The Cheesecake Factory
Reviews and Complaints

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.

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.

Our last of many visits on February 27, to the Lake Grove restaurant again was another disappointment. Ordered for the second time the medallions of beef off of the light menu, and this time, the mashed potatoes(hardly there) were on the bottom, with gravy melted into them, not how it was the first time I ordered this dish, When I told the waitress, out came two people explaining to me that's the way the dish always was served. I explained that wasn't how I recieved it last time. After back and forth discussion, they did say no problem, and said they,ll put them on the side. Then I cut into my meat, which I asked for with no pink, it was pink. They did say they would re-do the meat, and I then recieved charred, dryed out meat. So disgusted, I just chocked It down. This has been just another disappointing dinner there. The food is usually good, but never served hot enough. Same issue with a Shrimp dish I had there a few weeks ago. Would appreciate your feedback on these disappointing experiances- Sincerely

sincerely Rose Uvari

[protected]@verizon.net

We are avid customers, for years, of this establishment without any complaints of food or service. Christmas of 2022, we purchased a few hundred dollar gift certificates . We were pleasantly surprised to receive free additional $15 gifts certificates for every $50 spent. Needless to say , as senior elders, we didn't know or MADE AWARE OF, stipulations involved... Would of been nice to have been informed before purchase that it had an expiration date. We submitted $90 of $15 gift cards to be advised that the expiration date had passed 2 days before we dined there. Not cool. Small fine print and not being informed by staff that there ws an expiration date. Very disappointed.

If this promotion is done again, inform employees to inform the purchasers of this , very small expiration date. Disappointed.

Vivian Tortomas

22 Foxrun Court, Mt. Sinai, NY 11766\

[protected]@yahoo.com

I had taken out an order last week. It was the smokehouse burger with fries.

Unfortunately they forgot to include the fries. It was purchased at the Menlo Park Mall NJ restaurant. I had learned of it when I got home in Staten Island, NY. I was not going to pay an approx $20 toll again to go over the Outerbridge Crossing to go back into NJ and drive $20 miles roundtrip to retrieve the fries.

I can be reached at [protected]

After waiting a hour for my dinner today March 3 2023, the food was cold. Let's not discus my chicken tacos had three cubes of chicken and a strip of lettuce. The burger was not done. Clearly not worth $80.

Not sure who is in the kitchen, but not acceptable to allow that to go out of the kitchen.

Time: Approximately 6:30 pm

I had to call the location twice because the young lady kept me on hold and never came back. I called back and spoke with Nick who apologized. However, nothing was done from the location.

Maybe cheesecake factory should stick with desserts only.

I was one of the first customer at the Marina del Rey, Ca. Cheesecake Factory and also a stockholder, and I live around the corner from this location in Marina del Rey. I paid $20 for the Chinese Chicken Salad (my husband picked it up) and there was a ton of lettuce and I had to dig for the chicken as there was so little chicken that it got buried, and I had to add my own mandarin oranges. You used to be my favorite restaurant, but now I feel that I didn't get value received, after going to this location and taking friends there for more than 10 years.

I called the manager and spoke to Ryan, and I told him I know that food prices went up, but I feel that I got ripped off. Also, they were out of brown bread, and the white bread rolls were stale. When I told Ryan the problem and my feelings, he was silent. Finally, I said, what are you going to do for me to save a customer. His reply, "everything is portion control, and I said,"so is the money in my wallet."After much deliberation, he said,"I can replace your order with soup and bread." I asked him to have it delivered to my house, which is just around the corner, and he told me to call door dash. It was pouring rain (2 days ago) and my husband said he wasn't going out again, and today is 2-26-23, and even though Ryan said he'd have it ready for me to pick it up, and refused to call door dash, I still don't have the soup and haven't been back to pick it up. Cheesecake Factory shouldn't expect me to go out in the heavy rain and be inconvenienced.

For more than 10 years, every year I've brought 12 students from France to this location, but due to the way this was handled I now have reservations. I feel you need to either adjust your portions or your prices, as there are many restaurants around this area, who give good value.

Sincerely,
Barbara Lee Walker 21 Via Marina Ct. #1, Marina del Rey, CA. 90292

Hi, I'd like to report the terrible service my family received at the Cheesecake Factory 520 N. Orlando Ave. #110, Winter Park FLA. We drove there from Sanford, approximately 23 miles, 42 minutes. We visited the restaurant on December 10, to celebrate my nephew Andrew's birthday. It was both of our birthday, but he was given the choice of where he wanted to go. He chose CC Factory. Nine of our party of 10 place their order. I placed my order approximately 5 minutes after all of them. Everyone received their food but me naturally. When my mother and one of my sisters received their food, it was cold, not even room temperature. The waitress who was fabulous, Ms. Antoinette A. contacted the manager. He took my mom and sister's plate and promised to bring them a completely new meal. The three of us waited patiently for well over 2 hours on our food. While I waited, our lovely waitress gave me a complimentary strawberry lemonade and a salad so I could eat with the rest of my family. I finally receive my food at the approximate 2.5 hour. The food I received was far less than the slim meal I ordered. I simply put it in a carry out container because I was a disappointed in the wait for the food and the small amount of food I received. We waited for 3 hours for my mom and sister to receive their food. They never received one morsel of food while everybody at our table was eating, and all of the people at all of the other tables around us were eating. During our 3 hours wait, our wonderful waitress continued to check on us, apologize, and check the kitchen for our food. Not once did the manager return to our table to see if we'd received the food or to see if we were pleased with the food! Our waitress continued to apologize for the delay, and for her manager, and on the behalf of the restaurant! I continued to encourage her and let her know it was ok on her behalf, but shameful on behalf of the manager! Our waitress worked past her shift just to insure we were well taken care of and received our food! The waitress informed us that the manager or chef never put the replacement orders in. My mother is 86 years old. Three hours was far too long for her to sit in that seat and watch everybody everywhere eating while she had nothing to eat but the original dinner bread we all shared! After waiting 3 hours for their food, we decided we would simply leave. The waitress retrieved the manager and informed him that my mother and sister never received their food. He apologized and informed us that he would remove the charges. We were in disbelief. I asked him if he would give us a few coupons. He stated they don't have coupons. Sorry about the mishap. He never offered anything to show his regret for the bad experience. Most managers would have offered me a complimentary meal for me having waited 2.5 hrs for my food, and my mother, and sister a complimentary meal for having waited 3 hours and never received any food! My sister asked for a piece of cheesecake for she and my mom. At the time we didn't think to request a gift card because we were so disappointed. I actually had a gift card in my purse that I purchased. I forgot to use it because of the situation. We eat at CC Factory often and was quite surprised and disappointed that the service we received from the manager and the chefs/cooks! Though that was a terrible way to treat us, we will continue to patronize your restaurant because we love the food, but they need to do better! That was a terrible way to treat your customers. Our waitress Ms. Antoinette had a beautiful spirit. I apologized to her for us having taken up so much of her time when there should have been new customers whereas she could have received the opportunity to receive more tips. She in turn encouraged us that it was ok, not to worry about it. She only wanted to see we were treated well before she signed off work. So, thank you to her!

On December 12 2022 I treated a girlfriend to lunch for her birthday at out favorite Cheesecake Factory at 8030 Renaissance Pkwy 950, Durham, NC to celebrate.

Unfortunately, my lunch salad only contained about 5 “tiny” cubes of chicken and a few very small pieces of avocado. I was still very hungry after eating it. I expected it to be nourishing and enough. It was not.

I didn’t want to complain and ruin my friend’s day in any way so that’s why I’m writing to you now in hopes that you make this right and restore my faith in your restaurant.

On Friday, November 25th, my daughter, granddaughter and me went to Cheesecake Factory in Princeton NJ area. We have ordered chicken salad sandwich. The bread was stale, bread was broken and corners were not cut as previous visits, Also, lettuce was rotten and portion of chicken salad small, server was okay and guess we were not happy, My daughter had to go to front of store as I couldn’t get Wi-Fi in back of restaurant, thank you for checking on this

Marilee,

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We visited CKF in Chestnut Hill, MA today and the Orange Chicken consisted of tiny, overcooked, low-qualirt, shriveled pieces of chicken. We have ordered this for twenty years and this entree normally consists of large delicious chunks of chicken. The waiter agreed and sent back the entree doe a redo. That’s when the trouble began.

A “manager” visited my table and sarcastically said she was glad to redo the entree and the the redo would come out “exactly the same.” The waiter came out again and apologized, saying the “manager” was new, but she claimed she was a five year KF veteran. The waiter spoke to the kitched staff to ensure the redo was up to Factory stnards, and said it would be out shortly. Fiftenn minutes later, there was no food, so we left the restaurant.