Subject: Formal Complaint Regarding Discriminatory and Unprofessional Treatment at [Black Bear Diner Location] To Whom It May Concern, I am writing to express my profound disappointment following a recent visit to your restaurant. My friends and I were subjected to what we believe was racially biased and highly unprofessional treatment by both our server and the manager on duty. After placing our order, we waited approximately 90 minutes for our meals to be served. The food arrived cold--eggs appeared to be powdered, home fries were boiled then stir-fried, and toast was served without warmth. One member of our party received sausages so charred they were inedible. Out of respect for the atmosphere, she chose not to speak up, but this should not have happened in the first place. When we requested separate checks at the end of our meal, the waitress's demeanor shifted noticeably. She responded with irritation, stating that we should have told her earlier. We felt this was dismissive and presumptive. I requested to speak with the manager, who was initially denied to be present, until another employee identified her. Unfortunately, the manager's behavior was even more troubling. When I calmly detailed our poor experience, she responded with a sarcastic and inappropriate remark: "What do you want me to do--kill her?" This was completely uncalled for and escalated what could have been a professional conversation. She then threatened to call the police when we expressed concerns over paying for a meal that was cold and poorly prepared. Despite not having eaten most of the food, we paid our bill and asked for the corporate number, at which point the manager insulted our intelligence, implying we could not read or count. This entire experience was humiliating, distressing, and--in our view--rooted in discriminatory attitudes. It's especially troubling that the entire staff appeared to reflect one cultural demographic in a diverse community. Representation and respect go hand-in-hand, and we felt neither during our visit. I have called and left a message with your corporate office and hope to hear from someone promptly to address this matter. Our experience was unacceptable, and I urge you to investigate the behavior at this location. No one should be made to feel unwelcome or disrespected in a place meant for hospitality. Plus the bathroom was dirty and unsanitary. read more

Where do i start? server was great,service was great.butttt the waiting the understaffing here,the availabilty of items here is just not good for business.how do you advertise a holiday dessert and not have it in stock?how do you offer mimosas when you have no champagne either.wheres the mangement? there wasnt even a manager to talk with or complain to.i dont know how you can run a restaurant when your server is hosting,charging,running food and mopping all @ once and you have no manager in the building ive never heard this before do you even have management here?cus i tell ya seems it lacks here and staffing issues here is not good.we waited for quite bit of time for our food which after seeing the poor server hustling all nite i get why its so dead here because you lack staffing and availability of items all the time.last week and this week you are out of the holiday dessert if you dont have it take it off the menu! its seems as this place has been going down hill for sometime nowmin my eyes,i been coming here about a year and a half and from i want to say 6 months to now its went down hill terribly.i tend to stay away in the am hours as its even worse,its a longer wait ,takes like 45mins for the food to come out and they are even more understaffed and the service is terrible.i remember it was busier also,for me i like the food but i have to think twice do i really want to waste over an hour to eat etc or should i go to ihop or a dennys and get faster service and cheaper priced food.No i dont need your manager to call me or contact me why dont you have your corporate office contact me! read more

Thought id give this place anthour try since i frequent the Valencia Black bear. So i decided Sunday to take out my family for breakfast and once again what a nightmare/horrible experience. As soon as we walked in you can just feel and see the stress on the staff. After an hour of waiting .. yes and hour we were sat and greeted but also informed they were out of shelled eggs. Now being that you are a breakfast location eggs i believe are super important so we opted for lunch and my son ordered chicken tenders and guess what? Disappointment again they were out of that as well! Not only that but he also wanted milk and that wasnt an option neither . After talking to the table next to us they were also upset and says its the norm... the long waits and not having all the options the menu has. Your business motto is on your menu and you fail it @ least for me twice now! We asked to speak with a manager twice and she/he never arrived & by the looks of it and watching the staff it runs itself and no manager presence @ all anywhere. Long lines to wait long lines to pay. You dont have all the food options and and when our food did arrive it was cold! Server sent it back and we watched them place it in the microwave and reheat it. Is this a normal practice? Why wouldnt you re cook the food? Thats what id expect and to be frank we just paid and left . We went to elsewhere. I dont want a simple call back from a manager you would think that manager would have came out after being asked twice and reslove the issue then and there! And to top it off i get an auto response to my review what a joke! read more

Omg so the food was super good! I got a sweet cream waffle combo :) The waffle was very fluffy and I wish I had two but the combo was filling haha. I love how light fluffy and sweet it was. Reminded me of funnel cake. My boyfriend got the breaded chicken burger combo and he loved it. The chicken patty was cooked differently from typical chicken burger. My boyfriend said it was juicy and crispy and filling. I ate some of his fries so I can say that was pretty good. I loved how light but filling the food was. Not greasy either! We came a little before close but we lived far from this location and needed a quick dine in. It was a pleasant experience after we met Erika the manager. She was very kind, sweet, and thanked us for coming in. Lupita (which I believe was the greeter) was very kind as well. Very warm welcomed by these two. We will definitely come back again. There's also a section when you come inside as a "gift shop" where they sell Black Bear plushies, so cute. And some t-shirts with other little things. I got my boyfriend one and it's so cute! read more

The food is yummy but not worth the big price for a lot of their items. The service each time I had gone was terrible from the hostess and somewhat decent from the servers. Our server was nice but she would blatantly skip over dishes we had gathered for her to put at the end of the table to make pick-up easier.. by the 4th time she passed us, my brother asked if she could please take the dishes when she had a chance and it seemed to be an inconvenience to her. Upon walking in, the hostess did not greet at all nor even make eye contact; my family walked in and said hello and the hostess immediately just asked how many to a party and blurted out there'd be a wait but gave no estimated time until we asked.. There were 4 people ahead of in the waiting area so it wasn't crammed/rushed, yet she seemed very annoyed and while I understand work environments can feel droll, if the workers choose to clock in, they should also make the decision to run a business well. Definitely not coming back. read more

I visited the BlackBear Diner in Palmdale this morning, with my husband and mother. What a fun experience, the black bear theme is really cute. Our server's name was Westley. He was such a sweetheart. He was extremely friendly and helpful not just to us but to his fellow servers as well. I couldn't help but notice he was also helping out anybody in his surrounding area. He had our drinks refilled before we even had to ask. When our food came out we were shocked on how big the portions were, I had plenty to take home. Mom says the coffee was amazing and didn't taste cheap. (She is one tough customer). I ended up taking home a piece of carrot cake, for desert. The food was yummy and the fun bear bottles of hot sauce were awesome too. Three types,Baby, mama, and papa bear, heat and taste were great. We had a wonderful experience and will most definitely will be returning. Westley is a great waiter, and will ask for him when I go back. read more

Today we got ready to go to eat around 11 am. Without knowing that we would see a horrible spectacle of evil Service . like we have never seen Terrible service from the waitress The food took a long time They didn't bring us coffee, much less water. It seemed like a show where we saw only 2 waitresses running like crazy Some tables or almost all where there were people, most of them all upset and asking like us for water, coffee and other things. My wife was desperate and shouted to the waitress, "What time will you bring me what I ordered? We have been waiting for more than 20 minutes for them to bring us our butter and coffee creamers." The waitress came all sweaty from running so much and the only excuse she said was I'm so sorry. I, on the other hand, didn't tip much and I hope I don't go back to that restaurant One of the worst in all aspects in the palmdale area read more

I recently visited Black Bear Diner and unfortunately had a very disappointing experience. From the start, the service was extremely slow. It took a long time just for someone to come to the table, and the wait for the food was even longer. To make matters worse, the restaurant seemed clearly understaffed, which probably contributed to the delays. However, the biggest issue was our server's attitude. The server had a major attitude and didn't seem friendly or welcoming at all, which made the experience even more frustrating. When the food finally arrived, it was very plain and had almost no flavor. Everything tasted bland and unseasoned, and it definitely didn't live up to expectations. Overall, between the slow service, understaffed restaurant, bland food, and poor customer service, this visit was very disappointing. I wouldn't go there again. read more

So I asked for an orange juice and I guess they didn't have any oranges so no orange juice, then I ask for a cold brew and they didn't have any, then I get a regular coffee I ask for French vanilla creamer and they apparently didn't have none of that either, I ordered the steak with eggs the steak was cooked medium rare how I asked and it was actually cooked how I wanted it, it was so good no complaints about the food but the only thing is the biscuits are huge and they aren't fluffy huge no they're dry huge where you cant even finish them which sucks cause the gravy is so delicious but the biscuits are so big and dry that it's not even appetizing to eat other than that the place is good, good food and good service overall good experience here. Oh and that habanero salsa they have is sooooooo bomb I loved it. read more

June 1, 2024 I have been coming to Black Bear in Palmdale CA often, since they opened (at least two or three times per week) because I always feel welcome. The food is delicious and the service is terrific. The staff is attentive and know my favorite foods, many times, as soon as get seated, my beverage (s) are available to me and this makes me feel special. The manager Rosa Linda, is always smiling and making sure that the customers are happy with the service and food. By now I seem to know most of the servers by name: Cynthia, Alexandria, Noemi, Amy, Veronica, Erika, Kat and the rest, they all work as a team to make sure every customer leaves completely satisfied. Sincerely, Enrique B. read more

Place is just not oraganized! Bad service. waited for food over an hour it was cold. asked for manager and the waitress said that she was busy that how could she help. we were so disappointed in this place no wonder it was just people sitting around waiting and waiting and waiting and for what? cold food. and they didnt have some items we asked for. waffles were soggy eggs were over cooked. we never had been here and we regret coming and wont be back. no customer service . waitress was talking trash to other waitresses in spainish trying to i guess manage and serve food at the same time . older lady with glasses we dont know if she was the manager or what we just paid and left . read more

I can't understand why Black Bear Diner only has a 3-star rating because in my opinion, it deserves a solid 5 stars. Every restaurant has its flaws, but I had to highlight the outstanding service provided by Kat during my visit. She went above and beyond in taking care of our order, ensuring that our chicken steak and eggs were cooked to perfection. The cleanliness of the restaurant was also impressive. A big shoutout to Kat and her team for delivering such a wonderful dining experience. Their dedication and attention to detail truly made our visit memorable. If you're looking for great food and exceptional service, Black Bear Diner is the place to be! read more

30 of us from the choir along with families had lunch at Black Bear Diner on Easter Sunday at 12:00. The place had a great relaxed atmosphere. Cute decor. The wait staff was excellent! No need to try and get someone's attention - the server was right there seeing if we needed anything. More coffee? More water, more napkins? No problem! We were seated in a private room - very nice! No problem with the kids running around. Now the food was really, really good. Well plated, decent portions. The manager, Rosie stopped by and greeted us. A great time for everybody. I can't say enough kind things about them. Thank you for an excellent experience! read more

The service today was absolutely amazing had waffles with whipped cream and strawberries, not only were they quick with serving me my food but they weren't stingy on the strawberries because some restaurants have a tendency to only put like 4 or 6 sliced strawberries they also made sure my food was all properly made and cooked well the energy and vibe from my server noemi was over the top always made sure i had my drink filled to be able to enjoy alongside with my food. i would come here when it's pretty calm i have seen how busy they can get during a rush and all i have to say is they are amazing at what they do servers hostess and cooks! read more

The service today was absolutely amazing had waffles with whipped cream and strawberries, not only were they quick with serving me my food but they weren't stingy on the strawberries because some restaurants have a tendency to only put like 4 or 6 sliced strawberries they also made sure my food was all properly made and cooked well the energy and vibe from my server noemi was over the top always made sure i had my drink filled to be able to enjoy alongside with my food. i would come here when it's pretty calm i have seen how busy they can get during a rush and all i have to say is they are amazing at what they do servers hostess and cooks. read more

Where do I begin! This was my first time trying this restaurant I ordered early in the morning. I got breakfast and a club sandwich for my lunch, and both were delicious . The food was packed beautifully and handled with care. All my veggies and my fruit cup were FRESH! I have not had such a good restaurant experience in a long time and I look forward to eating at the restaurant. By the way, I ordered my dinner from there today as well. i had the pot roast, and it was tender and delicious, and I am a happy camper. THANK YOU for great food and great service!! read more

The breakfast is really good. I went on a Saturday morning with my family (4 adults and 2 kids) and they seated us right away. The customer service was better than expected. There is a person that walks around in a bear costume and waves to the kids. The little ones enjoyed it. Beware the portions are massive. I also have tried their lunch but I wasn't too impressed. I had a tuna melt and it was okay. My son had the kids pizza and there was nothing too special about it. I would recommend the breakfast. read more

I had a wonderful experience here. Every dish was prepared with care and packed with flavor. The restaurant was clean, well-maintained, and had a warm, welcoming atmosphere. The staff were friendly, professional, and made sure everything was perfect throughout the meal. It's clear that customer satisfaction is a priority here. Whether you're stopping by for a quick bite or a special occasion, this is a place worth visiting. I'll definitely be returning and recommending it to others. read more

Fantastic dining experience! The food was fresh, flavorful, and beautifully presented. The staff was welcoming, attentive, and made us feel right at home from the moment we arrived. The atmosphere was comfortable and inviting, making it a great place to enjoy a meal with family or friends. Everything we ordered exceeded our expectations, and the service was excellent throughout our visit. I would definitely recommend this restaurant and look forward to coming back again soon. read more