ComplaintsforThe Cheesecake Factory

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On Sunday, March 07 at 5:30 pm myself and 11 others dined here.Checks were split between 4 cards. I paid via the ** code on the receipt given and received confirmation of payment and a receipt to my email. My bank also sent notification of the charge to my phone. As we were getting ready to leave, our waiter stopped me and stated my tab had not been paid. I puled up my bank statement and receipt and let him see. He stated "must be our computers, but I trust you" and told us to have a nice day.As we were pulling out of the parking garage, my friends bank notified her that Cheesecake had charged her over $200 for her $60 meal. So we went back to Cheesecake to figure out what happened. She went in first and was told that I walked out on my meal so they charged her card for it instead. (which is fraudulent). I was then told to come in. I asked for the manager again and as soon as he approached he began berating me for essentially "skipping out on my meal". He raised his voice and was extremely unprofessional. He even stated, word for word, that "I could've called the police on you, in fact I should have. But Instead I chose to make sure a $150 tab wasn't going to be able to walk out the doors. You walking out didn't give me the right to charge your friends card, but it's better than me calling the police right?"At that point I asked how he could charge two different cards for the same meal and not se that as fraudulent. He stated he did not charge both cards because I never paid.I then proceeded to show him my receipt sent to my email, which showed the card that was charged and the amount, as well as my bank statement that shows the money came out. He finally stopped being an a** and decided to look into it. After not being able to figure out what happened, he asked if he could take a picture of my receipt and assured me that the second charge would be refunded by that evening. He then proceeded to charge the card again. Which now means we've overpaid by over $400.

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

  Customer response

  05/06/2024

   
  Complaint: 21552326
  
  I am rejecting this response because: there has been no contact made to myself or the other guest with an issue. There has been no refund either.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible service. Waited over an hr to get a table, and another hr to be seated. Once our food came the food was cold & very small portions. Asked to speak to a manager and was told it could take over 25 minutes since it was a very busy weekend. I left my information they said they would contact me back, its been over 2 weeks, never heard back

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 3rd. I went in based on an email.i revieved for a free cheese cake slice. The lady pulled up my phone # ********** she said I have to purchase something in order to get the free slice. I handed her my phone to show it said nothing about a purchase. She said she will talk to her manager. When she came back she said the manager said I have to kaie a purchase. I then said to her but the .email didn't say anything about a purchase because usually when I get these things it usually tells me I need to purchase something to get something free but it didn't Say that she asked if I wanted to speak to the manager. I said what's the point of talking to him if he has not even saw the email but going to say the same you said. I preceeded to ask her who she spoke with as far as manager she said his name was ****....very poor advertising on cheesecake factories part and very poor managerial skills. If you're going to advertise something free then it should shoe up on the account as free...and for the mangement to just say that I have to make a purchase and nor bother to come see what I am speaking about is poorly handled. I would like a gift card in return for this poor service because I felt it should be handled appropriately. I wasted my time money and gas to get something that was advertised and a different story once you get there

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22, me and my family visited the location in ********** ************** for dinner. While we were eating our food my daughter said mommy look its a bug indeed it was a ***** crawling on the back of the booth I started screaming and jumped up on the chair because I am terrified of bugs! My son began recording it all! On the floor under the table was trash everywhere I took pictures of that too! No wonder roaches was running around it was trash and bread rolls from the past customers we literally was sitting in it before looking down seeing it! We lost our appetite I felt like things were crawling on me or possibly in my food. I reported it to the head manager and she sent us on our way with no concerns of our well-being knowingly we had pictures and videos of what we experienced we even told her we were contacting the health department I am a nurse we are mandated she didnt care! I indeed contacted the corporate office right away! Our waiter **************** at table 64 killed the ***** but she didnt seem surprise she said I m sorry about that and that was it! The manager blamed it on the workers she said they should treat everybody the same what ever that supposed to mean! I spent $93.30 and my son spent $53.00 on our **** cards and we want a full refund for both of us and also gift cards for us to enjoy the experience at another location we deserve that because we definitely didnt enjoy our meal tonight! I had high expectations for this restaurant and I am totally disappointed I want my refund and gift cards for me and my family. I tried to upload all the videos and pictures we took of the trash and *********************** killed but its stating they are too long!

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in *************, ** in Dec 2023. I was at one of your outlet having a great time with my gfs. I saw your promotion that with a $50 gift card purchase, I get a $15 bonus gift card. So I did thr purchase. However we didn't use all the $65 on cake purchases. I came back to *****, so I wanted to take my kids to enjoy your fabulous cakes, since I still have left over $$$ from my gift cards, when we went there, the outlet was packed and thr wait time was 2 hours. So we decided not to wait, I thought to bring them back on a weekday instead. Unfortunately, when I wanted to use it, I realized that it expired on February 29th 2024. I went to your website customer service and related my predicament. I just asked for a replacement of my $15 gift card. But I was denied.My boys were so disappointed. Times are hard nowadays, we were hoping to stretch our $$$. Hope this gets to someone who is more empathetic.

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I dined there on Saturday, February 24th 2024 and had my reservation for 7:45. We got the bill for the amount of $180.20, I did NOT authorize a tip nor did I sign my bill. We were very unsatisfied with the ***************** of food so we paid the bill & left. That following Tuesday, February 27th I look at my bank statement and noticed I was charged an extra $32.44 totaling the bill amount to $212.64. After calling the restaurant and speaking with one of the managers I was told I would receive a credit of that $32.44 within 7-10 business days. After checking my bank statement once again I still have not received my money back that was fraudulently taken from me.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i purchased 2-$50 gift cards at christmas which were supossed to come with 2-$10 extra gift cards. when i tried to activate them they were $0 on the cards. i called the corporate office they said they would fix it. when i tried to activate them, all the cards showed $0 on them. i have called severall times with no call backs.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Saturday, March 2nd I placed an online order for brunch. I had approximately $6 left on a gift card that was stored on my profile with The Cheesecake Factory online. I noticed it when placing the order. My meal was a little under $20, and the remaining balance after the gift card was used was around $13. I placed the order using my bank card to pay the different, I was charged but then there was a pending credit for the same amount. This was odd, so I placed the order again using a different card. My bank account was debited with no issue, but the online order didnt go through. I immediately called Cheesecake Factory to explain what happened, and to ask them if they could please place the order because brunch was ending in a few minutes. I shared I would come upstairs in a few minutes and show them the charge on my account. I was told to speak to a manager once I arrive which I did. I asked for the *** and a lady named ****** said she was, she appeared to be frustrated and I asked was she the actually *** she then stated that she was the assistant gm. I explained thoroughly what took place, and pulled up both my online bank account ledgers to show her I was charged twice, one charge being reversed, but not the other. Xxxxxx did not want to look, and said, What youre trying to do isnt working!. I said what do you mean, what Im trying to do, as if ** trying to commit fraud by lying about a charge to receive free food. I was so embarrassed and felt so humiliated with guests around. I took screenshots of my bank account showing just ********************** charge that went through and enlarged it so she could see clearly, but she refused to look. I then asked her could she look on their end to see any charge, but she stated there were none. ******, I believe her name was said she wasnt going to look again, and that if I wanted my food then Id have to pay a 3rd time, and take it up with my bank. I asked her why was she behaving so nasty towards me, ****** saysYoure nasty. I was taken aback! And said wow!! I couldnt believe I was treated that way. ****** looked at me as if she hated black people or as if I was a scum of the earth, either way she was disgusted and it showed quite well. This was very disappointing and upsetting, Im an assistant director in the mall and my team and I visit often, this of course will now change. Please hire people who dont stereotype certain people as criminals.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought $200 worth of gift cards for relatives to receive $60 in bonus cards. I tried to use the gift cards on 3/4/24 only to learn that the cards expired 2/29/24 a mere 4 days prior. I asked The Cheesecake Factory if they would extend the date for immediate use and they refused. This business practice reeks of rigid rule adherence vs. adjudicating a legitimate, sensible customer request.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Details:February 17, 2024, approximately 5:00 pm I was a diner in this establishment and was treated in a very rude, abrupt, and disrespectful manner. This manner was addressed with the manager, and I requested to have my concern escalated to ensure the issue doesn't present itself in the future. I was advised that I could call and/or go online to have my voice heard. I left a voice message that day and again that Monday. That Wednesday, after not getting a response, I also filed an online submission detailing the information and even offering to provide a video and witness statement from someone who was not even in my party. I have yet to hear from anyone at the Cheesecake Factory to offer follow up or resolution in this matter. Your support in gaining their attention to address this matter is appreciated.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩