The Cheesecake Factory

Reviews 3

SA

Sarah Han

Curbside/Order to go experience: I would not recommend anyone thinking of using the Cheesecake Factory in order to pick up food on the way home. Last week I decided to order a to go meal at 4 p.m. The the hostess said that would take 15 to 20 minutes to be ready. Including travel time I would have had a short 10 min wait. After waiting 30 minutes I went in to find out where my order was. It was a very hot day and I have been sitting in the car parked for about 20 minutes. I saw a group of waiters standing around talking and my order on the counter I paid for my order with a gift card that I had gotten for my birthday. When I got out to the car my order was made wrong and there was no silverware. I called to the restaurant to explain my disappointment that the order was incomplete and that no one had brought it out to the vehicle. The hostess said can you tell that to my manager? I said yeah okay. I proceeded to tell the "manager" about my disappointment. He said that you have to call the restaurant when you arrive that they cant see you from their windows. No one told me this on the phone. They told me that they would remake my order. I bought an additional cheesecake because I was hungry at this point. After waiting another 20 minutes I called into the restaurant and asked if I needed to call into the restaurant because they were replacing my order. They quickly said it was on its way. A few minutes later the man I spoke to came out to the vehicle gave me my order which now appeared to be correct except for still lacking silverware and said that they were sorry for my experience in that I would not be charged for my food. (He was wearing a white dress shirt and I later found out this is not how a manger dresses) I was surprised and said Wow thank you very much. As I was driving away I realized that I had paid with my gift card and I would not get this back. After all this the silverware was still missing and the burger was nearly raw it was so uncooked. This past Sunday I went back into the restaurant to see if theres anything that they can do. Sundays are very busy at the Cheesecake Factory. I also had a very active toddler with me. While the person taking my order was very polite and helpful, the management did not believe what I said. They said asked me if I had any proof of my purchase and after waiting around 30 to 40 minutes and talking to several people I left the restaurant embarrassed after spending another $45. Cheesecake Factory said it was not their policy to do return payment for errors like i experienced. I left my name and number for the management to call after they "researched" the matter but have not received a call. I have spent over $125 at this restaurant in the past two weeks and I may never go there again. Please do not waste your time with Curbside orders from the Cheesecake restaurant at Washington Square.

TR

Trevor Stevens

Oh The Cheesecake Factory, what a unique giant huge cluster you-know-what of a place. I am honestly amazed that the place runs as semi effectively as it does with how big it is and how many employees are walking around at any given time and the massive amount of customers. The menu feels like a masters degree thesis on how many different dishes One Restaurant can possibly dabble in. It is seriously huge I think I am not being hyperbolic when I say it is probably 20 pages long. Granted there are a few ads in the menu but the vast majority is just page after page of entrees, appetizers, cheese cakes, and desserts. As for the food itself its actually really good. My wife and I have eaten there multiple times over the years and have always been happy with the food we got. The only complaint is that the portions are comically huge and sometimes the food is so overly heavy that you leave the restaurant almost unable to walk if you try and finish your plate. The reason for the one star ding is because they dont take reservations. It seems to be a case of why take reservations when you have crowd after crowd willing to sit and wait. I can understand this but also at least the one near us here is attached to a mall and so parking can be very hard sometimes and then you have to schlep all the way over to the restaurant itself just to find out that its a 45-minute to an hour wait and then they give you a buzzer but you cant really walk the mall or do much because the range doesnt go very far. Im not saying they have to hold a reservation for hours on end but if you could call like an hour beforehand and do a reservation then you could have time to get there and at least have a reservation to get you closer to the end of the line and then if you dont make it someone else will happily take it. Overall though that is a somewhat minor complaint that probably grinds my personal gears more than most people. I guess its because I have kids and so my free time is super precious and I hate using it sitting and waiting for a restaurant. However if you dont mind the wait and all that then you will be able to eat here happily and the food isnt super expensive but not super cheap either. Overall though a very recommended place.

SA

Sara Coulson

I have been a faithful customer since opening day. They have had ups and downs but now the downward spiral of poor customer service has affected most otherwise wonderful aspects. Food still tastes the same but the customer service is inattentive and poorly managed. My most recent experience: took a girlfriend to lunch with my 2 daughters, both under 3 years old, we waited 10 minutes to be seated even though we arrived at 11:00 AM opening time. They had no parties and hardly any customers. Then when they called for us we were seated in the bar area. Very poor choice considering we had 2 children with us. I really dont want my girls watching Harry and Sully drinking and drunk as a skunk for brunch. As other customers came their orders were taken before ours and their food came before ours as well (poor customer service from our waitress). We waited another 10 minutes for the kids plate of bananas and bread, another 10 minutes for our food entrees and the food was luke warm. My oldest daughters order was wrong and by that point I was so dissatisfied I just wanted to pay and get out. The busser did not take any plates until after we left. We had to shuffle plates, utensils, and cups everywhere due to our waitress not removing the extra table settings when seated. We do not need 6 settings for 2 adults and 2 children. We were not asked any questions on what we would like or what would make us comfortable. I had to constantly try to grab our waitress attention for everything. Even to pay the bill! Then at the end when I was paying the bill she put on this show of being so happy and excited to have had us???!!! I felt like Kevin McCallister in Home Alone watching Rob Schneider finger rubbing for tips. Ill come back in 6 months and see if things have changed but for now I would suggest going to Portland seafood restaurant at Washington Square mall. Their staff has been impeccable and food that matches their higher standard of customer satisfaction.

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