The Cheesecake Factory — Restaurant in Natick

We were told the wait time was 30 minutes. We put our name in along with our phone number. At the 30 minute mark (350pm) I went to check our spot for a table of 3, to which they stated “not too much longer, there’s a few above you.” I informed the desk that I was only checking as my service had been in & out. (I also overheard someone have a similar issue about not getting any text notification about their reservation being ready.) They asked we stay close & I let them know I was sitting on the waiting bench (in their view site). I watched as the receptionist called other names walking by us & making eye contact. Around 420pm I had told my husband I would go up and check as our wait time was nearing an hour. The receptionist who I spoke with about our place on the list & potential phone issue came around calling our name. She informed us that they had paged the cell phone number about 20 minutes ago & a few times more. They were also about to remove our reservation all together. I reminded the receptionist about our conversation & how we were sitting right there & I did not hear them call our name. The receptionist came up with the excuse of it being hot & causing her an asthma attack & her not remembering our conversation. We were sat at table #1 & felt like we were in a corner & would be forgotten about..which was true as our original server stated she’d be right over only to never see her again. A different receptionist had come by to check if a table was set for a large party & noticed we had no drinks. She had asked us if we had been helped & we explained the situation. She had Jacob R come right over to take our drink order & we ordered our food at the same time as we had waited about 10-15 minutes after being sat for anyone to take our order. Jacob was great, a few minor issues. Forgot my husbands water but he also ordered a soda..so he was fine without water. We also said we were unsure of dessert but he assured us that ordering dessert to-go through him would be expedited rather than us ordering it at the window. As I brought my daughter to the bathroom, I saw Jacob & mentioned we would order dessert. He was busy as he was running out food but I did let him know we’d be ordering dessert & he said okay. It was another 10 minutes before we ordered dessert to go. When our dessert arrived we just gave our card to pay as we just to end our time at the...

If I could leave zero stars I would. What happened to customer service? What happened to the golden rule? I ordered my food online through their DoorDash app because cheesecake factory can’t have their own online service, they outsource it. I order a simple dish of spicy cashew chicken with brown rice. I pull up to the restaurant, pull into curbside check-in, call the number and express that I am at the location and I am in stall number two. I am told someone will be out to greet me. I get multiple text from DoorDash saying my food is ready, yet no one comes out to my car. After 30 minutes I call back in and ask if I should come in to pick up my food or is someone going to come out to my car? I am then told pull around to the black umbrella instead of sitting at curbside parking (doesn’t make any sense to me). A gentleman comes out to greet me, and I explained to him that I was told to wait in curbside parking and I’ve been waiting over 30 minutes for my food. If my food has been sitting for longer than 15 minutes, please kindly remake it because spending $25 on one plate to have it cold is not what I was looking for. His response was, well the text you got should’ve said pull by the black umbrella. I explained him I never got that text when I called 30 minutes ago I was told to wait there in stall number two and someone would come greet me. He then walked away came back with my food a few moments later and told me in a very snide way, “it’s still hot so you should be good.” I then drove across the street to my hotel walked inside and noticed that not only was my food not hot (barely warm), but there was no silverware or napkins in the bag. Having been in the restaurant business most of my life, I get things happen, but that’s where you get the opportunity to provide excellent customer service and make things right. That’s where you get the opportunity to do the right thing for the customer and keep them coming back and not leave a horrible review like this.

I have no idea what the young kids name was, but my receipt...

I visited the cheesecake factory in Natick last week with a friend during lunch hour. Over the years I have always loved visiting this restaurant when going out towards Boston. This time my experience was extremely disappointing. First off, our waitress did not greet us until long after we were seated. It was a Thursday afternoon so it did not seem very busy. Once we were greeted, we were asked for a drink orders. The bread came out with the drinks, the bread was hard and cold. We ordered our lunch items, my girlfriend and I both ordered the chicken salad sandwich. My friend asked the waitress to have the sandwich with NO tomatoes and ranch dressing to pair with her French fries. When our meals came, the sandwich had tomatoes on it, and there was no ranch to be found. We had to ask the waitress a second time for ranch. I noticed the sandwiches were not toasted almost at all, and were soggy. The French fries were cold and over cooked. After lunch, we ordered cheesecake, because we were celebrating my friends birthday. I told the waitress it was her birthday, but when the cheese cakes came out, my cheesecake was decked out with a happy birthday greeting…not hers. The situation was extremely awkward. To make things worse, my friends cheesecake had 4 strawberries on it and the waitress told her she would be up charged $1.50! An extra &1.50 for 4 little strawberries?! Almost $13 for one piece of cheesecake. I will not be returning to the restaurant I’ve already told many of my friends and family not to go back. I am very upset over the lack of hospitality and the quality of food. I can’t believe I paid $63 plus tip for a meal that was less than subpar. It was very disappointing to see the mixup for the birthday and the extra charge for frozen...