The Cheesecake Factory
reviews and complaints

Poor service.
We had a table colse to the bar . We went we our kids to celebrate that my son won a tennis tournament and we were disappointed with the service. Andrew was our server and did not offer bread or brought any after 20 min of waiting, our food was delay for 40 plus minutes. He did not refill our waters. He was a terrible server. Food arrived and he was talkiking with other people, he did not check how was our food. We ordered dissert and never came to our table, finamlly he brought the disserts to go when we never asked it was to go. We asked to bring them to the table and he slammed them on the table and left. He did not bring silverweare. He brought our check and slammed it on the fable and left. We talkex to the manager she was not very pacient either. She took off the appettizers from our chexk and dessert. We felt like we were treted like animals . He ruined our night with our 18 and 13 year old.I would never ever come back to this horrible place. My husband and I recomended to my kids to go tonight and it turned out to be horrible. The server Andrew challenged my husband and left

Waiter was great, food came out cold and we had to ask them to reheat the food. Drinks tasted like water. We asked for a mango smoothie and a shot of vodka not mixed together. The bartender mixed the shot in the smoothie when I did not ask them to do so. I did not want the shot mixed in with the smoothie I wanted to add the shot to the drink that taste like water I asked If I could not have the shot mixed in to my smoothie and the refuse to make it over. The manager kept telling me that I will have to purchase another smoothie It was not my fault that they did not give me what I asked for. I asked the manager over and over can they remake my drink without adding liquor to it and they refuse. We spent over $100 and tipped the waitress very good there is no way that we should havevhad service like that. We are very disappointed with the service that we received from the manager and the bartender making us add liquor to a smoothie when we didn't ask for it we should have received whatvwe asked for or giving a refund fir the smoothie because the shot and the smoothie was for two different ppl . and there was only 2 of us.

I'm a fan of Cheesecake Factory and have eaten at several locations in different cities. The menu is massive and mostly everything I've tried is good. My go to dish is Chicken Costoletta and their Classic or Old Fashioned Cheeseburgers and both are mostly good. They are always busy in the early evenings so expect a long wait time. Lately I've use them through Door Dash which is gaining popularity (You need to recognize) but everything does not* go smoothly. Door Dash customers are not as valued as restaurant patrons and this should be addressed by Cheesecake Factory and Door Dash restaurants participants If you specify something in "special instructions" Do Not** expect them to get it right. If you want extra salad dressing, Do Not** expect to get it. If you want extra sauce, Do Not** expect to get it. If you don't want your onions grilled, DO NOT** expect to get it. It ruins the meal you've ordered and paid for and you know you're being blown off because you're not in their face. I get they probably understaff the cooks but out of 10 Door Dash deliveries they got 2 correct and I'm not asking for much. CF needs to appreciate and value the Door Dash and curbside customers. Just because the customer isn't in your face doesn't mean they don't matter. I've lightened up on ordering from them because of this issue as there are other restaurants that will get it right. When you call the 855 number (and I have) they couldn't care less hence their 1 star rating. It's enough to make me go elsewhere.

My name is Richard Goldberg and I was fired yesterday for something stupid I did and I feel like they should've suspended me for a week instead. I worked at the Thousand Oaks location. Last Friday night I spilled some parmesan cheese on the floor. Instead of throwing it away I put it in a laxen. One of my coworkers Regina Sibrian caught me and told one of the managers. Luckily we threw it away but it wasn't enough. General Manager Shannon Yeung fired me and Head Kitchen Manager Salvador Garcia was a witness. I want another chance to prove them wrong. Here is my email and phone number to contact me at. Here is the Cheecake Factory phone number I worked at. 805-371-9705

Thanks

Richard Goldberg
[protected]@sbcglobal.net
[protected]

Order number 0576b
Table 42 #party 2
Cierra L SvrCk: 20 21:09 05/23/19

Me and husband recently went to Cheesecake Factory for his birthday dinner and it was my first time and I was really excited to try it. My husband ordered spicy cashew chicken and I ordered fish and chips. Prior visiting I checked your online menu and in the dinner menu of fish and chips they had a lot of huge fleshy fish pieces and coleslaw but when I ordered fish and chips there were so few and were very small over cooked fish pieces without even coleslaw. I really wanted the coleslaw. It looked like a lunch platter for the amount you charged. I'm really disappointed with the food, it was my first time but the fish and chips were really bad and the quantity was very less as compared to shown on your online website and fish was over cooked hard small pieces. I even took the picture of the plate and saved the receipt. I'm highly disappointed with the food quality!

I attended my grandson Birthday party Saturday 18th, 2019(parks mall), Arlington Tx. Our family arrived at 7:35pm sign in we waited and waited and waited we saw all of these other large parties being seated whom arrived after us, so we checked with the host only to find out that the manager for some reason assumed we had left now mind we were located right in front of the hostess booth, no apologies none what so ever he was made aware of the situation that idiot act as though nothing was wrong, he still didn't acknowledge the situation continued doing what he was doing we still had to wait to be seated now mind you its 9:30pm by now some our guest left because of this, I drove from McKinney Tx and of course I stayed because Kelton is my grandson. we didn't get out of that place until after midnight I didn't get home until 1:45pm. I understand it was crowded but for him to act like that and then it took forever to get our food. Wow

We are writing about our experience with online ordering with your company. Our carryout order was ready for pickup and we arrived to find that we were forced to wait in line with people placing orders for cheesecakes. 45 minutes later, we were handed our cold food. We offered a suggestion to Management to consider having the two lines separate, and were told this is the set up and how it will stay. There were many other complaining customers for the same reason. We were given a gift for 50.00 as a birthday gift which was wasted due to inefficiency and poor order pick up planning. Selecting cheesecake, very popular cheesecake is a lengthy process, at every busy location. There should be no reason to combine hot food pick up orders with cheesecake orders. I hope you this seriously because it benefits your business and your customers! Sincerely, Dennis Richert

Hi my name is Quentin Salazar, I had lost my job today because of a another employee name Isaac Munoz. We have had trouble in the past and I thought we had worked all of those issues out. I guess I was wrong. It started when I was in the backhouse folding napkins when the managers ask me to go and help him out because he couldn't open the store. So I did what I was told. I had ask him a question and he went off on me. Issac, got in my face and said some nasty words to me and he pushed me. He layed his hands on me first but I should have known better but I pushed him back. Then Issac pushed me even more harder and I pushed him back harder! Then he went to a manager named Kalani and said something to them to make me loose my job. I have a family too. Who needs me to support them. They didn't fire him and I don't think it's fair he was the one who started the mess. I'm very upset and I ask you to investigate this matter. I shouldn't be the only one loosing my job. I was a Designate Trainer who love to train. I also trained Mr Munoz and he was hostile to me then but yet I'm the one who loose my job . I don't believe this is fair.

Hello. I ordered a red velvet cheesecake for my daughter's birthday more than 24 hours in advance, and I went to your Braintree, MA location today (April 7) to pick it up. When I got there (before noon), the woman (Tharayinha C) took my credit card and charged me for the cake that she had a slip on file for ($33.90). She then sent another woman to retrieve the cake. 20 minutes I waited. The second woman returned to say that she could not find the cake. The first woman went herself to look as well, and when she could not find it, she said that I could choose another cake and offered me a few options. I did not want another cake, but since I had already paid, and needed a birthday cake, I asked for the white chocolate raspberry. 10 minutes go by and they can't find this one either! Eventually, the second woman found it. I asked for a piece of the red velvet cake out of the glass so that my daughter could at least have a piece of the red velvet we ordered. I was charged $9 plus change for this piece. I wanted to ask for a manager, but at this point there were literally 6-8 people behind me in line waiting as both women had been gone from the counter in search of my order. Both women were completely pleasant, and they were obviously trying to help me, but this is not the kind of customer service I expect from the Cheesecake Factory. I wasted close to 2 hours out of my day to drive back and forth to your Braintree location only to arrive home with a cake I honestly don't want. I would like to request a refund, at a minimum for the $9 sole piece of red velvet, and frankly, for the full amount (33.90) of the unwanted subsitute cake. If you need to contact me, I can be reached by email at [protected]@yahoo.com. Thank you for listening. - Anne Hyland

I recently purchased two slices of cheesecake form the downtown Chicago location. I am a loyal customer as I have been coming to this specific location for over 10 years. Over the years I have noticed the changing in menu prices and items which I have never complained about. However, I do know know if the cheesecake slice portion sizes have been significantly decreased or not, but the slice of cheesecake I purchased for almost $10 is utterly ridiculous. The slice of the cheese was was smaller than my hand. Now I know for a fact that the slices are usually a significant portioned amount., but these slices were extremely small. Smaller than a slice from a frozen pie from a grocery store. I am highly disappointed, as I bought two slices for my birthday this past Saturday. The Cheesecake Factory use to be my favorite restaurant, now with the exclusion go Chris' outrageous chocolate cheese cake, as well as this child bite sized portion for damn near $10I am highly disappointed in the service and product. Something needs to be done. This was a horrible birthday slice of cake.

Please know that my husband and I are big fans of Cheesecake Factory, usually the service is extraordinary! However, our experience today was not so. Our waitress (she never introduced herself so I have no name) could never be found. Our waters were refilled once in the >hour we were there and she wasn't even the one to refill them. It took her approx 25 minutes to inform my husband that his order couldn't be done to his specifications, so he ordered something else which increased our time sitting at our table with empty water glasses and empty bread basket. When she finally brought our bill, she had charged us for the meal we had cancelled. And that change took her another 15 minutes to correct. We did order dessert, because, well that's one of the highlights to Cheesecake Factory, but sadly we couldn't enjoy it because we had nothing to wash it down with. We understand that things get busy but she made us feel like an afterthought. This incident probably won't keep us from eating at Cheesecake Factory in the future but I would encourage training in customer service/service excellence annually for all staff.

I dined at the Boston Prudential Center Cheesecake Factory location off of Huntington Ave (MA, 02115) on Monday April 15th at approximately 8 pm. I ordered the chicken avocado salad with no additions or changes to the entree, and a slice of Oreo cheesecake to take to a friend. The very next day my stomach felt uneasy and for the last 36 hours I've had severe diarrhea and stomach pain that's debilitated me and kept me from doing daily things like classes, homework, activities, etc. After telling my doctor that I had eaten out at the Cheesecake factory approx. 6-12 hours prior to feeling sick, she informed me that it was most likely food poisoning from my dinner that was causing my illness. I am a college student and this has negatively affected my exam preparation and paper deadlines. The service during my time at the Cheesecake factory was amazing, our waitress was very kind and accommodating. Since I paid with a gift card, I wish to be refunded the amount that was spent (the entire gift card was spent, my total was around thirty dollars) with a new gift card or something equivalent. I appreciate your time in reading this and hope to hear back soon. Thank you.

The picture I have included was from the night I ate of my salad. It's a picture I posted to social media, the location is tagged and the date is "3d" as in 3 days ago.

Refund request:

My wife and I picked up Lasagna from Cheesecake factory Buford, GA and noticed Plastic in both of our portions.

Please see photos of plastic found in our lasgna orders from a pickup at following location:
Mall of Georgia
3333 Buford Drive
Buford, GA 30519

770-831-4710

I notified manager; however, have not seen gift card for this which took place 1-2 weeks back.

Checking to ensure this was submitted to corporate for a refund. We used Gift Card on a pickup order.

Kind Regards,
Steven

On 03/16/2019 my family and I went to have dinner at the Ridge Hill, Yonkers location. We were a party of 5, and told the wait would be 50 minutes. We arrived at 5:10pm and made the decision to wait. At 6:00pm, we asked how much longer it would be and were told by the hostess we were next. During the time we were waiting we observed on several occasions the the waiting area get full to over capacity and then empty out, as other customers were seated. We were still waiting to be seated at 6:15pm, and observed a party of 4 and a party of 7 who walked in and were seated immediately. I approached another hostess and asked her when we would be seated. She informed me we were next. At this point I was upset and asked why the party of 4 and 7 were seated immediately. She proceeded to inform me in a very rude and condescending tone, that you cannot fit 5 people at a table for 4 and that there was no party of 7 seated. My family and I heard the customers say 7, the hostess say 7, to the employee seating them, and we saw the party of 7 walk by us. We waited patiently, as more time passed by. I decided to speak to the manager who was standing next to the rude hostess. I told him the hostess was very rude and if she worked in the service industry that she should be trained in being professional and courteous. The waitress, pointing her finger at me, said very rudely, she addressed me the way she did because of my tone. I informed her, of course I am upset, as I have waited 1 hour and 15 minutes and seeing others being seated as soon as they walk in. The manger proceeded to step in front of the hostess and informed me to speak directly to him and not to her. His exact words were "I am the manger, speak directly to me". I continued speaking, addressing both of them, as they were next to each other, and he said the same phrase several times (maybe to reinforce to himself, that he is actually the manager?) I guess I should have been looking directly at him, instead of at both of them. The hostess must have thought the situation very amusing, as she started laughing. I told the manager, I did not think this was a laughing matter, and he told me he can't control what his employee does. I was confounded, and told him that, as a manager he should be able to control his employee who should be trained in how to treat customers. He then left the area saying he would see what was available. He disappeared for about 15 minutes. I observed him walking around, disappeared, reappeared and then went to the men's restroom. He left the restroom, walked around some more, walked in my direction, and walked right by me to the hostess counter with no acknowledgment. At this time my family informed me they did not want to eat at the restaurant any longer. I approached him and told him we were leaving. Total time wasted was 1 and 1/2 hours. Rather than being apologetic, he appeared to be very relieved.in reading reviews regarding this location, there is a constant theme of managers, waiters and hostesses being very rude. I understand that this is a high customer volume restaurant; however, that is no excuse for the disrespect exhibited by the employees. I work for a worldwide corporation and this type of behavior would not be tolerated. We pride ourselves on an excellent customer experience and hire employees with that expectation and will not accept less. Across from your location there is another restaurant that is also very busy, with long waits; however, unlike your restaurant they value their customers. The managers walk the restaurant, addressing all customers, apologizing to those who are waiting, approaching those who are seated and ensuring that everything is up to their expectations. All the employees from hostess, to servers, to the employees who bus the tables are always smiling and very polite. Other servers who are not assigned your table, will also stop at your table to say hi and if there is anything else needed. On our second visit there, which was about 3 weeks later, we had the same waitress who actually remembered us and what we ate as appetizers. WOW, totally amazing. Maybe, you should send your employees there to observe what is a true customer experience! So sad, regarding this particular location, as I have eaten at other Cheesecake locations, in California, Ohio, and NY, and had excellent experiences. Unfortunately, if this is someone's 1st time to a Cheesecake Factory, their experience will be based on this location, not knowing that other locations are not like this one. If I could rate this location it would be a numerical value of zero, with poor across the board.

Me and my boyfriend place our order at the cheese cake factory and both orders came out wrong far as overcooked so they took the orders back and brought back food that was not hot so they took one meal off the bill but not both meals off since they couldn't get the orders right so we took what they gave us and took it home to eat and while I was eating I found a piece of plastic in my mash potatoes with all this said I would like a full refund back please, any questions please call [protected] or [protected]. Thank you. (billed total 39.31)

I was given a glass of wine that contained pieces of broken glass. I have attached a photo of the pieces of glass that I consumed while drinking from the wine glass. I extracted 2 chard's of glass from my mouth, I cannot be sure that I didnt inadvertently swallow some glass as I am incredulous that such a horrific thing can be allowed to happen, to consume glass while out for a family meal with my 2 children and my husband. We are currently on holiday from Ireland and my son had been so excited to visit the Cheesecake Factory. The manager dealing with the issue was totally inept and offered my a replacement glass of wine, as you can understand I assured her that a replacement glass of wine was not the issue. She immediately took possession of the offending pieces of glass even when I suggested I may need to retain them as I could not believe this could happen. She was dismissive and rude and actually said " what would you like me to do ‘ I found this incident absolutely traumatising and the managers need to obtain the glass pieces seemed to be her one and only issue. I left feeling worthless and violated, I will be making a complaint to the health department, please see attached photo which my daughter took while in the Cheesecake Factory.

Regards
Lisa kennedy
[protected]@gmail.com

To whom it may concern, I was in your cheese Cake factory in McLean Virginia on Saturday Night 1/26/19 at 9pm. We got sitted Waiter came over ask up what we was drinking got us water. Said he take our drink order when he come back. Never came back and ask us. We waited 30min. Ask where our bread was. People came in after us he waited on them got them bread. took there order. He took our order never wrote anything down. Standing at computer keep looking. I said he don't remember what somebody order. He comes over and say. To one of guess at table what you order. There was special request at table. No one got stuff they really need. Someone order a salad with no croutons so many croutons in it. Chicken was so cold. 2 people sausages were burned in there meal. I order 2go meal and ask not to put that in until 'll ready to leave. That was put in. same time our meal was order. Manager tells me that and she had bag it her self and had it on shelf. I ask her how she was going to accommodate us from the service we had she says let's talk about that after you get your food. Waiter was talking about us to other waiter and people in restaurant. I felt like all we went through our meal should of been free. I had to keep talking to manager until she wanted to only give 4 cheese cake to us and it was 6people at table. I told her I still wasn't satisfy. I told her I still felt as though we should have been accommodated with free food from the service we received. Next thing she only wants to give me 50% off to meal to hold meal I was so upset I just told her to bring the bill and I paid everybody's 50% off the bill I've never experienced anything like this in Cheesecake Factory before and I go The Cheesecake Factory all the time. I was in McLean Virginia for a church conference this weekend and a few of the people I was with in the conference said they had the worst experiences at Cheesecake this weekend in McLean Virginia. I'm still thinking I should have been accommodated better my name is Nadine Bradley my address is 25 Pennington Avenue Morton PA 19070 phone number [protected]. I've never experience anything like this before and I was not looking for him to lose his job just to do his job thank you very much hope to hear from you soon