Big Bear Cafe — Restaurant in Washington

Every time I’ve been to Big Bear it has been a terrible experience. I’ve waited an hour for cold food (that was supposed to be hot), been told 20 minutes after placing an order that my item was not available, and even been told, after ordering a stout beer, that the light-yellow drink that arrived on my table was in fact the porter, and that I was wrong for questioning. Luckily, with that one, my husband talked directly to the bartender, who gave me what I had ordered.

It’s been two years since I’ve been to the restaurant, and I guess I had forgotten how terrible it could be. Trying to support a local business, I went to their website, which asks all customers to order online, rather than at the store, given COVID restrictions. I placed my order and was told that it would be 32 minutes before it was ready. That seemed like a lot, especially compared to every other place I’ve ordered from during the pandemic, but I waited. I arrived at 9:20, when my order was supposed to be ready, assuming the experience would be like every other online order and contact-less pickup I’ve done during the pandemic, and it would be either waiting for me or ready shortly thereafter. Nope. Instead, I was told that they hadn’t started making it, and that they don’t start making online order until the pickup time that they give to customers. I waited.

Meanwhile, three other customers walked up to the business, placed similar orders, and were served immediately. I went back to the register and asked what was happening, noting that I had placed my order online 40 minutes ago, waited 10 minutes past my pickup time, and multiple customers were being served before me. She said there were different lines for online and in-person ordering, and “that’s just how it works.” I asked why, since I had followed the procedure requested on their website, and she rolled her eyes and walked away.

A few more minutes passed and someone else walked by the pick-up window. I asked if my order was ready yet, and she said that it was just being started, 10 minutes after my pickup time and contrary to what I was told when I first arrived. Finally, the drink came out. I asked about the food I had also ordered and the employee, with attitude, said “that’s why it’s taking longer – because you ordered food.” As if I had done something wrong by adding food to my order. I noted that I had just ordered a muffin, which should already be made and not take any additional time. Two minutes later, the muffin arrived, and the employee said that I “snatched the bag up too quickly, and that was rude.”

It was now 45 minutes after I placed the order, and 15 minutes after I was told it would be ready. There was never an explanation of why my order (or anyone else who had been waiting for online orders) was put at the bottom of their “list” and delayed. Never an apology for being behind schedule. Only rolled eyes and sighs, and comments that I was being rude. I guess it is my fault in the end, because this is how they always treat customers. In a time when everything in the world seems out of sorts, in a way it’s reassuring that Big Bear remains the same rude, slow establishment that somehow stays in business. Some things...

Hi! Apologies upfront for writing in to complain, but this morning I visited the Big Bear Cafe for the first time around 9am, and it was a rough experience. I ordered two drinks but only one came out. After the barista checked the receipt, the order he put in was only for one drink, so he asked me to order the second one, which I promptly did on my phone since there was a big line and I didn't want to be "that guy" who cuts to the front. We waited another 30 minutes after placing that order for the second drink, but it never came out and we finally gave up and went home with our one drink having paid for two.

That usually isn't enough to warrant a note via the website, but I also was observing how things were going in general this morning while waiting and saw two women (one pregnant and one with a baby in a stroller) both order and then wait over 30 minutes alongside us without getting their drinks while folks who ordered after them came and went one after the next. The woman with the stroller checked twice via the pick-up window on the status of her drink since her baby was getting a bit overheated, and both times she was told it was "coming out in just a sec" but 10 minutes passed and then 15 more minutes passed before she finally gave up at the 30-minute mark and left empty-handed. I'm not sure if the pregnant woman was served because we left shortly thereafter and she stayed to wait.

It sounds like a lot was going wrong behind the counter this morning, and I understand if today wasn't a great day for the cafe. I used to work in the service industry, and I know this kind of stuff happens from time to time. I heard great things about Big Bear Cafe, but today wasn't a great first impression. I wish the staff had given both women gift cards or said their drinks were free given the long wait, but the staff was overwhelmed and just slinging drinks to deal with the rush. I'll give your place another try, but I wanted to put this morning on your radar. Thanks for reading...

A great place. Big Bear is a bright and cozy locale in the North East corner of D.C. There is a loveable disorder to the place; the menu sprawls off the official chalk board onto the wall beside it, the hardwood tables, floors, and counters are all well worn, the couches are old and clearly much used. No highbrow, apron wearing baristas here; just a comfortable, relaxed crew operating a comfortable, relaxed coffee house.

There are plenty of big windows looking out on a park across the street, and the paintings of local artists line the walls not dominated by windows. A collection of tables big and small fill the floor space, and there are plenty of outdoor seats as well. Big Bear is run on green energy - the first venue I've seen in D.C. to do so.

I particularly like the music. An eastern playlist was finishing up as I entered, and the bartender immediately transitioned to some kooky French rock (a passion of his, I gather). Currently we're on a blues mix. This is definitely a place where you don't need to bring headphones with you.

There's plenty of variety in coffee and tea to choose from. They give a fair quantity for the standard $2 cup - not the best coffee I've ever tasted, but it certainly good enough. If you order tea, they'll give you a pot to brew it in - $5 buys you enough for two people to drink several cups worth.

I like the atmosphere here! I'll spend the rest of the day reading here, and I'll definitely be...