The Cheesecake Factory – Product and service

I am writing to formally file a complaint regarding an unacceptable and disturbing experience I had during a recent visit to one of your Cheesecake Factory locations As a long-time customer, I have come to expect a high level of food quality and customer service, which makes this experience even more disappointing. During my family’s dinner—party of four—we encountered two serious health and sanitation issues. First, there was a live roach in the rice served to me. Second, another entrée came out with a strand of hair tangled into the food. These are not minor oversights; they are clear violations of food safety standards and local health codes, which prohibit any presence of pests or foreign contaminants in food served to the public. When I brought this to the attention of the manager, I expected immediate concern and proper corrective action. Instead, the manager offered nothing more than a replacement plate, which I declined. The issue wasn’t a single plate—the concern was the entire batch of food possibly contaminated if a roach was cooked along with the rice. To make matters worse, the manager was dismissive and refused to comp our meals, forcing me to pay for all four meals despite the severe health violations and ruined dining experience. The server was also rude, unhelpful, and showed no empathy. This level of customer care and cleanliness is in stark contrast to the values and policies The Cheesecake Factory claims to uphold. Your website and mission statement emphasize commitment to food safety and guest satisfaction yet our experience was the opposite. Not only does this situation warrant a refund, but I urge you to investigate this location for potential violations of FDA Food Code 3-101.11 (food shall be safe, unadulterated, and honestly presented) and local health department guidelines. I request a formal response to this complaint, including what corrective steps will be taken. As a loyal customer, I hope The Cheesecake Factory will do the right thing.