BJ's Restaurant & Brewhouse — Restaurant in Rancho Cucamonga

Made reservations for 8:30pm to 9pm to dine for a party of 14. Got there around 8:30pm but most the party arrived around 8:45pm. Was told at the front that we would have to wait and additional 1 to 2 hours because they are busy. Exactly why we made the reservation on the phone, otherwise we wouldn't have gone here. Im really picky with places to go because my Dad has a hard time because he is handicap and has a hard time moving around. We finally got called in at around 9:35pm to get the wrong seating area. They say another group that was smaller at our table and the only way they could accommodate us was too sit us in 3 separate booths. Very inconvenient since we were celebrating my daughters high school graduation. We obviously didnt want to wait around since it was getting later, so we sat down at the 3 booths. Took about 10 minutes to get asked about drinks. We understand it was busy but I think they shouldve prepared staff for graduations. I believe the elderly male was the manager and he seemed professional when we were sat in the wrong area because of the host messing up the seat arrangements. He tried this best to fix it so I had no issues with him. We ordered drinks and when my parents wanted some hot tea she advised my parents that they do not have hot tea today. My parents are frequent at this restaurant and were pretty upset since they get hot tea at every restaurant we go to. So obviously my Mom didnt order a drink and my Dad just went for a coffee. Our waitress started off acceptable but then it started declining after that. The food was ok. The ribeye was 4/5 just because the steak seemed to be way too fatty compared to usual. My Mom and Girlfriend both got different pastas and seemed to have no flavor since there was barely any sauce. But overall the rest of the food was ok. The waitress named Jasmine was very forgetful when asked for straws, napkins, utensils, creamer, sugar, etc. She would say she is getting it but we frequently had to remind her. Like for an example just to get a straw took more than 10 minutes. I understand it was busy but if im paying a decent amount of money to eat and enjoy my time, I would want proper service. At the end we obviously got our check and she pushed us to tip her because in her opinion she did great. If I didnt understand the food industry i would have left her nothing but we still at least gave her $100. For her troubles I'm guessing. There was also the bad part. The restrooms were discusting. It smelled bad and the floor had lots of urine. Worse part it looked like poop on the floor in a stall. I didnt want to investigate that at all. Looks like it wasnt cleaned the whole day. I know this is not a high end restaurant but the service could have been at least 50%. Overall, I will not be returning back to this location and I believe my parents would not want to come back here. Food 3/5, service 1/5, cleanliness 1/5, reservation wait 0/5, atmosphere 1/5, overall experience 2/5 just because we ate our food and the Manager...

The experience in the restaurant after getting seated was fantastic. The food was all very good, came in a timely manner and the service was great. Leading up to this, it was a terrible experience. First off, since we have a toddler, we wanted to order ahead using the app. So, about 1.5 hours prior to our intended arrival, I used the app to create an order. The app asks for location, arrival time, number of guests, and the items you want to order. I plugged everything in and thought we were set. Upon arrival at the restaurant, we told them that we had ordered online (like the app tells you to do). The hostess looks in the computer and doesn't find anything. Come to find out they don't hold anything past 30 minutes! Why is there an option to include your estimated arrival time and why does it let you choose a time more than 30 minutes out if the restaurant can't see the orders beyond that time? So, they told us there was nothing they could do and to create a new order in the app. If you try and do this it won't work because your order is still pending. You would have to cancel the order and start from scratch. By this time we figured this out it had already been about 15 minutes. We decided to skip that and just wait for the table. We told the hostess and she said she will put us on the wait list. We said, no way, we should already be on the list! Incredible. Anyway, after that fiasco, everything was fine. Moral of the story is, even though the app specifically says "we will hold your spot on our wait list", they don't if you arrive at the restaurant more than 30 minutes...

I would normally rate this restaurant higher, but after tonight's experience, this location has left me disappointed.

Our server seemed distracted, and inattentive, as over the course of our meal:

Our drink order came back wrong, thankfully only for one member.

Our pizza was also wrong, as we ordered one with no diced tomatoes, and when our pizza was brought to us (by another waiter no less), it took almost an hour from the time we ordered, to receive the proper pizza. In addition, our waiter never acknowledged the mistake when she did make her way back to our table.

Finally, after we finished eating, our waiter visited us again, and asked us if we would like our leftovers to go. We said we would, and also ordered our desert.

Before our desert was served, she already brought us the check, but our leftovers were still not here. No problem, as we were still eating.

However, we got desert, finished desert, and paid the bill, and even made it out to the parking lot, before we realized... She never brought the leftovers back, so we had to send someone in to retrieve them, which was another debacle as no one knew where they were.

All in all, even with everything that happened, no apologies were made, and no concessions were offered, which is what makes the incident stand out more from our usual visits.

Because, usually when we visit this restaurant, one of our favorites, the food, and service, is always amazing, to the point where it's an experience we look forward to, rather than just being a restaurant we eat at out of necessity for...