The Cheesecake Factory — Restaurant in Aventura

Too AWFUL not to share !!!

Yesterday, Sunday, I took my daughter, her friend and my friend to have brunch at my favorite Cheesecake Factory, in Aventura, Florida and I am embarrassed to admit that it was the worst experience I have had at any Cheesecake Factory ever! Their service on previous occasions was usually stellar, even when we were there with large parties or at a busy time of day. NOT this time for sure; their level of service yesterday was POLAR OPPOSITE of stellar. It was DEPLORABLE to be more specific !!!!

AND it went down hill just after the 4 of us were seated at about 11:45 AM.

The table top that we were seated at was really shaky and wobbling so I informed the hostess, who seated us, immediately of the issue and told her that we needed to be moved. She flat out said ok, but that I would have to wait while she seated and attended to other patrons who obviously came AFTER we did !

-Then when she came out to ask where we wanted to move, I pointed to a table for 4, still outdoors but just next to one of the doors to enter the restaurant, and she said quickly said that it was unavailable and supposedly that there was no waiter available to service that table/ area. Then she brought out a junior supervisor/ floor leader to further say that they only had 4 tables available to move us to, all of which were on a kind of sloped ground. I mean just some of the worst possible options available to choose from. TO ADD INSULT TO INJURY, a party of 4 was seated about 15 mins later at the SAME table that I requested we be moved to !!!

Our waitress was pregnant and friendly, but that did not compensate for the one-hour plus time we waited for everyone in our party to receive their food. Even worse, when my friend received her meal, which was like a chicken cutlet with broccoli, the broccoli was COLD. I informed our waitress and we asked for the corn as a substitute.

-Lastly, I asked the waitress to bring out the manager so that I could explain THE TERRIBLE experience to him. He was a fair skinned, brunette male, who I believe was Hispanic and very professional. However, after a minute or so of me filling him in on the screw-up from his people, it became clear to me that he really just seemed to be noticeably ingenuine, nonchalant and totally disinterested in what I had to say.

I ended my experience by telling him that I intended to pay my bill and was not looking for compensation. He left right after, without apologies or acknowledgement and then we got the bill. No concessions had been made, no discounts or anything.

I still paid full price for everything and left gratuities for the pregnant waitress.

As someone who is well versed in the hospitality arena, has worked in my father's restaurants & food service events, worked in fast food restaurants, etc. , I must say that this performance from the Cheesecake Factory in the AVENTURA, FL mall was definitely NOT what I expected to receive from one of the top chain-restaurants in the country.

Nonetheless, I am determined that their BAD DEEDS/ SERVICE would NOT go unnoticed with me, especially since I had given them their accolades when their service was commendable a little over a year ago.

Anyways, good day and happy holidays to all reading this rather unfair and disappointing incident that happened to my family and I !!!

By the way, this in NO way takes away from the exceptionally great experience we had with Nate and the team, just a little over a year earlier, at this same Aventura location...

Though this experience, on December 17, 2023, at the Cheesecake Factory in Aventura, Florida was TAKES the cake for being the GREATEST of all of my experiences (GOOD and BAD) that I ever had !!!!

BIG FACTS...100 %... HANDS DOWN !!! The truth and nothing but the truth, so help me God !!!!!

Again, please remember that

Nate's service was impeccably awesome! Super attentive and great memory! I appreciated his service and that of...

I have been meaning to put this review. This is my first time ever doing so because the service was just that terrible. Sunday at 8:10pm I was seated I know the time because I called my fiancé who was parking to let him know we had a table. We placed an order for our drinks, appetizer and received it with the bread. We placed the order for our food and 30 mins later the waitress let us know that her computer was down and a manager was fixing it. She told us as soon as the computer was fixed our order would be placed. I didn’t make it a big deal because things happen. We had now been there for an hour saw other people that came after us get their food (they had a different server). Still didn’t make it a big deal. We had been there a little over an hour when the waitress said our food would be coming soon and the manager would come to us as well. Still not upset and just enjoying my time. My fiancé’s food comes out and 20 mins later I had not received my food. Now I’m annoyed and I let the waitress know that I no longer want my food and to cancel it. She let me know that the manager would come. The whole time I had no clue that the manager had already come outside for another table and walked pass us. When she finally came to the table she had an attitude as I let her know that we had been there almost 2 hours and I didn’t receive my food and I wanted to cancel it. She responded by saying “I’ll only take your meal off.” I let her know that I’m not trying to be rude but we’ve been here for 2 hours and we needed a discount on everything. She tried to say that my fiancé food only took 15 mins to come out from when it was ordered. I was baffled! I responded to her letting her know that unless the waitress is lying she told us her computer wasn’t working and the manager was fixing it. The manager stood there staring at me with an attitude and nonchalantly said “well I can’t take the drinks off you have to pay for that.” I said that’s fine. She walked away no apology for the inconvenience or nothing just straight up attitude (she was the manager with blonde twist) 15 mins after that the waitress came with the check (that was after I asked where the check was). All in all the service was terrible, we left there with the appetizer plate still on the table the whole 2 hours, never got asked if we wanted more bread or drinks during the whole process and a manager with piss poor customer...

I came here to celebrate my dad’s birthday. We went in around 8:00pm to add our names in the waiting list to be sat down, when we did this the hostess said there was no need to wrote ourselfs down because there was barely any wait just max 20 minutes. My dad proceded To try to put his name down and she insisted it wasn’t necessary. ( she was wearing a flowery white dress) we came back in 20-30 minutes and notice she wasnt there anymore and there was a hispanic male now taking the name to be put in the waiting list. This male had no patience, very low tempored and very mood. I would say they have to consider who they hire. Explained to him we had already done the line and we wanted a table, he proceeded to say the wait list was 1 hour wait, we were shocked and told them we were told less time and that it wasn't necessary to place our name. We started telling the guy that it wasnt fair because i specifically told the lady to write me down and told me and other people in line, she was not writting our names. Meanwhile, this was happening the guy was telling My dad to move out the line to go to the side and be quiet that he would call us a manager. The rudest and probably worst CUSTOMER SERVICE EVER. After 10 minutes of waiting for someone to show, I went back and asked where was the manager and how long does it take it. I was furious as this point because they were not taking us serious and they were being rude. The manager comes up to us and says there's nothing she could do and we would have to wait ( also fyi she walked by us 5 times before this and we didn't know who she was ) . I proceeded to be upset and tell her what was the point of us waiting and that she needed to rethink who's in the front because they were all rude and very unprofessional. I work with customers and as a hostess front desk it is everything to the public. I wasn't the only one who left unhappy that night. They sat us down 30 minutes later, and we had a crappy waitress who took forever, the food was wrong, in conclusion as someone who goes to all their cheesecake factories and was on vacation this is the worst experience I have ever...