The Cheesecake Factory — Restaurant in Arlington

They need to replace or retrain the blonde manager. Went for a birthday celebration with 8 people, got sitted in the back at the big round table relatively quickly/ shorter than our ETA. good start. Took 15 min for waiter to come up to us and say hello. The hello was great though. Instead of taking our drink orders or appetizers he went away, and took another 15 for waters to come. Finally we were able to order our drinks and our food. we did end up ordering appetizers but the waiter hadn’t even asked, just asked if we were ready to order our meals and drink. whatever, fast forward, 30 min goes by we finally get an appetizer, (all still in good moods). Notice, they have our waiter handling that ENTIRE section alone. Our waiter never once came and checked on us to see how things were going. I dont fault him because whoever made the schedule had him running in that store. Poor scheduling. He was picking up dishes, running cheesecake etc. They should have had a runner and at least 2 servers for that section and still would have been busy. fast forward, have a pregnant friend who has celiac disease. she orders a small steak medium rare. Steak came and she couldn’t even put fork through it was almost burnt. Blonde Manager came over and apologized, and said she’s get her a new one. I’ve made steak several times, doesn’t take long at all. 15 min with rest time max. we all finished our dinners and she had to wait 20 min AFTER we finished our dinners for her steak to arrive. They came back with a big steak also. Finally we get to order cheesecake after about 10 min of plates being taken away. WE HAVE TO WAIT ALMOST AN HOUR FOR THE CHEESECAKE. I had to ask the waiter twice for the bill after that. Looking around, the two booths in front of us, two sets of families had come in and left. Also to mention we had a 3 month old baby with us we had to feed once during because we got there at 6:30 and didn’t leave till 10. Poor workflow management. To top everything off, the bills came, and they tried to charge my pregnant friend for a large steak. She asked for the manager, and they took 15 minutes TO FIND HER, they literally couldn’t find her. She came down and said she has been running around like crazy. Then said oh yes we ran out of the small steak so we gave you the big steak. Friend goes but that’s not my fault nor did i ask for the bigger steak. you were fixing your mistake, so it’s really not a comp. so manager added 25% discount to make the steak price lower.

If things were ran and planned better, they could have had two parties of 8 in that time and doubled their money. Also, never returning there on my own accord which is sad because it’s so close, food is usually really good, and always have loved it. One mistake, one person, sure fine whatever, but when every department is clearly dismantled and...

Had a reservation for 8. Manager was accommodating, had to call to fix my online reservation. Online only allows you to book a reservation for a max of 6. I called to see if I was able to add two more if not I was going to cancel or just do a walk in. It was a Monday night and the manager who accommodated our group did make it happen but she did seem a bit annoyed over the phone. I don’t know if I misheard the annoyance but that’s how it came off. She made it very clear that she was able to make the party of 8 happen but in the future to call in advance. I made reservations for 7/7:30 around 5 😑. Still would’ve showed up either way, reservations or not since that’s where my baby cousin wanted to go for her birthday. I think this place is understaffed or has a staff who is not happy or content. Could be management could be location whatever it was , it was a bad day ! First thing first appetizers. We ordered appetizers and after a few we were told items were sold out. There was a good three items that were sold out. Then we go to the cheesecake section for desert and the banana cheesecake was sold out as well. On top of that the people who bought out our cold food had a bad attitude. Not happy or pleased to work their face said it all. And as they were bringing us our food and we were asking about sides and condiments one of them got snippy and said “wait till it all comes out and then ask” a simple it’s coming or it’s on its way would’ve been fine. The delivery and tone was uncalled for. We had no choice but to ask the 6/7 people who bought out our food for our sides and condiments because our server was occupied. Rule of thumb, keep in mind. If your in a big party ask to bring your food when it’s ready. If not it’s going to sit until everyone’s food is ready. This is something I already know but it slipped my mind ! Group trip, if you guys are ever in town please try Cheesecake Factory in west hartford CT.(staff) The place is booked out 7 days a week. Every table is filled and no same day reservations could ever be made. Staff and food is always on point. This location does not compare. Place wasn’t even as busy as the location I usually go to but yet everyone and service made it seem like they were slammed. Again I think we came on the wrong day or maybe their short staff. But either way hope this review helps with future...

I recently had a very disappointing experience at The Cheesecake Factory, largely due to the unprofessional and discourteous behavior of Manager Jerry. I had made a reservation for 7:00 pm, anticipating a smooth and enjoyable evening for my family. However, upon our arrival, Jerry informed us that there would be a 30-minute wait before we could be seated. This was both surprising and frustrating, as it raised the question of the purpose of making a reservation if it does not guarantee timely seating. I understand that unexpected delays can occur, but I expected a more considerate and organized approach to managing reservations.

When I approached Jerry to express my concerns, I was met with repeated statements about how overwhelmed and frustrated she and the staff were. While I recognize the challenges of managing a busy restaurant and potential staffing shortages, I believe that maintaining professionalism and providing a customer-focused resolution is crucial. Unfortunately, Jerry’s response felt dismissive and lacked empathy, which only added to my frustration.

Instead of addressing my concerns or offering a solution, Jerry continued to emphasize the difficulties she was facing. This approach not only failed to resolve the issue but also made my family and me feel unwelcome. Her demeanor created a tense and uncomfortable atmosphere, ultimately leading us to leave and celebrate my son’s birthday elsewhere. This was incredibly disappointing, as we had chosen The Cheesecake Factory for this special occasion and expected a positive dining experience.

I have always associated The Cheesecake Factory with high standards of service and professionalism, which made this encounter particularly disheartening. I understand that busy evenings and staffing challenges can be difficult to navigate, but I believe that effective management involves maintaining composure and treating customers with respect, regardless of the circumstances.

I am sharing this feedback in the hopes that it will be taken seriously and used to improve customer service at this location. I trust that The Cheesecake Factory values its customers and will take the necessary steps to ensure that future guests receive a more positive and...