The Cheesecake Factory — Restaurant in Jersey City

I had dinner here Saturday night around 9:30pm and later realized I had left my umbrella behind.

When I called the next day and couldn’t get any meaningful help over the phone, I decided to come in person around 11:30 AM.

I spoke to a manager named King. After explaining the situation and asking if it was possible to check the security footage to confirm whether I had left my umbrella, his first response was that umbrellas aren’t considered “valuable items” like phones or IDs almost implying it wasn’t worth the effort to assist. While I understand it may not have high value, it holds personal, sentimental value to me.

He then told me, in a noticeably condescending tone, that he was “too busy at the moment.” The restaurant had just opened and was visibly calm, yet he still insisted he couldn’t help.

He also claimed that checking the footage wouldn’t be useful because the camera only points at the front door. That explanation didn’t make any sense I exited through that exact door and I even pointed out a camera a few inches away from the table where we were seated, yet he continued to brush off my request, repeating that he was too busy.

I politely asked if there was a better time to call back when someone might be available. In response, he repeated again in a rude and dismissive tone that I should call ahead next time to check if they’re too busy, completely ignoring my actual question. It felt like he wasn’t listening and had no intention of helping.

His tone from the beginning and throughout the entire exchange was unprofessional, condescending, and unnecessarily rude. I wasn’t asking for anything unreasonable—just a little help locating a personal item. Unfortunately, I was met with zero effort and even less respect.

What frustrated me most was that he spent more time explaining why he couldn’t help than it likely would have taken to simply look into it. Instead of making any effort, he chose to repeat the same excuses and make me feel like a burden.

Customer service should never be based on the financial value of what’s lost. It’s about respect, empathy, and effort none of which were shown here.

This entire experience was disappointing. It genuinely makes me question why someone with such poor communication and customer service skills would be in a management position. No customer should be made to feel like their concerns don’t matter.

I sincerely hope this is addressed appropriately, and I’d appreciate a follow-up because this item is important to me, and no one should be treated...

Edit: I did contact you through that link and was simply offered an apology, and while an apology is always nice it won’t make up for the disastrous night that we had.

Worst experience ever. I had a long written out review but it deleted and I should be able to sum this experience up shortly. My husband wanted to surprise me and invited my family for my 25th bday. He brought a cake and informed you guys that it was ice cream and to put it in the freezer. All good right? Upon arriving, my husband asked if you had the cake and at first you said no, then you said yes. Red flag but nonetheless we gave our name for the reservation. The lady, who I’m sure had to realize it was a surprise with all the balloons and the family waiting with a camera, loudly asked “table for 7?” Okay well, there goes the surprise. We sit down, order our appetizers and drinks. So far so good. I also want to let you guys know the my bday was on Labor Day but I was surprised at the lack of crowds, it was practically empty compared to other days where I have seen every table filled. Moving on, we order our dinner. It wasn’t until an hour had passed that I realized how long it was taking to recieve our food, we also never recieved our FREE breadsticks, and the lady did not come once to check on us. When we did finally recieve our food, I was so upset that my appetite was gone, and my mom and husbands Cuban sandwich was dry and not up to par with what we have come to expect from this restaurant. Upset and ready to go we asked for the cake to be brought out. Our waitress had the nerve to bring out a clearly melted cake, no happy birthday singsong, I’m assuming due to shame, and tell us that “the candles won’t stay on top of the cake so I’ll leave them on the side for you.” MA’AM, they won’t stay because you SCREWED UP YOUR JOB. I also didn’t realize until later that they put their own “happy birthday” decoration as the nice letters written in icing were completely gone. This shows that they knew they screwed up and basically tried to play it off as if everything was okay. I did ask for a manager, and they did compensate 3 meals for us, but I feel that the whole night should have been comped as my birthday was completely ruined. I won’t forget it and not for good reason. And the sad excuse of “we are extremely busy...

Horrible, awful just the worse experience at Cheesecake factory ever. We dine here often, but only in the west coast. It's always been extremely tasty, never let us down until now. It started off by us being immediately sat, great! Then we waited about 12 min, no one stopped by our table. It didn't look that busy. The fact we were sat so quickly was another indicator of that. We had to ask someone for our server. She came by and brought us waters (only 4 for our party of 5) and bread. She asked if we were ready. She took our order and didn't write anything down. Some people can remember really well (we will touch on this later). After waiting about 15 min after our oder was taken, she came by to tell us the grilled artichoke wasn't available. Why did she wait so long to tell us??? She asked us to order something else. We waited another 15 minutes before things started coming to the table. Just a few at a time, when the majority of our items arrived we noticed we're missing 2 orders of potstickers. We began to eat what we had. We had to wait a long time for Ranch to go with our mozzarella and wings and water refills. It's like she disappeared. The food was overcooked and very bland. Nothing really stood out for us out of the 5 different apps we tried. Still waiting on the other 2 potstickers. I used the ladies room and there is a foul sewage smell throughout the bathroom. It's so nasty. Returned to the table. My family is done eating and no potstickers although she stopped by to tell us they were almost done about 4 minutes ago. Finally, I went to find her and just cancel. We still had a Broadway show to catch. She got the manager to remove them and she looked mad. I Don't want to be that person to cancel itemsbut I reminded myself, we ordered it at the beginning. It wasn't our fault. The manager remived the 2 orders we never recieved. As i write this, he should have taken off the itemiwe ordered as ourosecond choice to the artichoke not being available. The whole experience really ruined The Cheesecake Factory for us. I can't see having the urge to try another for a long time. So sad that we didn't even get to the cheesecake part. That's...