ComplaintsforThe Cheesecake Factory
Restaurants
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Complaint Details
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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,
*********************Initial Complaint
07/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to Cheesecake Factory yesterday (07/14) for dinner with my friends. I ordered a Garden omelette (per menu, the omelette did not contain any meat) and the one I received had ham and bacon. When I informed the server, she tried to gaslight me into believing I had ordered an omelette with ***** and ham and she would ask the chef to redo without meat but wouldnt be able to refund my order for the same reason. I was incredibly frustrated but didnt make an issue of it. The chef remade the omelette and I ended up taking to-go. I had the omelette for dinner today (07/15) and my omelette had chicken this time. I had been struggling with stomach ache, allergies and itchy skin last night and today. The first one could have been a mistake but it was done on purpose the second time. Ive been a vegetarian since birth and I cannot imagine a company and employees being this disrespectful to my belief and religion.Business response
07/18/2024
Thank you for making us aware. We will contact our guest.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I've attached the information I sent to the **** I've also attached the cop informing me that the shredded my card. I live in my car it was E and they shred my card. I'm a vet that could have been triggered.Business response
07/15/2024
Thank you for making us aware.Customer response
07/16/2024
Complaint: 21978650
I am rejecting this response because: cheesecake factory is a racist company and they did not have the right to cut up my debit card. There policy is to shred debit cards ten days after they have been left. Why did cheesecake factory shred mine in less than 15 hours and minutes after talking to me? Because they racially profiled me.
Sincerely,
*******************Initial Complaint
07/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Someone added $10 to tip to be charged. I even had a $ before the 7$ tip. I called. Spoke to a manager. Was told no it says 168. It does not. I scanned it on my fetch before leaving. See attachment. Was told they couldnt send a pic of what i supposedly signedBusiness response
07/15/2024
Thank you for making us aware. We will follow up with our guest.Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to the cheesecake factory today and I bought my items and the food took awhile to come out and one of the cooks stated that they messed up on the food and that they will bring it out soon. The food that was brought out was lackluster and didn't fit the 176 that I paid. I used my card to pay for the food and I looked at my card statement and saw that I was charged 211 instead of the 176 that I was supposed to so on top of getting a lackluster experience I was also stolen from without my knowledge so I want my money back it's been a terrible experience.Business response
07/11/2024
Thank you for making us aware. we will reach out to our guest.Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
While dining on 6/9/24, I told the server, *****, that the mandarin oranges in my Chinese chicken salad were rancid. She responded that she would tell the cook. I ate half of the salad and packed the rest of it. About two hours later, I began to feel ill. Throughout the night, vomiting, diarrhea, fever, chills, headache, and body ******* surfaced. I visited the doctor the next day who stated that the symptoms align with food poisoning. I gave her the salad for laboratory testing and then phoned the restaurant. I spoke with ****, the manager, who took a report but otherwise didn't seem too concerned. He offered a gift card to which I quickly declined and stated that I was quite fearful of returning. He never offered to refund the purchase price of the food that caused the incapacitating illness.I then contacted the **************** via their website and recounted what transpired. I requested that the price of the tainted chicken salad be refunded to me. ***************************, a general liability specialists, from the Cheesecake Factory contacted me via email and demanded that I submit medical records for her to review. I then questioned this demand and asked to view the company policy that states this requirement. I also inquired where this policy is posted at the restaurant. She then stated that The Cheesecake Factory does not provide written copies of its' refund policies to customers and that they do not have to display their refund policies at their restaurants. I then informed her that it is against the law for US companies to conceal their business policies from customers and that this practice amounts to concealment of facts in the sale of goods and services.Business response
06/21/2024
Thank you for letting us know. We will contact our guest.Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $50 gift card which had a special $10 bonus gift card as part of the purchase price.The bonus card received indicated that it expires June 5th close of business.I attempted to use the gift card mid day June 5th but when I entered my email address to retrieve the online gift card I got an error saying that it was not valid.On the same day, June 5th, I reached out to the customer support email provided on the email **************************************************** confirmation and received a response June 6th telling me to call a phone number **************.I now called that number and was told they cant do anything, at which point they provided another number for a company that ended up not being affiliated to the Cheesecake Factory at all.Business response
06/14/2024
Thank you. We will follow up with our guest.Initial Complaint
06/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
My information exceeded the characters. So, please read the attached complaint.Business response
06/06/2024
Thank you. We will follow up with our guest.Customer response
06/18/2024
Complaint: 21809358
I am rejecting this response because:RE Complaint ID: ******** Although the business stated they would contact me, I have not received a telephone call or letter from them. Therefore, this matter is not closed and I ask that you reopen and the complaint. Thank you
Sincerely,
***********************Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We went to the restaurant on April 21st 2024, we went to have lunch and everything went perfect, but we additionally order some bread to take home which was charged also, they gave us the bread packed in bags. When we got home the bread was over baked and burned and hard. We called immediately the restaurant to notify about this to the restaurant manager but she didnt do anything (we were at least expecting to offer to exchange the bread for a fresh bread, but nothing was offer, or a reimbursement)Business response
05/03/2024
Thank you for making us aware. We will contact our guest.Customer response
05/03/2024
Complaint: 21633594
I am rejecting this response because:Nobody from Cheesecake Factiry has contact me
Sincerely,
*******************************Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We went to the Cheesecake Factory in **********, ** around 4:30 p.m. on Thursday, April 18th. We had a party of six and were celebrating my birthday. First, we sent our bread back because there was a spot of green mold on it. Next, one of our meals had a cricket in it in which we told the manager. One of my daughters became ill and missed work the next day and then another daughter, when she went to eat her cheesecake said there was wax paper "in" her cheesecake. This is my favorite restaurant. The manager was going to contact me and I have not heard from her. We spent about $300 and I would like my money back.Business response
05/03/2024
Thank you for making us aware. We will contact our guest.
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Contact Information
Customer Complaints Summary
146 total complaints in the last 3 years.
51 complaints closed in the last 12 months.