ComplaintsforThe Cheesecake Factory

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the cheesecake factory today and I bought my items and the food took awhile to come out and one of the cooks stated that they messed up on the food and that they will bring it out soon. The food that was brought out was lackluster and didn't fit the 176 that I paid. I used my card to pay for the food and I looked at my card statement and saw that I was charged 211 instead of the 176 that I was supposed to so on top of getting a lackluster experience I was also stolen from without my knowledge so I want my money back it's been a terrible experience.

  Business response

  07/11/2024

  Thank you for making us aware. we will reach out to our guest.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While dining on 6/9/24, I told the server, *****, that the mandarin oranges in my Chinese chicken salad were rancid. She responded that she would tell the cook. I ate half of the salad and packed the rest of it. About two hours later, I began to feel ill. Throughout the night, vomiting, diarrhea, fever, chills, headache, and body ******* surfaced. I visited the doctor the next day who stated that the symptoms align with food poisoning. I gave her the salad for laboratory testing and then phoned the restaurant. I spoke with ****, the manager, who took a report but otherwise didn't seem too concerned. He offered a gift card to which I quickly declined and stated that I was quite fearful of returning. He never offered to refund the purchase price of the food that caused the incapacitating illness.I then contacted the **************** via their website and recounted what transpired. I requested that the price of the tainted chicken salad be refunded to me. ***************************, a general liability specialists, from the Cheesecake Factory contacted me via email and demanded that I submit medical records for her to review. I then questioned this demand and asked to view the company policy that states this requirement. I also inquired where this policy is posted at the restaurant. She then stated that The Cheesecake Factory does not provide written copies of its' refund policies to customers and that they do not have to display their refund policies at their restaurants. I then informed her that it is against the law for US companies to conceal their business policies from customers and that this practice amounts to concealment of facts in the sale of goods and services.

  Business response

  06/21/2024

  Thank you for letting us know. We will contact our guest.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $50 gift card which had a special $10 bonus gift card as part of the purchase price.The bonus card received indicated that it expires June 5th close of business.I attempted to use the gift card mid day June 5th but when I entered my email address to retrieve the online gift card I got an error saying that it was not valid.On the same day, June 5th, I reached out to the customer support email provided on the email **************************************************** confirmation and received a response June 6th telling me to call a phone number **************.I now called that number and was told they cant do anything, at which point they provided another number for a company that ended up not being affiliated to the Cheesecake Factory at all.

  Business response

  06/14/2024

  Thank you. We will follow up with our guest.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  My information exceeded the characters. So, please read the attached complaint.

  Business response

  06/06/2024

  Thank you. We will follow up with our guest.

  Customer response

  06/18/2024

   
  Complaint: 21809358
  
  I am rejecting this response because:

  RE Complaint ID: ******** Although the business stated they would contact me, I have not received a telephone call or letter from them. Therefore, this matter is not closed and I ask that you reopen and the complaint. Thank you
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We went to the restaurant on April 21st 2024, we went to have lunch and everything went perfect, but we additionally order some bread to take home which was charged also, they gave us the bread packed in bags. When we got home the bread was over baked and burned and hard. We called immediately the restaurant to notify about this to the restaurant manager but she didnt do anything (we were at least expecting to offer to exchange the bread for a fresh bread, but nothing was offer, or a reimbursement)

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

  Customer response

  05/03/2024

   
  Complaint: 21633594
  
  I am rejecting this response because:

  Nobody from Cheesecake Factiry has contact me
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to the Cheesecake Factory in **********, ** around 4:30 p.m. on Thursday, April 18th. We had a party of six and were celebrating my birthday. First, we sent our bread back because there was a spot of green mold on it. Next, one of our meals had a cricket in it in which we told the manager. One of my daughters became ill and missed work the next day and then another daughter, when she went to eat her cheesecake said there was wax paper "in" her cheesecake. This is my favorite restaurant. The manager was going to contact me and I have not heard from her. We spent about $300 and I would like my money back.

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On Sunday, March 07 at 5:30 pm myself and 11 others dined here.Checks were split between 4 cards. I paid via the ** code on the receipt given and received confirmation of payment and a receipt to my email. My bank also sent notification of the charge to my phone. As we were getting ready to leave, our waiter stopped me and stated my tab had not been paid. I puled up my bank statement and receipt and let him see. He stated "must be our computers, but I trust you" and told us to have a nice day.As we were pulling out of the parking garage, my friends bank notified her that Cheesecake had charged her over $200 for her $60 meal. So we went back to Cheesecake to figure out what happened. She went in first and was told that I walked out on my meal so they charged her card for it instead. (which is fraudulent). I was then told to come in. I asked for the manager again and as soon as he approached he began berating me for essentially "skipping out on my meal". He raised his voice and was extremely unprofessional. He even stated, word for word, that "I could've called the police on you, in fact I should have. But Instead I chose to make sure a $150 tab wasn't going to be able to walk out the doors. You walking out didn't give me the right to charge your friends card, but it's better than me calling the police right?"At that point I asked how he could charge two different cards for the same meal and not se that as fraudulent. He stated he did not charge both cards because I never paid.I then proceeded to show him my receipt sent to my email, which showed the card that was charged and the amount, as well as my bank statement that shows the money came out. He finally stopped being an a** and decided to look into it. After not being able to figure out what happened, he asked if he could take a picture of my receipt and assured me that the second charge would be refunded by that evening. He then proceeded to charge the card again. Which now means we've overpaid by over $400.

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

  Customer response

  05/06/2024

   
  Complaint: 21552326
  
  I am rejecting this response because: there has been no contact made to myself or the other guest with an issue. There has been no refund either.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible service. Waited over an hr to get a table, and another hr to be seated. Once our food came the food was cold & very small portions. Asked to speak to a manager and was told it could take over 25 minutes since it was a very busy weekend. I left my information they said they would contact me back, its been over 2 weeks, never heard back

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 3rd. I went in based on an email.i revieved for a free cheese cake slice. The lady pulled up my phone # ********** she said I have to purchase something in order to get the free slice. I handed her my phone to show it said nothing about a purchase. She said she will talk to her manager. When she came back she said the manager said I have to kaie a purchase. I then said to her but the .email didn't say anything about a purchase because usually when I get these things it usually tells me I need to purchase something to get something free but it didn't Say that she asked if I wanted to speak to the manager. I said what's the point of talking to him if he has not even saw the email but going to say the same you said. I preceeded to ask her who she spoke with as far as manager she said his name was ****....very poor advertising on cheesecake factories part and very poor managerial skills. If you're going to advertise something free then it should shoe up on the account as free...and for the mangement to just say that I have to make a purchase and nor bother to come see what I am speaking about is poorly handled. I would like a gift card in return for this poor service because I felt it should be handled appropriately. I wasted my time money and gas to get something that was advertised and a different story once you get there

  Business response

  05/03/2024

  Thank you for making us aware. We will contact our guest.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22, me and my family visited the location in ********** ************** for dinner. While we were eating our food my daughter said mommy look its a bug indeed it was a ***** crawling on the back of the booth I started screaming and jumped up on the chair because I am terrified of bugs! My son began recording it all! On the floor under the table was trash everywhere I took pictures of that too! No wonder roaches was running around it was trash and bread rolls from the past customers we literally was sitting in it before looking down seeing it! We lost our appetite I felt like things were crawling on me or possibly in my food. I reported it to the head manager and she sent us on our way with no concerns of our well-being knowingly we had pictures and videos of what we experienced we even told her we were contacting the health department I am a nurse we are mandated she didnt care! I indeed contacted the corporate office right away! Our waiter **************** at table 64 killed the ***** but she didnt seem surprise she said I m sorry about that and that was it! The manager blamed it on the workers she said they should treat everybody the same what ever that supposed to mean! I spent $93.30 and my son spent $53.00 on our **** cards and we want a full refund for both of us and also gift cards for us to enjoy the experience at another location we deserve that because we definitely didnt enjoy our meal tonight! I had high expectations for this restaurant and I am totally disappointed I want my refund and gift cards for me and my family. I tried to upload all the videos and pictures we took of the trash and *********************** killed but its stating they are too long!

  Business response

  05/03/2024

  Thank you for making us aware. 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. ↩