NORMS Restaurant

Review of Norms Restaurant at 4551 Mill Circle, Ontario, CA To Whom It May Concern, I am writing to express my significant disappointment with the conditions and service I experienced during a recent visit to your Norms location at 4551 Mill Circle in Ontario. Upon arrival with my family, we were greeted with a noticeably indifferent welcome. The hostess named Marina, however, was a notable exception. Ms. Marina, was attentive and helpful, taking our order efficiently and demonstrating a commendable work ethic. Unfortunately, the positive interaction with the hostess was overshadowed by several serious issues regarding sanitation and cleanliness. The restrooms, both the men's and women's, were in a deplorable state. They had a strong, foul odor reminiscent of a truck stop. The door handles and surrounding surfaces were visibly stained with what appeared to be dirt. Inside the stalls, the smell of urine was overwhelming. Furthermore, one of the soap dispensers was non-functional, and there was an abundance of paper waste scattered across the floor, highlighting a lack of regular cleaning and maintenance. This disregard for cleanliness extended to the dining area. The tables felt sticky and were unclean. The front counter and register area also appeared unkempt and sticky. While the hostess was clearly making a valiant effort to clean and maintain her area, it seemed she was working without adequate support. It was particularly concerning to observe management personnel sitting and laughing while other employees, including the hostess, were working diligently. Considering the visible state of the customer-facing areas, I have serious concerns about the conditions in the kitchen, where food is prepared. The food we received was not cooked correctly, which further diminished our experience. I understand that this location received a "Grade A" from San Bernardino County on March 1, 2025. Based on my visit, the establishment's sanitation and overall state of cleanliness would warrant a much lower grade, in my opinion. This review is not a request for compensation but rather an effort to bring these serious issues to your attention. I hope that Norm's corporate management will take this feedback seriously and address the sanitation, cleanliness, and management oversight issues at this particular location. Thank you for your time and consideration. Sincerely, A Concerned Customer.

Great overall experience! Our server Laura was a gem as well! After experiencing several over priced restaurant in Cali, our friends suggested that we visit Norms before heading to the airport and I'm glad that they did! I ordered the 1/4 cheeseburger that came with fries and a drink all for $11.99! I wondered if we were still in Cali with those prices. We had a party of 6 and although there weren't many people in the restaurant, we ended up waiting a bit for our food. But Laura made it up to us though. While I really wish I could show you pictures of my food, I gobbled it down as soon as it touched the table. I'm not sure if my burger was supposed to come with 2 patties of meat, but it did. The sandwich was so thick that I had to remove one of the patties! The lettuce and tomatoes were so fresh, they looked like what other restaurants promote in commercials! My nephew ordered a milkshake and not only did she bring the milkshake in a glass but she also brought him the residuals, which added up to another half of a shake! I will look to return when I go back to Cali. Coincidentally, I first saw the restaurant in a movie on the plane while heading to LA- so it was pretty cool going and I was very pleased with our experience.

Marina was absolutely amazing during my visit! She was running the coffee bar area solo and handled everything with incredible professionalism and grace. Her communication was clear, friendly, and genuinely welcoming—she made me feel right at home from the moment I arrived. It’s not often you come across someone who truly embodies great customer service, but Marina went above and beyond. I sincerely hope Norm’s management team recognizes her outstanding effort and dedication. Because of her, I’m already looking forward to my next visit. Thank you, Marina, for making the experience so enjoyable!

This is the first time we've visited "NORMS" and the of us who visited found it to be a restaurant with good food, and excellent service. We don't live in an area with a "NORMS" so we wanted to try something different. Overall, we all thought that it was a good restaurant and experience, albeit some of the prices seemed a little steep. It likely would have been an average experience if the service wasn't exceptional (our waitress in particular was amazing!)

Dominic was an awesome waiter, he served all 8 of us on Father’s Day, and none of our special orders had any errors, very attentive and personable, the food was good, we will definitely come again

We love this Norm’s location! The staff is friendly, and the service is always quick, polite and attentive. We love being regulars and trying their seasonal dishes! And they are always so helpful with substitutions and customizations. Plus the coffee is ALWAYS hot and delicious. You can’t beat it!

I was excited to eat at Norms. My wife and I had eaten in Torrance a few days ago. And we were looking forward to having a breakfast/lunch experience. I ordered the sampler platter and the trout. My wife ordered the veggie omelette with home style potatoes. I asked for my sampler platter to be brought out to me first. It took 10 minutes for my server to come out and tell me that they were out of trout. I said okay fine. Just bring me the sampler platter and bring my wife her breakfast. It took an additional 15 minutes for them to bring our food out. My wife got her omelette correct. However she requested the homestyle potatoes the server brought her fruit. My sampler platter was nothing of the sort as I order that quite often when I go to Norm's. Instead of getting the full sampler platter it was like I got a couple samples of each item. The chicken strips that I was supposed to get were not chicken strips. But a pretty poor and sad way of trying to disguise the chicken strips with a chicken patty cut up as strips bring far less of what would normally come in the platter. I had to wait an additional 5 minutes to tell the server what happened with the chicken strips. She said she would find out by asking the cook where it happened with the chicken strips. She came back 2 minutes later saying that they were out of chicken strips. I told her that's wrong that they tried to go ahead and pass off a chicken breast cut up in strips as what's supposed to be actual chicken strips. I informed her that I didn't want that platter. I instead ordered a hamburger which was an additional 4 minutes. I don't know what it is with the Ontario Norms location with the slow service and then this being a second time of being out of something that I ordered. I don't understand why it's always such a difficult location to manage and ensure quality control. I definitely don't feel that the sampler platter that I received is worth $15.

Ordered pickup online and by the time I walked over from my hotel, the food was just being boxed up. I was really impressed by the packaging. The divider to keep the toast from getting soggy was a game-changer! It really was a nice touch to make my breakfast good! The food was satisfying and well prepared. I always appreciate crispy bacon, and this was. Will gladly order from Norm's again!

This Norms was a great experience. The food was delicious. Everything on point I ordered the steak dinner and it was delicious the waitress name. Marina was very, very helpful charming and brought our food on time Marina is an excellent server

Service was excellent!!,server's name was Brianna!! Does an excellent job always making sure you have a good experience!!

Stayed at a hotel across the street, breakfast offerings were not impressive. Saw Norms and had not been to one in years so we gave it a try. Brought back good memories for my youth in SoCal. Been back every morning since. Great food prepared well! Friendly service was very much appreciated! Alejandra is a great server!

WORST SERVICE EVER! was sat down and for 25 min not one person had came to our table. Even the table next to us turned around to tell us how horrible the service was. Their servers are just standing around trying to look pretty. The manger on duty was just in the back kitchen on her phone laughing with other staff. This place is a joke. Spend the extra money and go to another location.

Had a Great lunch here today. Brianna was on top of all needs!!! ___________________________________________________

My waitress Brianna is amazing. Always tentative to my needs and checking up to make sure I'm fully satisfied. Norms have the best deals and great food. So glad they opened in Ontario.

Went on a Sunday morning and was sat right away. Our server was Mariana and she was amazing! Very attentive and kind. I got the 6oz steak and eggs and my husband got the T-bone steak and eggs and both were delicious. My 16 month old ate half of my husbands steak. Restaurant was also very clean and organized

This place is Great. Alejandra was our server and she was Great. She always checked in on us and gave us the time we needed without us feeling rushed or uncomfortable. I would definitely come back to this location and recommend it to friends and family.

Nice restaurant but the service and the wait time SUCKS. We went there for breakfast this morning and we won't be going there again. In addition to the horrible service and wait time, the food quality and the portions that they bring out to us was just as bad nothing like the other Norms we've been to in the past. NO GOOD.

Excellent!!!! Phylissia and all the staff made it a wonderful breakfast experience! Thank you!!

The breakfast was great! Alejandra was our server. She wasn't super friendly but my food was served quickly and my coffee cup was never empty. The restaurant is big and busy but we were seated within five minutes and served ten minutes after we ordered. Food was great and the restaurant was clean. We will definitely be coming

WTF. This place no employees? Took twenty minutes to get a table on a Wednesday night. It's not Norm's is a high end restaurant.

Went her on a whim and so glad I did. Marina welcomed me in, sat me immediately, and took my drink order within a minute of sitting down. I got the special Chicken fried steak(?) It was freaking amazing. Crispy which is a must, well seasoned, and gravy was on point. The cook did an amazing job on the eggs but I wish I ordered extra crispy on the has browns. Marina stayed on top of my coffee and made sure to check in on me should I need anything. The place was bustling and everyone looked like they were having a good time, nothing is better in a diner than people talking, plates clanging as their picked up, and drinks being poured. All in all 8.5 or 9/10 would definitely come back

This is not Normal for Norm's. Please see my other 5-star Norm's reviews: longtime fan, coming since I was a kid, with my father being a regular customer since he was a kid too. This location is severely mismanaged: walked out after 20 minutes without water. Understaffing happens, but why were some people doing sidework and others idle while our server was doubletime? Robert your host urgently needs retraining, as when we walked out and noted the problem to him, it was unprofessionally handled. He mentioned the manager had just left. If so, why did she leave her staff in the weeds? Felt terrible for our server, who was really working hard but clearly not supporteed. ...left without food and angry... ...and went to the nearby Clairemont location which was great as always. You're better than this Norm's!!!

Norms is always amazing. We had a server named Marina today, who was very friendly, fast, welcoming, and overall made our experience wonderful. This place also has the best pancakes in the world! And everything is fairly priced. They are fresh squeezed orange juice is also a hit! :) Thank you again Marina!

We came here for my kid's birthday. We happen to walk up and there was no wait on a weeknight. Love their service. They had yummy choices of food to choose from. Breakfast is served all day. Love the coffee selections. The bathrooms are clean and maintained well. Our server was friendly and kept our drinks filled. We will be back next time we are in the area.

Made us wait for an extra 20 minutes. Food was cold. Pancakes were hard. I think they had our food sitting for awhile and the server forgot about us. Will probably not return at this location.

The food was full of flavor and the service on point.Despite being busy,marina was very attentive and very personable. I recommend this place and I would return again

Norms was great! I had pancakes, eggs, hash browns, sausage, and bacon. Marina was an excellent waiter as well! We enjoyed the food and service.

Loved the chicken fried steak. Robert is excellent server! Restaurant cleaned and big. Other Norms are smaller aisles. Will come again!

Food. Salmon with garlic butter soup n salad. Gumbo needs a little more spice lots of butter for my bake potatoes Service Was good but it could be better Ambiance Nice loud n quiet at the same time Will be back soon

The food is good as you would expect, but you do get big portions. The problem when I was there was the service. Things happened rather slowly and I could see all of them in the kitchen just talking.

I normally like norms. However , this location is the worst one we have been to yet. It took them 15 minutes to seat us in a half empty restaurant. It took them twenty five minutes to bring our appetizer out. And another. Ten minutes to bring our food out and it wasn't even hot. We only saw our server when she was bringing our food or our bill. We are never coming back to this location.

I just wanted to share the great experience we had coming to Norms in Ontario. Our server Alejandra was amazing. She was on it. Definitely would love for her to be our server next time we come back. Thank you Alejandra for your outstanding great service.

Food was great, Service could use some more charaamtic interaction. Ambiance was fine, could be a little quiter.

Ordered over phone 10:40 am. Was told order ready in 15 mins. Got to restaurant at 11:05 am. A lady server said my order is not made and to wait longer. I waited 15 minutes for my food in the restaurant. Finally, I saw a manager Luis Valle and asked about my order. He said, "oh, it's right here" and grabbed my to go bag from a counter behind him. I remarked "wow, it was there the whole time? I was waiting this whole time, why?" He replied "no, it's not that long". lol. I said, I've been sitting here the whole time and no one told me my order was ready. He says "it's not that long it okay to wait " I then gave him a $10 off coupon, which is valid until 7/14/2024. He scanned it and said it's "not working " I showed him my phone and terms and conditions of the $10 off coupon. He refused to listen to me. He refused to honor the coupon for a made up reason and walked away with my food. He would not give my my food and I left the restaurant, having wasted more than 1 hour of my time. Absolutely disgusting and Unbelievable!!! Norms Executive team: is this is acceptable behavior by their employees? Why should customer do business with Norms?

This was a great spot for a good meal with a welcoming, family-friendly atmosphere. The steaks are well-prepared, and their gumbo soup along with grilled veggies and salad add a nice touch to the meal. A comfortable place to enjoy simple, classic food. Open 24 hours. Five stars.

The food was great and the service was excellent! Enjoyed the ambiance as well. Always happy to go there because you get a lot for your money. I wish they had a Norma by where I live. I would go every week. Thank you Norms for the experience!

Stopped by on Saturday, 09/09/23 for the first time. I believe this NORMS is relatively new and just opened couple of months ago (could be wrong). This NORMS is located adjacent to the Ontario Mills Mall. My mom actually never tried NORMS so wanted to treat her (& my dad) out! We were on the wait list and waited for about 20-30 minutes. It was super busy and jammed packed. We ordered the following: - 1 Fish and Chips ($13.99) - 1 Fried Shrimp ($15.99) - 1 Blackened Salmon ($17.99) SUBTOTAL = $47.97 TAX = $4.20 TOTAL = $52.17 Sooo good! Each person also gets a free, complimentary salad and soup. We were already full after eating the salad and soup so took our main dish leftovers to go. Overall 4/5. You also pay up front. :)

We received great service from Alejandra at Norms on a busy Friday morning. Great service!

we got seated quickly and our server Marina was super nice and helpful. she made sure to check on us often and had a great attitude!

The food was great and the customer service was also great our server marina was very great and respectful and just have us a happy vibe. Thank you Norms

Alejandra was absolutely wonderful. She took our oder with a smile and delivered excellent food.

This is my third and LAST visit to this location. I always order the Cobb Salad but sadly they have ruined it. Before it was presented in a bowl in a nice pile of good toppings on top of "mixed greens" as the menu states. NOW they hope you don't notice they have cheapened it down to a flatter sad salad of items on top of low-quality iceberg lettuce full of watery stems. Even the Bleu Cheese salad dressing is watered down. I would rather you up the price, KEEP the Quality and your dignity. Shame on you, I will never return to this location. If I visit another one and it happens again, not only will there be another bad review, but I will need to contact corporate. This used to be a favorite restaurant. Another location to cross off my list. At least your coffee is still good, thus the 2 stars. It would have been 1 star.

Great deals, especially for families :) My family and I were passing through after snowboarding and we stopped by for dinner. It was cold outside so I really appreciated Norms for having the heater on and serving us hot water & tea :) We were seated immediately and everyone was really welcoming and kind. We ordered a four course meal for under $25 which is incredible pricing. It comes with a soup, salad, entree, and dessert! For a family of 3, ordering two of the 4 course meal deal was perfect. Amazing deal!

Fantastic meal with my granddaughter!! Amazing service and delicious food. We will visit again soon.

Got the burger here and came with a big party. Waitress was rude and seemed like she hated serving us. It almost ruined my appetite and I'm not even kidding. The burger itself was good I enjoyed the sauce on it however one of the waitresses was not nice at all. One of the worst services I've ever gotten at a Norm's restaurant would be a 4.5/5 if it wasn't for the blatant disrespect / service

This location by Ontario Mills just opened. My wife and I decided to try it out on 7/18/23. We came in late in the evening so the place was not packed and we're seated right away. The ambiance is great and has a nice diner atmosphere. The service still needs improvement as the servers may still be in their training phase. One of our order came out wrong and was missing food items. Our server was friendly but rushing most of the time. The food were not as fresh at it should be and may have been waiting in the kitchen for our server to serve them. We will be coming back to give it another try and taste their other food items. Update 7/22/23 Just got back from having lunch at Norm's. I am sorry but the service really needs work. The server should also check the food first before bringing it and serving the food to the table. Twice in a week and the same issues.

I came on their second day so i don't think most people know they are open yet. It was pretty empty. I got seated right away, and there were a lot of workers just standing around. I think they are anticipating it to be very busy. My waitress Marina was super attentive and friendly. I got the steak big breakfast and wanted the hash browns extra crispy. (Not a good idea- they taste kind of burnt- but that's my fault for asking for it that way) The steak I got medium rare- which I think was risky for a diner- except it's their second day so i think I'm safe lol. Dont expect steak house quality or anything but it was still pretty good. The eggs were perfectly cooked over easy- which sometimes i get over cooked eggs when I get them over easy. Overall I had. Great experience and great food. I also know this is because they just opened, and aren't too busy yet. The other Norms I've visited were always busy. So i hope they can maintain this level of service and quality.

First time going to a Norms. Basic diner food at affordable (for 2023) prices. They're open 24 hours which is a bonus because a lot of restaurants in the area stopped being open super late night after the pandemic. Wasn't expecting much so can't complain besides how small some of the tables are, especially if someone were to order their meals with all the add ons like drinks and hotcakes. The butter I received for my baked potato wasn't melting all the way and I noticed it tasted like honey mustard. Asked my partner and he confirmed the taste. But it looked like butter? Interesting lol. Service was great!

Will not likely return. Long wait with most tables open. One employee walked out while we were waiting to be seated. Extremely long wait for food when we finally were able to order. Food was cold and subpar. All employees appeared to be affected with extremely low moral. Finally bill was wrong when we went to pay. Manager had to correct.

This is my favorite breakfast spot since I moved around the area. Everyone is so attentive even when they are super busy including the manager who's always on top of the floor and he always greeds you with a smile. I hope to see more often Gloria my favorite server she always makes sure me or my family are always enjoying our breakfast. French toast are amazing....

This location is ok. It's hit and miss honestly, but what can you expect really? Pricing is fine. They now offer wine and beer. Open 24 hours and I've never had a wait more than a few minutes. Food is ok. Better than Dennys for sure.

SLEEK as heck! This Norms is very inviting and modern, I really found it enjoyable to visit this location. The food was pretty good. I enjoyed my veggie omelette with a side of 2 hotcakes and hashbrowns. Some of the staff is moody and in their feelings, so just come in with low expectations. However, overall I'd come back! I really appreciated the variety of options.

Excited to see Norms opened next to Ontario mills! Norms is known for breakfast and this location has signs says 24/7! We waited roughly 15 to 20 minutes on a Sunday lunch. Plates are big and prices too. However I see 20% off menu for mil/police/emu/seniors, and if you sign up their online app; you get free SoCal breakfast. We have two adults and two kids. We ordered SoCal breakfast , choice of sausage or bacon, egg( choose style), pancake, hash brown. One strawberry lemonade ( refillable ). Meatloaf with potato tots, mushroom, squash. Giant waffle that my 5 year old finished 3 quarters of it. Flavor is a little bland for me on pancake but am you can add butter and syrups. Food taste better than Dennys in my opinion. Service is good for a newly opened restaurant and staff are friendly. Last you pay your check at the counter and tip there as well. Will be back again as they keep running good promotions! The environment is busy and lots of family with kids. It's exactly like a family restaurant. A place where kids won't complained. Decor is modern and plenty of tables. It's clean but did miss's spot with drink stain when we first seated.

We arrived near noon and there was a wait of 30 min. The estimated time was spot on . We were seated at a fours top table next to the kitchen entry. Likely the worst Tavel in the restaurant. The staff however were very nice and attentive. The food was out of the kitchen quickly and was delicious. There is a patio that was not in use, likely due to high temperatures. It is 24/7 so it gives an option to an area that offers very little in late night dinning.

I truly believe that this location (Norms) is mediocre. The steak was unseasoned, and the hasbrowns too were unseasoned. I was disappointed about that -- but on a positive note, assume that this could be good for those sensitive to salt, as an example and you could season to your liking. For me, the flavorless food, was disappointing. Perhaps the chef overlooked it. As for my pancakes, those too were depressing to eat. They tasted foamish - not like the pancakes from the Rialto Norms. On top of that, you can't really customize your pancakes (as you could with lets say ihop). Here you can request a blueberry mix (not fresh) but that's about it. Also it's sad to see that their tables only have salt/pepper. You have to request hot sauce, steak sauce, ketchup, and the typical breakfast essentials. I feel like each table should already be populated with these items, especially in a busy setting. Service wise; not the worst, not the best, definitely a busy location - even during the week day. So waiters are overwhelmed, I feel like at least. Simply because it's located near the mall, and tons of local businesses, and residences nearby.

I didn't know where to go for dinner. I had a difficult time choosing . Needed home cooking style. Yes, Norms !!!! Never regrad !!!Thanks , norms!!!!

The worst breakfast I've ever had! 45 min wait for the food and it was disgusting and disappointing! They gave me 30% off though.