The Cheesecake Factory, Inc. Customer Service Issues

I wanted to dine at Cheesecake Factory on Orlando Avenue in Orlando, Florida. I called at 9:45 p.m. but encountered difficulty communicating my questions about their closing time and late-night hours. The person who answered and the manager had trouble understanding my inquiries, and the interaction became unpleasant. The manager, Mary, was particularly unhelpful and even made a rude comment. This negative experience contrasted sharply with the prompt and courteous service I received from Olive Garden nearby. I plan to reach out to the headquarters to share my disappointment and let them evaluate if this situation was handled appropriately.

Hello, I am a loyal customer who purchases cheesecake from your Montgomery Mall location in Bethesda, MD every Friday. This evening, my wife, Kerri, phoned ahead to ensure that the $30 cheesecake we usually get would be available. Despite my drive from Bethesda to the Factory, upon arrival, I was informed of a miscount. I suggested purchasing the next size up cake and having the approximately $12 difference waived. The manager, Amos, was reluctant to agree and suggested contacting my wife to recall the staff member she spoke with. When I questioned the purpose of that, Amos mentioned sending someone to D.C. for the cake, a trip of more than 2 hours. Even after expressing doubt about this, Amos insisted without further discussion, leaving me feeling dismissed and offended. The incident occurred around 6:00 by the cake display, and the situation left me quite disheartened. Best, Anton Major

My wife was really disappointed yesterday. We were planning to go to Cheesecake Factory for her favorite club sandwich made with turkey around 5 to 6 PM. Sadly, when we got there, they were out of turkey. She always looks forward to this treat, and the whole experience was a letdown. The customer service was good as usual, but this time it just wasn't what we expected. I was surprised that a big chain restaurant could run out of such a popular dish like turkey, especially during regular hours. The address of the restaurant is [redacted] Biscayne Blvd, Aventura, FL [redacted]. It was disheartening to see how much she was looking forward to her meal and then to be let down like that.

I have been trying to reach customer service, but the automated system keeps directing me to press buttons without connecting me to a live person. I also submitted a request online for a callback and have not received one yet. I recently made a purchase for a gift card with a promotion for free cheesecake slices. Unfortunately, I only received eCards for two free slices instead of the four I expected based on the promotion details. Additionally, I was expecting physical coupons with the gift cards, not digital ones. The digital coupons also only allow for one free slice per visit, contrary to my initial understanding. Furthermore, I made an error in the ZIP code when ordering the gift card. I mistakenly inputted [redacted] instead of the correct [redacted]. I would like a refund of my $50 to be processed to my PayPal account under Sarah Moore using the email address [redacted] This entire experience has been disappointing and I would appreciate a resolution promptly.

I have been attempting to contact your customer service line, but the automated system is frustrating as it does not connect me with a live representative despite my numerous attempts. I also submitted a callback request online, which has gone unanswered. Furthermore, I recently purchased a gift card with an offer for two free slices of cheesecake for every $25 spent, totaling $50 for four free slices. However, I only received two eCards via email, each for one slice, rather than the expected four. Additionally, I was anticipating physical coupons with the gift cards for the free slices, not digital ones limiting me to one slice per visit. The website also listed the wrong shipping zip code as [redacted] instead of the correct one, which is [redacted]. I would like a refund of $50 to my PayPal account due to these discrepancies. I am dissatisfied with this experience and wish to cancel my order to prevent any issues with shipping to the incorrect zip code. I am rightfully owed four slices of cheesecake, not just two.

Last night my group visited the Cheesecake Factory at [redacted] Walnut Street in Philadelphia. Upon arrival, we were told there was a 40-minute wait, which seemed reasonable. Unfortunately, we ended up waiting for 90 minutes as they repeatedly mentioned our table was being cleaned. After offering to clean it myself, they finally seated us nearly 2 hours later. This experience significantly impacted our birthday celebration plans, and we are disappointed with the service. Regrettably, we will not consider returning to the restaurant. It appeared that there were empty tables that could have been used, indicating a shortage of staff. Despite the politeness of the employees, the overall situation was unsatisfactory.

Hello, I'm Rita. Yesterday, my sister and I dined at the Cheesecake Factory for lunch. I requested to move to a booth near our table, which the waiter, Mario, accommodated. Shortly after, an Indian manager informed us that they needed the table for a party waiting, causing some frustration. Despite my annoyance, we waited for the next available table. Eventually, we were able to move to a different table. The situation left me feeling disappointed, and my last visit to Cheesecake Factory was on March 23, [redacted], thanks to this experience.

I dined at the Cheesecake Factory in Willow Grove, Pennsylvania, with three others. This wasn't our first disappointing experience at this restaurant, but I'm understanding of off-nights. However, our most recent visit was a disaster. Despite sitting outside, we faced long wait times for service and drinks. It took an hour for only half of our meals to arrive, while the other two in my group waited without food. Even after speaking with the manager, the service did not improve. Our server was absent throughout the evening, and we were left feeling neglected. When I expressed my dissatisfaction to the hostess, we were comped the bill. As regular diners, this was one of the worst restaurant experiences we've encountered. Although we used to enjoy the Cheesecake Factory in King of Prussia, the decline in customer service has put us off from returning.

I, at 75 years old, seldom write complaint letters, but last night's dinner experience at your Montgomery Mall restaurant in Bethesda left much to be desired. Despite being seated quickly after a short wait, the service deteriorated. Our waitress, Bella, tried her best amid delays, but the situation escalated when the manager confronted us accusingly. The dinner delay and unprofessional behavior were unacceptable. As retired retailers with over fifty years of experience, my friend and I see a need for enhanced customer service training at your establishment. Regards, Mr. and Mrs. Robert Weitzman and Mr. and Mrs. Robert Dicken, Maryland residents.

During our visit to the Baltimore Downtown Inner Harbor restaurant, my family and friends experienced a disappointing dining experience. Despite assurances from our waitress that my daughter's food would arrive first, only our meals were served. I ended up sharing my Bang Bang Chicken and Shrimp with my hungry daughter. However, upon realizing the error, we requested to return our unsatisfactory dishes. The manager, Steve, seemed dismissive of our concerns, only offering to replace one of our meals. We were shocked by the lack of understanding and felt there was discrimination in his response. We all agree that the food did not meet our expectations; the chicken was rubbery, and the rice overcooked. We hope for a refund as we were not given the opportunity to try different dishes and leave as satisfied customers. Thank you for addressing this matter.

My two sons and I visited the Cheesecake Factory in Brandon, Florida, for my son's birthday on 7/3/[redacted]. Unfortunately, the service we received was poor and chaotic. We didn't receive small plates for our bread, weren't asked if we wanted beverage refills, and our food took a long time to arrive and was lukewarm. The server who initially took our order mentioned she wouldn't be our server, and another person never attended to us. Various people brought our food without checking if we needed anything. I was disappointed as this experience spoiled my son's birthday dinner. When I shared my concerns with the manager, he explained it was due to a shift change, which I thought was an unprofessional and inadequate excuse. He offered a free slice of cheesecake casually, which didn't make up for the ruined celebration.

I am Petrina Tate. I recently lost my job for missing a day, despite working diligently for the Grand Lux. Even though my manager praised my work, I fear I may not be marked as rehireable. I have a family to support, including kids aged 22 months, 10, and 18 who is attending UNT College. I faced challenges like a miscarriage and proving postpartum depression during my time there. I would like to confirm my rehire status as I need a job urgently. There are also other concerns I wish to address in person. If possible, please contact me at [redacted]. Thank you for your assistance.

I had a disappointing experience at The Cheesecake Factory in Bella Terra, Huntington Beach. The manager's response to my complaint about the terrible food was simply offering cheesecake and hoping to get it right next time. It is frustrating that they expected me to come up with a solution for their poor service. This approach is not how you handle customer complaints. I have been a customer for ten years and never encountered such a situation before. I spent a significant amount of money for a subpar experience. The only positive aspect was the excellent host and hostess. A change in the chef might be beneficial.

I reached out via email a couple of weeks ago concerning my recent visit to the Cheesecake Factory at South Shore Plaza in Braintree with three friends. Unfortunately, our orders were incorrect, and the service was subpar, which was surprising to us as we have been loyal customers since its time at the Plaza. Despite this, I mentioned that my granddaughter loves the place, so we decided to give it another chance last Saturday for supper. I opted for a chicken avocado club sandwich and some chicken Madeira to go. However, I was disappointed with the sandwich as it had mainly tomatoes, sparse avocado, and tough chicken. I left half of it untouched and declined to take it home. While the chicken Madeira was satisfactory, the asparagus was inedible, and the mashed potatoes had large chunks. For a $19 meal, I expected better quality.

The Chicken Madeira at The Cheesecake Factory I must express my deep affection for The Cheesecake Factory. Ever since visiting the original location in Chicago 40 years ago, I have been a loyal fan. Despite my aversion to mushrooms, I tried my daughter's Chicken Madeira at her insistence. To my surprise, pushing the mushrooms aside revealed a delightful dish that I have been ordering ever since. Recently, my beloved Chicken Madeira was served in a disappointing manner. The plate lacked the mushrooms, cheese, and proper presentation I have come to expect. One piece of chicken was delicious, while the other was unappetizing and poorly presented, with no melted cheese on top. The Madeira sauce was scant, but the mashed potatoes were exceptional. Despite this, my husband's meal was enjoyable, and the service was commendable. Overall, I hope for a return to the usual standard of excellence for this beloved dish. E.L.

Hello, I had hoped to redeem your promotion for a free piece of cheesecake through DoorDash email. I was informed that I am outside the delivery area. When I called the store and offered to dine in, spending at least $30, I asked for a free piece of cheesecake as I wasn't able to order it through DoorDash. Unfortunately, they declined my request. As a loyal customer of Cheesecake Factory, I was looking forward to being accommodated with a complimentary piece of cheesecake on this occasion. Thank you for your attention to this matter. Best regards, Mary S.

I am writing to express my concerns about a recent dining experience at The Cheesecake Factory. My date and I visited on 2/17/[redacted] around 9:45 pm after calling ahead to confirm they were still open. Despite tipping the server generously, we were disappointed to receive undercooked and burnt food that led to food poisoning. I had ordered a champagne rose, two cheesecakes with fresh strawberries, shrimp scampi, and nachos, totaling $92.23. Upon contacting the restaurant the next day, I spoke with a manager named Marco, who promised me a gift card and an apology letter. However, as of today, I have not received anything. When I followed up, Marco denied being the manager I had spoken to and only offered a $50 gift card instead of a refund. He also refused to provide me with the receipt number to contact corporate. As a veteran, I am shocked and appalled by this unacceptable behavior. I have phone records to confirm I called the next day seeking resolution.

On Sunday, September 13, [redacted], my partner and I visited the Cheesecake Factory at [redacted] Walnut Street in Philadelphia for lunch. Upon arrival, we had to wait for a table due to being short-staffed. We were eventually seated at 2:10pm but encountered issues with cleanliness at our table. Despite requesting to move, we stayed. The service was slow, and our food orders had several mistakes, including improper toppings and undercooked meat. The restaurant appeared unclean, with staff not thoroughly sanitizing. The COVID-19 safety measures were not consistently followed by all employees. Despite the unsatisfactory experience, we paid $52.87, used a $25 gift card, and left a $9.00 tip. We are disappointed with the poor service and lack of adherence to safety protocols. I plan to report these concerns to Philadelphia's Covid-19 business department. A full refund would be appreciated. Thank you.

I ordered a pizza online from the Atlanta PERIMETER location without meat due to my religious dietary restrictions. However, it had sausage and pepperoni on it. I didn't complain. I then tried the CUMBERLAND location, ordering the same pizza with no meat and raspberry cheesecake. The pizza was burnt with pepperoni on it. I spoke with manager Amy who kindly replaced the pizza and offered me a slice of cheesecake for the inconvenience. They forgot to include it, but I had already purchased one. The burnt crust on my cheesecake was disappointing. This was my second bad experience as I usually love Cheesecake Factory. Additionally, employees are using customer parking spaces for personal use, which is frustrating. The designated "To Go" spots were taken by employees, but there were no close handicap spaces. The signage should clarify the parking rules. I wanted to dine in but didn't want to deal with online ordering again after a previous issue.

Recently, my family and I visited your restaurant in Walnut Creek, California for my wife's birthday dinner. The food and service were average. Sadly, during our meal, a disturbance at a nearby table escalated into a fight. The situation was not managed properly by your staff, leaving us feeling uneasy. We paid our bill quickly and left due to the unsettling experience. While I have frequented your establishment in the past, I am concerned about the changing atmosphere and clientele. Despite reaching out three times to Assistant Manager Carlos to address the issue, no resolution has been reached. The incident occurred on November 23, [redacted], around 7:30 PM, and our bill totaled $[redacted].93. I kindly request prompt attention to this matter. Thank you very much.