NORMS Restaurant — Restaurant in West Covina

10/2/2021

Unfortunately today was the complete opposite of my previous review.

I thought I had done a review of the switch to Norm's JR earlier this year, which was a very nice experience even though we discovered that you now have to order before getting a table. Food was good then and service was also good.

NOW FOR TODAY'S EXPERIENCE

Today was the busiest time since significantly before shutdown, but that was not the issue.

Significant menu changes in both layout and options. Menu is a single 8.5" x 17" laminated menu with both sides. There was 2 groups ahead of us (not an issue) but then an additional person called us over and take our order. It was rushed and when she asked how I wanted my burger I asked for medium as well as no lettuce or onion.

After paying, we went and looked for /secured a table before getting our drinks. My bf waited several minutes for someone to call out who's drinks were ready and while cups were being put out on trays, noone was calling out numbers or stopping other customers from just taking cups from multiple trays.

While I was waiting at our table I noticed that the was no notes regarding my burger, so as I got up to see what was taking our drinks so long, he came back to sit down. It was several minutes to get someone to acknowledge me, and when I did it took at least 2 minutes (staff was now huddled together talking) before I was addressed and then I got the impression that I was bothering them. After several minutes, I had to ask a new person where our drinks were and was told that you had to come and get them, in which I replied we had been waiting for multiple minutes and she finally asked my number after consolidating the three cups and napkins and 1 set of tableware from 4 trays onto 1 and said, "Here's your drinks." It was only a couple minutes, had just got the drinks, creamer s and tableware off, when the "waiter" was there with our meals.

My burger was charred to the point that I was only able to eat just over half because the tomato, cheese and 1000 dressing was unable to masked both the carbon taste and hard texture. Also, the butter for the pancakes had slid into his tray, so asked for more butter and some ketchup which he brought the ketchup but never came back with the butter or for refills.

Could not be sure if issues with management, training or overwhelmed, but I suspect being busy was sadly the least of the issues.

5 STARS 2019 - Before I started dating all reviews

We had the bigger, better breakfast (7.99) and the 4 deuces (5.99) and were delicious. Also, instead of raising the menu prices due to increased costs (including minimum wage increases) they are currently adding a 3% surcharge to the pre sales tax total which for the approximate $17.50 bill came to $0.52. I personally think this is a great way to adjust pricing..good job Norm's. P.S. There is a sign at the register/reception counter explaining the surcharge that was...

I ordered 2 6oz steaks with shrimp and fries as the side through uber eats. Not only does the steak look like a small hamburger patty and is obviously not 6oz more like 3 or 4 oz, but one plate had 7 shrimp and a random chicken tender and the other plate had only 6 shrimp which really shows the "care" they put into making the plate. They also mixed steamed carrots with my french fries making them soggy and by the way I didn't even order carrots. And the side of fries looks like a small fry amount from McDonald's. It was just a handful of fries. Being this meal only comes with one side I'd assume they'd try to make it a little bit plentiful. Also since they didn't allow to write notes on the order I had to call them and I specifically asked them for only A1 sauce and please give me extra and they gave only 1 little container of sauce which was only half way full and it was definitely not A1 as I had to spit it out because of how bad it tasted. The only good thing about this place is that the manager when talked to did try her best to make up for this fiasco by offering to redo the meal and have another sent to us or to have it completely refunded. So knowing I'm sure she didn't handle our food in first place but was willing to handle our food the 2nd time around and try to correct the wrong her employees did was refreshing. I'm editing my review now because not only did Stacy the manager offer to remake the meal but she was going to prepare it herself and deliver it in her own personal vehicle to bring it to me to make up for it. So obviously her kindness was so overwhelming that I just went myself to pick up the redone meal. Like I've never had a manager go above and beyond like that so I will literally be going in again just for the simple fact that I want Stacy to still have a job and knowing she's doing her best to keep everyone below her in line to give their best as well. Like seriously best service and definitely made up for her rude employee we interacted with at first and for the food. I'll edit this review again when I get my new meal and let you all know if the quality of the food changed as well.. But seriously Stacy is amazing.. I hope she...

No thanks. This location needs to come up with another game plan. So when dining in, you grab a menu and stand around until you choose what you want to order. Then you place your order with the person at the register, you pay and get a number and find a spot to sit. Your food is delivered, and its later gater, you're on your own. You get one time to ask for something when your food is brought to the table, but that's it. I understand, they're trying to be as careful as possible during this pandemic. But just exactly how are you going to achieve this by isolating the customers from the servers? I feel bad for the servers, you know they must be feeling a hit in their tips because of this. If I wanted to get "fast food" service, I would have done so at some drive through. Norm's ain't the Ritz I know, but come on management, this isn't accomplishing much. If you're trying to limit the chance of spreading covid, lose the ketchup, and mustard bottles, lose the salt and pepper shakers and hand out these items in little packs. Why waste money on putting the beverages in plastic to go cups? You're not giving refills, so why not just use the regular cups, and if you do decide on giving refills, do so by using a fresh glass each time. Are the servers using gloves when they serve the ice in the cups? Because I could have sworn the cashier that was handling the till, was the same person serving the drinks, I could be wrong. So I understand what you're trying to do, I just think it's...