The Cheesecake Factory — Restaurant in Coconut Creek

Okay now changed it to five because the server we had was absolutely incredible and the food was perfect. The experience was stellar 😁 maybe we will include and keep this in our roster after all. 💓 Thank you for listening to your customers.

Changed my stars to 4 because corporate reached out to me. Also i visited again and I have noticed a change in how they handle things. Its not a place I go out if my way to visit though. But they deserved the edit.

Where do I even start. The only thing that was pleasant was Shay. Who handled herself with grace and tried to be as helpful as possible to make up for the managers negligence and lack of professionalism. You’d think when someone is showered with shards of glass and cut twice you’d at least pretend to care. There was a lady that came by and asked if we were okay and then offered to replace my crab dip that had glass in it. Our plates also had huge chunks of glass in it. Two pieces of glass cut my leg twice and ripped my super expensive designer stalking. The app that got glass in it was about 60% eaten so we didn’t need another one so she offered to get us dessert. Which was nice. The manager himself never visited the table or apologized in any way. When the server was ready to take our dessert order I thanked her for the round of cheesecakes. It was then that she informed me that the manager had only allowed for one cheesecake to be comped even though it was the whole table that was affected. I expressed how disappointed I was, and I asked to speak to the manager. The server came back after a while (not the manager) and said he agreed to comp two. He refused to visit the table. WILD!!!! this back and forth about dessert made me feel like I was begging for free dessert, when we were actually offered and it was embarrassing and bothersome. This should have never happened. The server informed me 4 cheesecakes was $50 and a big loss for the restaurant. I’ll make sure I’ll never step foot in another Cheesecake Factory for as long as I am alive. My ripped fendi stalking cost me $112. I gave my card to pay. After we had already paid and my card was ran, I was told by the server she got them to comp the crab Rangoon appetizer. Which was not the appetizer that got the glass in it. The crab dip was. Also the discount went to my brother because he’s the one that got the crab Rangoon lol it’s all good because he also had glass fly at him and he didn’t get a cheesecake so he deserved it. The whole situation was messy and ruined our experience and although Shay was a class act. This manager lacks professionalism. Clearly he doesn’t give a hoot about his customers. I’ll be taking pictures of my injury and sending my ripped expensive stalking with the receipt to their corporate office. Accidents happen but the way you handle it can be controlled. He did not show up and performed the very duty he was hired to do which was MANAGE a situation. Thank you Shay for your service and Brian. Both lovely servers. The food was also delightful. My daughter did not like her cheesecake, she thought it was too sweet. I hope $50 worth of cheesecakes was worth losing a customer for life. Pppft and you already know how much food gets tossed at restaurants but God forbid you comp dessert for a table of four. 🤡 No wonder this place only has...

We came here on a Monday night in mid-December. We live close by and have been excited for the opening, but wanted to see how the opening went before deciding to go. As someone who studied hospitality management and worked in hospitality for many years, I understand that openings - even of well-known brands with solid SOPs - may not always go so well. I also realize that training people to provide good service is difficult, especially nowadays when it seems like no one cares about anything. Based on the mixed reviews, we held off on coming despite our overall excitement. I’m pleased to say we will absolutely come back!

We arrived around 7:30pm to a very busy front entrance and left our name and number with the hostess. We are a party of two, and she told us it would be 30-45 mins. It actually ended up being 15 mins but we had gone to walk around, so we came back to the hostess stand about 10 mins after we received a text that our table was ready. My partner was sure we had been skipped over and would have to wait longer now, but a few mins later a hostess called my name and led us to our two-top table out on the patio. She let us know our server would be over shortly, which he was (I’m sorry, I can’t remember his name but he was lovely!). He was friendly and attentive, and service went smoothly. We ordered the fried mac and cheese bites as an app but unfortunately the kitchen ran out, and our server calmly delivered the news. All of our food came out pretty quickly. Portions were pretty enormous and we took a lot of leftovers home. It’s been many years since we’ve been to Cheesecake so we forgot just how much food they give you.

Our drinks were also well crafted and delivered in a pretty timely manner. We did have to ask for bleu cheese stuffed olives for the dirty martini after it was delivered with regular olives despite the menu stating the dirty martini has bleu cheese olives. However, I’ve come to understand that these olives are usually stuffed by hand and for whatever reason I almost never receive the right olives in my martini at any restaurant that says they serve their dirty martinis with them. Our server was more than happy to go back to the bar to ask for them and then came back to let us know that they were being made and he would be back with them shortly - and he was! He did make a mistake ringing in my partner’s second whiskey drink, and upon delivering it he admitted his fault which would provide us a chance to correct it if needed. My partner didn’t really care and drank it anyway. Our server still checked in to make sure the drink he accidentally rang in was alright, too. Little things like that really are noticeable and do make a difference in guests’ experiences, so we appreciated that!

All in all, we had a really great experience. I was really skeptical based on the mixed reviews and was kind of pessimistic going into it. When the hostess told me our wait time I was fully expecting to wait longer, but we were pleasantly surprised. I’m kind of a hospitality nerd and I can appreciate all aspects of service and will usually be overly understanding when things go wrong, because I’ve seen it all. Thankfully, nothing really went wrong during our visit. We enjoyed our meal and will happily return again in the future. I just wish I remembered our server’s name because he really...

— Unfortunate Experience at Cheesecake Factory in Coconut Creek Promenade —

Dear Cheesecake Factory Management,

I trust this message finds you well. I am writing to express my disappointment regarding a recent experience at your establishment located in the promenade of Coconut Creek.

Last night, my party of six visited Cheesecake Factory shortly after closing time ( we were not aware of the restaurant being closed as the one in Boca was always opened until 11 ) Our initial intention was prompted by our dining experience at Cooper's Hawk, where we opted to forgo dessert in favor of enjoying a slice of cheesecake at your venue. As we approached the closed door, we were pleasantly surprised when a gracious young staff member opened it and offered assistance.

However, our positive encounter took an unfortunate turn when a gentleman, whom we assumed to be the manager, approached us with a markedly unwelcoming demeanor. Despite explaining the circumstances of our visit and the earlier invitation by the accommodating staff member, he adamantly refused service and directed us to leave —- ( give in mind, clients were buying cheesecake and doing the same as we asked )

We smiled and happily told the manager the younger girl let us in —- his face with disgusted look told us it was closed and we could not buy anything, as we looked over to the lady at the register asking who is next to buy a cheesecake.

We hope the younger girl who opened the door is treated well after giving us this great customer service despite the fact it was closed which we understood. Because the “Manager” did not look happy with her.

This encounter left our group disheartened, particularly considering the contrasting hospitality demonstrated by the aforementioned young staff member who initially welcomed us. It is regrettable to report that the manager's conduct significantly marred what should have been our inaugural experience at your Coconut Creek location.

I understand the importance of first impressions in establishing a positive report with patrons, and unfortunately, our encounter has left us with a less-than-favorable perspective. As paying customers, we anticipated a more accommodating and customer-centric approach, especially given the circumstances.

I hope this feedback serves as constructive input to enhance the overall customer experience at your Coconut Creek establishment. I believe addressing such incidents promptly can contribute to maintaining the high standards for which Cheesecake Factory is renowned.

Thank you for your attention to this matter, and I trust that steps will be taken to prevent the recurrence of such instance in...