SIR – The new Marks and Spencers is very disappointing. It has lost its friendly local feeling. It reminds me of the Blackfriars Market Stall.

Whoever designed the cafe failed miserably.

Midway on the serving counter the queue had to constantly stand back to allow the staff access. The service was poor. The hot chocolate was cool.

As for the toilets – dreadful, no room to move, too few, hot taps of water constantly flowing – what a waste.

The planners should be named and those who okayed it brought to book.

Stuart Rose, where were you?

JACKIE WOOD, Worcester.