Business Profile
Restaurants
The Cheesecake FactoryHeadquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
There was GLASS in the cheesecake and it cut my mouth. When we told the waitress she went and got the manager. She came over and reacted so shocked and concerned then still made us pay for the cheesecake and only took appetizers off the bill. She took the glass too. We were too shocked and surprised to say anything. This was the cheesecake in King of Pressure PA.Business response
11/05/2024
Thank you for making us aware. we will follow up with our guest.Customer response
11/05/2024
Complaint: 22514188
I am rejecting this response because: There was no resolution.
Sincerely,
******* *******Initial Complaint
11/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I would like to file a complaint against The Cheesecake Factory Inc.The local branch responsible for the problem is located at ****************************************. Phone: **************.Me and my family believe we are victims of intentional false advertising. The product we received does not comply with the website description, photo, and verbal assurances I received while ordering over the phone. Additionally, the product we received was unsuitable for the long-planned celebration and caused distress and disappointment. We tried to address the issue with 3 different managers at this location. They identified as ********* ******** and *****. And another representative at the corporate office who did not identify herself. Each one of them did not provide a refund, suitable replacement, or any other resolution.Business response
11/04/2024
Thank you. We will follow up with our guest.Customer response
11/09/2024
Complaint: 22511859
After we presented evidence for false advertising and deceptive practices illegal under the ************************ Act, section 5, the Cheesecake Factory employee ******** **** acknowledged the company is aware the product description on their website and online ordering system does not accurately reflect the actual products they sell. She assured me they are working on a fix. However, she refused to collect the inadequate products and refused to provide a full refund.
Sincerely,
******** *****Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 19, 2024- I placed an advance order for food to be picked up at a certain time. However, when I got there the food was not ready and the server could not find the food even with a copy of the order shown to him. As a result, I waited almost and hour to get it resolved/get the food. The food was not edible for most part- Mac and Cheese especially, it was like the rushed the entire order. I filled out a survey with my disappoinment. I am extremely disappointed in Cheesecake Factory. I filed a complaint after horrible service on 10/19/2024. I was contacted by a manager name ******* *******. She stated she was going to follow-up on my conerns and to respond to the email or call. I attempted to make contact three times 10/23/2024, 10/30/2024 and 11/02/2024. I am requesting a full refund. This goes to show the service of the location and their hospitality or concerns about their customers. I am follow-up again in hopes, I get my money back. We are going on three weeks and no contact. Why would they not respond. After this, I plan to contact BBB and provided them with my emails as proof that no response made. This is extremely disappointing. No intention as of now to ever return to the location. If upper management wants to review my attemps of trying to contact the manager, I will be more than happy to provide a copy for review.Business response
11/04/2024
thank you. we will reply to our guest.Initial Complaint
10/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 10/21, I purchased a 10-inch ***** ***** cheesecake to be cut on 10/22/2024 from the chessecake, in *************, *********************. On 10/22/2024, we didn't see any berries during the cutting of the cake. After a review of the cheesecakes on the site, we saw that we were given a 10-inch celebration cake. On 10/23, I completed two contact form requests and am still waiting to hear back from the Cheesecake Factory. I am seeking a full refund of the $68.95 back to my initial form of paymentBusiness response
11/04/2024
Thank you. We will follow up with our guest.Customer response
11/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I received a total of $75 dollars in gift cards for the cheesecake factory and I am satisfied with the suggestion.
Sincerely,
**** ***Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
My husband and I went to Cheescake Factory to celebrate my birthday on 09/28/2924. We had reservations for 430pm. We arrived at 4:20pm and waited 30 mins to be seated. Once we were seated we waited another 30 minutes before anyone came to our table to take our order. Our food did not come out until 45 mins after the order was taken and our food was cold ( mash potatoes and chicken) my shrimp scampi came out without any noodles just 3 shrimp and very little sauce. We asked the server and he told me if we order a combination meal we do not get pasta with the shrimp scampi then I asked why did I only get 3 shrimp he could not answer that. We left there upset and disappointed what has happened to the Cheesecake Factory ? When did you start bringing out cold food and only giving half meals when pasta comes with the meal I am so disappointed. We spent over $100 and left a tip we have tried calling your corp office only to be transferred to a voicemailBusiness response
10/07/2024
Thank you for making us aware. We followed up with our guest.Customer response
10/07/2024
Complaint: 22390959
I am rejecting this response because: I have not received a call /email / or text from Cheesecake Factory. They have lied to the BBB office. They have not made any attempt to contact me.
Sincerely,
Crystal DunstonInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Wrong order received for $73+ (after taxes) purchase, called restaurant back and instead of making it right for the customer, the staff hung up after hearing what had happened. Spoke to manager and the manager defended his staff with the following excuse:"the girl that answered the phone and hang up may be a different girl than the one who handed you the wrong order", basically implying that this type of behavior is completely acceptable after the staff gave the wrong order and instead of doing the right thing to make it right, they can just hang up when you called ******** #1: the bag has a list of items ordered, Grand Fried Calamari $19.95, The Bacon-Cheese Burger with French Fries $19.95, Wood Grilled Fresh Market Fish of the Day $27.95 Photo #2: what's actually inside the bag, A) small container of cheese-like sauce, not sure what it is for, maybe to dip with the chips? B) medium empty container that had 5 pot stickers that I ate during the long drive back to ** from *****. C) 4 tiny pieces of baby burger that I ate 2 of them during the drive D) large box of tortilla chips. E) napkins and plastic utensils There's clearly no fish, no bacon cheese burger with fries and no fried calamari.Business response
10/07/2024
Thank you. we will follow up with our guest.Customer response
10/07/2024
Complaint: 22388582
I am rejecting this response because: The Cheese Cake Factory did not follow up with the customer. All other companies follow up with customer first before they respond to BBB.
Sincerely,
Yun YouInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My order was incorrect after I realize my order was incorrect. I called back cheesecake factory and I was told by manager **** that I would be able to come in and get my order that was wrong corrected. It was a chicken Madeira and it just needed cheese and it came with the wrong side. Today I called to do the steps that I was told to do I spoke with general manager, **** and **** told me that thats not what they do. Preceding **** asked me for the date that I came in. I told him the date that my brother came to get the food and he told me that that check was not on the system. Had I been told I needed to keep my receipt I wouldve kept my receipt with no problems. Proceeding **** told me that there was nothing that he could do to correct my order. I live 20 minutes away from this specific cheesecake factory. After that when he couldnt find the order, I asked him if he could politely contact the manager who was not in the office that day to ask him to verify that this is what he said to me. After he did not call me back after I had already been on hold for 30 minutes **** proceeded to tell me that **** was not even in the country that day. Then he insinuated by saying oh, maybe you couldve gotten the name from a business card. Implying that Im lying about my order which was extremely offensive. This happened after he was already disclosing to me that people came in to make up orders and lie all the time. So now thats twice that he insinuated that I was trying to get free food. I have no problem with paying for my own meals. The only thing is when I am told that this is what I need to do for a company to resurrect there wrongs and I follow those steps and procedures, and then Im being told that Im lying is very insulting. I also have the phone call recorded. to be very clear. The only reason I started recording the conversation was after the first time he implied that I was lying.Business response
10/07/2024
Thank you for making us aware.Business response
11/05/2024
Thank you for making us aware.Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8/17/24, I dined at the Cheesecake Factory located at *********************:**********************************************. I specifically ordered a lunch portion, which was confirmed by the server. Upon receiving my meal, I noticed it was larger than expected but assumed it was their standard lunch size. I was only able to consume approximately half of the dish.When presented with the bill, I discovered I had been charged for a full-sized portion instead of the lunch portion I had ordered. I immediately brought this to the server's attention, who acknowledged the error and apologized. She stated she would consult with the manager to resolve the issue.However, the server later informed me that the manager had decided no adjustments could be made to the bill. As a result, I was compelled to pay for a more expensive item that I had not ordered.This situation left me feeling misled and overcharged. I believe it is unreasonable to expect customers to pay for errors made by the establishment, especially when the mistake is acknowledged by staff.Desired Resolution:I am seeking a refund for the difference between the lunch portion I ordered and the full-sized portion I was charged for. Additionally, I request that the Cheesecake Factory review its policies regarding billing errors to ensure fair treatment of customers in similar situations.Prior Attempts to Resolve:I attempted to resolve this issue on-site with both the server and, indirectly, with the manager. However, my concerns were dismissed without a satisfactory explanation or solution. I also submitted feedback online at the company's webpage about this issue but have not received any response. This complaint is filed in good faith, with the hope of reaching a fair resolution and preventing similar incidents for future customers.Business response
09/03/2024
Thank you for making us aware.Initial Complaint
08/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
8/15/24 CLOSED WITH NO RESOLUTION BUSINESS: CHEESECAKE FACTORY (and DOORDASH)MY NEXT STEPS: IN ** and MO, REPORT CHEESECAKE FACTORY to the CONSUMER AFFAIRS DEPARTMENT, CONSUMER FINANCIAL PROTECTION BUREAU, STATE ATTORNEY GENERAL, and DEPARTMENT OF HEALTH-FOOD SAFETY On 7/22/24, I ordered a shrimp fettuccini meal from the ************, ** location at the *****************. The shrimp was rotten, had discoloration and left slime indentations in the noodles. On 7/23/24, there was no attempt by the restaurant to reimburse me for food I couldn't eat due to fear of sickness. DoorDash, the meal delivery merchant, only gave me a $10.00 credit and refused to compensate me for the full purchase price of $30.50 for the uneaten pasta. The response from the Cheesecake Factory manager was also unsatisfactory. During my call to her on 7/23/24, I explained that the food was not edible and is a food safety issue. She failed to respond in a proper manner to the service issue. I informed her that the circumstance was a violation of food safety regulations and was rushed off the call. Furthermore, a caesar salad I ordered with salmon contained about 50% of rotting lettuce. I ate the lettuce that was fresh and had to toss out the rest. I received no acknowledgment about the salad complaint. The meal was $80.00: pasta $30.50 and salad $21.90. The other food items and a beverage was not disputed. ******** was also unhelpful and empathetic when I informed them of the brown lettuce. Both companies provided poor service. The refund and credit policy of DoorDash is predatory and is considered as an unfair business practice.Desired settlement:Refund; Contact by the businessInitial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There was a visit to a cheesecake factory at ************************************************** What started the visit first was that we were given two types of hard inedible bread. I'll order took an extensive long time to come. Approximately 39 minutes in an empty venue. When we shared the concerns with the waitress about the bridge, he says add forty five minutes before closing.They make no more bread or something.Some excuse that should have been given to us.Prior to ordering. Shrimp scampi that I ordered came with fried shrimp instead of just the usual version of shrimp scampi. The pasta called ****** came for my significant other Without the extra chicken as ordered. The experience was not good at all. We have no desire to ever attend that location ever again. I have attended cheesecake factory inn Towson, ******** in the past, and there was no problem like that. At that location, it was a large party of us which included children and of everything was okay. Unfortunately this experience seemed like wasted time.Business response
09/02/2024
Thank you. We will follow up with our guest.
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Contact Information
Customer Complaints Summary
151 total complaints in the last 3 years.
50 complaints closed in the last 12 months.
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