The Cheesecake Factory
reviews and complaints

On 29th July, Saturday I went to Cheesecake Factory located at Fair Oak Mall, Fairfax, Virginia for Dinner. There I had the worst dinning experience of my life. Firstly the server was very rude and has Absolutely No concept of customer service. Then he purposely over charged me for the Drinks. Then I called the manager whose name was Michael, an extremely Racist Person. I have never seen such an unprofessional and rude and racist restaurant manager in my life. I have travelled to more than 75 countries around the world and dine in thousands of restaurant but Never Ever met such a racist and rude and extremely low level restaurant manager. Whose Only purpose or mission is to Insult his restaurant honorable guests specially who are not white Americans. An extremely insulting attitude towards his customers. Instead of resolving the issue for overcharging me for a lemonade refill. He was wrongly defending the server with an insulting and racist attitude towards me. Although the first principle of business is " Customers are always Right " But Michael motto is " Customers Are Always Wrong ". I was dinning with my wife and my one year old son But this extremely Racist Manager Michael have Absolutely No regard for anyone. Totally shameless person .

Racist, Cheap and Low Level managers like Michael always Bring Disrepute to their Companies. He was Totally Misfit for the Job of restaurant manager Sooner the Cheesecake Factory gets rid of Michael the Better it is. Else he will keep Bringing Disrepute to " Cheesecake Factory " will result in loosing restaurant's Valued, Loyal & Regular customers hence loosing business and profits for the Cheesecake Factory.

Upon arriving I was quickly sat down. My waiter came over to greet me I asked a few questions he seemed like you had a little attitude and rolled his eyes I ask for the manager to come over he gave me a new waiter. I ordered my food which took about 40 minutes to come out or longer and the chicken on my Meteora was undercooked and pink. I also asked at the beginning that my chicken be well done. The waitress took the dish back and said they will fix it. They came back about 15 minutes later with the same half-eaten plate from the sides just recooked it. I told her it was unacceptable that they needed to make a new plate and I asked for the manager to come over again because the chicken was raw and it took him about 15 minutes to come and ask me what was going on. He was less than apologetic for raw chicken to be served. He didn't seem like he was quite appalled at all. And he simply said that they were going to make the dish again. So after sitting at least an hour and 30 minutes I finally got my food and I needed to rush off. The Manor didn't comp my meal give me any Discounter of any sort he offered a piece of cheesecake and that was the extent of it. Four were such rude service from the first wait staff and The subpar service from the manager I'm quite appalled at the experience to begin with. That is not acceptable at all I ended up paying my full bill and I left a tip for the young lady even though it took several trips for them to even get anything right

I tried to order a kids size pizza for an appetizer and then was told because I was an adult I could not but that was going to be part of the order then also order the herb crusted salmon dinner and my daughter who is 20 order the lettuce wraps and crab cakes we was always ordering two children size pizza to go, because my daughter has two little ones at home who wanted the pizza but for some reason we was told we could not order the kids pizza for the first time ever ...and I have been going to several different cheesecake factory for a long time and never have I been told I couldn't order the kids size pizza. The reason I order that size is because I know how the kids pizza tease and I will not eat even all the kids pizza up so it becomes a waste . But I was told I could order the larger and then order the kids on my way out...

That would be great except they would only make money on a unhappy customer ... So I just didn't order anything .

7/21/17 18:37
Table 68
Sever: ashley a

Where do I begin about the service I experienced at the cumberland location. The person who greeted us at the door was nice and pleasant, only to be greeted by our server who displayed to either be burnt out our just having a bad day, which is understandable in the food industry however, this should not be evident by the consumers. Her initial reaction was hey what can I get you... My response, well hello how are you today trying to provoke a more welcoming demeanor. So then the food come out (Table of 2) I ordered the jamaican chk/shrimp as well as lemon-herb roasted chicken. First things first received both meals hot n fresh nicely plated but the jamaican chk/shrimp did not have shrimp ashley's reply oh that's not yours takes the food and leaves (Literally no apologies no sense of compassion). Now, the lemon-herb meal is my fav. But this time it was loaded in garlic pieces, while I love garlic for me this was even a bit much so I asked not to remake but to order something new, the manager came over (Not sure of her name) with a menu very polite and apologetic asking to take a look at something else to replace the meal. Came to the conclusion that i'd order the chicken bellagio w/extra parmesan cream sauce on the side (To go) due to prior engagements... What I received was the truffle-honey chicken (Sighs - by the hands of ashley) I was going to accept it and just go maybe she thought I ordered this being they were place by ea. Other on the menu until... She mentioned oh I forgot your extra sauce which was (Parmesan cream sauce). Then, I new that this was not a mistake on my behalf, I explained to ashley this is not what I ordered her response... "dang, I need to start writing stuff down" :/ she gathered the food and then proceeded to the computer to input the "correct" meal when I explained to her that time will not allow us to wait, as my date had already finished up and we were pressed for time. She brought us the recent and walked away. When did not leave a tip due to the disservice that we experience. My date went back in side to grab the receipt that had already been removed by the server and when asked for the receipt back ashley threw the receipt aggressively. If she is any representation of the way you run your business at this location I will not go back! I was not at all rude with ashley understanding of how hectic thing be as I manage a restaurant as well. But, the treatment from her made me uncomfortable sad because I traveled 45mins to travel there (On a date night) to leave disappointed. I think my date should have received some kind of complementary meal because of the incident. That can be utilized at any location because I fear that if I go back to this location I would be treated unfairly because of this incident.

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I just tried to place a to go order on the phone at the Cheesecake Factory in Palm Beach Gardens, FL. First of all they had me on hold for over 5 minutes on the phone. Then the guy took my order and hung up on me without giving me a time of when the order is going to be ready, and he didn't give me the total of my order. When I called back and asked him if he hung up on me. I asked him what was his name he said Shawn. I called back to ask for a manager and I explained to the manager (Rick) what happened, and gave him the guy name (Shawn) he stated that he doesn't have anyone by that name. So the guy lied. The manager Rick didn't try to resolve my issue at all. Poor customer service at The Cheesecake Factory in Palm Beach Gardens, FL Downtown at the Gardens.

On 7/30/2017 at 4:15pm we went to the cheesecake factory at the crabtree mall in Raleigh Nc. We have a party of five and we knew that their was going to be little time to wait for a table . The hostess said it will be a two hour wait, so we took the little beeper thing and waited around the mall intill 6:00pm and went back to check on how long it will be and she said about another hour and half and I ask for the manger. He said he did not need us to eat at the cheesecake factory and the hostess was smiling the whole time like it was funny to her .So we left and will never go back to the cheesecake factory or the crabtree mall for having a company like that in their mall...

Me and my friend visited today The Cheese Cake factory, located in Aventura Mall right before the lunch hour. After hostess sat us down nobody approached to greet us or at least to let us know that we will be helped anytime soon. After we waited for about 20 min I stopped the server that was helping the table next to us without even noticing that we are looking around. The server told us it's not her section and that she will call the waiter who's section we were sitting in. We were ready to order at that time and she wasn't even busy. After another 5min the other lady approached us chewing a gum and stood in front of me with and asked with an attitude" can I help you". Excuse me?! Is it how you approach your guest after youve been told they waited for a while? I just couldn't find any words to say from how shocked I was from the attitude she gave me. I kept looking at her and in about 30seconds looking at me she gave me a fake smile without saying a word. I didn't want to talk to her trying to avoid a rude conversation. I asked for manager right away. The manager approached and I explained what happened and that we would like to be served by someone else. They changed the server but never came back and at least ask if everything was fine at the end. I wasn't given a discount or even complementary desert for having a horrible experience since I brought my friend that was visiting from another country and was shocked being treated like that. I visit cheese cake factory every time I'm in the mall and absolutely love the food and atmosphere but this was unacceptable! The lady kept walking around the floor chewing a gum and having a face that we all owe her something. I wish I asked for her name and was able to write a bad review. She could have approached afterwards and apologized or maybe say that I missunderstood her or something and there won't be no problem. I work as a Manger in one of Miami reastaurants and I know how the guests should be treated and I wouldn't accept my staff acting like this. And being a manager would make sure my customers would have left happy after they had unpleasant experience at the begging. It looked like Noone cared. I please would like to be complemented somehow to visit your place another time and enjoy the restaurant

I've been to many Cheesecake factories, why does the Queens Center in NY give their servers 8 tables?The servers are overwhelmed.I think that 4-5 tables are enough.It not fair to the customers, they barely get enough time to ask questions.I asked to speak to a manager, and apparently they are not around.Cheesecake factory you are dropping the ball at the New York city location.

Hi my name is Carmen Lopez, I be in Cheescakefactory in Chandler fashion center in Chandler az, June 24 to celebrate the my dauther 21 birthday, and the service was very bad and the food 2, me and my sister order shrimp with pasta and was very very bad, the plate come with 4 shrimp small and one box the pasta each plate, m ask for one passion fruit margarita and she come with something different then when m ask for other one but the right one she argue with and she said, well u have to pay for both, then any way she come with when we almost gone and the her excuse, sorry the guy in a bar is to slow, are u kidding me, that not my problems m a cluster and I wanted the passion fruit margarita, well a couple plate of food very cool, and other thing I bring my own cake for my dauther and the manager put in the cooler then later she come and said I have to charge u for put the cake in a cooler and for cut the cake, really m bring my own cake and stiil have to pay for that, she dosent know if we have extra money, is not fair, is a lot more stuffs bad service and her face, she was mad maybe bec. We Hispanic? Raised rest or what? My dauther she was mad bec. We support to be good time with friends and fam. And the service was terrible, I hope hear from u guys very soon, Carmen

Hostess asked if we wanted a table or booth, we stated table, she then tried to seat us in a corner at a very tiny table next to a large group, the restaurant was 1/2 to 2/3 empty, I asked if we could get a different table and she rolled her eyes didn't say anything and took us to another table next to another group so I asked if it was ok if we sat at a table two tables down and her statement was, "no but ok I will let them know", and walked off. We got up and left also.

On Mother’s Day, I decided to drive to Chicago from the Suburbs of Detroit with my Fiancé, stop and pick up my Fiancé’s Mother, Father, her Sister and her 2 boys from Berrien Springs Michigan and drive the ladies to Downtown Chicago to have Dinner at the Cheesecake Factory on Michigan Ave for Mother’s Day. This location is a staple for me. I always, no matter the occasion when I find myself in Chicago, stop at the Cheesecake Factory to have dinner and a slice of cheesecake. On May 14, 2017, I made a special day trip, in honor of my Fiancé’s Mom.

We all got seated within a reasonable time. The server was a little slow in getting our order and missed a couple of things, but that was not really a big deal since we were all engaged in conversation. We all had Dinner and drinks. My bill $240. Now here comes the part that I look forward to like a 5 year old kid, The Cheesecake!

We all ordered Cheesecake, of course since I am regular, I knew that Corporate had pull the Blueberry Cheesecake, to my dismay (My Favorite). I decided on Lemon Raspberry Cream, which I planned to take home and sit in front of the TV and slowly enjoy. My disappointment! The Cheesecake had been “Watered Down, ” To Half the slice that I was used to and come to expect. What is this? Are you kidding me? This cannot be! Yes, the portion control police had taken over the Cheesecake Factory. What used to be a Generous portion sliced just right, was now what I would estimate is now half the portion that I had come to enjoy, since my days of going to the Cheesecake Factory stretching all the way back to my time in Miami.

Yes, The Cheesecake Factory has become a “Success” and therefore no longer needs to continue with the Portion and style that got them to enjoy the Success they do now. So, cut back on the portions, and even the worst sacrilegious act, cut back on the portion slice of Cheesecake that used be so common and so rewarding to my Tummy. Yes, they had watered down the service, but even worse-- the “Staple, which is why 90% of the people that dine at the Cheesecake Factory” dine there for, the Cheesecake.

Stephen Covey talks about the “Success” of a Restaurant and after achieving the desired success, water down the Clam Chowder that had made it popular and in so doing, lose a ton of business and was never able to recover, in the 7 habits of highly effective people. Don’t make the same mistake, let’s get back to basic, sharpen the saw, and put first thing first, the customer.

Glen Beckford
[protected]@aol.com

Honestly they were very nice and I liked the staff, but when it came down to eating everything went South. I can't say that I enjoyed my meal because it tasted like they cooked everything in the microwave nothing was hot everything seem to just be warm or cold the shrimp Alfredo was very Bland and it seemed like they didn't put any effort into making it like they threw it together. I can say for a fact that I will never go back for the food because it was terrible. The staff was really nice. I might even go just for the cheesecake. But never for the food. I was with my boyfriend at the time and it was just horrible. I don't ever want to taste something that disgusting again it was ridiculous that we had to pay a lot of money for terrible quality food. ):

I went to the Cheesecake Factory at the shop at forum in Las Vegas. We waited for the food about 30 minutes but the server never brought the bread for us. We saw she brought it to other table. I have no idea why she ignored us. We lost our appetite when the food came. After that we ordered Thai lettuce wraps after my husband ate the lettuce, he felt like some rocks inside his mouth but actually it was soil. Means they never ever wash it before serving. We asked to talk with the manager but seems like he never want to fix anything. I don't think this location it's good to go.

After a long day of work I decided that I wanted to take out & order from cheesecake. so I went out of my way to purchase a 4 cheese pasta, I went through the "to go/take out" line in hopes that I would be attended quicker. After over 30mins of waiting & watching Irma R laugh & joke w/coworkers I decided to ask what was going on w/my order she asked me what I had ordered & then looked it up & told me that "it had just came up." I am obviously frustrated already because I had ordered my food at around 7:15 and did not get my food till almost 8 o'clock. Customers after me had already been seated with appetizers ready & here I am seated watching people come and go; and me STILL without my food in a TAKE OUT LINE! However, I calmly went back & took a seat after she called someone over to bring my food over. Once the other employee brings the food they begin to converse for 5 more mins after and I am STILL without my food. She finally calls me up and hands me my food and tells me to have a goodnight. I grabbed my food and walked away, and when she thought I was far enough to not hear anything she gossiped over to her coworker "she's mad." NEVER not even once did she apologize for my wait time, nor did she care to check on my food until AFTER I asked her what was going on. This is so inconsiderate and unprofessional. Shows poor follow up and customer service on her behalf but also extremely immature. I've never experienced such a horrible experience, even if I had to wait for my food for 40-45 minutes at least make it up by being at least a little apologetic and at least ACTING like you care. She could clearly tell I had just gotten off of work and wait straight there I wa still in my work clothes; so the inconsideration was even more disrespectful. I live less than 10 mins away from this location and when I got home I got the surprise of COLD food. How is this even ok? Food does not magically cool in 7 mins it may be warm but not cold. Which leads me to believe myfood had been sitting there for a while before she even bothered to check on it! This is such poor quality in service truly disgusting behavior! I never yelled at her or became irate at the situation although a little flustered about my wait time I didn't even mention it, but coming home to COLD food that I waited 40 mins for is just not right that was the icing on the cake for me. I usually never keep receipts but I'm glad I did this time, that's how I got her name! Please please please follow up on this poor service such a mess.

Saturday evening, my sister and I went to the Cheesecake Factory for dinner. Our wait was only 30 minutes. Once seated, our server came to take our drink orders. She brought bread, and did really well in the beginning. After we waited over 45 minutes for our food, I asked to see the manager. She responded quickly to the table. I explained our concern. At this time, the food arrived to the table. She said that she would check on things, and be right back to talk with us. I noticed that she, and our server where talking at the door. Immediately, the server approached the table. She began to state, "My manager said that you all waited too long. I checked the time from when you sat down, and your food came out. It was not what you said". At this point, I was really getting irritated. She continued to make comments, and I replied, "I am the customer. Why are you arguing with me about our wait". She repeatedly spoke of how it was Saturday evening, and waiting is not unusual. As she walked away, I asked one of the staff cleaning the tables to have the manager come back. The manager returned to the table. I asked her why had she sent the server to relay the message. Because, you told me that "you" would be back. She apologized, and listened. I told her that it was inappropriate for her to send the server. She said that the server was not asked to come back to tell us anything, she planned to return. She failed to follow up with us. I immediately asked for a box to take my meal. I was so upset, that I could not eat. She asked if we would like a slice of cheesecake to go. By this point, nothing would have helped the experience that we had Sarurday night. We did not leave until 9:55pm. I am extremely upset with the poor customer service displayed.

I am here to raise a complain towards a customer service issues which occurred on 13th May 2017 at the Hong Kong branch, between myself and four of my friends.

At approximately 10:30pm, we arrived the restaurant and registered. The receptionist passed me the device for queueing up and told me the waiting time will take 40-45mins. At the meanwhile, one of my friend approached me and I just repeated, what the receptionist has just told me. Suddenly, the receptionist voiced loud and told us the worst case is around 3 hours. Actually, my friend was annoyed of the bad service and the way we were threaten, but then things even worse happened.

Around 30mins later, my device was vibrating. When I approached the receptionist, the DT (who are standing at the reception with black skin and fluffy hairs) just took my device and said something like "you should step aside and..." and just turn her back, even she did not finish the sentence in our direction. Due to the background music, it was hard to understand her and I replied "pardon me?“ She just looked at me with a facial expression of annoyingness and instructed me with her finger to stand aside to wait and someone will show me the way. I was quite surprised about her reaction, I suggested her "In the future, you better complete your sentence before you turn you back to your customer". She replied in an arrogant way, "Sounds good!" I was so embarrassed and disappointed about how arrogant and disrespectful her attitude was. She even started gossiping among with her colleagues about me (she was obviously AGAIN pointing to me and narrative what had just happened and her replies), in front of me?! How could this kind of poor customer service appear in this well-known restaurant? Especially my friends and me had been to your shops in SF and LA, we loved it and it used to be one of our favorite in the states, but this experience has totally ruined the image, what a "remarkable" service!

Actually, we had raised this concern to your senior manager HK branch “Jason Shum” about this incident, but except repeating, how sorry he felt and intended to compensate us with the bill settlement (which we had refused on the spot), he did not really listen and understand what we want to express. And at the end he had still refused to tell us the name of the DT.

We are so disappointed about how can a DT trainer can treat customers like this and we are really in doubt whether she is capable to train up all staff around the world. Probably it would be a better idea, if she is going back to the training school and re-train the proper customer services once again. Definitely this is the worst customer services I had to face in my entire life!

Good Morning, A few friends and I went into the Cheesecake Factory in Albany after Church on Sunday May 7, 2017. We only had to wait for 15 minuets. To be seated. After being seated and placing our order. We realized that it had been an hour and we hadn't received our food. Our waiter was very apologetic and tried to keep us happy. After our food arrived to the table I first noticed the presentation of the food. We eat there often and I always order your special, which is not on the menu (crusted salmon ) great dish. My salmon was burnt and hard to chew, the mash potatoes were smashed under the salmon and the broccoli was very hard as well. I was very upset. Being a diabetic and needing to eat I could not wait any longer for them to bring me another meal. Our waiter was great, he went to get the manager on duty at the time an African-American gentlemen. He came over to our table with no introduction. Kneels down arms folded on the table and asked us "What's the problem?" I began to explain to him about how the salmon was burnt and dry and I couldn't chew it. He then says to me "What you don't like crust" I did respond with This isn't crust it's burnt, and you could see that it was. He said it's just crust. Any thing else? Then he walks away and he never apologized for the cook or the wait time. We couldn't believe he just did. Not what can I do to help you with nor we will take care of your order NOTHING! We may never eat there again and I love The Cheesecake Factory

04/212017, at 24:22:27, server 0870a provided poor service at booth 536. After I paid for the meal, I gave server 0870a a$9.00for her tip. As she took the check, she stopped at an open table to see her money. Server 0870a turned back around, looked me in face, gritted, and rolled her eyes at me. As she was walking back through the aisle, I stopped and asked her why she gritted and rolled her eyes at me.

She looked me in my face, lied and gave me an excuse. I asked to speak to the store manager at The Cheesecake Factory location in Hanover, MD 21076. I came in contact with a male manager, and explained the situation to him. He looks at me, and tells me that he'll talk to her after the store closes that Saturday morning. Then he walks toward the cash register. I asked him, to come back to the table. I asked him, if that was it.

He said "Yes", and tried to walk away again, before I stopped him. I asked to speak to his manager, and he said that she wasn't in the restaurant. He gave me her card, and I told him how I felt about him and the server. I emailed a compliant to the store manager in Hanover, MD 21076. I haven't heard back from her in over a week.

I am seeking my full refund and tip from The Cheesecake Factory Corporate Office. I honestly believe that this was racially motivated towards me because I was on a date with a white woman.

Thank you,

Paul Mason

I went to lunch at thecheedecake factory in the Aveunes and ordered the thai glazed salmon with white rice. I was served raw hard rice and made a complaint and asked for the manager (ashraf awad) he said "this is how we serve it.. if u dont like it order something else" i used to be a weekly customer and have lunch there every week... usually order the same dish as well. Manager was very unprofessional and rude .. the global manager (tracey) he said his name was did nothing about it and i just left and had lunch in another place. Very disappointing to see you hire such low quality managers for this great brand

Sunday April 2nd we visited the cheese cake factory in San Diego. We were excited at first, we had a friend visiting from michigan. Food came and we were So disappointed with the old, cold food I was served when my wife & I invited a friend from out of state to one of San Diego's restaurant. It was an uwaful experience and so disappointing. The food went back as we received it. Old cut salad, oily cold food. Definitely will never recommend