The Cheesecake Factory, Inc. Customer Service Issues

Hello, I am Malak Daraghmeh. I ordered food from your restaurant last night through DoorDash and received it in good condition. The food was really good! However, while eating the mashed potato balls, I encountered a sharp blade that caused extreme pain in my tongue. It was a dangerous situation because I could have accidentally swallowed it if I wasn't careful. I had to stop eating and throw the food away due to this unpleasant experience. The thought of what kind of blade it was and where it came from is unsettling. Thank you.

I have made several attempts to express my dissatisfaction, yet no response has been received. Therefore, I am reaching out through this platform. My visit to The Cheesecake Factory at Alderwood Mall in Lynnwood, Washington was incredibly disappointing. Despite my numerous complaints, the issues remain unaddressed. The experience was a complete disaster. When my daughter tried the crab and artichoke dip that I found to taste fishy, she became ill and had to rush to the unsanitary bathroom to vomit. This disrupted our entire meal. Additionally, a male staff member was observed scratching his private area while handling food orders, which was utterly repulsive. I spent over $[redacted] on this unacceptable dining experience, which was our first since the onset of Covid-19 restrictions. I am adamant about receiving a full refund to rectify this ordeal. Thank you. -R. W. [redacted]

As a 66-year-old man, I just wanted to share a recent experience. On Friday, 4/30/21, I decided to stop by the Cheesecake Factory in King of Prussia, PA. I arrived around 3:03 pm, mentioned I called in for an order, and was directed to the counter. Although I waited patiently for about 3-5 minutes, the server seemed preoccupied with other orders and didn't acknowledge me. When I tried to get her attention, she asked for a minute but continued serving others. Feeling ignored, I chose to cancel my order and leave. However, the kind lady at the booth assisted in getting my order and I left with my cake. Overall, I felt disappointed by the service and uncertain about returning in the future, except for the helpful staff member at the booth who saved the day for me.

I want to start by expressing my appreciation for the Cheesecake Factory as my go-to restaurant choice. Yesterday, I made a to-go order at the Dolphin Mall in Miami, FL, expecting it to be ready in about 30 minutes. When I arrived just 20 minutes later, I ended up waiting an extra 45 minutes, making the total wait time an hour and 5 minutes. While I understand the restaurant was busy, unfortunately, the food was disappointing. The steak Diane that was supposed to be well-done arrived raw, the bistro shrimp pasta was dry and tasteless, the bread was extremely hard, and the avocado egg rolls were cold and soggy. The meatloaf was undercooked and the mashed potatoes were freezing. Moreover, the Godiva cheesecake was missing the expected chocolate accent, and the dessert packing process was unsanitary. I witnessed an employee handling food without gloves, which is concerning especially during the current situation with COVID-19. This experience left me embarrassed as I had bought the food for a visiting friend, and the quality was far below expectations. Sincerely, Alexis

Dear Forum Members, I had an unfortunate visit to the Cheesecake Factory in King of Prussia, PA, yesterday. Despite being a regular at this chain, this was by far my worst experience. The service was subpar, the food did not meet their usual standards, and the restroom was extremely unsanitary. The lack of hot water, absence of toilet paper, and trash strewn on the floor were unpleasant discoveries. When I approached the hostess about the bathroom issues, her disinterested response was disheartening. Even after speaking with the manager, Brian, about the unhygienic conditions and the poor quality of my meal (cold food, mistaken side dishes, and inadequate dessert), I felt unheard and dissatisfied. I left the restaurant feeling like I wasted $71 and my concerns were unaddressed. I am sharing my experience here as I believe my patronage was undervalued, and I hope for appropriate redress. I have photographic evidence to support my claims. Thank you for your attention. Sincerely, Toshira M.

I wanted to provide feedback on a recent dining experience that was not up to par. My wife and I visited the restaurant to celebrate my birthday, which is a rare occasion for us. Despite ordering drinks, appetizers, entrees, and dessert, unfortunately, the Riley steak dish I received was disappointing. The mashed potatoes were cold, the corn was mushy and sticky, and the steak had an unpleasant taste. I only managed to eat a small portion of the meal out of consideration for my wife. Although I mentioned the issues with the steak and potatoes to our server, nothing was done to address the situation. To our surprise, the bill came to over $[redacted], leaving us feeling frustrated and disappointed. I regret that our special night was impacted by this experience.

I visited the Cheesecake Factory on January 22, [redacted], and ordered the Chicken Costola meal. Unfortunately, the chicken was tough and rough, making it hard to eat. I contacted the restaurant to express my disappointment. The female supervisor promised to send a gift card, which I never received. When I returned on January 26th to order two Turkey Burgers, I wanted to speak with a manager about the unresolved issue. However, the manager was unhelpful and accused me of already receiving a gift card, which was not the case. Despite my friend also filing a complaint, I am not overly concerned about the $20 gift card. I just wanted to address the situation with a manager. The representative I spoke to was Nikki.

Dear Forum Members, I had a disappointing experience at the Cheesecake Factory in Yonkers, NY, RidgeHill location. During lunch with my mom, I ordered the Crusted Chicken Romano lunch special for $15.50, which I asked the waiter to explain as I was unfamiliar with it. When I got the bill, I was charged $22.95 for Chicken Madeira, which I did not order. Despite explaining the situation to the waiter and manager, they refused to adjust the pricing. The manager insisted on returning the food to make any changes, but I had already eaten it, believing it was the Chicken Romano dish. The manager did not provide his name and left me feeling upset and embarrassed. Although the waiter tried to make amends with a piece of cheesecake, the overall experience was disappointing, and it has made me reconsider returning in the future. Best, A.M.

I wanted to share my recent positive experiences at the Cheesecake Restaurant in West Palm Beach. Despite not having visited due to pandemic challenges and a recent auto accident, my visits have been delightful. Jennifer, our server, stood out with her exceptional service. Having retired from Safeway Stores Inc. with a reputation for quality work and superb customer service, I appreciate great service. Jennifer impressed our party, and I felt compelled to share this feedback. The manager and staff should be commended for the outstanding attitudes, customer service, and tasty food. Living in Royal Palm Beach and Wellington, I look forward to returning to this location frequently. Warm regards, Barbara M.

I recently lost my job due to a misunderstanding involving the use of my mother's credit card for a small transaction on which I gave myself a tip with her permission. I assure you it was an honest mistake as I believed I was allowed to do so. Despite working diligently for four years without any issues and regularly working overtime shifts, the situation escalated. I have been compliant with a garnishment for the past two years, though recently the IRS in Wisconsin issued a stop to the garnishment. Unfortunately, my previous employer in Madison is unresponsive to my inquiries regarding the stop order and my outstanding pay, which includes accrued sick time and vacation hours. I urgently need to ensure they have received the stop order to receive my rightful payment, as I am currently facing financial difficulties. I plan to reach out to corporate on Monday for further assistance. Your understanding and help in this matter are greatly appreciated.

I am writing to express my family's disappointment with the strawberry cheesecake I purchased for my son's birthday on 10/19/22. We picked it up from your Orland Park, IL location on the evening of 10/18/22. The instructions to thaw the cake for 2 hours were followed, but upon opening it, the topping had melted and leaked, causing a mess at the party. We are seeking a refund or a $75-$[redacted] gift card due to this issue. I have pictures for proof if needed. The receipt number is [redacted], and the purchase was made at 8:04 pm on 10/18/22. Thank you, -Roger F.

On Sunday, November 6, [redacted], my two children and I dined at the Cheesecake Factory on Michigan Ave in Chicago. I had an unfortunate experience at this location that I need to share. Upon our arrival, the front revolving door had a lot of water, soaking our shoes. Subsequently, when my daughter and I tried to use the restroom, we found it out of order. We were directed to a different restroom outside the restaurant, but that one was also not available. The waitress mentioned they were working on fixing it but never informed us when it would be ready. To make matters worse, my son found a small piece of meat on his plate that seemed to be from someone else's leftovers. The waitress apologized, but no one from the kitchen or management addressed the issue. Feeling quite disgusted, especially since our table was poorly lit, I questioned the cleanliness of my vegan chop salad. Upon leaving, my daughter attempted to speak with a manager but no one was around. I am now left wondering about the food preparation at Cheesecake Factory. Looking forward to a response. Thank you, Marta

Yesterday at 4:00, my husband and I visited your Novi, Michigan location with reservations. Unfortunately, we encountered a problem with our experience. To my disappointment, my appetizers and main course arrived at the same time, resulting in my food being served cold and unsatisfactory. Specifically, the orange chicken with brown rice I ordered was not only cold but the rice was also starchy. When I raised this concern to the manager, rather than offering to remake the meal, she suggested using the air fryer, which I found unprofessional. Even when I mentioned an issue with the pizza, the same response was given, making me feel disrespected. Although the manager removed the cost of both items from the bill, this interaction has left me hesitant to revisit, despite typically enjoying your restaurants. I suggest addressing this matter to ensure better problem-solving approaches by your managers in the future.

On May 30, [redacted], upon our arrival at the Southlake location at 12:05 pm, we requested a table for 10. We were informed our table was ready by 12:20, with a promise of bread to be served shortly. Despite the restaurant not being busy at our arrival, we noticed every table around us received bread except ours. After waiting for 1 hour for both the bread and our starving group's food, which we had ordered promptly, I requested to speak to the management. The manager indicated our food was being delivered, but without any apologies. The manager's demeanor was unpleasant and dismissive. One of our guests ordered a shot and a few drinks, however, upon finding the shot watered down, the waitress mentioned it couldn't be removed from the bill since it had been consumed. Despite explaining how shots are consumed and the lack of quality, the manager insisted on charging for it. As a party of 10 spending over $[redacted], we were extremely disappointed with the service received. Celebrating my son's graduation, we chose your restaurant for its importance. The level of rudeness encountered from our waitress and manager, alongside the extensive wait times for simple items, was unacceptable. Quality service and hospitality are vital, and sadly lacking in this visit.

I recently purchased a large family-sized cheesecake with a variety of flavors, specifically expecting the strawberry swirl. Unfortunately, I received all plain cheesecakes instead. Disappointingly, none of my family members enjoy plain cheesecake, and we had to discard the product as it became too soft. I am seeking a refund for this unsatisfactory purchase. Please contact me regarding this issue at [redacted], as I have not been able to locate an [redacted] number for direct communication. I am a regular customer at your store and would appreciate a prompt response. I hope to resolve this matter without having to escalate it on social media. Thank you for your attention to this matter. Sincerely, Diane Francis.

On July 19, [redacted], I visited the Cheesecake Factory in Topanga with family visiting from St. Martin. I had praised the restaurant's food, but unfortunately, our experience was disappointing. The pasta dish was dry, with poorly seasoned chicken that was not tender. My Tex-Mex egg rolls were undercooked, and our lemonades were not as expected. Despite being a loyal customer for over 20 years at various CF locations, including The Grove, Beverly Hills, Torrance, and Marina, this particular visit fell short. I was so embarrassed that I wanted to take my family to another CF location, but they declined. It's disheartening because I've always enjoyed the food at CF, even celebrating my birthday at The Grove before. #verydisappointed

On August 2, [redacted], in Braintree, MA, I placed an online order for 1 burger, 1 salad, and 2 slices of cake totaling $80 with a tip at 5:22 pm. I immediately received an email confirmation assuring my order would be ready for pickup by 5:52 pm. Anticipating the slow service typical of this location, I arrived at 6 pm. Despite waiting in line for 1 and a half songs at the bakery counter, I was informed my order would take an additional 5-10 minutes. After eventually checking on my order at 6:22 pm, which should have been ready by 5:52 pm, I encountered further delays and subpar food quality. Disappointed by the experience, I'm unsure of what to say next. While I harbor reservations about the customer service resolution, I hope for a positive outcome.