Cheddar's Scratch Kitchen — Restaurant in Independence

As a former hospitality professional, I typically give grace in dining situations, knowing how many factors can be out of the server's control. However, my recent experience at Cheddar's Scratch Kitchen in Independence, MO was disappointing from start to finish, reflecting a breakdown in basic service standards.

Upon arrival, we stood at the host stand waiting for acknowledgment, while the host remained absorbed in her phone. When she finally greeted us, it was with barely a whisper and without a smile. We requested a booth, but were seated in the bar area without being asked if we preferred dining or bar seating.

We were led to a bar booth in an almost empty space, with just two other tables occupied and a two top at the bar. The table was wet and sticky, as if recently wiped with an unclean cloth. Additionally, the booth was poorly designed, with a table uncomfortably high in relation to the seat—even for someone as tall as I am. The vent above our booth was blowing a strong jet of ice-cold air, making the space even less comfortable. I ended up moving to share a side with my husband to avoid it.

Looking for some warmth, we ordered potato soup. After a considerable wait, our server arrived, took our drink and soup orders, but didn’t introduce herself. She returned with our drinks and took our main course orders—a cheeseburger for my husband and Cajun pasta with a Caesar salad for me. I also asked for extra napkins, which I would have to request two more times throughout the meal.

When the soup arrived, the server plopped the two bowls in front of us and informed us they were out of spoons, giving us to-go plastic ware instead. There was no apology for this inconvenience. Neither bowl of soup had been prepared to spec—cold, with unmelted cheese on top.

My Caesar salad arrived next, drenched in an overly salty dressing that made it nearly inedible. By this time, my husband's drink was empty, and our server had not checked back to offer a refill or ensure everything was satisfactory before our main courses arrived.

While waiting for our entrees, we overheard the bartender interrupt a group of African-American women getting situated at the bar informing them in a rather rude tone that the bar would close at 9:30 pm—an unnecessary and awkward exchange considering it was only 8:30 pm.

Our server finally returned with our main courses. Everything was cold, with undercooked pasta (not aldente) and an overly salted Alfredo sauce. There was no apology for the delay, and again, no offer of a drink refill. Only after making a third request did she bring us extra napkins, long after they were needed.

The server didn’t check in with us again until she brought refills in to-go cups and to-go boxes (that we did not request). Cool, we get the hint girl, your shift is over and you want us to leave.

To avoid further inconvenience to our server, we used the kiosk to pay. It was disheartening to spend a rare date night with my husband being ignored, rushed, and then charged $60 for cold, poorly prepared food.

As someone with experience in the hospitality industry, I understand the pressures of the job, but this experience was unacceptable. Servers are the last line of quality control before food reaches the guest, and it’s clear there are significant training and management issues that need to be addressed. Had this been a corporate research effort to asess how the Cheddar's Independence staff interacts with guests or secret shop visit, the consequences would likely be severe for those responsible for maintaining brand and service standards at...

My husband and I ate here last night with our two kiddos and it was a completely disappointing. I woke up this morning still upset that we spent $60 and I wasn’t even able to eat or enjoy our experience. We’re very understanding and gracious but our dining experience was not ok. It started with our waitress letting us know we were her last table and she couldn’t wait to go home. Understandable, but there still needs to be a professional boundary. We felt very rushed the entire night. She let us know our tab was ready on the kiosk and we hadn’t even got our food yet. I will say that the butter honey croissants were the best thing we had. We ordered the trio sampler as an appetizer. The chicken was alright but heavy on the oil, the queso and spinach dip was inedible. It was hard cooked spinach with a big spoonful of sour cream in the middle, which was the only part you could eat because the edges were so dried and hard. The queso is a yellow awful cheese. Stay away, it even stinks. Our food stayed in the window while everyone else around us got their food even though they sat down after us! I asked our waitress for our food and she said she would get it because it was ready only for her to be gone for another 10 minutes at least! I had to flag down a manager at this point. The manager apologized and finally got our food out. Everything was hard and cold. The bottom of my bread for my burger was soggy and the top was rock hard (you could knock on it). I asked for bacon and cheese only and it came smothered in onions, lettuce and tomato. Both my kids food was cold and hard (grilled cheese and more chicken). My husband got a wrap which would have been good except we didn’t know it came with coleslaw because we had to change his order when they were out of ribs. Again, super rushed. I’m appreciative of the manager addressing the concerns and applying a 25% discount but that was not handled well. The waitress started talking about her manager in a negative way and appeared visually upset right in front of my family. It was awkward especially with kids involved. As I was getting up the waitress bumped my shoulder to grab the cash tip on the table. Overall, the experience was awful and unprofessional. I saw there was 4 stars and thought it would be good only to be let down. Save your money and go...

Let's start with a compliment; when I first checked in I was supposed to be party of one. The waitress graciously allowed my brother, his wife and daughter join me about 20 minutes in to me being there.

At the point of their arrival I had just had a glass of wine, water and a croissant. This was my first time ever being at Cheddar's, so the croissant set there until my brother and his wife got there and after seeing her devour it. With curiosity, I tasted it and was flabbergasted at the deliciousness of it.

Everyone ordered, I ordered. I think it was a 7 oz steak medium well. It was advertised as the most tender on the menu. I also added a side of grilled shrimp and I wanted the broccoli casserole.

When my food arrived, the first issue was that I got broccoli and not a broccoli casserole. Which is understandable. That's an easy mishap. She just didn't hear the casserole at the end. So she wanted to take my plate and I was like no. Please let me enjoy my steak I promise I won't eat the broccoli which I'm sure they threw in the trash anyways.

But then I didn't have a steak knife so I had to wait. About 5 minutes later she brings me a steak knife and at this point I go to cut into my steak which looked beautiful. The perfect amount of grilled char bits and seasoning. But it was cold. And I just can't do cold food. I like my food so hot that it burns the roof of my mouth.

So then I tell my waitress and then she takes my plate and says that she's going to warm it up. She brings me back my steak that was clearly the same one that I had before.

She took my silverware with the first plate and this time I had to wait what for her to bring me a steak knife again. This time when I bit into it, it was hot but nonetheless chewy and no longer tender.

And at this point everyone else at the table had already eaten their food. So I opted to eat the sides which were good. The broccoli casserole really tasty.

The waitress was kind enough to completely take the meal off. Which would have been probably about an extra $10 and what the meal was originally because I had a salad and a side of grilled shrimp.

The waitress was pleasant, I guess it was just one of those days for...