The Cheesecake Factory reviews and complaints 1
View all 268 complaintsThe Cheesecake Factory - The meal and the service with the onsite manager
On 4/17/2021, approximately 5:45pm, my fiancé and I arrived at the newly open Cheesecake Factory that is located on the premises of Countryside Mall, Clearwater, FL. The wait exceeded 30 minutes but that wasn't where my compliant lies. We get seated and the waiter at hand approached us with what it seemed, a friendly manner. We overlook the menu and and upon the waiter returning I did proceed to ask him wat exactly was the Steak Diana and at the moment he stated that he was uncertain and that was a good question and will find out. Red flag, number one. We went ahead to order our, not only alcoholic beverage and drinks but a appetizer as well. So far so good, considering the minor hiccup. Let me state as a successful owner I do look upon individuals that represent the brand and know that everyone involved with the brand will and should be always be fully trained to answer all questions. We went ahead and ordered the Herb Crusted Salmon. Waiting for over 30 min for our meal it finally arrived and not only the fish was uncooked but my fiancé didn't receive exactly what he requested and my broccoli was overcooked. Believe it or not, it was hard for us to complain and request another meal. The manager at that time came by and we stated our issues and proceeded to order another meal. I ordered a Filet Migeon, Medium Rare and my fiancé ordered a New York Steak well done. Trying to still enjoy the evening out, we were forced to wait over 30 minutes more for our meal. Once the meal arrived they had mixed up the requested, to make a long story short, they had gave my fiancé the medium rare, in which he doesn't care for and me the well done! At that point I was so frustrated I just wanted to go. WE paid the hefty bill, (which wasn't worth the money we spent, which was well over $100 and still provided a tip), After that my fiancé did again complain and the manager handled the situation with a nonchalant attitude and stated "Thank you for the feedback"! I will not return to your establishment again and will make sure I voice my unsatisfied experience and what exactly occurred. I, as a business owner again, understand and knows how imperative customer service is! It doesn't matter how many walk through your door, it is how many return and the quality of your establishment and right now it states a D.
Desired outcome: That someone actually listens to the customer concerns and issues.
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The Cheesecake Factory menu contains over 250 entrees. No reasonable person would expect someone to have memorized a menu that vast! Additionally, it clearly tells you on the menu that the Steak Diane is medallions of steak covered with black peppercorns with a rich mushroom wine sauce. Served with mashed potatoes and grilled onions. Surely when you READ, that was enough information to answer your question! You state " we still provided a tip ". Well, why wouldn't you? Your only complaint about service was that the server hadn't memorized an over 250 item menu and couldn't tell you off the top of his head what the Steak Diane was, again with the answer right there in front of you on the menu. I do hope you realize the waitstaff does not prepare the food and no reasonable person would blame them for food not prepared to satisfaction. P.S. You seem to disapprove of waiting 30 minutes for a table for this newly opened location. When my local Cheesecake Factory opened, the wait time was sometimes 4 hours. It's been around now for over 10 years and the wait still can be up to 2 hours. I'd say you were lucky to have only had to wait 30 minutes. A 30 minute wait for food is quite reasonable unless you were hoping to receive food already pre-cooked and simply heated up.