our party approached the hot food counter to request supervisor assistance, the lady with the grey hair told her if she didn’t like it to go elsewhere. The 3 of us heard her sniggering with the other members of staff, it was shocking, there is never a supervisor to hand there, there is never any urgency amount the staff, who are poorly trained. One of our members had a hot cross bun and asked for it to be toasted, when it was taken away, instead of slicing it in half and toasting it properly it was stuck under a toaster as it was whole it was totally insulting. My tea in the tea pot was tepid and i could not drink it, i waited 30 minutes for my jacket to arrive, the elderly lady on the next table was complaining as she had waited half an hour. It totally ruined our outing. We are M&S card holders and we will not be returning to be insulted and disregarded and see others being treated the same. You should have closed the restaurant until you could cope with the poor individuals already in there. You should review your recruitment process. You should train your staff in customer service but you just do not seem to do it any of your stores we have lost complete confidence. You used to be the best, a little biscuit in the saucer, now we don’t even get a saucer, it’s a shambles. You don’t even want us there.