The Cheesecake Factory — Restaurant in Pasadena

Golden Rule: The way you make people feel it’s tells you”. The service is very poor. We’ve brought so much business for many years to this restaurant. We are good customers almost every week we eat here. We are not asking to be recognized but at least it requires in the food and beverage industry to have good customer service. When you make business with the customer, it is important to make them feel welcome. We thought the service was going to improve over time but it has gotten worse. The staff here is very rude. They are not attentive and are slow. We waited patiently as we were told the table would be available in 20 minutes but we waited almost 45 minutes. Flexibility is not applicable in this place. My toddler son was crying because he was hungry and wet his pants because of the long wait. The receptionist wanted to keep us waiting longer in the lobby while our kid is start feeling uncomfortable even though there was an open table that just needed the napkins placed on it. If the customer service doesn’t have passion to consider a special case to be flexible how many people with the same situations will be frustrated? I wonder if this company will give an extra care for customers who is in disability, pregnant, sensitive babies or older people? A little understanding for the situation really has a big impact to others. The answer is NO because there is no team spirit, no understanding, and no flexibility. This is not a model of business that should be promoted. Look, business is business if you lose customers because of bad service it means business is off. It is not a business anymore. One reason why business do not make it long term is because the workers who don’t work properly to take care of the customers and make the company grow. Poor service is a big problem why the economy is bad nowadays. The staff are very rude, unprofessional on how they approach customers. I may say that too much rights of protecting workers goes far because they treat their customers trashy and make the customers have no voice to speak up of their opinion because the team tolerating them with their bad behavior. I believe this is wrong. We don’t want your free foods or free drinks we look forward for a better treatment. If people can afford to pay their bill in your restaurant treat them with manners because they bring business; it doesn’t matter of what standard of living they have customers is the reason why any companies become successful. Help the owners not because they can pay salaries but because workers are the reason of the SUCCESS. I may say that CORE VALUES can not be bought for those who truly understand the meaning of dignity and that one thing some workers don’t understand. There are deeper than just a job it called “TEAM SPIRIT “ this something workers can be proud of themselves because they contribute to be PART of SUCCESS.

Recent Review visit 12/29/2024 We have visitor from Sweden and we decided to eat in this restaurant. It is very busy and full, we’ve been told in the reception to wait half hour and we waited patiently. Again we waited more than what we’ve been told. Waiting is not a problem but “no manners is” , I notice that it is always the receptionist tune of the voice…. SNIPPY tune indicates not being polite. The first person to be approached in this restaurant is the receptionist which so important to have friendly and approachable conversation because she/ he who will always be the first person to bring an impression of the team. I guess more training is needed to improve. A friendly or a smily face are very simple gesture but has a big impact to make the customers feel WELCOME. The floor staff are good though I have to wave my hand 3 times to ask for extra plates while they keep talking only in the pantry. Talking is not an issue but don’t forget to recognizing your customers need too. Help them if you are not available give them signal at least to stop the customer from waving. I believe that manners are high qualities standard and it is important...

You won't find Penny or Bernadette waiting tables, or any other fictional characters from "The Big Bang Theory" here, but you will get attentive, friendly service and good food. All staff are masked and every area of restaurant is being sanitized and cleaned on regular basis.

COVID protocols are constantly changing, but this location is staying aware and making all adjustments as needed. You must wear mask in line and inside restaurant, and observe social distancing, which is CLEARLY marked.

When you order through their website, you will quickly receive a confirmation of details of your order with an estimate of time for pickup. It's not always accurate but if it's ready before the estimated time you are notified.

Upon arrival, you check in at front door. If there are too many patrons inside, you will be directed to another area on sidewalk to wait. When it's your turn, you may enter, pay for your order, then wait to right of register in numbered booths spaced 6-8 feet apart. Exit through the back door.

My recommendation, if you do not wish to dine outdoors at socially distanced tables on both sides of sidewalk, is to choose an off peak time for pickup. The sidewalks can get quite crowded, and not all passersby are wearing masks or practicing (or concerned) about social distancing.

I look forward to day when I can dine inside again. But until then, I will continue to use curbside pickup. There are still a few flavours of cheesecake I haven't tried yet 😎

UPDATE RE COVID PROTOCOLS 4/7/22 Los Angeles County has lifted mask mandates, so there is no mask or proof of vaccination status required. However, due to past patterns and the ever changing nature of virus and variants, take your mask and proof. Protocols are stated on the website but if you aren't sure just call them.

You may dine in, but due to construction, there are no socially distanced sidewalk tables. On the Colorado side, the entire area that was parking near entrance is fenced off, and you enter the restaurant at the corner (there is ramp at entrance for wheelchairs). There is parking garage directly across street, 90 minutes free and no validation is needed.

The menu has...

Loved the atmosphere. Loved the food.

What I didn't love was the service. At first, everything seemed to go well, and we got our drinks slow, but given there were a few tables, I get it. After our order was taken, that's when it began. The food took a very long time, so I went to check and see what was going on and why it would be taking so long. I could not find the server "mario" anywhere within the entirety of the restaurant.

Finally, the food came, and my partner let them know I went to find the server. The manager was the one to deliver the food. I did not receive the knife required to eat a steak. So once again, the server was nowhere to be found, and I had to go ask for a refill of my drink and get a knife. There was a young person with glasses and short hair that helped me and brought me a knife and drink. After we're finished eating , "Mario" asked how it was, luckily the food was good because never in my experience of serving tables or being in restaurants have they waited until it was done to ask?!

Lastly, due to the length of time to get the bill, we went to the front to try to pay. Another gong show. The person in the front with glasses tried to get someone to be able to help us PAY for the meal. The manager came and took our payment, when we tried explaining the situation to this "manager" and she just kept saying " its okay" I had to tell my partner to stop venting to the manager about our experience because she didn't care anyways. Also, I have been a manager and have never had this experience from management a day in my life.

The manager was extremely unprofessional and didn't help make the experience any better.

Its been 4 months since this review. Absolutely 0 accountability taken by this location and absolutely 0 conflict resolution...