Cheddar's Scratch Kitchen — Restaurant in Fort Worth

Update: The manager of this location ended up calling me the next day to apologize for my experience and he ended up refunding my whole order back to me. Thank you so much for making things right! I really appreciate it.

I want to preface this by saying that the staff here are super friendly and I understand that mistakes happen from time to time. That being said…

I placed a curbside order on 2/4/24 that was to be picked up at 12:20pm. I had arrived several minutes early from when my order would be ready and was told that they knew I was there and that my food would be out shortly. Around 12:30-12:35pm I was informed that my order had accidentally been given to another customer. My options were that I could wait until the customer came back with the food and take it from there or they could recook my order for me. I politely chose to have them recook the order for me. I did not end up receiving my order until 1:10pm. I was not offered a reimbursement of any kind for their mistake and was only told “I’m sorry” and “thank you for your patience”. Okay cool.

It takes less than 10 minutes for me to arrive home. I begin to dish out the meals to my family and come to find out that my son’s cheeseburger kids meal is missing from the order. The food is also cold at this point, which I feel shouldn’t have been a thing had I been given a freshly cooked order about 10 minutes ago.

I called up the restaurant to inform them about my missing meal. The gentleman on the phone didn’t ask me my name or my order, he just told me I could come back in and they’d have the cheeseburger for me. After hanging up I decided it would be best to just have the meal refunded back to me instead. I called the restaurant back up and told them that I would like to have my meal refunded instead of having to go back and pick it up. The gentleman on the phone once again didn’t ask for my name or any information about my order, he just told me okay and that it would be refunded to me. I questioned him about getting my info in order to refund me and that’s when he began to take some of my information down and then proceeded to tell me that he would get his manager to help further the process. Long story short, I spoke to about three other people telling them the same story trying to give them my info to get refunded for the meal I never received only to continue being put on hold. I spent a good 30 minutes on the phone, never did talk to a manager, and ended up just hanging up because it didn’t seem worth it by this point.

Again, I get that mistakes do happen. I can be very understanding about that- especially when its a busy time. However, the way this location handled my situation was very poor on their end. After not receiving my pickup order until 50 minutes after it was given to me, because of their own mistake, the least they could have done was reimburse me in some sort of way instead of just saying “sorry”. They should’ve also been more professional when it came to me asking for a refund on a meal I never received rather than just being “whatever” about it and telling me that they’d refund me when they had no intention...

I had good experiences at this restaurant since it opened until today. I called the restaurant on July 20th to let them know I would be bringing a large party (21 people) in on Sat. 21st to celebrate my son’s birthday. I spoke to a manager who explained to me that they could not make a reservation, which I understood. I asked about their peak times and he explained that the day slows down a little from 2-4, but Saturdays could be unpredictable. I thanked him and we hung up. Our group decided to meet for dinner at 5, arriving at the restaurant at 430. I got to the restaurant at 430 and asked for a table for 21. The hostess advised me that she would have to seat my group in back-to-back booths because they would not have a table ready for a group my size. I told her I didn’t mind waiting because my entire party had not yet arrived. She said that she did not think that we would be able to sit together at all and that they would have to seat us in tables “all around the restaurant”. I again reiterated that we were prepared to wait because I knew they could not take a reservation. I asked if they could just push some tables together for us. She gave me a pager and I guess also paged the manager to the front. The manager comes out to talk to me about the size of my party. He reiterated what the hostess told me and that’s when I explained to him that I called the day before and was not advised that seating a group my size together would be impossible in their restaurant. He told me that he remembers speaking with me the day before and that the largest group he can accommodate at one table is for 8 people and that he could not rearrange the tables because they are bolted down to the floor. I told him he never mentioned that information on the call we had the day before. If he said that to me, I would have chosen a different restaurant. He said that he did explain that on the phone and there was nothing he could do. I am completely dissatisfied with this experience and the conversation I had with the manager just lead me to believe that either he was calling me a liar about the phone call or he was completely lying to me about what he said on the call or their ability to take care of me and my dinner party. Either way, it will be extremely difficult for me to ever step foot in that restaurant again. I left feeling very angry and let down and not how I wanted to celebrate my son’s birthday. I definitely could not recommend this restaurant to anyone choosing to have a group meet for dinner unless you want to all sit separately. Who would...

Original review made 1/6/22, updating for next day from service: myself and my sister both resulted in food poisoning (I had the steak pictured amd she had a shrimp alfredo)

Can't quite give it a one star as we've had great service before, but tonight's servings were inexcusable. For your consideration, we were a party of 15 for a birthday. Totally understand a scramble for a big party. But even the manager (didn't get his name, but we appreciated his responses to our complaints and have no issues with him, nor our great waitress Danielle.) 2 steaks ordered medium rare, but one was rare and the other was just straight up raw (MAYBE passable for a 'blue'). The rare steak was mostly edible, I dont mind a rare steak, but the fat was not rendered down at all, and so the meat closest to it was less cooked. Overall just uneven. 2 Alfredo dishes that were served with little to no sauce, 2 shrimp tails with no actual shrimp meat, and a coleslaw side with literally a piece of paper showing the order placed in the kitchen from earlier. The drinks were also inconsistent, 3 Texas Margaritas on the rocks, and 1 was considerably darker than the other 2. It tasted fine, and the other 2 tasted like straight mix, no alcohol at all. Fine, replaced one of the margaritas with a long Island and the other with a pain killer. The long Island was also bland, which is really disappointing for a drink that is usually pretty strong compared to other cocktails. The manager removed the raw steak, and one of the Alfredo dishes, as well as the subpar drinks. He also informed us that an inexperienced cook was in the kitchen. Again, we can understand some slip ups, but overall it was a poor experience.

Danielle, thank you for the great service, sorry the other staff put you in an awkward spot with us.

Hopefully future visits will be more like what we have experienced in the past: all around good service and food. Though we will pass on the alcohol most likely, as we prefer fresh poured and not pre-made in batches like the manager informed us on.

only took pic of my steak, the rest of the dish was decent but this portion was unacceptable, and as the rest of the faults were discovered, we were a bit too upset...