The Cheesecake Factory
Reviews and Complaints

My wife, mother in-law, my son and I dined at your Rancho Mirage location to celebrate my wife's birthday. We eat at that location frequently and have always enjoyed great service. Lindsay, our server was great! She was knowledgeable and courteous and our food was perfect. Our complete dining experience was perfect. When we received our bill, my mother in law insisted on paying the bill and began counting her money at the table. She has had a stroke a few years ago so my wife had to help her count it. They put the cash for the bill and a generous tip in the billfold. I added to the tip because Lindsay did such a great job. After we put the money in the billfold on the table we started to leave. I ran ahead to my car so I could pull the it close by so my mother in law wouldn't have to walk far. As my family left the building, Lindsay stopped them outside and claimed we didn't pay. They assured her we put the cash in the billfold. My wife went back inside to speak to the manager. Jamie. She was not courteous and said she couldn't make us stay if we said we paid but she wanted to look at the video surveillance tape. Her demeanor was acusitory. My wife said she would be happy to stay and wait to see who took the cash from our table. Jamie said it would take a while so my wife left. We went home and called the restaurant and spoke to Jamie who then said she watched the tape and said someone from our party wearing a grey t-shirt and a hat went back to the table and took the money. Nobody from our group matched that description. When I told Jamie nobody in our party were wearing t-shirts or hats she still said it was definitely someone from our party. Obviously the footage didn't show our table or they would have seen what the people in our group look like. What is most upsetting is there is a possibility the Lindsay may not receive her tip fir her fine work. I am very upset with Jamie. My wife is furious and vows to never eat there again. I will share our unfortunate story with anyone who mentions cheesecake factory. I am not a yelp reviewer but I am considering posting this letter. This is not the way your management should treat your customers. We are humiliated and appalled. Thanks to your inept manager, you have lost 4 very loyal customers.

I was a customer at your Houston Galleria location. I am an associate of the Galleria mall and I only go out once a month with Co workers to have get together. We decided after much consideration of the entire malls choices to go to Cheesecake Factory. Once arriving this location was filthy and the tableware still had food on them. Despite this we still gave this location a chance. The food order took over 40 minutes to arrive to the table. By then our lunch was practically over with 10 minutes remaining. My co worker had to leave to go back to work so upon leaving her card with my I decided to not tip on her receipt but on mines. I wanted to put the full tip on mines but before I could the server Daniel M was rushing me to leave and had our orders wrong. He came back to the table with my co workers card and receipt and stated "The tip wasn't included but thanks anyways" and walks off with an attitude. After all of this including the infestations of Nats arriving to the table when some of the food was out I still walked away without making a scene. I immediately called the store and asked for a manager. After a 15 minute hold I asked David, what's your corporate email to make a complaint. Without trying to ask what's wrong or what happened or even if he could assist with anything he just gave me the email and that was all. This location is horrible in both cleanliness and customer service. I will never be going to this location or possible company again. I work hard for my money and it was wasted on below par service.

I would like to express the dissatisfaction I had while dining at your Cheesecake location in Arlington, VA. My friend and I were seated promptly around 5:00 p. m. And our waiter (Justin R) did not greet us for 10 minutes. Once, he did my friend and I gave him our order. We ordered 2 water's which we waited another 5 minutes for. Then when water was delivered, we received no bread. We had to hunt down our server and ask for bread. My friend had Jamaican Black Pepper Chicken and Shrimp while I had Mac & Cheeseburger with a garden salad. 45 minutes later still no food, the server did not check on us unless I asked for a refill which was twice. After waiting patiently, we asked our waiter for our food. We were seated in the bar area, where there is a long booth and then seats on the other side. Everyone had food except us and were eating. Even those seated after us. Our server said the "kitchen was backed up" (classic waiter lie) plus, no apology was ever given. I told Justin I wanted to speak to the manager. After about 5 minutes the manager (Greg or Craig) came and apologized. About 10 minutes (6:00 pm) later magically our food arrived. And it was wrong, go figure. I order a burger with a salad, not fries. So, I asked the manager to provide me an itemized ticket to see if the kitchen was "backed up". Clearly, the waiter dropped the ball and did not put our food in until 5:46 PM. 45 minutes after being seated. The manager offered free cheesecake and paid for our meal. I appreciate the manager's professionalism in handling this matter but, I do not appreciate my time being wasted, my order wrong and being ignored by the waiter (Justin R), and on top, if it all I still never got my salad. As a faithful patron this is unacceptable and really makes me wonder if my dollars are even worth dining at Cheesecake. I would like to know what can you all offer as a part of this horrible experience. I look forward to hearing from you.

Hello
I am a regular customer at Cheesecake Factory and enjoy the food there.However, this Saturday me and husband visited Cheesecake Factory at Bellevue square, Bellevue, Washington.
We waited for half an hour to get a table and dint mind the wait. When we got the check we handed over our gold credit card to the server. When she got the receipt to sign, our credit card was missing.
There wasn't anything done about this situation. The manager and the server just apologized and dint take this seriously. I'm really put off with the experience. The following day there was no phone call, no follow up about our card. The restaurant server was responsible for loosing our card.
As a loyal customer I think a chain like Cheesecake Factory should value its customers and make sure they provide great service always and such negligence is not acceptable. The manager did not take any action, and no compensation at all.
I look forward to getting a detailed response and compensation for ruining our weekend outing.

Date of incident 3/2/18 12:55 PM Auth:958295, TC - E78207c93b098afb

My Wife and I had lunch at your Lenox mall location in GA. I ordered the Jamaican Chicken and Shrimp entree. When I received my order I was very unsatisfied with the portion size I received vs the price... there were literally 2 shrimp in the entire order and barely any chicken on my plate for 19.95. My Waitress Mirtha advised me she agreed and would return to the kitchen and come with more chicken/shrimp. Instead of her returning with what she promised because I was not satisfied, your Mgr Kristen Rogers comes to my table. I explained to Kristen my dissatisfaction and what I was expecting for my money and ask her this must be a lunch portion, not the entree.
Kristen advised me that my order was actually correct and they weight the portion sizes in the back and they were not going to do anything for me after I asked her. If I have order several dishes from Cheesecake factory over the years and never have had such a small order. however what makes matter worst is how I was treated. Kristen literary laughed in my wife face as well as mine when we started to question why did the Mirtha G (your waitress) agree to go to the kitchen to resolve the issues. I ask her for your corporate contact email to send my feedback.. Kristen laughed again and said he get the emails and my feedback would not go anywhere. She is correct because this is my 2nd email, my 1st email was sent to https://www.thecheesecakefactory.com/connect/ and at the bottom of this form it ask for store location, and I assume the emails are sent to that location rather than Corp.
There are too many restaurants and competition in Atlanta Ga that I would ever spend my money with a company who allows there Mgt staff to treat customers like this... feedback... just ask the customer is there anything else that you would like to replace your order since you were not satisfied.

The phone number provided as the Complaint Line is NOT The Cheesecake Factory but for one of their vendors who cannot help or has time to listen to complaints or comments regarding locations. They do not pass them on to The Cheesecake Factory.

Posting this number is a disservice to both the Vendor & the Customer.

This is a request to remove this number at your earliest convenience.

Hello,
I ordered a Stuffed Cheddar Burger at the Westfield Brandon Location. 781 Brandon Town Center Mall. Brandon Florida 33511. when it arrived at the table late. It was very raw. When I questioned the waitress Amber she told me and the burger is made that way because of the cheese. I asked for the manager. with 30 years experience in food Process meat is not suppose to be served raw. That did not make as upset but what did was when the manager arrived he never apologized and stated that since I knew how it should be cooked that I should understand and give them the opportunity to make another one. I told him I did not want another burger made. Partly because the 2 I was with had already finished there meals at this point. That should give you an ideal of the time frame it took him to get to the table. I was just very upset inside at this point with no apology offered and only an offer of a free slice of cheese cake which I declined. Then he said he would take the burger off my ticket. Now this is really crazy that he would offer me a slice of cheesecake worth more than my drink and still charge me $3.48 for my drink which I hardly touched. One satisfied customer might tell one or 2 people how good there experience was but a unhappy customer will tell at least 5 to 10 how dissatisfied they are. I am very dissatisfied. First just at the way the situation was handled I felt like the manager could just brush me off like a stupid person. And really bad is to not educate the people taking orders and serving food something as simple as " Raw processed Meat Kills ". I have worked in the food industry all of my life and now do internal audits concerning food safety and sanitation. I manage a vast territory dealing with these issues daily. If the Management Practices do not change at this location you will find someone getting very sick one day.

Thanks for your time.

Theodore Hicks
[protected]

I applied for a second job here because I am having a hard time keeping up on my mortgage and bills. They told me I had a job and told me I would receive a email by five. I didn't receive the email so I called the following morning. The lady said that it was an automated system and that she would have it resent. The next day I went to the orientation that they told me to go to. The lady said that she didn't have my disclosure but she would be sure to give me a call and straighten this all out. I never received a call from her I spent my time and money on my food handlers permit, and I lost a day of work at my full time job when I am already financially struggling. Nice

Good evening to whom it may concern.
I have Been a customer of Cheese cake factory for years. I have held many bday party and dinners at your place. But what I experienced tonight made me totally change my mind about your resturant and your food.
Iam very disappointed.
1-we order spinach dip. After taking 2 bites. We found a plastic thing. You know when you buy bread and they close it with a little plastic square thing that has a Date on it, well that was what we found in her mouth. And I told our waiters, who was a young nice girl
And right away I saw a guy that looked like a manager. Which he was. His name was Brian Larsen
And he came and said sorry. And he was nice enough to say dinner was on the resturant. He asked if we wanted to have the same dish reordered. I said no thank you.
After 30 min. The waiter came took for the dinner order. While waiting for our food, another waiter came with the appetizer dish that we didn't had ordered so we send it back. Which we had already told the manager we don't want it.
Food came about 40 min later after we had ordered.
Which was another disaster.
The filet mignon was perfect but my shrimp scampi was another disappointment. The shrimp had a bad smell. So I didn't even touch it. So I just gave up on dinner and we ordered coffee and desert for us. I told Alex The new waiter that my food was bad but it is what it is. We didn't wanted to be sunrises with another bad dish.
The manger cane right away with a bad attitude. And said. Well you have to pay for the wine. But we will cover the dinner. Like he was making us a favor!
I did pay for the wine.
But he is the worse resturant manager I have ever seen. I have managed many resturant in Europe but never seen anyone as careless and ignorant as him.
One other thing. The bathroom walkway to the stairs. Was sooo wet. That I most fell. Honesty your management is sooo poor. The company is truly setting themselves up for a huge law suit.
I could careless about that and how you run your resturant. It is your issue.

But is messed up that We have to pay for our drinks.
Not to mention that I Got sick when We came home.
We are sooo unhappy with the services.
Actually Iam speechless with the way that Brian guy handled the whole thing as a manager.

I need my money and the fee I spend at the emergency to be refunded
This is ridiculous.

Thank you.
[removed]

I drove all the way from San Francisco to sacramento to have brunch with my sister n friends. We were the first ones there guy took our order n brought my order half burnt n not what I all ask for... the manager told me it wasn't burnt n my order had lots of MUSHROOMS n it... so she's calling me a lier n my face... they replace my order wit raw food I just told her I'm done I don't want it any more.. very disappointed on my food n service.. don't like to argue with people I drove to far to get bad food...

We order on a regular basis from the Cheesecake Factory
located in City Place, West Palm Beach. Most times we place the same order over and over. We have never complained about the stale noodles on the Chinese Chicken Salad or the forgotten bread or left hanging on hold to have to call back.

But on 2/1/18 when they served Balsamic dressing on a Chinese Chicken Salad and the bread was dried out that caused us to make a call and ask to speak to a manager.

I think it was Megan that answered the phone and acted surprised that I wanted to speak to a manager. I have attached a picture of how long I was on hold. Over 20 minutes. I called back and asked the managers names and was given Alex and Alicia.

This whole experience was badly handled.

Cheesecake factory Stoneridge Mall (Pleasanton California) Location, I was served a *Metal Washer* in my Caesar Salad...

After biting down on what I thought was a hard crouton, I couldn't believe my eyes, Metal Washer in my Salad, what The Hey! Really... OMG, I'm still trying to rap my head around the event of this simple dinner, gone extremely wrong...

I'm still stunned! It's emotionally disturbing thinking about how could something like this happen?

The physical pain inflect, is compounded by shock of the entire situation!

Needless to say, Quality Assurance should be more of a priority and no quest should ever be exposed to this kind dangerous conditions

Not Good!

Cheesecake factory

I'm very disappointed with the cheesecake factory at Riverside Mall in New Jersey! I purchased two ordereds of salmon picata! I asked first if they make it, due to some cheesecake factories not making it. I was told yes! So when I got home which is 45 miles away! Opened up both orders and was given grilled salmon overcooked, with some sauce thrown on it. Which costed over 40.00 for both orders together. Nevertheless I couldn't drive back to return it. I'm very disappointed.

I ordered a kids mini corn dog for my son for dinner. While we was eating I noticed him spitting out his food. When I looked at his plate their was a staple in the breading of the corn dog. This was at the Westbury, NY location. This was a very scary experience for not only me but my 3 year old son as well. I am very furious about this situation. I never thought this would happen to my son especially at the cheesecake factory.

I visit your location on 1/13/18. My service was poor, and my food wrong. I was sitting in the bar area. I asked to speak to a manager. The server rolled her eyes, and said, "Ok". A man came to the table with such a stuck up attitude. He didn't do anything except just stair at me, and knod his head. Then he said he would be back. No apology... he never came back. I did see him walk around and talk to other people. Never came back to my table. He seemed more interested in talking to staff members, then helping me.

December 29, 2017 my family and I drove a little more than a hour to eat at Cheesecake Factory in Knoxville, TN at West Town Mall. I ordered a Shrimp bacon club our waitress left and another waitress arrived and said it was shift change. The new waitress came by and asked if I was ready to order. I explained what I wanted and she said we can not make that sandwich any more. It was against policy. I asked to speak to the manager, she came by and said exactly the same thing. (Against policy). I questioned if the still had Shrimp, bacon, tomato, lettuce and mayo in the kitchen and said yes! So what's the issue. They could have brought the makings of the sandwich and I would have assembled it at the table. This was very disappointing! This was the reason for the special trip to Knoxville! Please explain this new policy. Very disappointed that the effort was not made to make me (the customer) happy.
Awaiting your response,
Staci Dickenson

I ordered food. My phone call started at 6:03 pm. 1.5 hours later and our food was finally read in the curbside pick up. My husband went to get it in a other cuty because I've been having focal seizures. He was so upset, I told him to turn around and speak to a manager. From an 83.00 bill we got a whopping half off and he has a 20 minute drive home. Applebee's would have been s better option or even McDonalds. My son gets to heat up French fries. I'm now on hold going on 10 minutes to talk to the manager. How is this possibly even acceptable? Get it together! I'd like to talk to the District and or Regional Manager over Utah. I'm a Director if a company and I've eitked in retail in my younger days. I get it. It gets busy but our food is going to taste like crap. That's the best you can do? Seriously?

This letter is to ask for a reprimand and retraining of one of your servers, known to me as Kayla. It is not to be seen as a cause for firing or as a request for a gift certificate.

On October 3, 2017 my husband and I took our friends from London to the Cheesecake Factory in Southlake. After being seated, we were asked by Kayla if we would like appetizers, such as calamari. We declined, but ordered cocktails. A few minutes later my daughter and 7-year-old granddaughter joined us. When Kayla took my daughter Anne's drink order, Anne asked Kayla for bread. Kayla replied that she would bring some, but that we had told her we didn't want any. That was not true, but perhaps an honest mistake.

When our dinner orders were served, our friend Mike's order did not arrive. After 5-7 minutes, we were able to locate Kayla and ask her about it. She came back with it a few minutes later and told us that the runners had messed up the orders. That may be, but if she had checked back with us to make sure we had gotten our orders, she would have seen that Mike's order had not arrived. Also, even if it was the runner's fault, it was very unprofessional to put the blame on him to the customers.

Finally, my husband paid our portion of the bill for our family with a credit card, but our friends from London paid their bill, approximately $32 with two twenty dollar bills. Kayla did not ask if they wanted change, so we expected her to return at which time she would have been given her tip. But after waiting for quite some time, Kayla never returned. If this had been my bill and money, I would have gone to the front desk, but I did not want to interfere with how our friends from another country might want it handled. And, after talking about it later we found those friends did not want to mishandle something as guests in our country. So, we ended up leaving and Kayla took out her own 25% tip for very poor service and behavior.

As I said, I think Kayla should be told of this letter and our displeasure. And I think she should be given instruction on what level of customer service is expected of a server. She was not the representative employee I think Cheesecake Factory wants.

We went to the cheesecake factory with our uk relatives as a treat to them we had to wait for two hours to get a seats waiting outside
the waitress - jennifer took the order after 15 min tells us she has no vegetarian dishes that we ordered so we ordered sides to make up it the service was very slow we went in at 5.30 and came out hungry and angry at 7.30 (no loss to cheesecake factory at all )
we ordered another vegetarian side she knew and told again we are vegetarian she got us a chicken in our food ordered sent back waited to come back after 20 minutes
we asked for a manager who looked doing nothing but refused to come and see us as we were asians it was purely discrimination and colour bar not expected in USA
we were most disgusted most annoyed to be treated like this when we paid a bill over $120 not a small sum our visitors were most unhappy
the waitress jennifer and the manager should be sacked with immediate effect if the manager can not deal with a the problems being coward he should not do this job he cannot judged us on our colour of our skin colour bar most offensive behavior
we want the entire bill money plus the additional $50 for such a bad experience total of $170 as soon as possible (12/27/|2017)

We came now for dinner. The hostess sat us down and gave us our menus. We sat for 10mins without anyone asking us if we needed anything. Our waiter never came. They sat a Family next to us and within minutes the waiter that was to help us out came to their table to take their drink order. Not right. My husband got upset and got up to take to the manager and the mama her blew him off. Said that maybe the waiter forgot us or that he didn't want to take another waiters table. He was the one to help us out how would he take another waiter table. I was so upset, grabbed my son and told my husband to leave. We were not offered anything. Not another table or food to go. A gift card to make your customers happy and hope they return. Not professional at all. I would like to go back but don't see myself dinning there. It would be for take out or just for the cheesecake.