The Cheesecake Factory
reviews and complaints

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.

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!

Me and my fam went to The Cheesecake Factory on Friday January 26th to celebrate my pops' bday. We had a big group of seven peeps, so we're used to waiting for a table during busy times. But this time, the service we got was straight up unacceptable.

We got to the South Side restaurant just before 6pm and got a buzzer that said we'd have to wait for an hour. We waited patiently in the waiting area with a bunch of other peeps for an hour and 25 minutes. By the time we finally got seated, our whole group was starving, especially my 77 year-old grandma.

We thought that once we got seated, we'd get our orders in quick. But nope, it took almost another half hour just to get some bread and put in our orders. And then we had to wait for almost another hour just to get our main course. By the time we were done, we had been there for almost 3 hours and we were all super hungry.

We were all really disappointed with the whole situation and we were not happy with how long everything took. Nobody did anything to help us out, and when we left we all agreed that we wouldn't be coming back anytime soon.

On Sunday June 18th, 2023 myself and my family ate at the Cheesecake Factory at Potomac Mills in Woodbridge, VA, we waited 31/2-hours to be seated. While waiting I discovered that the reason it takes so long to get seated and feed is that the menu is too long. Let alone It's a hit or miss in getting a dish you think you might enjoy. I ordered the Fish and Chips (who mess up a simple dish like fish and chips?) you guessed it! "The Cheesecake Factory" It was absolutely horrible. I will never ever order this garbage again. Yes, I could have sent it back but it would have taken too long to re-order something else from that big menu. Cheesecake is your specialty focus on that and either reduce your menu or offer people a menu prior to bringing seated. You Appetizers, Small Plates, Skinny Menu and a regular menu.

5/20/23 West Palm location. While on vacation, took my wife, daughter and 3 grandchildren to diner. party of 6.

In haste, paid the bill by Credit card. Before leaving, approached waitress to question charges. Without looking, she claimed it was right, and dismissed me. Not wanting to make a scene in busy location, I clearly saw how busy and short staffed they were, I left. I had 'caught' her in the entrance.

I was charged 4 kids meals. Should have been 3.

See attached, party of 6, billed 7 meals.

I went to dinner with friends on 5/5/2023 about 6 pm. I ordered the Thai Chicken salad, ate some veggies then took a bite of the chicken, tase was off, kept eating the veggies, another piece of chicken, noticed most of it was raw. We were talking, having a great time, I didn’t want to gross anyone out, ruin our evening, we were going to another event, rushing, I didn’t complain, asked for a to go box. Later on I started feeling nauseous, then later sharp cramps, vomiting non stop. I called manager Mary, to warn her about the raw chicken, she said she was busy to call later. Next day I spoke to Reetu took my information, I emailed corporate, sent photos, we’ve emailed back and forth. I had diarrhea, vomited, cramping, even a fever for 2 days. This evening she said I would not be compensated which I haven’t asked for anything other that maybe a gift card for the price of the salad, although I missed a weekend trip, a day of work, I didn’t ask for any compensation. She claims there’s video showing I ate my meal just fine, I did have opportunity to complain at that time which would’ve ruined everyone’s dinner but they claim their chicken was not raw, it clearly was and I was sick for a whole week! The leftovers were in the to go box for over 2 hours, the bag tilted and vinaigrette acidity may have slightly changed the outside color of the chicken but they claim it’s not the same. I do not lie and this is not how you handle a serious customer complaint. All I wanted to do was warn them about raw chicken to avoid others getting sick not got through all this ordeal for over 2 weeks and on top of that basically being called a liar by Ashley Weiss. Disgusting customer service!

Our 29th wed anniversary. we received our order we had a very difficult time biting n chewing the chicken. Abundant amount of rice was so much. it was like the chicken was refried we notified our waiter n he said he would let the cook know. The cook nor the waiter did not come back to apologize or replaced our meals with fresh chicken. t advertise menu pic n the meal we recd looked nothing like it. My husband felt bad that he brought me to a restaurant I didn't enjoy. Thank you so much for your time. ruth gaines 

850 stone # 190

Corpus christi tx 78418

To whom it may concern,

I am contacting you with regard to my attempted dinner at your Tysons Galleria location. I made a reservation for three people for 6 PM on Friday April 14, 2023. We arrived and were promptly seated by a host who left menus at our table. Before I get to the evening's events I must let you know that the restaurant was virtually empty. We remained at our table for approximately 12 minutes without any contact at all. No water, no one came to take an order for cocktails and no one came to see if we wanted to order anything. Finally our server appeared and it was very obvious that he was not in a good mood. Not a smile, not a good evening , not any kind of introduction at all. His way of starting our dinner experience was , and I quote, " are you ready to order?" We informed him that we would like to order a cocktail before ordering our meal which seemed to puzzle him. He took our order and left. Still no water or bread or human contact for another 15 minutes. By this time My wife and my 94 year old mother had had enough and they requested that we leave and go somewhere else for dinner. We got up and made our way out of the restaurant without anyone asking what was wrong or why are we leaving. I know people have bad days but it was quite apparent that this particular restaurant needs to address their total lack of customer service. I am not one to leave negative reviews on Yelp or some other social media platform so I decided to vent directly to corporate.Thank you for reading my rant and hopefully this will lead to a better experience for all .

Respectively

C J R

Vienna Va

A friend of mine and I were at the Cheesecake Factory in Aventura Mall today, 3/24/23 at around 1:30pm EST or so. My receipt at checkout shows 15:20. The young lady at the front desk (I think the manager said her name is Igana or Igiana or something like that) told us that the wait would be 5 minutes. After about 15 minutes, I went up to the desk and asked her if she had called "Shirley." She never looked up at me. She only said, "Nope." I said, "Well, you told us it would be 5 minutes but I see that others are being seated." She said something I couldn't comprehend so I said, "Excuse me?" She said (without ever looking up at me), "You have to wait." By this time, we were called and I told the lady who took us to our seat about my complaint. She said, "I'm so sorry about that." I said, "No, that's not good enough. I want to speak to the manager," only to find out that she "was" the manager. She said, "I'll talk to her." I said, "Oh sure you will. That's not sufficient. I'm filing a complaint." This may seem petty but this is an examply of mishandling a customer and I was much offended. I'm a school teacher and understand the importance of excellent customer service...not matter what.

Good day,

First, I want to start off by saying I have worked in the restaurant business all through college, so I feel like I have more patience than most when it comes to errors in orders, waiting etc. I have made a formal complaint about a bad experience before either, but I can't overlook what a horrible experience my family and I had at the Cheesecake Factory in Short Hills, NJ on Sunday March 19,2023.

My sister wanted to take 9 family members out to lunch. She called to see if she could make a reservation and they told her only parties of 6 and under. She arrived at 12:05 and gave her phone number [protected]. She was told there would be about a 40-minute wait, okay no problem. Well, two times we had to go up and ask if our table was ready. The manager kept telling us he was waiting for people to get up before we could be seated. We finally got sat at 1:16.

Waitress was nice, took our order brought us our drinks. I heard the table to my left complaining to the waiter and the Manager came over to their table. Then, a table sat down to the right of us, got an appetizer and their meal came. At 1:50 there was still no food, and we were all getting upset. I went back up to the Manager stating that we had been there for almost two hours, and we still didn’t have food. Also, told him the table next to us that sat down after us was already eating. I told him this is completely unacceptable. Both manager and waitress knew we were upset as they kept apologizing to us. Finally, at about 2:05 our food comes. At this point, one of my sisters could only stay until 2:30. My son has severe ADHD and was losing it. I quickly had to finish eating and take him home. There was no chance of ordering dessert, which is our favorite part of Cheesecake Factory. Upon leaving, I saw the couple that was sitting to the left of us leaving. I said, “excuse me, you were sitting next to us, and I heard you complaining to the waiter and manager” and that we had a terrible experience too. They said “yes, long wait and food came out wrong, but the manager comped us about 80% of our bill”. My sister paid the bill at 2:21. I called her to see if they had comped her something like they did at the table next to us and she said no. Not to mention, I think I got food poisoning from the restaurant because I was violently ill about 5 hours after eating.

This is my point. Manager should have bought our drinks or something to make up for their inadequacy. My sister lost her husband during Covid at the age of 40 so she is a single mother of two she doesn’t have a lot of money. She wanted to do something nice for us by treating us to lunch because we have been her main support since, and it ended up being an utter disaster and terrible time. With this being, out of principle and good Customer Service, I think it would be nice if you did something for her like send her a cheesecake or gift card or something.

Receipt attached and time we got seated attached. Her address is:

Laura Regala

8 Redwood Road

Livingston, NJ 07039

Sincerely,

Deborah Andrychewicz

I dined at the Cherry Hill NJ location. The food was spectacular however, the cleanliness took a nose dive. There was food all over the floor, french fries under tables, croutons under seats. Trash was also on the floor, paper from the straws and debris in the middle of the isles where it is easily visible.

The customers left next to us. The bus boy came by and cleaned the table. He used a dirty rag that was stuffed in his apron. He didn't even use a spray to clean the table. In this day and age, a disinfectant should be used. After he was done, you see all the smears on the table and a crumb of food left behind.

Come on, Cheesecake Factory! I love you guys. You need to do better. Cleanliness needs to also be a priority.