The Cheesecake Factory — Restaurant in Los Angeles

David Overton CEO Chairman of the Board David Gordon President 26901 Malibu Hills Rd Calabasas Hills 91391

Dear David,

As a Cheesecake Factory patron since I was in elementary school when the original lemon dressing was invented and their was only one location, I was accustomed to high quality food and service.

Today was one of the worst experiences I have had at a restaurant, and the worst part of the experience was that it was at a Cheesecake Factory.

Especially Sherman Oaks which at one time was one of the busiest restaurants in Southern California. Today I met two of my girlfriends at Sherman Oaks, and I asked the server for a burger with no tomato, and no mayo, when our food arrived my burger had both.

I would have been willing to take the Tomato off; however, I apologize, as the site of mayo repulses me.

As the other two guest finished their Salads, I sat with no food. Finally my food came back, and it seemed to me that they had replaced the bun.

What made this experience unforgivable was the manger Alexis. When she came to the table, my friend explained that the server should have written the order down.

Needless to say, the server never came back, and Alexis came back once. My friend asked to have the burger removed.

She held us hostage, as we had to search the restaurant for the check. We were so irate, that I called my friend to tell him about our experience.

He immediately called the restaurant and spoke with Alexis. She informed him that the GM was off, however the AGM was in the building.

He called me and explained that we should call back and just let the AGM know how poorly our experience was. He suggested that it was not worth my time to write a letter or increase my frustration.

He called back and we made a three way call. We asked for the AGM, and Alexis got on the phone and told us that she was in an interview

He explained to Alexis that we were so upset that unfortunately because the AGM was in an interview that we would like the corporate number. She said well tell me how I could have improved. He said first I just want to confirm you just took off the burger(after it was requested,) and she said well I took off two burgers.

How lucky we were that we did not have to pay for your mistake. She was combative, unprofessional and created a hostile environment.

When I asked for our servers name, she said we don’t give out personal information, and we could look at our receipt if we still had it. By the way are you telling me it is Cheesecakes policy not to provide a receipt if misplaced? By the way we were there on Aug 6 from around 12-3 and had a burger and two salads. FYI it should show two burgers for the mistake, and the ticket should have two burgers discounted.

I will make every effort never to walk into a Cheesecake Factory, and I will never go back to Sherman Oaks.

I was so upset I had to make you aware of my experience.

This experience was close to two months ago what was disgusting was the entitlement of management, after sending a certified letter, posting on social media, I received a call today 9/19. I received a message asking me to all back the restaurant and ask for PJ the General Manager. When I called back, I asked for PJ and 17 minutes they told me she was not in. I asked for another Manager and Alexis picked up and told me she was not in for a week, and I asked when would she be back. She told me that was personal information and she could not give it out. How disgusting that trying to contact corporate because of the incompetency of management, in return sends me back to the restaurant so I can try and call waiting 17 minutes at a time to figure out when PJ will be there.

Thank you for the...

Went here a week ago with my family. I’ll split this review into several categories.

Category 1: The Service The wait to be seated wasn’t long, just a minute tops. We went to an area at the corner of the restaurant and had plenty of seating selection there. We had two servers, the first one had to switch us off to another server because he was ending his shift. They were both nice, but the second server was a little too pushy. He checked in on us a little too often to ask us if everything was fine with the food and if we wanted more bread or refills. It felt a little overwhelming and I wish he checked in a little less often. On the side note, we got the food fairly fast for a dine-in restaurant and we had no issues so it was still pretty good.

Category 2: The Menu Choices There's so many options on the menu, I couldn’t begin to remember all the options on just one of the categories. It's great that there were lots of things to pick from for everyone, but it did feel a little overwhelming to settle on just one.

Category 3: The Food The big category here. The food was pretty good. My wife and I ordered salads and our kids ordered a burger with fries and a Crusted Chicken Romano. The chicken's quality wasn't that great, but that was the only complaint aside from how many calories are in each dish (which is justified by the gigantic portions). We also ordered cheesecakes to take home (you don’t go to the Cheesecake Factory and not get a cheesecake), I personally went with the Ultimate Red Velvet Cheesecake and it was really tasty. Overall solid food.

Category 4: The Seats We had two types of seats, a couch (it was pretty hard and thin) and a chair. The couch wasn’t too bad but the chairs got a little uncomfortable after a while. That’s about it for complaints.

Category 5: The Price There were 4 of us and we paid $120 with a $25 gift card that we brought. $100 for the food and drinks, $20 for the cake since we got two, and the rest was tip/taxes. I would say it was worth it for the portions we got, so I wasn’t too upset about it.

Category 6: The Location This restaurant is pretty noticeable as it as located close to one of the corners of the Galleria. It wasn’t too hard to find from the parking lot and I would say overall it’s a pretty solid location.

The Verdict: 4/5 stars. I would for sure eat here again but there were a few nit-picks that I had so I wouldn’t say it’s a perfect restaurant. Can’t wait to have more delicious and large amounts of food from here some time...

Lacey Freas, the worse manager I've ever seen in a restaurant business.

My husband and I were enjoying our beers and food we ordered at the bar while waiting to be buzzed. We were buzzed, then we went to the front. Told the lady here is our buzzer.

Without looking at our face, she said I'm busy wait. We waited for a little bit, then went again to the front person who has 10 people in front of her and couldnt 't Even hear me said we are buzzed . She showed her hand, yes here ✋ I said wait.

My husband and I felt so disrepected, over 50 years old couple who are local being treated by a young female who doesn't know anything about interpetsonal and customer service skills. He went to her and said what's going on we are waiting for few minutes and we have our food getting cold at the bar, should we go back, what do we do. She looked at my husband and said you are supposed to come to me when you are buzzed. I didn't take it and said what's your name, she said " Jennifer zuniga" with a nasty low class attitude. I said I came to you. I asked for her manager because she still ignored us, still we don't know are we going to be seated or should we go back. That's when an unprofessional Inexperienced Lacey Freas showed her face.

First thing coming out of her mouth without saying hi, was why are you disrespecting my staff. I'm like what? You were not even here and it's not our first time in here neither any restaurant.

I get your passion for your staff but wait; but, you didn't even ask us how can I help you? Customer service 101, and you are the manager who are supposed to solve the problem and calm everyone down. No one is yelling at your staff, she is not even looking at us when we are talking.

She seated us trying to blame us for everything. My husband was like please leave and call our server . We are not here to argue. She got defensive and came background with an attitude " what did you say to me.

I think you should leave. "

I'm like Lacey that's why you get secret shoppers.

We live in Encino for over 25 years been coming to this cheesecake factory for years . We will not return to this location again.

I reported Lacey, the inexperienced uneducated apparently according to her in charge of the entire Cheese cake...