NORMS Restaurant — Restaurant in Claremont

We visited on July 26, 2024. We took our 12 year old granddaughter in for breakfast since she had never been to Norms.

Service was pretty good, food was mostly good. My wife and I had the typical pancakes and steak. Our food was delicious and there were no complaints there. However there was a small issue with our granddaughter's food. There was an unusual and identifiable piece of food or whatever in between her half eaten pancakes. We weren't able to identify the small material, and unfortunately, our granddaughter lost her appetite after seeing some odd material in her food. Keep in mind she had eaten half of her pancakes, so she was kinda freakin' out, not sure exactly what she may have eaten. We brought it to an older male worker's attention. He put his glasses on, inspected the pancakes further and said "it's only a piece of onion". He downplayed the issue and didn't offer anything further. I've eaten at Norms for decades and have never found something out of place on a plate of food. I would imagine that would not be an acceptable practice to make light of and not replace the food in such a scenario. Not sure if he believed we were trying to get a freebie or what, however, that left a bad taste in our mouth. And of course, we felt bad for our granddaughter especially after telling her that she would really like Norms. Then her outright losing her appetite after seeing that foreign material in her food.

Anyway, I believe that if we encounter such a scenario in the future, to get a manager involved.

Norms are typically 5 stars but unfortunately, not on this visit. For anyone planning to visit, be extra mindful of your food and if anything is out of whack(such as in our situation), then ask for a manager to resolve...

I recently had a HORRIBLE experience at the Norms in Claremont! On Saturday May 10th I placed an online order to be picked up Sunday May 11th at 2pm. My family decided to celebrate Mother's Day at home. I arrived at 1:55pm to pick up my order. The hostess told me she was still waiting for two more entrees. I ordered six entrees in total. I patiently waited over 20 minutes for them to complete my order. To my surprise one of the entrees were missing, not included with my order. I told my family to start eating without me, and headed back to Norm's. I called the restaurant from the car to alert them I was missing an entree and heading back to the restaurant. I asked if they could start preparing the entree while I was en route. They hostess said yes. When I arrived a man was standing at the hostess station. He did not greet me nor speak to me. A woman acknowledged me, I explained I was missing an entree from my order. That I had called about 10 minutes prior to walking in. The man continued to stand there and listen to our exchange. Another woman walks up with my missing entree. The man instructs her to verify my receipt. To ensure I indeed did pay for the entree. She verified my receipt, he glanced at me then walked away. She handed me the bag and said nothing more to me. She was the hostess that initially bagged my order and didn't include the missing entree. I'm assuming the man that was initially standing there was a manager. No apology for the error made on their part. No apology from the hostess either. My time wasted waiting, my time inconvenienced coming back. Mistakes happen. But no accountability for YOUR mistakes lets me know I'm not valued as a customer. Will not be...

Horrible customer service We ordered for pick up super early in the morning and said our order would be ready by 4:06am. So we arrive and notice the lights don't look on. This location is 24/7 so it was odd but we noticed a sign saying closed for maintenance and we tried calling inside because we have an order and want to atleast cancel to get our money back. Called about 4 times, had to walk to the front to see if there were any workers and yes there were 2. A tall man and a short red head. Once i called another time the redhead worker finally picked up and gave me horrible customer service. When I asked to cancel my order she said "You have to call who you ordered the good through" and I say "we actually ordered it through the Norms website" so she tells me that i have to call back at 6:30am to talk to the manager. So I reply with "what happens if you see my order? It's under the name blah" she replies "oh I don't see any name because I'm preoccupied with cleaning" so I asked again if she can atleast cancel my order. That's technically withholding money from a guest too. But she says she can't do anything and to call at 6:30 or after that. If this location had a scheduled close for maintenance purposes then why did their system accept an order? And how were we supposed to know that this 24/7 location was closed. This worker gave me attitude and a tone in her voice. She was of no help at all as if she in fact had no idea what to do but I informed her that I would definitely be calling in the morning and let her manager know that she gave horrible customer service. Very disappointed and will not be returning to this location. This was our...