ComplaintsforThe Cheesecake Factory

• 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.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am not one to complain about this business as I genuinely love their service and have been here numerous times for the excellent waiting staff and food. However, on February 25, 2024, at 12:30 pm, my family and I went to eat at *********************************************************. We all enjoyed our food without any issues except for the salad that my wife ordered. After consuming it, she quickly fell ill and experienced intense stomach issues within a short period of time. No other food was consumed afterwards since she was diagnosed with food poisoning by a local doctor. Although she has now recovered, I felt it was important for you to know about the issue with the lettuce or vegetables.I have never complained before, but this incident unfortunately ruined our vacation as we lost two days of our family trip to *******. Is there anything that can be done? I would be happy to provide my credit card information as proof of my transaction at your establishment.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I frequently order delivery from the Cheesecake Factory at ****************** in *******, *****. I always ordered the Parmesan crusted chicken with ******* sauce and no potatoes. Sometimes I order with extra chicken well. However on February 22, 2024. I made an order through DoorDash but I did not request extra chicken this time. However, the restaurant charged me for the extra chicken when I did not request such. Also, the chicken was delivered undercooked and soggy. I contacted ******** to see if they could rectify the situation but they refused to transfer me to a supervisor so I contacted the Cheesecake Factory directly and asked for a manager. I spoke with ****, who was very condescending and rude even acknowledging with an irritating tone that he knows my order. When I asked why did they charged me for the extra chicken, he claimed he did not know why. I asked for a refund not only for the extra charge but because I told him the chicken was soggy and undercooked. He said there was nothing he could do but send me a gift card via email. Well that does not rectify the situation. I do not have any food to eat and Im out of $42.66 because of their mistake and overcharging me and providing a meal that was not satisfactory not satisfactory. I do not appreciate being disrespected by **** when he knows I order everyday from this location. I have the receipts. I also do not appreciate **** lying and saying he could not refund me when he could have just called order support with ******** and requested it.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited this restaurant on 02/10 for dinner with my wife. We had ordered the lettuce wrap with chicken and then extra side of chicken, avacado rolls and bang bang chicken. All of this was entirely shared amongst ourselves. While eating the lettuce wrap I noticed a foreign object in my mouth which i was chewing and then noticed something wasn't right so i pulled out of my mouth and showed to manager ***** at the Burlington store. He confirmed with the kitchen manager that it was a piece of cardboard which was 3-4cm long and it seemed like it wasnt a big deal for him which is a bummer. The morning of 02/11 I started experiencing diarrhea and vomiting around 8am and I am sure was due to the cardboard in our food and swallowed some pieces. My wife din't complain anything but that scares me because she breast feeds our 4 month old baby. This was an awful experience and all what ***** did was took off the lettuce wrap and avacado rolls my bill and i still had to pay 28$ towards bang bang chicken which is ridiculous. These guys messed up and still asking me to pay 28$? And now i am ill on top of it. He didnt even change our lettuce wrap dish and told us to consume the rest of it. I can actually go and sue ********************** for this negligence and then not cooperating. I then called the ** **** next day and explained the situation and he decided to give me $100 back in GC for the inconveneience only after I insisted too much and then $30 which I had paid were given back. I was ill that entire sunday and that compensation amount of $100 wasn't enough to make up for what I had gone through. **** reached out to Cheesecake factory corporate to get additional $150 but they refused which is ridiculous. If I dont get that additional $150 from corporate, I am going to file a case with food agriculture department. This lady ************ from cheesecake factory wasn't cooperative at all and I am not going to deal with people like her. I need this to go high up in the chain My check# ****.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This weekend is our wedding weekend. My family decided to go to Cheesecake factory at ************* to celebrate or union. It was one of my favorite restaurant many years until, the heart breaking experience we had to endure this Sat evening 1/27/2024. I receive a text that our table is ready at 8:53pm. We sat on the outside area of the restaurant. At the time, it was a very long night so we proceeded to order our drinks including appetizers, and my other two family members went straight to ordering the main course. Through out the devastating night, The waiter was showing up, every 20 mins apologizing every time he showed up. It took us 30 mins just to get our drinks from the time we sat down. He kept forgetting our drinks, going back coming back 20 mins later, without the appetizers, than advising he forgot the bread that comes to the table that's suppose to be complimentary. We had to remind him about the appetizers, and bread sticks throughout the entire night, in which all entrees received was cold! It was the worse customer experience we had ever encounter! We felt every time he came to the table, it was an issue. Throughout the ordeal he keeps blaming the cooks and the staff to the reason why entrees and food was a delay and cold! He never took ownership and it took my other two family members over a hour, to receive the main course that they initially order from the moment they sat down. It was soul crushing to see my family receive there food two hours later (which was cold), because of a failure. I requested to speak to the manager on duty four different times! I literately had to get up and find the manager **** myself. I explain to her what we went thru, and how special the night was suppose to be. She took all of our untouched cold food to the back, and left us hungry and starving, to turn around to try to stick the bill to us! There was other customers near me that complain too **** and was upset. We left at 11pm, with most places closed and hungry!!

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 21 **** at 15:24pm I came to the Cheesecake Factory to have a slice of Cheesecake and an Iced Tea the waiter ******* was nice but failed to come and fill my Iced Tea and if I was enjoying my desert until when I went to pay for my desert and drink I was using Apple Pay and he was standing kind of close because he wanted to see how much of a tip I was going to put on the receipt I felt that was totally unprofessional and an invasion of privacy on his part I tried to explain this to 3 managers but they refused to resolve the issue by treating me back or something I feel that also there customer service is the same way they're just like ************************** they don't care they don't resolve any issues and plus I noticed that Chessecake Factory has an F on there profile on the BBB I can see why Chessecake Factory doesn't care about there guest at all if you can't treat your guest correctly then go out of business!!!!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Transaction: 12/19/2023 I kids (11 and 6) years old and 4 adults decided to have pre Christmas dinner at Chessecake Factory in *********. 1- Arrived at 6:30PM on 12/19/2023. we were told the wait is 20 to 30 minutes.2- 1hr and 10 minutes later (7:40) we were offered a table for 4 and we were asked to squeeze all 6 of us on very small table. Seeing that many other table are wide open.3- @ 8:10 the waiter showed up with 4 glasses of water. and did not take the order. 4- @ at 8:25 another waiter came and took the order and the kids started to fall a sleep 5- after calling the manager several times the food came in around 9:20Pm Cold and it looks like it was siting in the kitchen for a while and no one cared to serve the food. 6- I sensed "by far" the most unprofessionalism and very bad customer services.7- Very unfriendly service. When I wanted to complain, I was told that "that is what we have to offer. 8- the Manager, waiter and receptionists of this place needs lots of training on customer service before they can connect with customer.9- I cannot express my disappointment enough.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is in attempt to reach anyone, because this was the worse service, treatment, dine in experience our entire group has ever had. We arrived at the restaurant where we knew there would be a wait because this location always has a wait time. When we put our names on the list the lady taking names asked how many people we had, when we said 10 she huffed, rolled her eyes, and added our names. We were asked if we where okay with outdoor seating if needed and we where told they had large heaters and it was warm out there because we said we didn't want to be cold. They assured us it would not be. We waited 2 hours and then finally went up asking if they had a place for us yet and they said no they where working on it. Mean while they called a group of 8 people, and a group of 11 people before us and we know the 8 top came in after we did. About 20 minutes goes by and they call us and walk us outside where they sat us at a table that had one Heater about 12 feet above our heads that we literally could not feel unless we where standing up with our faces pointing up. It was 36 degrees outside, our table was ice, the bread they brought us was cold from outside the butter literally frozed to the bowls so we couldn't get it out. I went back inside to speak to the front desk and she said they don't allow people who have been sat outside to come back inside for seating, she was rude from the moment we walked in. I asked to speak to the manager, waited about 10 minutes until she finally made her way over. She went to the lady first then came to me, she was beyond unprofessional, she was rude, stand offish, and very argumental, and defensive to me for telling her we are beyond frozen outside. She kept saying we agreed to sit out there over and over and I kept saying yes we did agree but you told us it was warm and there was large heaters. There were large heaters hanging but in 36 degree weather you couldn't feel them at all and my guess is she has never been outdoors in that area to check on anyone or she would know just how well those heaters worked. Why that was even a option for seating any customer is a huge question. She then told us we could come back in and wait in line for another seat after already waiting almost 2.5 hours we where not going to do that and wait another 2 hours. We had kids to feed and it was my daughter's birthday. We all sat out there completely frozen, *************** has celiac disease and can't have any gluten. Your menu says you have GF, your menu also says if needed and requested they will cook food separately, well we needed and requested it and they came out and said they couldn't make anything GF. We asked if they could at least make fries and one of the waitresses ***** said they told her no because they had been cooking chicken nuggets in the ***************. so he was unable to even eat after waiting hours and the experience. We couldn't even eat our meals as we couldn't take our hands out of pocket long enough to eat because it was so cold, our feet and noses where burning, when our food got there we ordered a couple cheesecakes to go and asked for to go boxes a few minutes into eating because everyone was so cold we honestly couldn't eat our food. They're was a lady who helped bring food out to us and when she came out she said you guys are brave for sitting out here its freezing, we told her we didn't have a choice and we where all freezing and she even felt bad. After we finally got all the tabs paid we where supposed to head over to **** and busters but no one wanted to because of the experience we just had at your facility, all we wanted was heat and to go home. To have anyone sitting outside in almost freezing temperatures with literally no heat other then a warmer 12 feet above us that you couldn't feel over the cold temperatures is uncalled for. There was a table across from us that had 2 little girls and a mom. They talked to us and they said it was awful, she literally had to go to get cat and grab blankets, hats and gloves for them to eat out there and they ended up getting their food and going home to eat. I even asked if I could take pictures of them eating with their hats, gloves and blankets. The treatment from someone who is supposed to make situations better, resolve them or at least come outside and say hey I am really sorry about this your right it is freezing let me work on this and get you inside, or offered us free hot cocoa,coffee, water or anything. I'm so shocked that this is the treatment people get and it's just allowed. We suffered out there freezing in freezing temperatures and no one cared. I will be moving forward with this and reaching out to whom ever I need to until I get answers.

*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. ↩