The Cheesecake Factory — Restaurant in Sugar Land

Our visit was on 12/20/2024, around 12:00pm, and it was such a terrible experience. I need to preface my review by saying I have not visited a Cheesecake Factory in many, many years, and had never been to this location. We decided to go on this date, to celebrate my daughter’s 13th birthday, so it was a special occasion. It was not extremely busy, and we were seated right away. That’s the extent of the good part of our visit.

Firstly, the prices are outrageous for the quality and amount of food you receive. Initially, our server was nice. We placed our order and it took a VERY long time for any food to reach our table. Before our food came out, my husband drank all of his coke, and the server finally comes by asking if he wants more. Well, of course he does..we hadn’t even received our food yet! So the food comes out, sporadically. One item at a time and spaced out. My daughter finally gets her steak..but our son never received his corn dogs. We waited, since the food had coming out at random times, and we weren't seeing our server some by very often..well we ended up all finishing our meals before the waiter finally came by again to check on us, for us to be able to ask where the corn dogs were. They finally brought them out, but we were basically ready to go. When the waiter had finally brought the corn dogs, he noticed our empty glasses and asked if we needed refills. We said yes, please. He took both glasses for a moment, then came back with my water and slammed it on the table..Half way full!! Literally slammed it down. He then came back with my husband’s coke, filled, but didn’t slam his down. By this time, I was heated and ready to go, so we asked for a to-go box for the UNEATEN corn dogs and the check. I didn’t want to tip at all, but I feel self conscious if I don’t. Needless to say, I did NOT tip the suggested “$20.41 - $24.95”! I tipped $7, and I’m mad at myself for even doing that much. So I pay the check through the QR code on the receipt. We order my daughter a slice of cheesecake at the counter (we would have like to have ordered it at the table to celebrate, but getting the rude waiter to attend our table had already been difficult enough through the meal, so no).

We get the cheesecake and start walking to the parking lot, when I realize I forgot my sunglasses at the table. My husband went back in to get them and said they were turned in…broken!!! Not crushed like if they fell and someone stepped on them, but one of the arms was bent. So I went inside to speak to a manager for an explanation. I explained to him what had just happened during our visit, admitting that I should I have complained during the visit, then I literally asked were my sunglasses broken in retaliation for my $7 tip??? The Manager, Trey Eiland, supposedly went to talk to staff members, including the server, to see “what had happened”. When he came back, he advised they were found on the floor like that and must have accidentally been stepped on. (Okay, but why were they not crushed and completely broken??). He did not address any of my complaints about our service during dinner, only gave me his business card and told me to contact corporate if I had any questions. Such a waste of time. I should have just thrown the glasses away and gone about my day. So needless to say, that was my absolute last visit to any Cheesecake Factory.

Oh, and a side note, we ordered the Bang Bang Chicken & Shrimp, which was tasteless and had very little “curry” to go along with the dry chicken and few shrimps on the plate..for $24.95. The Crab Wontons were just okay, and not worth the price. My daughter said her steak was okay, the mashed potatoes were good, however, her salad was wilted. I couldn’t tell you if my son liked the corndogs, because he did not eat them fresh while we were there. Will I revisit? Never again. Would I recommend you visit? Absolutely not. I will post a photo of my receipt as well as how my sunglasses were “found”..after being “stepped on”...

We were excited to go to Cheesecake Factory after taking photos with Santa at the mall. But our experience at this location will deter us from dining out with one of our favorite restaurants again. Although it was Sunday, It was surprisingly not a busy. There were two parties waiting before us but because we made reservations we thought we were safe to be seated in a timely manner. The hostess we spoke to took our name, # in our party, got the menus and said she needed to organize the table and make sure the waiter was available to get an outside table. Then she came back and seated two other parties. 10 minutes passed and I saw her again at the podium and she asked me again how many and I said I just spoke to you. Then she said oh that’s right. No apologies but just walked us to our table outside. We then sat down and waited for another 15 minutes while every waiter and busser that passed by our table looked confused and busily doing nothing. We eventually flagged down the waiter that had the table nearest to us and she proceeded to say she was not our waiter. We asked her who our waiter was and she said it was the waitress with the glasses and went to check here she was. She then came back and said that our waitress with the glasses left and didn’t tell anyone and so now that makes her our waiter. No apologies but just got our order. She brought bread and our drinks out and then told us she put in our orders already as if she did us a favor by doing her job. We told her the coke we ordered was flat and the syrup ran out so we don’t want it so she took it away and we ordered something else. Then we didn’t see her again so we waved down another waiter to get us silverware and small plates for the bread. The kids got their Mac and cheese and the husband his pasta in a timely manner. The food was always delicious. Then we saw a confused food runner bring out a sandwich that looked like mine but went to another table so I thought maybe someone else ordered the same thing out of the millions of different items on this menu. Our waitress never came back to ask if we all got our food and if everything was good. So, I waited another 15 min while the kids and husband all finished their meals. Finally our waitress came back with the manager of the back of the house to apologize and asked if we wanted a salad. We asked them to just take jt off the ticket and to just get our check. They left. The manager came back with the sandwich I ordered but never got and said that he packed the sandwich eventhough it was still taken off the check. We said we appreciated it. We waited for another 10 minutes for our check so we waved down another waiter to get our to go boxes and check. We looked at the check, saw that they didn’t charge us for the sandwich we ordered but redacted and then also saw that they charged us for the Cokes that was bad and she took away. By that time we just wanted to pay and get out of there so we paid and did not leave a tip. As we were walking out, our waitress promptly stopped us to tell me that she didn’t charge us for the sandwich that we ordered but never got and told them to remove from ticket but they gave it to us anyways as an act of good will (or so we thought). I said I know and she rolled her eyes as if the comped sandwich that we no longer wanted would’ve redeemed the entire night of bad service...

Awful! Both the food and service were abysmal and reflected failure in training, quality assurance, and management ( #Cheesecake Factory Sugar Land, TX ). This was not our usual experience at CF.

We had a party of eight. Service was slow but we expected it. Our waitress was stressed but smiling and doing the best she could. When the appetizers came out, we had no utensils or napkins; and were still waiting for the wine and bread. We eventually got napkins (small cocktail napkins). We laughed, and the waitress explained that their cloth napkin supplier did not show up that day. No worries; it was funny but not a big deal.

My chicken marsala was served cold (the plate was hot, but the food was barely warm). The waitress took it back to reheat. 20 minutes later (after everyone was half done; I alerted the waitress) my dish eventually came back, but this time the chicken was missing (no chicken, just pasta). We laughed, and the waitress took the dish back and returned 5 minutes later with the missing chicken. Now the dish was inedible, both chicken and pasta were dry as a “cracker.” I returned the dish and forfeited my dinner.

Now, let's talk about the “Roadside Burger Sliders” which we love and have always ordered for the past 10 years. Much to our astonishment this time, the burger was essentially a dry meat on a dry bun; no pickles, onion or sauce of any kind. (Here’s the menu description, “... sliders are loaded with pickles, ketchup, and grilled onions….”) Honestly, we were served a set of four dry beef patties on dry buns with two pickles on the side. We laughed and told the waitress. She apologized and offered us a plate of pickles, lettuce and cheese on the side. We laughed.

I spoke to the manager to inform him of the situation. He was apologetic but appeared rather resigned and indifferent. He comped us with a free cheesecake. We laughed.

Then we were handed a bill that included an automatic 18% tip. We told the waitress that, under the circumstances, the automatic tip was an insult to injury. She promptly removed the automatic tip. In the end, I thanked the waitress for serving us and reassured her that the poor service we received was a management issue and that she did her job superbly.

Cheesecake Factory, with a noble company vision statement, “...dedicated to the uncompromising quality of our food, service, people and profit, while taking exceptional care of our guests and staff….”, have perhaps lost its site.

As for me and my family, we will certainly consider an alternative place for our next...