Pathetic service from Mug and Bean gateway

I had the worst experience in Mug and Bean gateway branch. Firstly it took us a good ten minutes before someone attended to our order.The waitress didn't understand our order which we called out from the menu and we had to explain again.We finally gave our order in and it took about an hour before we got our order.I ordered for a bottomless coffee but only had one cup because after the waitress gave us our order didn't even check on us during our meal. We tried to get someone's attention but everyone was busy.I finally got upset because the thai chicken noodles that my daughter ordered for was pathetic. The soup was like water and the noodles overcooked. I then asked to see the manager but I was told that he's busy.I asked for the manager again but again I was told he's busy and no one bothered to call him.I then got up and went looking for him.I finally got him and I explained my disappointment in the service and the quality of food being served there.He didn't apologise instead said if I want a cup of coffee to go,he will organise it.By that time my family and I was so upset that we just paid the bill and left.Is this the kind of service we must expect from such a huge brand? We are from Johannesburg and service is the most important thing in our restaurants. We were not given the attention that a customer deserves and quality of food is pathetic in that particular Mug and Bean.I bragged to my family about the dish my daughter ordered for and I was really embarrassed whenI saw the quality. The service from the manager was terrible. He should be taught to apologise.