ComplaintsforThe Cheesecake Factory
Restaurants
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Complaint Details
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Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
My husband and I went to Cheescake Factory to celebrate my birthday on 09/28/2924. We had reservations for 430pm. We arrived at 4:20pm and waited 30 mins to be seated. Once we were seated we waited another 30 minutes before anyone came to our table to take our order. Our food did not come out until 45 mins after the order was taken and our food was cold ( mash potatoes and chicken) my shrimp scampi came out without any noodles just 3 shrimp and very little sauce. We asked the server and he told me if we order a combination meal we do not get pasta with the shrimp scampi then I asked why did I only get 3 shrimp he could not answer that. We left there upset and disappointed what has happened to the Cheesecake Factory ? When did you start bringing out cold food and only giving half meals when pasta comes with the meal I am so disappointed. We spent over $100 and left a tip we have tried calling your corp office only to be transferred to a voicemailBusiness response
10/07/2024
Thank you for making us aware. We followed up with our guest.Customer response
10/07/2024
Complaint: 22390959
I am rejecting this response because: I have not received a call /email / or text from Cheesecake Factory. They have lied to the BBB office. They have not made any attempt to contact me.
Sincerely,
Crystal DunstonInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Wrong order received for $73+ (after taxes) purchase, called restaurant back and instead of making it right for the customer, the staff hung up after hearing what had happened. Spoke to manager and the manager defended his staff with the following excuse:"the girl that answered the phone and hang up may be a different girl than the one who handed you the wrong order", basically implying that this type of behavior is completely acceptable after the staff gave the wrong order and instead of doing the right thing to make it right, they can just hang up when you called ******** #1: the bag has a list of items ordered, Grand Fried Calamari $19.95, The Bacon-Cheese Burger with French Fries $19.95, Wood Grilled Fresh Market Fish of the Day $27.95 Photo #2: what's actually inside the bag, A) small container of cheese-like sauce, not sure what it is for, maybe to dip with the chips? B) medium empty container that had 5 pot stickers that I ate during the long drive back to ** from *****. C) 4 tiny pieces of baby burger that I ate 2 of them during the drive D) large box of tortilla chips. E) napkins and plastic utensils There's clearly no fish, no bacon cheese burger with fries and no fried calamari.Business response
10/07/2024
Thank you. we will follow up with our guest.Customer response
10/07/2024
Complaint: 22388582
I am rejecting this response because: The Cheese Cake Factory did not follow up with the customer. All other companies follow up with customer first before they respond to BBB.
Sincerely,
Yun YouInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My order was incorrect after I realize my order was incorrect. I called back cheesecake factory and I was told by manager **** that I would be able to come in and get my order that was wrong corrected. It was a chicken Madeira and it just needed cheese and it came with the wrong side. Today I called to do the steps that I was told to do I spoke with general manager, **** and **** told me that thats not what they do. Preceding **** asked me for the date that I came in. I told him the date that my brother came to get the food and he told me that that check was not on the system. Had I been told I needed to keep my receipt I wouldve kept my receipt with no problems. Proceeding **** told me that there was nothing that he could do to correct my order. I live 20 minutes away from this specific cheesecake factory. After that when he couldnt find the order, I asked him if he could politely contact the manager who was not in the office that day to ask him to verify that this is what he said to me. After he did not call me back after I had already been on hold for 30 minutes **** proceeded to tell me that **** was not even in the country that day. Then he insinuated by saying oh, maybe you couldve gotten the name from a business card. Implying that Im lying about my order which was extremely offensive. This happened after he was already disclosing to me that people came in to make up orders and lie all the time. So now thats twice that he insinuated that I was trying to get free food. I have no problem with paying for my own meals. The only thing is when I am told that this is what I need to do for a company to resurrect there wrongs and I follow those steps and procedures, and then Im being told that Im lying is very insulting. I also have the phone call recorded. to be very clear. The only reason I started recording the conversation was after the first time he implied that I was lying.Business response
10/07/2024
Thank you for making us aware.Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8/17/24, I dined at the Cheesecake Factory located at *********************:**********************************************. I specifically ordered a lunch portion, which was confirmed by the server. Upon receiving my meal, I noticed it was larger than expected but assumed it was their standard lunch size. I was only able to consume approximately half of the dish.When presented with the bill, I discovered I had been charged for a full-sized portion instead of the lunch portion I had ordered. I immediately brought this to the server's attention, who acknowledged the error and apologized. She stated she would consult with the manager to resolve the issue.However, the server later informed me that the manager had decided no adjustments could be made to the bill. As a result, I was compelled to pay for a more expensive item that I had not ordered.This situation left me feeling misled and overcharged. I believe it is unreasonable to expect customers to pay for errors made by the establishment, especially when the mistake is acknowledged by staff.Desired Resolution:I am seeking a refund for the difference between the lunch portion I ordered and the full-sized portion I was charged for. Additionally, I request that the Cheesecake Factory review its policies regarding billing errors to ensure fair treatment of customers in similar situations.Prior Attempts to Resolve:I attempted to resolve this issue on-site with both the server and, indirectly, with the manager. However, my concerns were dismissed without a satisfactory explanation or solution. I also submitted feedback online at the company's webpage about this issue but have not received any response. This complaint is filed in good faith, with the hope of reaching a fair resolution and preventing similar incidents for future customers.Business response
09/03/2024
Thank you for making us aware.Initial Complaint
08/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
8/15/24 CLOSED WITH NO RESOLUTION BUSINESS: CHEESECAKE FACTORY (and DOORDASH)MY NEXT STEPS: IN ** and MO, REPORT CHEESECAKE FACTORY to the CONSUMER AFFAIRS DEPARTMENT, CONSUMER FINANCIAL PROTECTION BUREAU, STATE ATTORNEY GENERAL, and DEPARTMENT OF HEALTH-FOOD SAFETY On 7/22/24, I ordered a shrimp fettuccini meal from the ************, ** location at the *****************. The shrimp was rotten, had discoloration and left slime indentations in the noodles. On 7/23/24, there was no attempt by the restaurant to reimburse me for food I couldn't eat due to fear of sickness. DoorDash, the meal delivery merchant, only gave me a $10.00 credit and refused to compensate me for the full purchase price of $30.50 for the uneaten pasta. The response from the Cheesecake Factory manager was also unsatisfactory. During my call to her on 7/23/24, I explained that the food was not edible and is a food safety issue. She failed to respond in a proper manner to the service issue. I informed her that the circumstance was a violation of food safety regulations and was rushed off the call. Furthermore, a caesar salad I ordered with salmon contained about 50% of rotting lettuce. I ate the lettuce that was fresh and had to toss out the rest. I received no acknowledgment about the salad complaint. The meal was $80.00: pasta $30.50 and salad $21.90. The other food items and a beverage was not disputed. ******** was also unhelpful and empathetic when I informed them of the brown lettuce. Both companies provided poor service. The refund and credit policy of DoorDash is predatory and is considered as an unfair business practice.Desired settlement:Refund; Contact by the businessInitial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There was a visit to a cheesecake factory at ************************************************** What started the visit first was that we were given two types of hard inedible bread. I'll order took an extensive long time to come. Approximately 39 minutes in an empty venue. When we shared the concerns with the waitress about the bridge, he says add forty five minutes before closing.They make no more bread or something.Some excuse that should have been given to us.Prior to ordering. Shrimp scampi that I ordered came with fried shrimp instead of just the usual version of shrimp scampi. The pasta called ****** came for my significant other Without the extra chicken as ordered. The experience was not good at all. We have no desire to ever attend that location ever again. I have attended cheesecake factory inn Towson, ******** in the past, and there was no problem like that. At that location, it was a large party of us which included children and of everything was okay. Unfortunately this experience seemed like wasted time.Business response
09/02/2024
Thank you. We will follow up with our guest.Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I purchased 3 $100 eGift cards from TheCheesecakeFactory.com on varying dates they do not expire. I ate at the Cheesecake Factory in ******, ** on Aug. 2, 2024 and brought 2 of my $100 eGift cards that I printed out and had never been redeemed. When paying for the meal, the server told me both cards showed a $0 balance. The manager confirmed the $0 balance and said since they were purchased online, there was nothing he could do at the store. At the restaurant, I called the main ** # ************ to check the balance and see when and where these were supposedly redeemed. The phone **** said they had been redeemed in May and June of 2024 in ****************, **. I said this was impossible because I haven't been to ********** this year. He gave me a number to call for lost/stolen gift cards ************ that phone **** confirmed the $0 balance and redemption dates in ****************, **. I told her that there had to be fraud involved because I haven't redeemed them and haven't been to ********** in 2024. I asked what could be done about this, she said there is nothing the ** can do once the gift card has been redeemed. She suggested changing my email password. When I buy the eGift cards and get the email, I print them out and put them in a safe at home and delete the email. When I got home I checked the last eGift card that was at home, that one was also showing a $0 even though I never redeemed it. I sent a message through the ** website contact form & received a generic response and never got any follow up. I called the main phone number a few days later and was hung up on during the call. Also sent an email to the one actual email address I could find, ******************************************** and have not heard back. I spent $165 for the meal out of pocket that should have been covered by the gift cards. I'm out $300 for the actual gift cards themselves.Card #s are: ****************, ****************, **************** I want money for the gift cardsBusiness response
08/19/2024
Thank you for making us aware. We spoke with our guest on 8/2/24.Customer response
08/20/2024
Complaint: 22165775
I am rejecting this response because:They didn't do anything to make the situation right.
Sincerely,
***************************Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to this location on July 8th. I did take out and it was for dinner. I ordered a mushroom rigatoni, gumbo and cheesecake. The mushroom rigatoni did not have any mushrooms. The gumbo didn't have any shrimp and had a e very little bit of sausage. I spent over $60 for a meal I did not enjoy. This location is in ******** and I live in *******************. I did a review and got a response back saying for me to use the general question area and they would get back to me. I've filled out more than 3 forms and no one has gotten back to me. It's been over a month and no response. I would like to get a refund back please.Business response
08/12/2024
Thank you for making us aware. we will follow up with our guest.Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/22/24, I ordered a shrimp fettuccini meal from the ************, ** location at the ******************The shrimp was rotten, had discoloration and left slime indentations in the noodles. On 7/23/24, there was no attempt by the restaurant to reimburse me for food I couldn't eat due to fear of sickness. DoorDash, the meal delivery merchant, only gave me a $10.00 credit and refused to compensate me for the full purchase price of $30.50 for the uneaten pasta.The response from the Cheesecake Factory manager was also unsatisfactory. During my call to her on 7/23/24, I explained that the food was not edible and is a food safety issue. She failed to respond in a proper manner to the service issue. I informed her that the circumstance was a violation of food safety regulations and was rushed off the call.Furthermore, a caesar salad I ordered with salmon contained about 50% of rotting lettuce. I ate the lettuce that was fresh and had to toss out the rest. I received no acknowledgment about the salad complaint.The meal was $80.00: pasta $30.50 and salad $21.90. The other food items and a beverage was not disputed.******** was also unhelpful and empathetic when I informed them of the brown lettuce.Both companies provided poor service. The refund and credit policy of DoorDash is predatory and is considered as an unfair business practice.Business response
07/25/2024
Thank you for making us aware.Customer response
08/03/2024
Complaint: 22041691
I am rejecting this response because the referenced matter has not been completed.The responder is away and will possibly respond upon a return to work.
Sincerely,
*********************Business response
08/05/2024
Thank you for the updated response. We spoke with guest on 7/27/24. We consider the matter resolved and closed.Customer response
08/06/2024
Complaint: 22041691
I am rejecting this response because:I have not been compensated for the $80.00 I spent on the food order.
Sincerely,
*********************Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
When we arrived, the restaurant wasnt that busy. Plenty of open tables in dining area and patio. We were told ***** min wait for the patio. We provided name and phone number and then told itll be about ***** mins. After waiting about 25 mins, I went to check the time on my phone because it had definitely been more than ***** mins. I was sent a text message saying our table was ready that was sent 6 mins prior to me seeing the message. We immediately went to the front desk since we were right in the lobby and never left the whole time we were waiting. Never once was our party name called. We were not told we would receive a text when our table was ready. It was not busy enough to not be able to simply call out a party name. We also had our baby with us and were alternating going to the restroom for ourselves and to change our baby. Very unaccommodating for customers. Once we realized we had received the text 6mins prior, we walked to the front kiosk. We checked back in with the same person we left our info with. Apparently they only waits 5 minutes and then considers that courtesy. Then gives your table away without even attempting to call out a name or call the phone number provided. Very lazy and showed no sympathy/remorse for his disgusting actions. **** claimed he was trying to help but did literally nothing to actually help except run his mouth. I told him he did absolutely nothing to help and only made things worse. When the only solution was for us to wait an additional 20 mins for a table, we decided to leave. We already had a hungry baby and didnt have anymore time to wait considering we had already waited about a half hour at this point. This location has only gone further downhill. It also seems like more and more of the people that do eat here, have a horrible experience or get food poisoning. Seems management likes to say theyll reach out to resolve issues, but they never actually reach out or make the situation right. Great business practice.Business response
07/22/2024
Thank you for making us aware. we will contact our guest.Customer response
07/23/2024
Complaint: 22018739
I am rejecting this response because: I see this exact response on almost every complaint on BBB. I can also see that most every claim was re-opened for lack of communication on the restaurants part. It sounds like Cheesecake Factory likes to make it look like they care and take care of their customers but it seems they never reach out to solve any issues. Im rejecting this response because I havent been contacted by the restaurant and do not anticipate them ever doing so. If they actually respond and make the situation right, I will update my complaint. Want the public to know how this place is truly operating. Ive posted reviews in multiple platforms.
Sincerely,
*********************
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Contact Information
Customer Complaints Summary
145 total complaints in the last 3 years.
47 complaints closed in the last 12 months.