The Cheesecake Factory
Reviews and Complaints

As an expert in the category of dining experiences, I've delved into various customer reviews of the Cheesecake Factory. The overall sentiment seems to be a mix of positive and negative encounters. While some customers praise the exceptional service and heartwarming gestures of the staff, others express disappointment in the quality of food and pricing. It's evident that the Cheesecake Factory offers a diverse range of dishes, from delectable cheesecakes to savory entrees. However, inconsistencies in portion sizes, taste, and service levels have left some patrons dissatisfied. If you're seeking a dining adventure filled with surprises, the Cheesecake Factory might just offer that unique blend of experiences.

When I signed up for the Rewards club, they emailed me saying that I would get a free slice of cheesecake for my birthday. It's a very clear, unambiguous statement in their email to me. Then, when I logged into the rewards club on my laptop, the reward was gone. There is no phone number for customer service listen on Cheesecake Factory's website (they intentionally make it difficult to reach out to them), so I had to search for one on DuckDuckGo. Thankfully, ComplaintsBoard provided me with a phone number. The woman on the phone claimed I had to sign up for the rewards club at least 24 hours prior to my birthday, and even though they emailed me promising me a free slice of cheesecake for signing up, I would not receive one. I feel misled and like they wasted my time. 1-star experience.

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.

My family and I went to Cheesecake Restaurant on October 5, 2024 at about 4-5 pm. We ordered four dinners and we were very unsatisfied with the dinners and the manager, Christine or Christina. The food was very cold and the trimmings were missing and the potatoes were extremely not cooked and blended. We asked the manager over and all she did was gaslighted us and pretended to be concerned. She spoke with her waitress and she
seemed to reprimand her. The food was sent back but came back worse. I have been going to this restaurant for years and never had a problem. Instead of the manager sending all dinners back to be redone or give us a refund, she gave us dessert. We didn't want the dessert because we were still hungry. The managers attitude was what offended me the most. She said she recognized me from other visits and tried to use that acquaintance to keep me pacified. My name is Monserrate Spicer. email address is [protected]@aol.com. I also have the receipt.

I am writing to inform you about the poor quality of the food and the service that I received from the Perimeter Mall Cheesecake Factory on yesterday. I called in and placed a to go pick up order for two salads, BBQ Chicken Ranch and Chopped Salad. I came in and picked it up and paid and even tipped the young man at the front who was giving the order as he was very pleasant and helpful.

Upon returning to work, I noticed that the BBQ chicken Ranch salad had no chicken on it and chopped salad that my co-worker had a pinch of chicken. There was also one piece of bread in the bag.

So, I called back the Cheesecake factory to advise what had happened and they referred me to the manager whose name was Preston. I explained that my order had no chicken, and the other one was very little chicken and there was only one piece of bread. Preston then said that "He Obviously cannot send anyone out to give me any chicken so all he could do was credit a portion of the salad that had no chicken and as far as the bread was concerned there is only one piece given per order and if I wanted additional bread, I would have had to pay for it. I was a bit confused by this as I had eaten at this restaurant many times before and I see that they will bring you extra bread when they see your basket is low or you request it, so I mentioned that to him and he said that was only for dine in and preceded to use an example of Strawberry lemonade that there would only be one refill in store only. That had nothing to do with my order and his tone and mannerisms were not polite. I said to him that giving me credit would not resolve the issue of me not having any chicken on my salad that I had ordered. It was a huge inconvenience for me to drive back down to the Cheesecake Factory to pick up the chicken, but I did. I only received one container of chicken and then I said that it should be extra as well for the other salad that had a little bit and that I still wanted the bread. The server went back to get Preston at that point, and I showed him the pictures of the salad and he said"... Oh, it's just mixed in... Mixed in, I thought. I said please just advise me how much is the bread so I can pay for it since you mentioned that I had to pay for the extra, he told me not to bother and go. Unfortunately, I cannot recommend this restaurant to anyone due to the experience that I received and from a manager no less. It's like he was very bothered to offer a great experience that could have so easily been resolved by a simple apology and let me see how we can get this right. Again, having to drive down during my lunch twice due to my order being incorrect and then not receiving good service is not good at all. I was very disappointed in my experience at the Cheesecake Factory and will not be returning to this one because of this. I would have hoped for better. This has no bearing on the young gentleman at the front who was nothing but helpful but you can tell was very helpless as he did apologize, not even the manager did that. He only wanted to make me feel less than and like I had done something wrong.

Wife and I ate at location in Green Hills Nashville, Tn. on Saturday March 2, 2024. She had a Chicken Dinner that was all right, but I got the Fish Tacos for $19.99 plus tax, and they were terrible. I don't complain very often, but the fish was so small you could hardly see them, and the soft shell it came in was like trying to eat thru a sponge. We eat there at Green Hills location fairly often we drive from Russellville, Ky about 55 miles. I think that I should be refunded what I paid for my Fish Tacos as good relations on your part as a company. You can call me at [protected]. Robert Canfield

In June 2023 my husband and I had lunch at the Irvine CA Cheesecake Factory in the Irvine Spectrum. He ordered a salad and was told there were no nuts in it.

However, there was accidents a peanut dropped in it.

Almost immediately after he ate he run to the restroom vomitting. Then his throat began to close up. I rushed him to the hospital close by where they hooked him up quickly to IVs. We were there all afternoon and evening.

I called the restaurant and told them what happened. They apologized and owned the mistake. They told us a manager would call us.

He/she did not call.

I called back two days later and they apologized and said they would cover our lunch cost and send us a gift card.

They did not.

I called a third time and they said sorry and they would cover the meal and send us a gift card.

They did cover the cost of lunch.

But now 6 months later never a call from the manager nor any gift card.

We have not gone back since.

Dear Sir,

This past Tuesday or Wednesday, I had made an On Line reservation through your website for dinner on Saturday Nov.18 at the Cheesecake Factory in Old Orchard in Skokie, IL for a table for 6. The reason for a table is because of my wife is unable to sit in a booth. Once I placed the reservation I received confirmation that we were all set for Saturday night and for a table for 6.

I had received Emails on both Friday and Saturday to remind me of our reservation and for the table of 6.

When I went to the hostess desk I was told that the other 4 people in our party were already seated. I asked where they were and the hostess told me, I should walk around and see if I can find them. After twice around I could not find them and when I went back to the hostess desk I mentioned I could not find them and if they knew where they might be seated as I had requested a table for 6. I was told they never saw the note and could not accommodate us for a table of 6 due to it was a Saturday night. I mentioned at least 3 times that when I made the reservation it specified a Table for 6 and she again said she did not see the note, even though I got reminders 3 times about our reservation and table for 6.

The hostess told me during our conversation we would have to start all over and the whole party would have to come back to the hostess desk and it would be around 45 minutes to try to accommodate us. In meantime 4 people in our party who arrived early were already seated but not at a table as the information given on the reservation was never followed. Plus since my wife has a hard with walking and was seated near the elevator she wanted her also to take the long walk to the reservation desk.

In meantime, I mentioned if they read the notes on the reservation list and she again mentioned they did not see it. Even though, I attempted to show her the Email that specified the request, she did not want to see it. It seems like she did not care and they do not sit 6 at a table. She could not explain why the website could not let us know about the seating. If we knew that we would have made other accommodations.

My wife has a hard time walking as she uses a walker, and we were with friends from out of town and because of this we ended leaving and trying to find another place to have dinner.

We feel that this Cheesecake Restaurant does not meet the standards of Customer Service Friendly as your other restaurants do. They could not even try to apologize for their mistake. I can understand if you are busy with walk-ins you still have to accommodate the people who actually have reservations and read the instructions that were on the reservation form of the restaurant in which they were completely ignored.

Finally when walking through the restaurant I discovered something crawling on the floor. Photo is included and after seeing this crawling around we will not be back to this Cheesecake Restaurant again. We were completely dismayed by the events that took place.

I am unable to attach 2 photos of the object that was crawling on the floor

Edward Landesman

[protected]@YAHOO.COM

My husband and I had dinner at the Cheesecake Factory last night and tried to pay the bill using 2 gift cards. One had a balance on it and was accepted and the other was a $15.00 gift card that was declined. When we spoke to the manager, he said that the $15.00 gift card had an expiration date of February 2023 and he refused to honor it. FYI after having this pointed out to me, I could barely see it on the card. The manager said it was "Corporate Policy" to refuse expired cards. In the State of Nebraska Statute 69-1305.03 states expired gift cards are redeemable for 3 years after said date. See Attached:

According to Nebraska Revised Statute 69-1305.03, a gift certificate or gift card that does not have an expiration date and is not assessed any fees shall not be presumed to be abandoned. However, a gift certificate or gift card that contains an expiration date or requires any type of post-sale finance charge or fee which is unredeemed for a period of three years from the date of issuance shall be presumed abandoned1. The amount presumed abandoned is the face amount of the certificate or card itself, less the total amount of any applicable purchases and fees1.

Additionally, Nebraska law provides that gift cards cannot expire within five years from the date they were activated and generally limits inactivity fee on gift cards except in certain circumstances, such as if there has been no transaction for at least 12 months.

Service Recovery is common practice where I live. I would be very appreciative if you would send me a $15.00 Gift Card that I could redeem at my Cheesecake Factory. We are regular customers and even introduce our friends to this fine establishment.

Thank You for your consideration.

Barbara Keathley

17809 Z Circle

Omaha Nebraska 68135

I visited the Rancho Cucamonga location, on 7/28/23 around 6pm. I have been to this location numerous times, and typically dine at the Cheesecake Factory about 2 times a month. The experience started fairly well, as my wife and I were sat pretty quickly. We order cocktails, as we normally do, and began to view the menu for appetizer options. Of course, the complimentary bread was delayed, but that seems to be normal during the times we visit. We already had our meal selection in mind, so we were able to order with ease. We both ordered the same meal, Jamaican Pepper Shrimp. My wife substituted for all chicken, while I requested the combination of shrimp and chicken. Our dishes arrived completely different. Her dish was dry and lacked the sauce for her chicken, while my plate was buried in runny sauce. Also, I had no plantains on my plate. They suggested to get extra sauce for her, and cook up some chicken for my plate. I guess they expected us to wait, while our plates cooled, for the rest of the dish to arrive. After some delay, I explained my dish was cold and inquired about the replacement. More time went by, while my wife’s dish sat at the table. Finally, I asked for manager assistance, and the server became annoyed. More delay, then finally the replaced dish arrived. The manager arrived afterwards, asking how we like the meals. He seemed to act as if he was unaware of the problem. I explained the problem, and pointed out the table next to adjacent was seated after us, had received their food, and was paying the check, while we were barely receiving our meals. By this time, I had become agitated, as there seemed to be no adequate or sincere response from the entire staff. The manager, Jose Nunez, offered to pacify us, with free cheesecake, as if this was his way of rectifying the situation, then walked away. As mentioned, I visit this location, and the Riverside location very often, and also order meals delivered, when I choose to dine at home. Each visit tallies over $100 per visit, as I’m usually more than willing to pay. However, when I dine out, I’m looking for good food, and great service, and this experience was terrible. I was completely disappointed in the service, and the way the staff handled the situation, which ruined the experience for my wife and I. Do better!

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.