The Cheesecake Factory
reviews and complaints

When I signed up for the Rewards club, they emailed me saying that I would get a free slice of cheesecake for my birthday. It's a very clear, unambiguous statement in their email to me. Then, when I logged into the rewards club on my laptop, the reward was gone. There is no phone number for customer service listen on Cheesecake Factory's website (they intentionally make it difficult to reach out to them), so I had to search for one on DuckDuckGo. Thankfully, ComplaintsBoard provided me with a phone number. The woman on the phone claimed I had to sign up for the rewards club at least 24 hours prior to my birthday, and even though they emailed me promising me a free slice of cheesecake for signing up, I would not receive one. I feel misled and like they wasted my time. 1-star experience.

I went to The Cheesecake Factory website and made a reservation for my friend's birthday party. I was so excited to celebrate with my friends and family. I even called the restaurant to make sure that everything was going to be okay if we added more people to our party. The person on the phone said it was no problem and to just let the host know when we arrived.

When we got to the restaurant, I told the host that we had two more people in our party than what was on the reservation. Jordan, a manager, came over and said that we couldn't be seated because we had more people than what was on the reservation. I told her about the phone call I had made and she still said no. She said we would have to wait for two hours because there was another big party waiting to be seated.

I begged and pleaded with Jordan to let us in, but she wouldn't budge. She didn't care about customer service or making us happy. She was more interested in telling us that she was going to punish the person who had told me it was okay to add more people to the reservation.

Overall, I was very disappointed with my experience at The Cheesecake Factory. The food was good, but the customer service was terrible. I don't think I'll be going back anytime soon.

I recently visited the Cheesecake Factory in Bethesda and was excited to try out their food. I had heard good things about the restaurant, but unfortunately, my experience was not great. When I received my food, I was disappointed to find that it was cold and soggy. The crispy shrimp was not crispy at all and lacked any shrimp inside. It was more like a soggy fried bread. I also ordered the jerk chicken, which was cold, and the chicken cabbage wraps, which tasted terrible.

I spoke to a staff member named Eleanor, who was not helpful at all. He suggested that I bring the food back for a refund, but I explained that gas prices were high, and it was not worth the trip. I was disappointed that the manager did not offer any other solutions to my problem.

In my opinion, the Cheesecake Factory in Bethesda does not deserve a reservation or any special treatment. The food was not even as good as a double cheeseburger from McDonald's. I would not recommend this restaurant to anyone. It seems like they cook the food ahead of time and just throw it in the bag, hoping that customers will not notice the poor quality.

Overall, my experience at the Cheesecake Factory in Bethesda was not great. The food was cold and soggy, and the manager was not helpful. I would not go back to this restaurant, and I would not recommend it to anyone. It is a shame because I had high hopes for this restaurant, but it did not live up to my expectations.

I've been to The Cheesecake Factory three times now, and I have to say, I wasn't impressed with the food. It seemed like everything was just frozen food heated up on site. The first two times I went, I didn't have a great experience with the food at all. But my wife wanted to stop by for some cheesecake pie and coffee at the Park Meadow Mall in Douglas County, Colorado, so we decided to give it another try.

We ordered coffee and two pieces of pie, but when the coffee arrived, it was cold and old. I mentioned this to our server, and he said he would bring another cup. When the second cup arrived, it was terrible. The cup was one-third full of coffee granules! I talked to the manager about it, but she didn't seem to care about my complaint at all. I couldn't help but feel like it was because of my race and ethnicity. I sent an email to the company, but I haven't heard back from them in over six weeks. It seems like they have no tolerance for minorities at all.

Despite my bad experience with the coffee, I have to say that the cheesecake pies were pretty good. Maybe The Cheesecake Factory should just focus on selling their pies through grocery stores instead of opening dine-in restaurants. They're giving the restaurant industry a bad reputation. I have a video of my experience, but I can't upload it to this review. If you're interested, I can send it to you via WhatsApp or some other means. I don't have the receipt anymore, but I did charge it to my credit card.

Overall, I think The Cheesecake Factory needs to work on their customer service and food quality. It's a shame because their pies are really good, but everything else seems to be lacking. If they can improve in those areas, I might be willing to give them another chance.

I had a recent dining experience at The Cheesecake Factory in Towson that left me feeling disappointed and frustrated. I went out to dinner with my two daughters and we were excited to try some of the delicious food and drinks that the restaurant had to offer. However, our experience was quickly soured when we realized that our waitress had forgotten to bring us straws for our drinks.

At first, I didn't think much of it and assumed that they had simply run out of straws. However, as we continued to enjoy our meal, I noticed that other tables around us were being served drinks with straws. When I asked our waitress about it, she told me that she had looked for straws but couldn't find any. I asked to speak to the manager, and when he finally came over, he seemed annoyed and unprofessional.

I was frustrated not just because we didn't have straws, but because it felt like we were being treated unfairly compared to other tables. My oldest daughter wanted a milkshake, which was difficult to drink without a straw, and I felt like we were being ignored while other tables were being served. The manager offered to take the milkshake off the bill, but I didn't want free food - I just wanted to be treated fairly.

Overall, my experience at The Cheesecake Factory in Towson was disappointing. While the food was good, the service left a lot to be desired. I don't think I'll be dining there again anytime soon.

Me and my crew been hitting up The Cheesecake Factory for years now. Today we hit up the Kierland spot in Scottsdale, AZ for happy hour with a big group of 20 at 3pm. But when we got there, the manager told us that the happy hour area was reserved for a group of 30 at 4pm and there were only 40 seats in that area. So he said he couldn't hook us up in that area. We were like, "Hold up, we got here first and we know the happy hour area is first come, first served according to Corporate." But the manager was being all stubborn and said he could only give us a couple tables outside the happy hour area. And he said we wouldn't get the happy hour prices if we sat in the regular dining area, which was whack because we were there for happy hour. We argued with him about the rules, but he was making up his own rules or something. We've been to The Cheesecake Factory many times and never had this problem before. We've always been told that the happy hour area can't be reserved and it's first come, first served. But this manager was trippin'. He offered us a seat outside the happy hour area, but we wouldn't get the happy hour prices and we'd have to move for his reserved party. That ain't right, so we hit up Corporate to find out the real deal. And just like we thought, the happy hour area can't be reserved and it's first come, first served. So Corporate hit up the manager and straightened him out. We got the happy hour prices and everything. Shout out to Corporate for hooking it up, but the manager needs to learn how to be fair to all customers.

I went to the Cheesecake Factory to wait for my friend who had a delayed flight from Brazil. I ordered a salad and a glass of wine and waited for the free bread that they usually serve. However, the bread never arrived. My friend arrived and was very sad about the flight. He was so hungry that he ordered a meal from the regular menu. When he asked about the bread, I told him that it was no longer free.

More people arrived for happy hour, and the bartender served them drinks and free bread. My friend finished his meal and left because he didn't feel well. I stayed and ordered more wine. I asked a couple sitting near me if they were paying for the bread, and they said it was free.

I felt weird and thought that maybe the bartender didn't like us because we were speaking Portuguese. I asked to speak with the manager and expressed my concerns. The manager gave me his business card and told me to call if I had any more concerns.

The next day, I called the headquarters and spoke with the Manager of Guest Services Specialist. He was very nice and thanked me for sharing my experience. He assured me that he would address the issue.

To my surprise, I received a thank-you letter from the Manager of Guest Services Specialist with a gift card for $25. I called my friend in Brazil, and we were both happy with the results of my complaint. I give the Cheesecake Factory and Mr. J. M. Guest Services Specialist five stars. Thank you so much!

On Sunday, February 20th, at around 10:30 am, I gave a ring to The Cheesecake Factory in Durham to check if I needed to make a reservation for a party of 20 to celebrate my husband and son-in-law's birthdays. I got in touch with Scott, the manager on call, and he told me that I couldn't make a reservation for that many people. He advised me to walk in instead. I told him that we were coming over from the AMC theater, which was right across the courtyard from them. I wanted them to be aware of our arrival so that we could be seated. My husband and son-in-law were looking forward to eating there because they liked specific items on the menu. However, Scott didn't offer any advice on how to make it an easy transition to getting seating arrangements made.

When we left the theater and arrived at the restaurant, the young lady working the desk told us that there was a two-hour wait list. She also mentioned that if I knew that I had a party that size, I should have come over and scheduled a time on the waiting list to be seated. They could have accommodated us that way. I informed her that I didn't know that was an option. I called and spoke with Scott that morning, and he didn't offer any suggestions like that. If he had, we could have enjoyed our birthdays. Instead, my son and I had to walk around the courtyard to see if we could get into a restaurant to eat and put our party plan together. We ended up at Uncle Julio's, which was very nice and accommodating. The food was terrific.

Scott wouldn't even come out of the office to talk to me and my husband to try and work something out. Another lady manager there, whose name I didn't get because I was too upset at that time, kept telling me that there was nothing they could do. It was heartbreaking because I wanted to eat there myself and enjoy my family and friends, but it didn't happen. I would like for their customer service to be better and more accommodating. They should help offer solutions instead of nothing at all.

Cheese cake factory is a place that I would not recommend to anyone. The staff in Toronto are not trained in basic customer service concepts. They don't acknowledge when a customer informs them of a problem, they don't look into the problem, and they are disrespectful to customers. Is it too much to ask for a little bit of respect?

Before opening time, they allowed people to line up at two different doors. We didn't even know there was another door somewhere else. At our door, there were over 30 people waiting after a 45-minute wait. The staff came and saw us through the glass door and removed the 'closed' sign, but kept the door locked. We saw through the glass door that other people were coming in like a flood. That's when we realized there was another door. We kept waiting, and they periodically came and looked but didn't open the door. Finally, I went to the other door and told the front desk 'hosts' that there was another long line at the other door. I asked them to open the other door, too. Not only did they ignore me, but one of them even made a snide comment as I was leaving. We kept waiting, but they didn't open our door! They saw us and ignored us. Finally, I went to the other door again and asked for the manager, but they tried to block me. I persisted. They tried to intimidate me by aggressive behavior and even pushing me aside, but I didn't leave. When this scene got the attention of all customers, they finally acted like reasonable people and let us in. But they still didn't open the other door! They didn't even go to explain anything to those 30+ customers waiting! They just ignored all of them!

The manager came to us because I had complained and tried to justify her decision by saying: 'I couldn't open both doors because I don't have enough room to seat everyone!' So what? She ignored 30+ customers waiting at the other door without so much of an explanation? I told her: 'It would have been prudent to put a note on our door asking people to go line up at the other door so you won't create this situation'. At least then she accepted it was her fault. The so-called Hosts even don't have that decency.

I only stayed and ate because my wife wanted to try that place. The food and our waitress were fine, but going to a restaurant is about feeling respected, not just food. I would never go back to a place that is so disrespectful to its customers and ignores them.

I suggest you go to any other restaurant. There are many good restaurants in the vicinity. Ignore this restaurant because if you go, they will ignore you!

I went to The Cheesecake Factory on 9/6/2021 at around 9:59pm. I walked up to the cheesecake ordering register and waited for a while. Finally, someone behind the register area noticed me and asked if I needed help. I told her that I just wanted to order a piece of cheesecake. She told me that the restaurant was closed. I was confused because the sign on the window said that the store hours were 11am-11pm Mon-Thurs, and it was a Tuesday evening. I told her about the hours on the door outside, but she didn't seem to care and went back to what she was doing. I asked to speak with a manager because I thought the customer service was lacking. The manager, Brian, came over and I explained the issue with the store hours and my experience at the checkout. He also didn't seem to care and told me that all the registers were closed and there was no one to take my order. He said that I shouldn't have been able to get inside because the doors were locked. I was even more confused because I had walked right in and the doors weren't locked. Based on the sign outside, the restaurant appeared to still be open and any waiter could have easily taken my order just like they would for the other customers sitting at their tables. I asked if there could be an exception given the confusion around the posted operating hours, but Brian was rude and dismissive. This was disappointing for me because I have been a long-standing customer and have patronized the establishment many times for many years. I have also supported The Cheesecake Factory almost entirely throughout the course of the initial outbreak of the pandemic. I have been more than understanding during times that I received the wrong order, cold food, or waited extended wait periods to receive my order. I did not file one complaint. I did not give the staff a hard time. I would have expected the same courteousness and respect to be extended to me in return. I am so disappointed and saddened by the way I was treated this evening by the staff and management.

I went to The Cheesecake Factory with my elderly mother for dinner at the Redondo Beach location on August 1st, 2022 around 6:30 pm. We were seated right away, which was good, but unfortunately, our experience went downhill from there. We noticed that other customers who were seated after us received their main entrees before us. Even a couple who came in after us and had some friends in the kitchen received their food before us. But what really upset us was that larger parties who were seated after us also received their entrees before us. My mother has a disability and needs to eat at a certain time, so this was very frustrating for her.

I ordered a beet and avocado salad, and my mother ordered the Chicken Riesling. These are both simple dishes to make, so we couldn't understand why it was taking so long. We saw a family of three across from us who received their order before us, even though they were seated after us. Another couple behind me came over 20 minutes after us and received their main order before us. My mother was very upset, so she approached a waiter and told them what was happening. The waiter referred us to a manager named Karina.

Karina was a middle-aged woman who was rude and unapologetic about the matter. I told her that the optics of this event appeared to look very racist, as we were the only Black people seated in that area. But she didn't seem to care and practically shrugged us off. She didn't even attempt to apologize. I was shocked at her behavior and left with my mother in a furious mood.

To make matters worse, I had to pay for valet when we left. When I went back inside to ask the manager to cover the valet, she told me that valet is covered by the city, not them. But the signage on their stand clearly says, "The Cheesecake Factory Valet"! I'm not sure if what she said is true or not.

After doing some research on the Better Business Bureau website, I found out that this establishment has issues with discrimination. They apparently discriminate against Black people, people in the LGBTQ community, and people who are disabled. This is unacceptable and needs to be addressed. I'm still combing through the many complaints on the BBB website, and I'm finding more and more complaints about discrimination. The BBB doesn't handle discrimination complaints, but people have still felt compelled to leave these complaints. This is a serious issue, and I won't be going back to The Cheesecake Factory.

Wife and I ate at location in Green Hills Nashville, Tn. on Saturday March 2, 2024. She had a Chicken Dinner that was all right, but I got the Fish Tacos for $19.99 plus tax, and they were terrible. I don't complain very often, but the fish was so small you could hardly see them, and the soft shell it came in was like trying to eat thru a sponge. We eat there at Green Hills location fairly often we drive from Russellville, Ky about 55 miles. I think that I should be refunded what I paid for my Fish Tacos as good relations on your part as a company. You can call me at [protected]. Robert Canfield

In June 2023 my husband and I had lunch at the Irvine CA Cheesecake Factory in the Irvine Spectrum. He ordered a salad and was told there were no nuts in it.

However, there was accidents a peanut dropped in it.

Almost immediately after he ate he run to the restroom vomitting. Then his throat began to close up. I rushed him to the hospital close by where they hooked him up quickly to IVs. We were there all afternoon and evening.

I called the restaurant and told them what happened. They apologized and owned the mistake. They told us a manager would call us.

He/she did not call.

I called back two days later and they apologized and said they would cover our lunch cost and send us a gift card.

They did not.

I called a third time and they said sorry and they would cover the meal and send us a gift card.

They did cover the cost of lunch.

But now 6 months later never a call from the manager nor any gift card.

We have not gone back since.

I visited the Rancho Cucamonga location, on 7/28/23 around 6pm. I have been to this location numerous times, and typically dine at the Cheesecake Factory about 2 times a month. The experience started fairly well, as my wife and I were sat pretty quickly. We order cocktails, as we normally do, and began to view the menu for appetizer options. Of course, the complimentary bread was delayed, but that seems to be normal during the times we visit. We already had our meal selection in mind, so we were able to order with ease. We both ordered the same meal, Jamaican Pepper Shrimp. My wife substituted for all chicken, while I requested the combination of shrimp and chicken. Our dishes arrived completely different. Her dish was dry and lacked the sauce for her chicken, while my plate was buried in runny sauce. Also, I had no plantains on my plate. They suggested to get extra sauce for her, and cook up some chicken for my plate. I guess they expected us to wait, while our plates cooled, for the rest of the dish to arrive. After some delay, I explained my dish was cold and inquired about the replacement. More time went by, while my wife’s dish sat at the table. Finally, I asked for manager assistance, and the server became annoyed. More delay, then finally the replaced dish arrived. The manager arrived afterwards, asking how we like the meals. He seemed to act as if he was unaware of the problem. I explained the problem, and pointed out the table next to adjacent was seated after us, had received their food, and was paying the check, while we were barely receiving our meals. By this time, I had become agitated, as there seemed to be no adequate or sincere response from the entire staff. The manager, Jose Nunez, offered to pacify us, with free cheesecake, as if this was his way of rectifying the situation, then walked away. As mentioned, I visit this location, and the Riverside location very often, and also order meals delivered, when I choose to dine at home. Each visit tallies over $100 per visit, as I’m usually more than willing to pay. However, when I dine out, I’m looking for good food, and great service, and this experience was terrible. I was completely disappointed in the service, and the way the staff handled the situation, which ruined the experience for my wife and I. Do better!

Me and my sister went to The Cheesecake Factory in Jacksonville at St. Town Center. The service was not good. They took a long time to bring our food to us. My sister's fish was really dry. It looked like something that my son could have cooked. My burger was burnt. When my sister saw the manager, she told him that we were leaving. She told him what the problem was. The manager said she can leave. What kind of service is that? This place is not recommended. Don't waste your money. They're overpriced and the food was bad the last time me and my family came here. I thought things had gotten better since. We have not been there in so long, but I can see I was so, so wrong. The only reason I left one star is because this site would not let me put zero stars.

I went to The Cheesecake Factory at Coastland Mall in Naples, FL on 6-17-22 from 11:10 a.m. to 12:25 p.m. I ordered a salmon salad, but it came out as a hot meal with salmon, mashed potatoes, and asparagus. It was not what I wanted, and I was disappointed. When I finally got the attention of our server, she was chatting with other servers, maybe friends, and had other tables to attend to. She said sorry and explained that she doesn't hear well. I pointed to the salad on the menu and said that I wanted a salmon salad "with dressing on the side." My husband also heard me say that.

The manager came over and apologized for the mistake. She said that she would make my correct salad order. However, my husband was almost finished eating, and we were now rushing because we had an appointment at 12:40 p.m. We shouldn't have been in the restaurant for 1 1/2 hours during an uncrowded lunch time. When the bill came, it charged us for the wrong salad in addition to what we had eaten. It took a while for that correction. We left as soon as possible without tipping. We won't be returning to The Cheesecake Factory.

Overall, I was disappointed with my experience at The Cheesecake Factory. The mistake with my order and the slow service made me feel like I was wasting my time. The fact that the bill was incorrect and took a while to correct was also frustrating. I hope that they can improve their service in the future.

Me and my family went to The Cheesecake Factory in Fresno, CA for dinner and let me tell you, it was a pretty good experience. We were seated on time and the service was terrific. The food was good too, even the dinner we ordered to go was good. However, we decided to order 7 cheesecake slices to go and when we got home to Visalia, CA, we were disappointed to find out that the cheesecake slices we were given were smaller than what we saw in the display case as we entered. The slices were so small that they were not big enough to share, which was really disappointing.

We called the restaurant to talk to a manager about the issue, but after waiting for 20 plus minutes, we realized that we were hung up on. We tried calling again, but no one answered the phone. It was really frustrating to pay over $9.50 for a piece of cheesecake and receive only half a piece. We felt embarrassed and disappointed.

Overall, The Cheesecake Factory is a good restaurant, but they need to work on their portion sizes and customer service. We hope that they will take our feedback seriously and make some improvements.

The quality of the food at The Cheesecake Factory has been on a decline lately. We visited the restaurant on May 10, 2022, and were disappointed with the spinach dip, which tasted terrible. But that wasn't the only issue we encountered. When we unwrapped our silverware, we found that they were still covered in spinach and cheese. We brought this to the attention of our server, who promptly called the manager. The manager apologized and sent out a new set of clean silverware. However, when we unwrapped the new set, we found that the spoon was even worse than the first set, with clear food residue on it. This time, the manager came out with another guy who seemed to be in charge of the kitchen, and they apologized again.

It's concerning to think that we encountered dirty silverware twice in a row. What does this say about the restaurant's kitchen hygiene? The Cheesecake Factory is a large restaurant with a massive operation, so it's worrying to think that they may not be maintaining proper cleanliness standards. Unfortunately, we didn't take any pictures, but we won't be going back there again.

Overall, it's disappointing to see the quality of the food and cleanliness standards at The Cheesecake Factory decline. We hope that they can address these issues and improve their service in the future.

poor service.

The Cheesecake Factory used to be one of my favorite places to eat, but my recent experience was a real bummer. The Manager host, Waitress and Cake department all had serious attitude problems. I don't know if they were overworked or just having a bad day, but it made our whole experience a 2 thumbs down and a twist!

To start off, the drinks were a major disappointment. The strawberry daiquiri was horrible, and the Shirley temple was weak and barely had any flavor. And to top it off, they brought out hard bread that was difficult to chew.

Our waitress seemed to be struggling to keep up with our table. She couldn't handle more than one thing at a time, and it was frustrating to watch. I'm not just saying this to be mean, but I think they need better training before dealing with the public.

We asked a couple of people a few times to bring us more bread, but we never received it. It was frustrating because we could see the new bread in the oven, but no one seemed to be in a hurry to bring it out.

The food wasn't terrible, but I've been to The Cheesecake Factory plenty of times and have had much better meals. I don't know if they're under new management or what, but so much has changed. I hope they get better soon because I hate to see people fail because of poor service.

Overall, I was really disappointed with my experience at The Cheesecake Factory. I hope they can make some changes and improve their service because I used to love going there.

I used to be a big fan of The Cheesecake Factory, and I would take my family there at least twice a month. However, after my recent experience, I don't think I'll be going back anytime soon. Before the pandemic hit, I had purchased six gift cards for their delicious desserts. Unfortunately, due to the pandemic, indoor dining was closed in New York for almost a year. When indoor dining finally reopened in April, I decided to take my family to the Queens Center location for dinner. However, when I tried to use my gift cards, I was told that they had expired at the end of March.

I was really disappointed that my gift cards were no longer valid, especially since The Cheesecake Factory had been closed for so long. I would have thought that they would extend the expiration date on the gift cards, considering the circumstances. After all, they received millions of dollars in pandemic aid, so it seems a bit greedy to take even more money from customers who purchased gift cards that have now expired.

Overall, I think it's a shame that The Cheesecake Factory is putting corporate greed ahead of customer satisfaction. I used to love their food and desserts, but now I feel like they don't really care about their customers. It's a shame, because I know that many people used to enjoy dining there. Hopefully they will reconsider their policies and start treating their customers with more respect.

My experience at The Cheesecake Factory was not good at all. I don't think I'll ever go back there again. We got there 30 minutes early to try and get a table for our party of seven, but we couldn't do it online because we had one extra person. Finally, at 8:30 PM, we were seated. But at 10:45 PM, some of us still hadn't gotten our meals and they were closing in 15 minutes. The manager didn't give us any explanations, just excuses. And to make matters worse, he charged us for the appetizers and drinks we ordered while we were waiting for our food that never came! This was supposed to be a special evening for our family, and we told the wait staff that several times. But it was ruined by the terrible management and a restaurant that couldn't even do the one thing they're supposed to do - make food! I've never been in a restaurant for three hours and not received the meal I ordered. Our evening was ruined and my five kids went home hungry at 11 PM. And to top it off, we were charged $94 for just seven drinks and two appetizers over the three hours we were there! That's outrageous and should be illegal! I would have gotten better service at McDonald's that night and we would have gotten our food in five minutes!

Me and my crew went to Cheesecake factory (which we go to a lot) on Wed. 2/16. There were ten of us, and one of us had allergies to cheese, so they ordered enchiladas without cheese. But when the dish came, it was covered in cheese, which was probably an honest mistake. They said they would fix it and bring a new dish. But when they brought the new dish out three minutes later, it still had cheese remnants all over it, covered up with sauce. We were all pretty upset that they would risk someone's health like that just to save a dish. The Manager said sorry and took the dish back again. But after waiting for twenty minutes (the rest of us were already done eating), we still didn't have the new dish. So we just cancelled the order altogether. I couldn't believe it would take them so long to bring out a "fresh cheesless" dish when they had brought the first correction out so quickly. It was really bad service, and it's scary to think they would risk someone's life like that. If you have food allergies, be careful with replacement dishes. They could send you to the hospital!