ComplaintsforThe Cheesecake Factory

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in *************, ** in Dec 2023. I was at one of your outlet having a great time with my gfs. I saw your promotion that with a $50 gift card purchase, I get a $15 bonus gift card. So I did thr purchase. However we didn't use all the $65 on cake purchases. I came back to *****, so I wanted to take my kids to enjoy your fabulous cakes, since I still have left over $$$ from my gift cards, when we went there, the outlet was packed and thr wait time was 2 hours. So we decided not to wait, I thought to bring them back on a weekday instead. Unfortunately, when I wanted to use it, I realized that it expired on February 29th 2024. I went to your website customer service and related my predicament. I just asked for a replacement of my $15 gift card. But I was denied.My boys were so disappointed. Times are hard nowadays, we were hoping to stretch our $$$. Hope this gets to someone who is more empathetic.

  Business response

  05/03/2024

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I dined there on Saturday, February 24th 2024 and had my reservation for 7:45. We got the bill for the amount of $180.20, I did NOT authorize a tip nor did I sign my bill. We were very unsatisfied with the ***************** of food so we paid the bill & left. That following Tuesday, February 27th I look at my bank statement and noticed I was charged an extra $32.44 totaling the bill amount to $212.64. After calling the restaurant and speaking with one of the managers I was told I would receive a credit of that $32.44 within 7-10 business days. After checking my bank statement once again I still have not received my money back that was fraudulently taken from me.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i purchased 2-$50 gift cards at christmas which were supossed to come with 2-$10 extra gift cards. when i tried to activate them they were $0 on the cards. i called the corporate office they said they would fix it. when i tried to activate them, all the cards showed $0 on them. i have called severall times with no call backs.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Saturday, March 2nd I placed an online order for brunch. I had approximately $6 left on a gift card that was stored on my profile with The Cheesecake Factory online. I noticed it when placing the order. My meal was a little under $20, and the remaining balance after the gift card was used was around $13. I placed the order using my bank card to pay the different, I was charged but then there was a pending credit for the same amount. This was odd, so I placed the order again using a different card. My bank account was debited with no issue, but the online order didnt go through. I immediately called Cheesecake Factory to explain what happened, and to ask them if they could please place the order because brunch was ending in a few minutes. I shared I would come upstairs in a few minutes and show them the charge on my account. I was told to speak to a manager once I arrive which I did. I asked for the *** and a lady named ****** said she was, she appeared to be frustrated and I asked was she the actually *** she then stated that she was the assistant gm. I explained thoroughly what took place, and pulled up both my online bank account ledgers to show her I was charged twice, one charge being reversed, but not the other. Xxxxxx did not want to look, and said, What youre trying to do isnt working!. I said what do you mean, what Im trying to do, as if ** trying to commit fraud by lying about a charge to receive free food. I was so embarrassed and felt so humiliated with guests around. I took screenshots of my bank account showing just ********************** charge that went through and enlarged it so she could see clearly, but she refused to look. I then asked her could she look on their end to see any charge, but she stated there were none. ******, I believe her name was said she wasnt going to look again, and that if I wanted my food then Id have to pay a 3rd time, and take it up with my bank. I asked her why was she behaving so nasty towards me, ****** saysYoure nasty. I was taken aback! And said wow!! I couldnt believe I was treated that way. ****** looked at me as if she hated black people or as if I was a scum of the earth, either way she was disgusted and it showed quite well. This was very disappointing and upsetting, Im an assistant director in the mall and my team and I visit often, this of course will now change. Please hire people who dont stereotype certain people as criminals.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought $200 worth of gift cards for relatives to receive $60 in bonus cards. I tried to use the gift cards on 3/4/24 only to learn that the cards expired 2/29/24 a mere 4 days prior. I asked The Cheesecake Factory if they would extend the date for immediate use and they refused. This business practice reeks of rigid rule adherence vs. adjudicating a legitimate, sensible customer request.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Details:February 17, 2024, approximately 5:00 pm I was a diner in this establishment and was treated in a very rude, abrupt, and disrespectful manner. This manner was addressed with the manager, and I requested to have my concern escalated to ensure the issue doesn't present itself in the future. I was advised that I could call and/or go online to have my voice heard. I left a voice message that day and again that Monday. That Wednesday, after not getting a response, I also filed an online submission detailing the information and even offering to provide a video and witness statement from someone who was not even in my party. I have yet to hear from anyone at the Cheesecake Factory to offer follow up or resolution in this matter. Your support in gaining their attention to address this matter is appreciated.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am not one to complain about this business as I genuinely love their service and have been here numerous times for the excellent waiting staff and food. However, on February 25, 2024, at 12:30 pm, my family and I went to eat at *********************************************************. We all enjoyed our food without any issues except for the salad that my wife ordered. After consuming it, she quickly fell ill and experienced intense stomach issues within a short period of time. No other food was consumed afterwards since she was diagnosed with food poisoning by a local doctor. Although she has now recovered, I felt it was important for you to know about the issue with the lettuce or vegetables.I have never complained before, but this incident unfortunately ruined our vacation as we lost two days of our family trip to *******. Is there anything that can be done? I would be happy to provide my credit card information as proof of my transaction at your establishment.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I frequently order delivery from the Cheesecake Factory at ****************** in *******, *****. I always ordered the Parmesan crusted chicken with ******* sauce and no potatoes. Sometimes I order with extra chicken well. However on February 22, 2024. I made an order through DoorDash but I did not request extra chicken this time. However, the restaurant charged me for the extra chicken when I did not request such. Also, the chicken was delivered undercooked and soggy. I contacted ******** to see if they could rectify the situation but they refused to transfer me to a supervisor so I contacted the Cheesecake Factory directly and asked for a manager. I spoke with ****, who was very condescending and rude even acknowledging with an irritating tone that he knows my order. When I asked why did they charged me for the extra chicken, he claimed he did not know why. I asked for a refund not only for the extra charge but because I told him the chicken was soggy and undercooked. He said there was nothing he could do but send me a gift card via email. Well that does not rectify the situation. I do not have any food to eat and Im out of $42.66 because of their mistake and overcharging me and providing a meal that was not satisfactory not satisfactory. I do not appreciate being disrespected by **** when he knows I order everyday from this location. I have the receipts. I also do not appreciate **** lying and saying he could not refund me when he could have just called order support with ******** and requested it.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited this restaurant on 02/10 for dinner with my wife. We had ordered the lettuce wrap with chicken and then extra side of chicken, avacado rolls and bang bang chicken. All of this was entirely shared amongst ourselves. While eating the lettuce wrap I noticed a foreign object in my mouth which i was chewing and then noticed something wasn't right so i pulled out of my mouth and showed to manager ***** at the Burlington store. He confirmed with the kitchen manager that it was a piece of cardboard which was 3-4cm long and it seemed like it wasnt a big deal for him which is a bummer. The morning of 02/11 I started experiencing diarrhea and vomiting around 8am and I am sure was due to the cardboard in our food and swallowed some pieces. My wife din't complain anything but that scares me because she breast feeds our 4 month old baby. This was an awful experience and all what ***** did was took off the lettuce wrap and avacado rolls my bill and i still had to pay 28$ towards bang bang chicken which is ridiculous. These guys messed up and still asking me to pay 28$? And now i am ill on top of it. He didnt even change our lettuce wrap dish and told us to consume the rest of it. I can actually go and sue ********************** for this negligence and then not cooperating. I then called the ** **** next day and explained the situation and he decided to give me $100 back in GC for the inconveneience only after I insisted too much and then $30 which I had paid were given back. I was ill that entire sunday and that compensation amount of $100 wasn't enough to make up for what I had gone through. **** reached out to Cheesecake factory corporate to get additional $150 but they refused which is ridiculous. If I dont get that additional $150 from corporate, I am going to file a case with food agriculture department. This lady ************ from cheesecake factory wasn't cooperative at all and I am not going to deal with people like her. I need this to go high up in the chain My check# ****.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This weekend is our wedding weekend. My family decided to go to Cheesecake factory at ************* to celebrate or union. It was one of my favorite restaurant many years until, the heart breaking experience we had to endure this Sat evening 1/27/2024. I receive a text that our table is ready at 8:53pm. We sat on the outside area of the restaurant. At the time, it was a very long night so we proceeded to order our drinks including appetizers, and my other two family members went straight to ordering the main course. Through out the devastating night, The waiter was showing up, every 20 mins apologizing every time he showed up. It took us 30 mins just to get our drinks from the time we sat down. He kept forgetting our drinks, going back coming back 20 mins later, without the appetizers, than advising he forgot the bread that comes to the table that's suppose to be complimentary. We had to remind him about the appetizers, and bread sticks throughout the entire night, in which all entrees received was cold! It was the worse customer experience we had ever encounter! We felt every time he came to the table, it was an issue. Throughout the ordeal he keeps blaming the cooks and the staff to the reason why entrees and food was a delay and cold! He never took ownership and it took my other two family members over a hour, to receive the main course that they initially order from the moment they sat down. It was soul crushing to see my family receive there food two hours later (which was cold), because of a failure. I requested to speak to the manager on duty four different times! I literately had to get up and find the manager **** myself. I explain to her what we went thru, and how special the night was suppose to be. She took all of our untouched cold food to the back, and left us hungry and starving, to turn around to try to stick the bill to us! There was other customers near me that complain too **** and was upset. We left at 11pm, with most places closed and hungry!!

*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. ↩