The Cheesecake Factory — Restaurant in St. Matthews

Visited July 29th 2024. Arrived at 8pm. Approximately 21 minute wait to be seated, no big deal. Didn’t leave until well after closing because of issue below and waiting for first check and manager. Service was not the greatest (we had 2 separate waiters, 1 being the trainer and the other traine) and we had problems getting things brought back in a timely manner BUT the main problem came down to our bill. On the original ticket we were charged too many drinks. And when ordering for our two kids they both wanted grilled chicken meal and Mac n cheese as a side to sub out the veggie which is apparently a $5-$6 dollar up charge a piece which we were not told about. When I asked for this to be fixed since I wasn’t even told about it, Sandra (I believe is the managers name) told me she fixed the drinks but the Cheesecake Factory doesn’t tell people about the up charge because they get offended. (WHAT?!?) and my waiter (the trainer) just didn’t want to offend us. Telling me I should have asked. I let her know she apparently had no clue what she was even talking about because the trainer didn’t even take our order. The traine did and we didn’t see the trainer until the very end. Oh well she decided to back track and say the trainer probably told the traine not to say anything. So basically she was just lying to keep from taking it off our bill. She said I would take it off if you still had it but sorry you unfortunately don’t. (By then her attitude was starting to come through) Which then I proceeded to open a to go box and slide the Mac n cheese that 1 kid did not finish to her. She snatched it off the table and walked away. By then my husband is FUMMING. I mean full on telling me he’s about to go off on her. She brought back the ticket but (even though it did end up equally out to 1 Mac n cheese off) we had different items on our bill then before. It just all around wasn’t a good experience and you expect a manager to fix it, NOT make it worse. Her attitude and lying made everything 100 times worse for us. Our waiter (the trainer) did apologize about her service and was very friendly and polite so I can excuse the long wait and service on his part but she had no excuse for her behavior. She’s lucky I don’t dispute the whole meal with my credit union because THAT attitude we received and unprofessionalism is not worth $134.00. I’d rather go to J Alexander for the same price and better service. Sadly (because I do love the food) my husband made the decision we won’t be back.

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If I could give zero stars I would. This was the worst experience I have ever had at a restaurant and this was my first time coming here. First they set us and we waited almost 20 minutes after we asked for drinks. After they gave me watered down tea she finally 15 minutes later says oh I forgot your bread that takes another 15 minutes. She drops the bread off ask if we want any appetizers. I ask for a Ceasar salad with extra ranch. They bring me the salad and say here is your salad with no dressing. I ask the server to bring me dressing which they do immediately. The waitress return over 30 minutes later with ranch and says "oh my they must be quicker than me". We place our order and I ask if I can have another tea and if they can bring us more bread and napkins. Again it takes her over 30 minutes to bring us drinks and bread I ask her again for napkins and she leaves after she places our order the tea this time was so sweet I literally could not drink it so I catch her walking past and ask for unsweet tea in a cup so I can mix it and finally it was drinkable. It takes almost 45 minutes for our food to come out the food was warm not hot. The whole time I kept feeling like I had a random drop of rain hit me and I thought it was my baby flinging her sip cup straw. I began to eat and all of sudden a big drop of water smacked on the table in my cheese sauce and another landed on my leg. I look up and see there is large water drops of condensation on the ceiling. The waitress are standing at their station I scream for her to come over and let her know that the ceiling is leaking on our table and all over me. She says wow I never knew it was like that I can help you move your food to another table. I said I am over this whole experience. She said I will go get the manager. The manager a tall skinny male. Never introduced himself. Says what can I help you with I explain to him that the food and me were getting covered in condensation and he said well there is nothing we can do about that but I can get you a new mashed potato. I said no im good this was awful and im over this place and he walks away. The waitress walks up 10 minutes later and lays our checks down. Does not come back for another 30 minutes to collect our pay. It was overall horrible save yourself the trouble and...

I had a reservation for 25 for my daughter’s 18th Birthday Celebration on a Thursday evening. I made it at least 2 weeks in advance. I asked lots of questions to be proactive and prepared. Our reservation was for 8pm. We were seated by 8:06. Perfection! Well that’s where it ended. We had one server, who was immediately overwhelmed judging by the look on her face and the long waits for service. I gave her lots of grace because, why would they have her service us, a party of 8 across from us AND another table in a different section. She mentioned she did have help, “on the back end” whatever that means. After we’d waited an hour for her to return to take our app orders, I went to ask the hostess up front, if there was any way she could get help, because she seemed very overwhelmed but was not rude or out of character. She said she’d get a manager and get help. She did. So, 9:15, Help arrives, we’re placing orders, finally. 35-40 minutes later, We get all of our food at one time. It was not as hot as it should have been for as long as we waited. Here’s the real issue, Obviously, with our large party and us having to wait so long, the manager NEVER approached us one time. Never apologized for the delay or inconvenience. Neither did the servers. None of us were rude and neither were they. It was just not the best experience. However, we were all charged a generous gratuity that wasn’t earned. They didn’t staff for our party and they didn’t accommodate us either. We were treated like a large unexpected party on a busy night. It wasn’t at all busy. The manager didn’t do his/her part at all. They left their team out to dry. They left their very large party unsatisfied and weren’t apologetic at all. A discount and or no gratuity should have been offered. I’m so disappointed and my guests mostly are as well. I could say so much more… Thank Hod for the group I had. Everyone entertained each other and kept a light atmosphere...