Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Wow, I feel ripped off. $30 for shrimp ************** ***** which was more of a mash potato mushroom soup with pieces of meat in it. The menu claimed it was 1700+ calories but I would be shocked if it was even ***** pieces of shrimp & like 4 pieces of meat. It definitely wasnt what a sane person would call a steak.I did reach out to them to let them know and they sent me back an apology & a gift card. Except the gift card was for less than the purchase price. They sent a $25 giftcard for an item that was $28.95, excluding ********** That's when I decided to write this complaint.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I meet with my daughters on Wednesday January 8, 2025 for dinner and make wedding plans. One daughter order dinner that would have included broccoli. Once it came out it had corn. We stated we order broccoli. We were told to scrape it off the plate and return it. Also i order extra ******* sauce which didn't come out with my meal. Once it was to to pay they lost my daughters debit card. That was found 5 minutes later with a couple across from us it which I asked the server to check with them to see if they had it. Last but not least I have been having stomach problems since last night. It is 12:15 the next day. Maybe that ******* was someone's prior to me getting there since that is their policy to scrape food off and return it. I have contacted the business off at this number manager ******* gave me this morning *********** still no return call. I would be contacting the health department on this issue. The bill was way over $100

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On *****************, we celebrated my daughter's 9th birthday at the ****************** location, specifically at ************************************************************************************. Unfortunately, our dining experience took a troubling turn when my daughter fell ill and vomited. This situation may have been caused by unsanitary conditions or by consuming meatballs that contained pork, which were not clearly labeled on the menu.During this distressing incident, it felt as though we were not being acknowledged by the staff. The waiter seemed unsure of how to appropriately manage the situation and merely called someone to clean up without offering further assistance. We ended up taking any salvageable meals to go, but despite the circumstances, we were still charged for all meals, including those impacted by the incident. The overall lack of courtesy, customer service, and professionalism during this event was particularly concerning. Notably, no manager came to address our concerns or provide support.

  Business response

  01/09/2025

  Thank you for making us aware. We will follow up with our guest.

  Customer response

  01/12/2025

  Complaint: ********  

  I'm not satisfied with this response. I spoke with ****, the store manager, and he apologized and agree to give me a $100 gift card. However, considering my $400 order, I think a $200 card would be more fair for all the issues and lack of help I experienced. I tried to call him back at *****************, but I couldn't get through.
  

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is my second complaint against Cheesecake Factory in 2 months. On 12/30/24 I tried to use Chrome trying to online order 1 piece of cheesecake for pickup. Ordering online was required in order to follow their instructions in the Special I was emailed to make a qualifying purchase (mine was according to the fine print), in December to receive 1 free slice of cheesecake in Jan. ***** site wouldn't take my order with Chrome or Firefox. .I could only get the popup error, "We're sorry. We are currently unable to take your order. Please check your payment info and try again." The time I was ordering was probably 11am or thereafter. I called the help phone number, but no one answered and I had to leave a message. My call was not returned in time so I was not able to get the Special. I called twice more 1/3 and 1/7. No one has ever answered this line. I left voicemails and still no return call. .I'm appalled that in 2 months, ** has not fixed the issues with placing orders via their website. This (in addition to ignoring customer contact) not only ticks off customers but loses them money..I'm asking for a few things:1) The ** email address where I can send in the screenshot of the error (the ** staffer that called me after my last BBB claim asked me to take one if this problem happened again.)2) I'm also asking for at least a $25 credit for all my trouble & how I've been ignored yet again by their **************** ******* An explanation of why their site is still broken as far as placing an order online as well as why voicemails left with their **************** line are rarely, if ever, returned..Thank you

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 2, 2024 I visited the *************** Cheesecake Factory with my family. There is a promotion where if you order by the end of the month you will earn a free slice of cheesecake in January. I let the server Saba D know about the promotion and she would only take my phone number if I ordered a slice of cheesecake. I showed her the promotion and read it to her but she still tried to take my credit card and payment receipt without my phone number. I stopped her and told her I needed to record my visit for the promotion and I wrote my phone number on the receipt. The following day I received no confirmation that I had made a visit, Saba D did no record my phone number even though I let her know it was required. I filled out an online survey for Cheesecake factory and explained the issue further. I received a response from *********** ******** oddly signed by the Sr. ******* ***** ********** which said I should have contacted a manager however still did not record my visit. I can't believe the amount of time I'm having to spend to get a slice of cheesecake through a promotion, it seems like nobody at Cheesecake factory is either listening to customers (the waitress), or really reading the issues customers are having (***** **********) and throwing out boilerplate responses. Please address my issue and listen to your customers.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I pre-ordered a tiramisu TRAY for thanksgiving to be picked up the Tuesday before Thanksgiving and be accommodating as the people at the counter said they will be slammed for pickups closer on Wednesday. On thanksgiving, we opened the box and turns out we were incorrectly given a cheesecake instead of a tiramisu. This was absolutely disappointing as we specifically wanted tiramisu and NOT a cheesecake. Obviously, on Thanksgiving not a lot of places are open so we cannot go out to repurchase a new dessert.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive been going to the cheesecake factory for over 10 years. The last few times I went was not a great experience. The waiter as she was bringing me my food they had their finger in the plate which was not OK in the least. Worse, I found something hard similar to a rock on my plate. And the manager just looked at us like we were fools and said we had the option to dine elsewhere. And the food taste different too It was a very poor experience. This was in *********** *********

  Business response

  12/17/2024

  We will follow up with our guest.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I wasnt feeling good Monday so I decided not to cook and order out. I remembered that I had a $15 gift card from Cheesecake Factory due to a bad experience on my last visit. I called to order because there isnt enough characters in the special instructions to modify my order online. I called at 3:01pm & a young lady answered the phone. I told her that I wanted to place a carry out order & she said okay let my connect you to the bakery. I waited on hold for almost 10 minutes when I decided to hang up & call back. When I called back a ***** *** answered, I told him that I had previously been on hold for almost 10 minutes & that I was trying to place a togo order. He failed to acknowledge the hold time & said that hed transfer me & that they werent busy so they should answer. At that point I asked for a manager. I waited on hold for almost 15 minutes. I decided to drive over there while on hold to see what was going on. I asked for a manager as soon as I walked in & the young lady went to get *******. When she came over I showed her my phone was still on hold to speak with a manager but was able to get one as soon as I arrived. I explained to ******* why I was upset & how my experience was a display of terrible customer service. She apologized & asked if I still wanted to order & I said yes. At that point I had already wasted 30 minutes of my lunch time & was risking being parked in the loading zone & was in a lot of pain so yes I wanted to still order instead of going somewhere else wasting more time. She told me that she would expedite my order & offered me a slice of cheesecake. I thanked her and gave her my order. I placed my order 3:26pm, I didnt walk out of there until 4 minutes to 4pm. When I got home I opened my order & the portion size was small like a half portion ********* was dry, definitely not worth the issues, time, or price! I was so upset I couldnt call. I just cried & got back to work, late. Cheesecake Factory really has to do better!

  Business response

  11/24/2024

  We will follow up with our guest.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Last week I tried to use Chrome trying to online order 1 piece of cheesecake for pickup and apply the **** for another slice coupon I was emailed to the order. I keep getting "Sorry cannot apply Reward" errors. I wondered and asked: Does an online order for 1 piece of cheesecake qualify for use of the **** for another slice coupon? Is it because I was ordering before posted Open hours? If the latter, their site should state this. I doubt it was the former since I was able to drive in to order and they took my e-coupon, but if so, that should be explained.- I tried to place the order using Firefox, but it wouldnt accept my logins, and told me theyre invalid or something. I have these written down so I KNOW they're correct. So I tried using the Update Your Password popup box. That box should make it clear that the pw reset info is coming to my phone, NOT my email account as implied. Very frustrating.- I tried to use their Contact Us form, doing all the Captcha stuff, but the Submit button does nothing when clicked and my message is stuck. so I couldn't get a message out that way via website. - I called Guest Svcs twice over 2 days ***********) and twice got, "Unable to take your call...write us via ******************************************************************." Plus the last time, I left a voicemail and no one returned my call. I waited a few more days and still no response from the complaint I sent in via their website.This is all super poor functioning, bad service, and an inexcusable way to treat customers. I'd like to know if CF is aware of these issues, have an apology from the company incl. an explanation of what's going on, to know what CF is doing to fix these issues, and at least a $25 credit for all my trouble & how I've been treated.**** ****** Nashville, **

  Business response

  11/17/2024

  We followed up with our guest.

  Customer response

  11/18/2024

   
  Better Business Bureau:
  
  Someone from Cheesecake Factory corporate called me, we discussed, and their resolution is satisfactory to me. Thank you for your help lighting a fire under their butts.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While sharing a single piece of cheesecake, my friend and I found a huge shard of glass in our food. We had our appetizers removed from the bill but were asked to pay for the drinks and slice of cheesecake. We have video and photo of the incident before the manager took the glass away from us without us saying she could dispose of it.

  Business response

  11/07/2024

  Thank you, we will contact our guest.

*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. ↩