Complaints

This profile includes complaints for The Cheesecake Factory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Cheesecake Factory has 187 locations, listed below.

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  The Cheesecake Factory

  26901 Malibu Hills Rd Calabasas Hills, CA 91301-5354

• 

  Cheesecake Factory

  7002 Arundel Mills Circle Hanover, MD 21076

• 

  Cheesecake Factory

  115 Huntington Ave # 181 Boston, MA 02199-7602

• 

  The Cheesecake Factory

  1200 Morris Tpke Short Hills, NJ 07078-2746

• 

  The Cheesecake Factory

  931 Haddonfield Rd Cherry Hill, NJ 08002-2734

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered over $250 worth of food from The Cheesecake Factory and was disappointed with the amount of food. I reached out to the restaurant I ordered from. The manager only wanted to reimburse me a $25 gift card. I have ordered from this establishment before and never had any issues.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,I ordered a chicken and waffles eggs ******** and a childrens quesadilla on door dash. First of all, the quesadillas werent delivered which is super disappointing. But the chicken and waffles were awful, they didnt come with hollandaise or maple syrup. I ordered this last year in ************* and had the same problem. I gave you guys a second chance and I shouldnt have. Im a big fan of the Cheesecake Factory but am being let down a lot lately. Im happy to send some photos over as well. Ive tried reaching out via your online form but it doesnt seem to work.Thanks,*****

  Business Response

  Date: 03/28/2025

  Thank you. We will contact our guest.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23070624
  
  I am rejecting this response because no one has contacted me. I just want a refund.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order and chose curbside pick up. I parked in front of the sign that had a phone number to call when you arrive. I called and the *** answered and said she would be right out. I waited 45 minutes and did not receive my food. I called and asked for a refund because I was running late for an event for my birthday and didn't want my food to be cold. I was placed on hold the manger got on the phone and blamed me for the wait because I didn't send a text message which was not what the parking sign said. I told the manager I physically spoke to someone he said ok and then I heard him say before hanging up he would have someone else take care of it. I never got my food or a refund. Part of my order was supposed to include a free cheesecake for my birthday instead I received poor service , no food and no refund

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited your location in *****, ** *********** on 2.21.25 and paid for my bill via the scan QR code. This payment was successfully processed and then the waitress came back to ad use of a revised comp bill for a lesser amount. I stated I already paid the bill. She then advised I dont see it. **** your Ops Manager came to the table and advised that the first payment wont process until he closes out the ticket and promised that the initial payment IAO $113.78 will fall off and the finalized payment of $97.75 will post. The following day both transactions were posted up my account. I reached out to your restaurant and spoke with **** **** who stated I paid through a third party to work for the refund. This is a huge inconvenience and has caused unnecessary stress on my part. I need this rectified and refunded asap. An extra $100.00 is not something to just be non chalant about. This is how I feel your leadership team is acting. Due to this experience Im not sure that I will be visiting your restaurants going forward. This has been a horrible experience.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went to the Cheesecake Factory on Valentines Day for a special dinner. I ordered a beer . I successfully drank about five sips in about 15 minutes. We were waiting for our food when I noticed my pants and shirt was feeling wet. I noticed it was wet around the beer. I picked up the glass and when I did, the bottom of the glass broke from the upper part of the glass. The remaining beer poured out and went all over my pants and when it did my first reaction was to move away and when I did I put the glass down on the table. But when I put the uneven glass with no bottom down on the table it tipped over and fell onto the floor and broke into pieces. When the waiter came over, I think he thought I knocked my drink over. We explained to him and the busboy of what happened and asked to see a manager. My main concern at that point was if I had swallowed any fine shards of glass. It was obvious I was given a broken glass and as I put the glass down each time the stress of the break got worse and finally gave out. When the manager came over we explained to him what had happened and he was at a loss of what to do and explained that the glasses get washed over and over again and overtime things like this could happen. An explanation of what your glasses go through was not exactly taking care of the wet pants and shirt that I now had to sit through for the remaining night on Valentines Day and the concern of possibly swallowing any fine shards while drinking my beer. So his solution was to get another beer. A beer that they kept on the bill. So he said the only other thing he can do was to give two pieces of cheesecake. At that point we accepted because we wanted to at least enjoy some of our Valentines Day night. We dont think this issue was taken seriously. We think he could have done much more than two pieces of cheesecake and to show more empathy and apology.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I visited and ate dinner. We paid by scanning the ** code on the receipt. We left the restaurant and were chased down by our waiter who accused us of not paying our bill. We showed him our digital receipt and our bank account to show it was paid. He told us we had to return to the counter. The manager came over and said we did not pay, but "maybe it got hung up in the back end." He told us we could not leave the restaurant. I showed him my receipt and my bank account as well. 20 minutes later he came back out and said "you're good, it was hung up, you paid, you can leave now." No apology, nothing. It was harassment the way we were treated and embarrassing. Many of the customers waiting to be seated made comments that they could not believe how we were being treated. One couple even left and said they would not return simply based on watching out interaction with the manager. This occurred on 02/17/2025 at approximately 4:30 to 5:30. I have never been treated this way and will no longer visit this location.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On my visit on 1/17/2025, I used a combination of four $15 bonus cards (with an expiry date of 2/28/2025) and a $200.00 gift card to pay for my $165.23 meal. However, the server mistakenly swiped the $200.00 gift card first. Upon realizing his mistake, he had his manager "reverse the charge". Then he proceeded to use up all of the bonus cards, then the remainder of my gift card. He told me that all my balances on my cards should be correct. Upon returning home, I checked the balances online. All four of my $15 bonus cards had a zero balance, but my $200 gift card was reduced to a balance of $60.00. That means I was charged $200.00 (four $15 bonus cards plus $140.00 from my gift card) for a $165.23 meal. I was overcharged $34.77. The next day, I went back to the store and spoke to the manager, Genie. She assured me that she would take care of it, and would follow up with a phone call. She called me the following Monday and said that a gift card of $60.00 would be physically mailed to me to compensate for the overcharge. This was back on 1/20/2025. It is now nearly a month later, and I have not received the promised gift card, and my attempts to contact Genie at the store are answered with "she's busy right now, she'll call you back later". My follow up attempts were on 2/10/2025 and 2/17/2025.I feel that I have been overly generous with my patience, but I am very frustrated now. I hope Cheesecake Factory takes this matter seriously and provides me my due refund and additional compensation for my wasted time. Thanks.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an order online. I accidentally purchased 2 cheesecakes online with additional items.I asked if a can get a refund for my error but the manager said no and it had to go through corporate. I would not get a receipt. Cheesecake Factory isnt doing that well if it could not pay its rent during COVID, so I have no faith Cheesecake Factory wouldnt steal from me. Stupid me made a mistake and the manager wont find a way to help other than tell me to call her in the morning. Never go to Cheesecake Factory. Food is overpriced as I was expecting a lunch size portion but charged $27. It was expecting me as customer to expect blind faith that it will do things ethically.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent original email to Cheesecake Factory on January 6th ***************** *******. Ordered 2 slices of Banana Cheesecake and both slices were extremely small. ***** **** responded telling me all the slices are the same size and since I ordered it through DoorDash, I would have to seek compensation from them. The only problem is, DoorDash did not prepare the food, Cheesecake Factory did. I do not have many comforts in life and cannot afford much of anything so it is a very rare occurance to order such an expensive treat. Neither DoorDash or Cheesecake Factory offered any compensation. Fast forward to January 30 2025, place an order for 2 Key Lime Cheesecake Slices and it is painfully obvious ***** **** was wrong. Not all slices are the same and this is now the second time I have thrown money out the window for this ridiculous excuse of a serving. I am now seeking compensation or both orders on January 6th and 30th since this is clearly not a one off mistake. This is the business model. That being said, I do not wish to support a greedy company who lies to their customers. ******** refuses to help since they have absolutely no control over the quality of food the restaurant provides and the restaurant is ultimately compensated for the items.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 11th, 2025 myself and my family of 8 went to the Cheesecake Factory to have a celebratory dinner for my birthday. After ordering and eating the food, 20 minutes or so my baby daughter vomited. I didnt think much of it as we thought she was choking. A couple hours later, we head back to ***** from ************ and my daughter vomits on the drive and so does my partner. Getting home everyone else including my toddler all start throwing up and getting severe diarrhea. I called the business on Monday letting them know about the incident and the manager proceeded to tell me we were not the first to call about food poisoning that day and she made a report with all the food we ate and agreed she would give us a refund after she contacted corporate for them to contact us. A couple days in I received an email from there Liability Specialist and she asked again what everyone ate and if we shared food, I reported everything we ate and a couple days later she emailed me that the investigation was closing and that they concluded the poisoning was not a result of their cause and that they would offer a gift card at the most. Even though we lost money due to taking time off work and school, the least they could do was refund our money. They are refusing to take any accountability or show any type of concern specially when there were kids involved and trying to lie about other people being sick as well. I am deeply concerned for those unaware that can get sick, specially kids.