I ordered a Floater Coffee through the app and waited for thirty minutes without receiving it. Frustrated, I went back into the restaurant to ask why it was taking so long. The staff member I spoke with said she was new to the company and didn't know how to make the coffee. She then asked another staff member, who also admitted she didn't know how to prepare it. They said they'd ask the manager to make it, so I waited another five minutes.

I eventually returned to the store to ask the manager about my coffee, and she admitted that she also didn't know how to make it. She even asked if I knew how, but I didn’t, as I just liked the sound of the coffee. She then went to make it herself. After another five minutes passed, I returned to check on my order. As I approached the bar, I overheard the manager speaking loudly and negatively about me, which was humiliating. All I wanted was my coffee, and I couldn't understand why I had to ask three different staff members to make it. When I confronted her about her comments, she didn't respond or acknowledge my question. I asked for a refund and left the store.

Another customer I spoke to while leaving was also unhappy with the service. She had been waiting a long time to pay for her food and mentioned she would've walked out if they didn't already have her details. There were only two staff members on the floor, both of whom should have been able to handle the situation.

I've never been treated with such disrespect in a restaurant. I'm appalled that a manager would openly and loudly talk negatively about a customer to her colleagues and then show no remorse or offer an apology when confronted. I will not be returning. The manager's name is Emma, and this occurred at Willow Brook, Bradley Stoke, on 15/08/2024 at 4:00 PM.

Would just like to say, my rating is not based on the food. I did not eat here. I feel bad for giving such a bad rating but I am literally disgusted with how the manager treated me and dealt with the situation.