Cheddar's Scratch Kitchen — Restaurant in Sugar Land

Normally I try to stay away from writing negative reviews because someone could be having an off day so I try to keep these anomalies away from the review boards so an establishment is not hurt because of a one off situation. I have avoided going to Cheddar's for years due to the fact that when this location opened my party received poor service and after this location had been opened for a year or so we tried again thinking they may have worked out the kinks of new staff members. Yet again the second time we had poor service as well. So poor a few members of the group who paid in cash never received their change. Now to today, several years later my party decides to try this location of Cheddar's again. I have visited a Cheddar's in Beaumont, TX and although the location was busy we still received better service than I experienced today. So the host seats us at Table 63, there is one other couple in the section we are in. The waitress, Qiara, comes to our table and requests our drink order and if we were ready to order from the menu. We were ready so we ordered both our drinks (a water and unsweet tea) as well as our food orders. So we waited patiently and during this time the other couple in the section checks out and leaves, so now we are the only table in the section. My house salad comes out before our drinks do, the waitress drops the salad off and walks away without a word to us. So I wait to eat since I do not have a drink thinking she may come by so I can catch her and ask for our drinks. No such luck. So my significant other goes to the bar to order our drinks since we can't seem to find our waitress. The bartender delivers our drinks to our table and was apologetic for our waitress not delivering our drinks in a timely fashion. A little while later the waitress brings our food to the table, apologizes for the lemon in my tea (I requested without a lemon) but does not mention that she failed bring us our drinks. Drops our food off and leaves without another word. Does not ask us if we needed anything else, if the food order came out correctly or anything. She disappears until there is another couple that is sat down in the section and after taking their order she comes by and drops off our check without another word. Now I know there is a pandemic going on and restaurants are taking a hard hit which affects the staff members that work for tips but even during this time I feel a drink order that was not complicated would be an easy thing to serve. And I don't feel it is too much to ask to inquire if there is anything necessary that the customer needs. We did not receive refills, but that should have been obvious. Again I don't like to write negative reviews but I feel it is very difficult for me to have gone to the same establishment on three separate occasions and receive similar level of service each time when other locations are not like this. We guarantee that we will not be returning to this Cheddar's again which is a shame because the food was good, so thank you to the chef/cook that made our meal but the service has completely ruined my experience at this restaurant. I will be calling Mr. Richard Black, who is listed at the bottom of the receipt, and explaining my issue as I...

I have patronized Cheddar's for years because the food is great and affordable. Not once have I had lackluster customer service until my family and I took to the Cheddar's Scratch Kitchen in Sugarland, Texas on Sunday December 3, of 2023. I will spare you the entire "you are losing a paying customer" speech because I know businesses do not care about one single customer. But the blatant disrespect and danger my family and I were subject to was uncalled for and deserves to be addressed.

Every employee in there looked over worked. With it being the holiday season I can understand being burned out as I have been in similar customer service positions for over 5 years. Even in this I can show EMPATHY for the people who would later come to bring my birthday celebration to a screeching halt. What I will not attempt to rationalize is the hispanic female, who presented herself as the manager, taking out all her frustration on us when we called her over to present a moment to make it right. Our waitress hadn't come back to the table for over 35 minutes. Entrees were brought out before appetizers and then came the drinks. It was overwhelming from the start items were missing and we had to ask for every single thing missing from our order. We should have left then.

We were calling over anyone that would listen despite attitudes thereof. We were then threatened by the young lady! She stormed off after attempting to chastise our table and enforce that she would "comp" two of our meals. She turned around and said she would call the police on us as a scare tactic. We were told that there were 3 witnesses that heard us threaten this manager. No one inquired nor spoke about her behavior or actions to incite any reaction. The kitchen/food manager, and general manager came over but to our surprise their approach was jaded. They had no intention of offering training in this teachable moment because they have the same exact dismissive leadership style that provided context as to why this problem came to be. This was not a waitress, kitchen manager, or the other young lady's problem. They may not be trained to know better as the general manager doesn't show them any different. We were meant to be pacified by them "taking care" of all the cold food. But that is nothing compared to the dangerous situations this team curates. Another couple nearby had similar grievances. Maybe we were the icing on the cake for the team that night. But again, I will never try to empathize with the way this team mishandled my family and myself.

A few bumps in the road are to be expected sometimes. But to be threatened, teamed up against, and made to feel like we were the reason management failed to step up and right their wrongs is inadmissible. All I can do is hope that they never get treated the same way when they finally have an off day with their family and are seeking comfort, food, and...

Oh my, this was an amazing visit. First of all, our waiter, Brent G. was magnificent. His service is how every wait staff person should model themselves after. Let me back up. The hostess was very pleasant and got my wife and I seated immediately. Ok, now back to our waiter. He was very knowledgeable about every question that we asked him and we asked him a lot to determine what we would have for our meal. We decided to choose our meals based on his recommendations since there were a few options that both of us were looking at. We started off with the ultimate nachos with chicken. I decided on the dijon chicken and mushrooms with mac & cheese and broccoli & cheese casserole. My wife chose the house smoked baby back ribs with the loaded baked potato and broccoli & cheese casserole. Everything was exceptional except that my chicken was slightly overcooked. I brought it to the attention of our waiter. He promptly took care of the situation. Within no time, I had a completely new meal where the chicken was cooked to perfection. I also want to mention that our waiter assisted us in making our drink decisions. I rarely drink, if I drink at all. A drink caught my eye called the "Painkiller." It consisted of rum, coconut, pineapple, and orange juice with toasted coconut along the rim. It was delicious. My wife had the spiked cherry limeade which was very good as well. Our waiter consistently checked on us throughout our meal, but not to the point where we couldn't enjoy our meal. He really made this an exceptional experience for us and the food and drinks were delightful. I'll be completing my MBA at the end of the year and I'm strongly considering this place for my graduation dinner. Before I forget, I was very satisfied and pleased with the price that we paid for our dining experience. There is practically nothing more that you can ask for from a restaurant: great service, delicious food and drinks, and a reasonable bill. How could I forget about those biscuits. I don't eat bread anymore, so my wife had to enjoy them for me, but I remember the last time I was able to eat them (they are awesome). We also placed an order for my mother-in-law and sister-in-law. They both enjoyed their food as well. And once again, our bill was still reasonable after...