ComplaintsforThe Cheesecake Factory

Name: The Cheesecake Factory
Address: 26901 Malibu Hills Rd, Calabasas Hills, CA, 91301-5354, USA
Telephone: (818) 871-3000

Restaurants

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to this location on July 8th. I did take out and it was for dinner. I ordered a mushroom rigatoni, gumbo and cheesecake. The mushroom rigatoni did not have any mushrooms. The gumbo didn't have any shrimp and had a e very little bit of sausage. I spent over $60 for a meal I did not enjoy. This location is in ******** and I live in *******************. I did a review and got a response back saying for me to use the general question area and they would get back to me. I've filled out more than 3 forms and no one has gotten back to me. It's been over a month and no response. I would like to get a refund back please.
Business response
08/12/2024
Thank you for making us aware. we will follow up with our guest.
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Business response
07/25/2024
Thank you for making us aware.
Customer response
08/03/2024

Complaint: 22041691

I am rejecting this response because the referenced matter has not been completed.
The responder is away and will possibly respond upon a return to work.

Sincerely,

*********************
Business response
08/05/2024
Thank you for the updated response. We spoke with guest on 7/27/24. We consider the matter resolved and closed.
Customer response
08/06/2024

Complaint: 22041691

I am rejecting this response because:
I have not been compensated for the $80.00 I spent on the food order.

Sincerely,

*********************
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
When we arrived, the restaurant wasnt that busy. Plenty of open tables in dining area and patio. We were told ***** min wait for the patio. We provided name and phone number and then told itll be about ***** mins. After waiting about 25 mins, I went to check the time on my phone because it had definitely been more than ***** mins. I was sent a text message saying our table was ready that was sent 6 mins prior to me seeing the message. We immediately went to the front desk since we were right in the lobby and never left the whole time we were waiting. Never once was our party name called. We were not told we would receive a text when our table was ready. It was not busy enough to not be able to simply call out a party name. We also had our baby with us and were alternating going to the restroom for ourselves and to change our baby. Very unaccommodating for customers. Once we realized we had received the text 6mins prior, we walked to the front kiosk. We checked back in with the same person we left our info with. Apparently they only waits 5 minutes and then considers that courtesy. Then gives your table away without even attempting to call out a name or call the phone number provided. Very lazy and showed no sympathy/remorse for his disgusting actions. **** claimed he was trying to help but did literally nothing to actually help except run his mouth. I told him he did absolutely nothing to help and only made things worse. When the only solution was for us to wait an additional 20 mins for a table, we decided to leave. We already had a hungry baby and didnt have anymore time to wait considering we had already waited about a half hour at this point. This location has only gone further downhill. It also seems like more and more of the people that do eat here, have a horrible experience or get food poisoning. Seems management likes to say theyll reach out to resolve issues, but they never actually reach out or make the situation right. Great business practice.
Business response
07/22/2024
Thank you for making us aware. we will contact our guest.
Customer response
07/23/2024

Complaint: 22018739

I am rejecting this response because: I see this exact response on almost every complaint on BBB. I can also see that most every claim was re-opened for lack of communication on the restaurants part. It sounds like Cheesecake Factory likes to make it look like they care and take care of their customers but it seems they never reach out to solve any issues. Im rejecting this response because I havent been contacted by the restaurant and do not anticipate them ever doing so. If they actually respond and make the situation right, I will update my complaint. Want the public to know how this place is truly operating. Ive posted reviews in multiple platforms.

Sincerely,

*********************
Initial Complaint
07/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to Cheesecake Factory yesterday (07/14) for dinner with my friends. I ordered a Garden omelette (per menu, the omelette did not contain any meat) and the one I received had ham and bacon. When I informed the server, she tried to gaslight me into believing I had ordered an omelette with ***** and ham and she would ask the chef to redo without meat but wouldnt be able to refund my order for the same reason. I was incredibly frustrated but didnt make an issue of it. The chef remade the omelette and I ended up taking to-go. I had the omelette for dinner today (07/15) and my omelette had chicken this time. I had been struggling with stomach ache, allergies and itchy skin last night and today. The first one could have been a mistake but it was done on purpose the second time. Ive been a vegetarian since birth and I cannot imagine a company and employees being this disrespectful to my belief and religion.
Business response
07/18/2024
Thank you for making us aware. We will contact our guest.
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I've attached the information I sent to the **** I've also attached the cop informing me that the shredded my card. I live in my car it was E and they shred my card. I'm a vet that could have been triggered.
Business response
07/15/2024
Thank you for making us aware.
Customer response
07/16/2024

Complaint: 21978650

I am rejecting this response because: cheesecake factory is a racist company and they did not have the right to cut up my debit card. There policy is to shred debit cards ten days after they have been left. Why did cheesecake factory shred mine in less than 15 hours and minutes after talking to me? Because they racially profiled me.

Sincerely,
*******************
Initial Complaint
07/12/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Someone added $10 to tip to be charged. I even had a $ before the 7$ tip. I called. Spoke to a manager. Was told no it says 168. It does not. I scanned it on my fetch before leaving. See attachment. Was told they couldnt send a pic of what i supposedly signed
Business response
07/15/2024
Thank you for making us aware. We will follow up with our guest.
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business responded to the dispute but failed to make a good faith effort to resolve it.
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,

***********************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforThe Cheesecake Factory

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary