UPDATE: Despite my better judgement from previous experience, I attempted dine-in. I was greeted & seated promptly. One server came to my table & said he would be right back to take my order. Then a woman came to take order & wrote down my requests. She promptly returned with a cotton candy lemonade. I sat by the windows along the main road & was freezing because of vents over my table so I alerted 2 servers I would be moving my table. I asked them to let the woman who took my order know because I had not seen her for a while. After over 25mins of waiting & no check in or seeing the woman who took my order, I went to the counter & asked about my food. Kitchen + servers said they never received the order & were completely confused about who took the order saying nobody was there with that description. I literally wasted over 30mins of my time waiting for a ghost server with a ghost order. The original man who greeted me was somehow surprised at me being there & curtly offered to take my order. At that point I had no desire to eat here anymore given I was in the midst of a family emergency. I declined & finished my lemonade which was the only silver lining to this visit. I will never recommend or patronize this establishment. Will report to corporate!

#1: I attempted to place my order by phone. They have an automated Service which answers the line and it is hard to get through to a service rep to be able to make modifications to the order.

Upon being connected and trying to place an order the staff member Luis interrupted my order which was simple to attend to a guest at the register. He rudely interrupted me mid order which was quick over 3 times before finally asking to place me on hold. I ended up on hold for well over an hour. I sat in the lot outside the restaurant with my hungry toddlers awaiting an answer before finally being hung up on. I recorded this call.

After calling back to express my discontent with the service by phone. I was told Luis tried to pickup my call but got no answer ... This is not true and when I told him I recorded it he did not say much else to contest this. After that I requested a manager to make a complaint to regarding the situation. I was hung up on again.

I had to make sure this complaint was received because at this point almost 2 hours to order one simple meal was extremely ridiculous. I again awaited automated service to connect me and was once again told by Luis they tried to answer me. That was clearly a lie because it was hung up within a few moments of elevator music while waiting for the manager. I did not get connected to anyone or hear attempt to connect with me.

I finally was routed to the manager Leo who I expressed my concerns with and he disrespectfully cut me off while expressing myself and asked if I wanted to place my order. At this point no... Absolutely not. We could have eaten 3 times over and I would not force my kids to endure any further poor customer service. When I let him know I didn't want to place an order he asked me what he could do for me before I even could finish speaking. He once again urged me to place the order with him.

I finished up the conversation requesting he work with his team on being responsive to the phone orders, ensuring they pickup holds and avoiding the rude service cutting me off in the middle of placing my order. Like please -do better I should not have to wait this long to get some kind recourse or action to get my simple order in the system. I am scared what the other side of service would look like if I had actually received the order of this is any sign! Definitely a few red flags. Management should be a listening ear and offer to make the situation better. Leo did a poor job doing both.

Thumbs down y'all ran me away I haven't eaten Norms in over 5 years because I moved and thought it would be a nice experience but thanks for letting me know that you do not value your customers enough to even place their order. Good bye so long farewell! I will go to black bear diner for the meatloaf and Denny's for value breakfast 👋