I don’t know why this place doesn’t have more stars. I’ve never had a bad experience here. Food is great and always leave very full.
Let me first say I love the Cheesecake Factory and find it a treat as the closest one is an hour away. However today was the worst experience. First we waited an hour to be seated. The service was horrible food took almost an hour to receive then was cold and dry like it had been sitting under the lamp for awhile as others at our table received there food as others were basically done. The manager on duty seemed clueless. Then we placed a to go order and waited long for that also then when asked where it was the manager stated it somehow disappeared. Tonight’s whole experience was just plain awful!!
I'm so disappointed to write this review because I love Cheesecake Factory and have rarely ever had a poor experience here. However, after waiting over 1 hour for our food (arriving in 3 different deliveries over the course of 15 minutes, so our table of 4 couldn't begin eating at the same time) which was either overcooked or lukewarm, we asked to speak to the manager, Rodney Mendez. He had kindly come to tell us earlier our food was going to be delayed due to a kitchen back up. He only apologized for the delay again, so I asked what could be done for the table since it had been such a long wait, as he'd noted. He offered free slices of cheesecake for each of us (already on half-price special) and I requested a complimentary remade version of one of the entrees to-go since it had been inedible as well. It took another 30 minutes for the dessert to arrive and then another 30 minutes to get our check sorted because Rodney said it was a miscommunication and that he could only comp the already - discounted desserts or the entree, but not both. I explained how we've never had an experience like this one, we've come to expect great food from Cheesecake Factory, and that I was incredibly disappointed that both requests weren't being honored after a 2.5 hour visit due to the inefficiencies of his kitchen. He stolidly refused to comp both items, a possible explanation for why the restaurant was so poorly run on a busy day (lack of managerial expertise and customer service). Our poor waitress was the one who brought over coupons in an effort to apologize and get us to return. We hope that after contacting Corporate as well, some attention will be paid to this struggling franchise.
I want to leave a good review for this place because I really like the cheesecake... but that's about the only thing that I like about it. The seating options here are terrible, with the majority of two-person parties being sat right on top of each other. I mean, literally, you are eating your meal with the people next to you on both sides. Every time I've been here, we are sat in this terrible section (which is quite large) and you have to deal with the smell of other people and their food and all of their conversation while you try and have your own... the problem is that it's always so busy, that when I ask for alternative seating, it takes 20 or more minutes to see if a table would open up. I love the idea, but they dropped the ball on food that is generally blasé combined with slow service and to boot, this terrible hostel-style, seating.
My first time at Cheesecake Factory. It was my birthday dinner and it was on a Wednesday. We tried to go a couple times before in the past couple years but the wait time was over an hour to two hours so we were surprised when we got there and was told a 45 minute wait. We went to the bar and low and behold after 10 minutes we had a table. It was a 2 seat tiny table cramped next to a bearer but we didn't care about that. The waiter was nice and attentive but it seemed that he was still a bit new when he put in 2 side salads and a larger meal type "baby" salad was delivered. He stopped quickly to apologize and took the salad away then brought the correct side salads. I have IBS and I'm lactose intolerant so I had to make some adjustments to my dish. He was very understanding and accommodating. My boyfriend got the Steak Diane and the Sauteed Shrimp in white wine sauce I got Herb Crusted Salmon with green beans. His dish was wonderful. Mine was very good but a bit heavy on the butter and we noticed that both dishes were a bit too salty. Desserts were heavenly as they should be. I had the Dark Truffle Chocolate cake and he had a Strawberry Dream Cheesecake. We would love to go again but during early mid day on weekends or very early or very late on weekdays so we do not have to deal with long waits.
Update to owner's response: thank you very much for your acknowledgement! My husband did indeed already complete the web form on Sunday and we look forward to your follow up.
2nd update: No follow up. Will not be returning.
The Cheesecake Factory is a US Restaurant based in Richmond, Virginia. The Cheesecake Factory is located at 11800 W Broad St, Richmond, VA 23233, USA.
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