The Cheesecake Factory — Restaurant in Oʻahu

UPDATED REVIEW 01-10-25

On 01-10-25 while eating in the outside lanai, 2 stray cats came walking in and jumped on top of a table and was walking around with the plates, napkins, and silverware that were out and ready for the next customer to use.

When I brought this up to our server, he said “there is nothing that we can do cause we can’t harm them”.

Instead our server should have replied, “that is unacceptable, thank you for bringing it to my attention and proceed to remove all the dishes and silverware and disinfect the table”.

I had to request a manager whose response was, “The property management was already notified and there is nothing that we can do.” So I replied to him, for starters you can remove all the dishes and silverware off of that table and disinfect it unless you want this place shut down by the Department of Health for unsanitary reasons. Eventually (10 minutes later) the staff removed and cleaned the area.

After all of this my wife and I thought the same thing…what were the chances that these stray cats were walking all over our table before we were seated? UNACCEPTABLE & UNSANITARY!!!

The Department of Health will be notified.

We have been coming here since 2017 when it first opened on a multiple month basis and when we ate on the outside lanai last month in December 2024 and prior we never saw this problem. Catnip (no pun intended) this issue now before a great restaurant gets shut down!!!

UPDATED REVIEW

Finally Cheesecake Factory got their act together with providing excellent service on providing customers with their food orders in a timely manner. This had been consistent over the past couple of months even with larger parties of 16 or just me and the wife.

No one likes to wait 45 minutes to an hour for their entrees to arrive and I am glad that as of now Cheesecake Factory management has fixed this problem. Keep up the great customer service!

NEW REVIEW

Another poor experience based on unacceptable food service times.

The food is great BUT the service is still greatly lacking on getting food out in a timely manner time and time again. 45 minutes for an appetizer to be served from the reservation time and almost an hour for entrees is unacceptable and based on the diminishing customers on a Saturday night is probably the reason when more and more restaurants are popping up with more acceptable food service times. This has been going on the past year and something needs to give. Looks like customers are paying attention to the wait times also.

I have seen restaurants come and go and hopefully Cheesecake Factory gets their act together and stays in business. A slow Saturday night for them should be an eye opener.

PAST REVIEW Had reservations and was seated right away...YAY but the great customer service was ALL downhill from there with only to wait 20 minutes after being seated and no server, no water, nothing. I overheard a family next to us ask their server why an hour passed and they haven't gotten their entrees yet. This happed to us a couple of weeks ago at Cheesecake Factory Kapolei and no server came to us after the 20 so we left but without first speaking with management who looked at me like a deer in headlights and didn't even apologize. I told management that if they are short staff that they shouldn't be accepting so many reservations or walk ins. So we left and gave our business to Bravo restaurant in Aiea which is our favorite anyways just a bit out of the way but here we are and our server greeted us within 1 minute and our food was in front of us in 9 minutes. Keep it up Cheesecake Factory and your business in Kapolei will close down due to poor customer service...Easy...

UPDATE 12/14/23

Where do I begin. We had a reservation at 7:15 and showed up at 7:17 but no one helped us until 7:22 and then we were told that we got put on the waiting list because it was five minutes past our reservation time and the wait was 30 minutes. Once we were seated and went to order we were told one of the appetizers we wanted they didn’t have and then one of the main dishes we ordered they didn’t have the penne pasta and had to substitute rigatoni instead. When they brought out the plates they didn’t bring them all out at the same time and one of the plates came 15 minutes after everyone was done eating. Another plate looked like someone took a big bite out of the chicken prior to serving it so we asked for a new plate and all they did was put the noodles under a warmer lamp which dried them out and remade the chicken that goes on top. This plate came out 10 minutes after the plate that came out 15 minutes after everyone was done eating so in total from the first dish to be served to the dish that was “remade” 30 minutes had lapsed. We spoke to the manager and he didn’t seem like he wanted to help or make it right.

Unfortunately this isn’t the first time I’ve had an issue with this location as you can see I keep updating my google review every time I come here. Sometimes the managers offer to take a dish off the bill or give me free cheesecake but I don’t want free food, I just want a good experience for my family and I.

I think this was the last straw for me coming back and if the all the managers at this location are like the one I spoke to last night, I can see why every time I come here it’s a bad experience. Cheesecake Factory corporate should really take a look at this location and either clean house or educate their employees on how to run a restaurant.

UPDATE 12/9/23

Well we came back for carry out again and again I’m going on 30 minutes past my scheduled pickup time with my daughters food that we picked up at a different restaurant before here getting cold. Cheesecake Factory should be ashamed and embarrassed that this is a constant issue with this location. What made it worse is a staff member came out and basically said it was my fault they are running late because their fryer went down and I had a fried dish in my order. If only they had these awesome things called phones to contact the customer and let them know their equipment is down and ask if they would like something else. The worst customer service I have ever experienced in my life! Thanks for ruining another family dinner Cheesecake Factory.

Original Review:

This place can never bring you your food on time. This is the third or fourth time in a row when I showed up to to pick up my carry out and it’s not ready at the scheduled pickup time and not even close to being on time. I get being a couple minutes behind but bringing out orders 45 minutes after your scheduled pickup time is unacceptable. We picked up food from another place and now that foods cold all because Cheesecake Factory can’t give their customers an accurate pickup time for curbside. Would have ordered somewhere else if I know it would have...

Fifth time coming here and yet again a disappointment.

I swear if the wife did not like their salad I'd never come here but here goes. This time for brunch I got the Cajun jambalaya egg dish and this time like usual the egg was overcooked. NEVER get any egg here that's not scrambled. There was less then 2 ounces of meat, less then an ounce of tomato and pepper and a lot of rice. Hardly worth the wait or price.

Just why? Why does my wife love their salad?

Update

Had no wait to get seated, that was a plus.

However the server took about 10 minutes to take our drink order. When the drinks came back they also took our appetizer order which was the Buffalo blasts. Those are ok.

What took the cake was the eggs Benedict and waffles I ordered.

They managed to serve cold waffles with an actual hard boiled egg instead of poached.

The server knew the kitchen messed up because she actually walked around us facing away from us physically moving like an NPC going a route to intentionally leave a space to not see a bad guy. It was epic. I looked at my phone and from the moment I took the photo of the hard boiled egg until she came by was 13 minutes of me sitting there trying to make eye contact.

She said it looks over cooked and I said it's not Easter it's a hard boiled egg to which she said ok and asked if I wanted anything else. Why would I order another dish for them to screw up?

The manager came by and said sorry and asked if I wanted anything but by then it was 20 minutes since my wife got her food so I wasn't going to wait another 20 minutes for my plate to come out. She didn't even offer any compensation for the bad food.

Then when the server gave the bill she actually said "we comped the waffle eggs Benedict" like no bleep lady. I didn't eat the cold waffle and over cooked egg, why would I pay for it.

It's a shame that my wife loves their salad but this place is constantly bad food. And the managers are out of touch with service. They should have comped the whole meal, they would have been out 40 bucks vs having an extremely angry pair of customers.

Bad management.

Hit or miss, huge menu!

Update, expensive food and small portions. Got the steak diane and shrimp scampi but the shrimp scampi had no pasta and 3 shrimp and it was 2 ounces of steak for 25 bucks.

I'll stick with not...