The Cheesecake Factory — Restaurant in Dale City

First off I’m a frequent customer, but yesterday was a disaster. Started with our food, our appetizer came out, we finished the appetizer and the server still hasn’t taken our dinner order we have to ask her to take it, it took our food about an hour to get to our table and most of it were wrong I order a Shrimp scampi she brought a salmon, my niece’s pasta was missing the asparagus, the food was cold. Then I ask for another round of drinks she said it’s not refillable, that’s why I ask for another round, she told me she can get my scampi really quickly but it took another 15 minutes for me to get it by that time I already lose my appetite. Then we gave her our card to pay the check, this server was having trouble all over the place coz the other table next to us all their order was wrong as well, she held on to my card for about 20 minutes then she came back to our table to ask us what are we waiting on, I told her my card and the receipt, she said to wait then she return with our check but she has a bunch of receipt on her hand and she couldn’t figure out which one is ours, so she step away again and then she returned with our check and I ask her why she’s giving me another check when she had my card the whole time, she assure me she did not charge my card so I had my husband check our bank app and she already charge me $145.59, with all the mistake with the food we did not complain because she seems to be having a tough time but with the bill we ask for a manager she came and she said she will check on it we ask if the server was new but we were told she’s been there a while. The manager came back and said she charge our card with the other tables check and our check was still open, she said she will fix it and will refund the 145 back and will charges us with the correct check though it will take a couple of days for the refund. I’m not sure what’s up yesterday but this was so disappointing what about if we did not have enough to cover both check that was charge on our card then what? I’m not sure if they were short of staff or what but this kind of service is really bad. The manager didn’t even talk to us after she charge our card the server return with our receipt she didn’t even apologized to us, as a manager she should have return to our table with the receipt and at least apologized for...

I came in at 4. It took 10 minutes before a server addressed me. I just wanted to order an appetizer and receive my birthday dessert. Milo, my waiter didn't realize happy hour had started. Therefore, when he placed my order (it was the original pricing). I ordered the buffalo blast first, then when the table next to me asked Milo about happy hour. He placed the happy hour menus on the nearby tables. I proceeded to order my 2nd appetizer tex mex eggrolls. I mentioned to him that it was my birthday. He tried effortlessly to pull up my reward. I showed him the email that I had received. I had forgotten the telephone number associated with my reward. He final said he'd address this with the manager. There was no bread ready. He said it would be 10 to 15 minutes. My 1st appetizer came out relatively quick. My second one took longer. I started asking for to go containers. It took a long time to get those. My 2nd appetizer came out. I was still waiting for containers. I asked another young lady if she'd bring me some containers, and she did immediately. Milo came by and said the manager would comp my birthday reward. I asked Milo for one more container for my bread and to go blue cheese and dip for the eggrolls. It took him forever to drop those items off. Then, when he gives me my bill, he's overcharged me by 20.00. He looks at the bill. I have to explain to him what I ordered. He looks confused. He replies, he'll have to get the manager to correct it. That took a while also. He finally brings back the corrected bill. But now I can't find him to pay for my meal. I flagged down another girl in hopes that she would ring me out, but no. She stopped by my table and said that she'd given my card to Milo. I'm like, oh boy (smh). I did get the blue cheese to go but he brought over an empty container for the eggroll sauce. It had sat out for so long, I actually wanted a new dipping sauce to go. I couldn't leave the restaurant before lamenting to the manager. I told him everything that had happened. I forgot to tell him that I was overcharged. It was ridiculous to have to wait so long throughout this whole process. I didn't leave the restaurant until 5:25. That's too long for some appetizers that I didn't consume there. The manager was kind, grabbed the sauce for me. But...

I am writing to formally share feedback regarding an unsatisfactory experience my party and I recently had at your establishment. While we initially had high expectations, the service we received from our server, Carlos, fell short of the standards we associate with The Cheesecake Factory.

We arrived at 9:00pm and placed our orders around 9:30pm once our final guest arrived. At first, Carlos appeared attentive. However, as closing time approached, his attentiveness diminished noticeably. Between 9:30 and 10:00pm, I observed Carlos making vocal remarks to multiple departing families about the gratuities they left. This behavior was not only unprofessional but also uncomfortable to witness.

In addition, Carlos never returned to our table to check on us or offer refills. My husband did not receive a refill on his water at all. The individual who delivered our food eventually provided drink refills, but the beverages were flat, as though the CO₂ needed replacement. Such oversights reflect a lack of basic attentiveness to guest needs.

The most concerning moment occurred at the conclusion of our meal. After I paid for two of the four checks at our table, Carlos made a direct comment to me as we were exiting, asking if I planned to leave a tip. While I had intended to do so, it was an oversight at the moment — regardless, it is wholly inappropriate and unprofessional for a server to confront a guest in this manner.

As business owners in both the medical and restaurant industries, my husband and I are very familiar with the standards of service and professionalism required to provide a positive guest experience. What we encountered that evening was unacceptable. Beyond our own experience, the fact that multiple other guests were subjected to similar behavior raises concerns about how many future guests may be discouraged from returning to your establishment.

I trust you will take this feedback seriously and address these issues accordingly. Maintaining professionalism and attentiveness throughout the entirety of service is critical to upholding the reputation of The Cheesecake...