It's complicated. Food -- 5 stars. Service -- 2 stars. Ambiance -- 3 stars.
We arrived around 1:15pm on a Sunday afternoon. It was busy, but we were told it would be a 20-25 minute wait. We weren't in a hurry, so we decided to wait. It turns out that many people had put their name on the wait list and then left to wait in their cars, so the number of people waiting was a little deceptive. After about 20 minutes, the man serving as host just disappeared. No one was manning the host station. Not sure if he was on a break, had ended his shift or had just left. After about 10 minutes, a server stepped up and started calling through the wait list. It was clear they were, as are so many places, short-staffed.
After about 45 minutes, we were seated. We ordered drinks and when those came out 5 minutes or so after, placed our food order. After that, our server disappeared. After 15 or 20 minutes, we flagged down another server to ask for refills. Another lengthy wait later, we still did not have food, were in need of refills again, and still had not seen our original server.
By the time we had been at the restaurant for almost an hour and a half, we still didn't have food and the place nearing empty. Our server reappeared. When I asked about our order, she was clearly surprised that we hadn't gotten our food. However, if she or someone else had checked on us, they would have known. It was quite busy, so we were being patient and we're enjoying our conversation.
When our server returned from the kitchen, she said there was a computer glitch and our order had been lost. So she took it again and said our meals would be discounted. We asked if they could bring us a biscuit to have while we waited. Sure. No problem. Five minutes later, the server came back and said what my husband ordered was out of stock. At this point, we were just laughing. He placed a different order.
Finally, our food arrived and our meals were comped. My husband had the Hibernator and said it was delicious. I had the Brussels salad, add bacon. The portion was smaller than I expected, but turned out to be plenty. Also delicious. About 5 minutes after our order was delivered, the server brought two biscuits (the ones that were supposed to tide us over) with housemad strawberry jam. It sounds ridiculous to say, but they were worth the wait. They did end up coming our meal, which we did not ask for.
We were there so long that I had plenty of time to check out the decor. They need to pick a vibe. I suggest they go with the on-brand painted bear artwork and ditch the Gatlinburg country elements.
Overall, the service was slow, distracted, and uninterested. The food was outstanding. The decor missed the marked.
Would we go to Big Bear Biscuits again? Yes. Would we go on a Sunday? Probably not. read more