The Cheesecake Factory — Restaurant in Nashville-Davidson

4/20/2025 After church we decided to go to the Cheesecake Factory in Opry Mills. I was able to make reservations on the way there.

Upon entering the hostess(es) were not friendly. The entire time we were waiting for our table I watched them talk among themselves and not smiling and barely talking to anyone that walked in.

After we were seated in our booth we waited for 15 minutes and nobody had approached us, so we left.

What is wrong with service in this place?

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Last night, 12/8/2022, we went to the Cheesecake Factory at Opry Mills. Not a good experience, for the second time.

First let me say, our waitress, Kailee A., was fantastic. She was sweet, kind, patient, understanding and handled everything with professionalism and grace.

We made reservations for 7:45pm, we arrived 20 minutes early and much to our surprise they were able to seat us immediately. YAY!

We ordered our drinks, then we ordered our dinners. BOTH dinners came out wrong (both chicken dishes, missing chicken.) When Kailee came to check on us we told her the issue. She was very apologetic and took our plates to have them done correctly.

While waiting, Ryan, the manager came to our table to apologize and asked what happened. I explained the issue and further told him this wasn't the first time it has happened at this Cheesecake Factory. Once again, Ryan apologized and went to the kitchen to assure our meals would come out quickly. Before he left he told us our meals would be taken care of, no charge to us.

Our meals did come out quickly and they were both wrong again, this time due to other ingredients. We told Kailee and she apologized and quickly went to get the manager.

This time it was the manager, Beth. Instead of apologizing, Beth made excuses and did not offer to make it right. We were both hungry at this point and didn't send our dinners back. They were still delicious, I have to say that. However, when you go out to eat you expect to get what order and what you are paying for.

The person I was with asked Beth if she could have a free piece of original cheesecake due to the fact that our dinners came out wrong twice. Beth had told her she would comp our meals - which Ryan had already told us. Beth told the person I was with that she would check about the free cheesecake and get back to her.

A while later, Kailee came to ask us if we wanted any cheesecake. We asked about my friend getting a free slice and Kailee said she would go check on that. Kailee came back and told us, that the meals would be comped and she couldn't do the free cheesecake.

Not getting the free cheesecake did not bother me. What did bother me was the fact that Beth couldn't be bothered to come back and tell us that herself. Managers are supposed to handle certain things not push it off on the servers.

I ordered two salads to go and three pieces of cheesecake to go. Kailee was quick to get everything out to me. I did check the salads to assure they were correct .... they were.

The only reason I gave this visit three stars was because of Kailee, Ryan and the fact that the food, though wrong twice, was still good.

Beth, my opinion, is she needs to go through more training, stop with excuses, return to the table like she said she would and lose her attitude.

Even with my meal comped, I still spent $70 and I left a $20 tip for Kailee because of the phenomenal way she handled everything.

My last note is this - I paid $9.50 for each slice of cheesecake ...... has anybody noticed that the pie servings are half the size they used to be? It's absolutely ridiculous, not to mention greedy of The...

I am writing to express my profound disappointment and dissatisfaction regarding an incident that transpired at the Cheesecake Factory attached to the Opry Mills mall in Nashville, Tennessee on October 10, 2023. At approximately 6:30 PM, my family and I dined at your establishment to celebrate my wife's birthday. While we thoroughly enjoyed the food and service, an unsettling matter has since arisen.

Upon receiving our bill, totaling approximately $63, I responsibly left a generous $20 cash tip for our server. However, to my dismay, when I reviewed my bank statement, I discovered that I had been charged $77 for our Cheesecake Factory bill, not reflecting the amount we had agreed upon.

I promptly contacted the Cheesecake Factory on Thursday, October 12, and spoke to Ms. Klations, the manager. She assured me she would investigate the situation, promptly collected my information, and promised to return my call. To her credit, she did indeed call back within 15-20 minutes, acknowledging that there was wrong doing with my payment and she was sorry that this happened. She pledged to discuss the matter with the general manager and get back to me.

Regrettably, days passed without any communication. On Monday, October 16, 2023, I followed up with Ms. Klations, only to learn that she believed the issue had been resolved and that the general manager was supposed to contact me. However, I had not received any such communication.

During our conversation, she informed me that the on-duty manager was willing to refund only the stolen amount, which amounted to approximately $14. This response was, frankly, unacceptable and did not reflect the customer service I expected.

On October 17, 2023, I spoke with General Manager Mr. Chris Teno, providing a detailed account of the events that transpired. To my dismay, Mr. Teno maintained that the stolen amount of $14 and some change would be the only resolution. However, for some reason, as soon as I spoke to Chris, his tone changed, and he was not willing to help or even understand how it felt to have your card charged for an unapproved amount. It's worth noting that this discrepancy would not have been caught unless I had checked my bank account. Who would want to be treated this way? He seemed to throw all customer service skills out of the window and acted as if I was not entitled to request a full refund. I felt taken advantage of and just wanted to be heard and have this matter addressed. All he said was that this was a mistake. Maybe it was, but it was at the customer's expense. I sincerely hope he isn't treating other customers in a similar manner.

Update: I didn't want to write this review, but I was promised a refund of my money that was stolen from me (they kept my tip), and still, nothing has been resolved. No communication or anything. Shows me that they truly do NOT care.

Another update on 11/8/23. I called cheesecake factory on 10/26/23. I was told by Klation that my refund should be credited in 5 business days. It is now 11/8/23 and still no refund for the money that was stolen from me. I cannot believe this is what i get for taking my wife out to a place i thought cared about their customers for her birthday. I will be calling the...

Two stars provided instead of one because the location looks newer and our waitress was fairly attentive, nice, and apologetic of the issues experienced. Honestly we’re disappointed this is now our closest Cheesecake Factory because we’ve been here three times and each time the service has taken forever and two of the times simple adjustments to the meals have been made incorrectly. Today we came in for a late lunch to celebrate something personal. Bathroom issue - two of the three stalls in the women’s restroom didn’t have any toilet paper and one was missing the bowl liners. The third stall remained occupied so I can’t speak to its condition. They were almost out of paper towel and the trash can was overfilled to the point there was paper towel stacked all around the can on the floor. I tried to use the family restroom in search of toilet paper and it was completely out of toilet paper as well. I reported the concern to a manager. Food issue - I ordered a salad with a couple of simple changes like switching vinaigrette for ranch dressing. First time it came out looking like the menu listing without the requested changes. They remade the salad and brought out the remake without any dressing, missing a topping completely, and all of the other toppings looked to be a quarter of what was included on the original salad. A manager came out and he didn’t seem apologetic nor was he convincing that they could actually get the salad right even though that’s what I came in really wanting. I ordered a pasta dish instead feeling forced into doing so because so much time had been lost waiting for them make all of the dishes originally and remake the salad. When they finally delivered the pasta we had been seated for an hour. We were charged full price for everything that was ordered despite being forced to order something I didn’t want because they wouldn’t make the salad correctly and waiting an hour to finally eat. We came in wanting to have a celebratory dinner and left disappointed we had chosen...