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 another employee 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 never change. read more