The Cheesecake Factory — Restaurant in Sunrise

I don’t know what is up with this location but it is horrible. I have been going to cheese cake factory for years and usual go to the one in las olas but I have been to this one twice trying to give it a chance as I just moved out west. The first time I dined, inside our food had a few mix ups and our server got our order fix and we were all good. This last visit I did take out I was waiting for over a hour, for flatbread and salad ok maybe the kitchen was backed up. Well I get my order and my salad is sitting on top of my flat bread. My flat bread has the wrong ingredients on it and my salad is wilted. The manager gets involved (Jerry) to get it fixed ok great. I don’t think to check because this is a manager that has taken care of me right. Well I get home and this is what’s in my bag. (Pictures attached the salad is limp and the cheese is melted together from being on top of the hot flatbread). This is so upsetting I am just disgusted by this whole ordeal, and to think this is not the worst part. KEEP READING IF YOU WANT TO KNOW HOW I WAS TREATED AFTER THIS HORRIBLE FOOD EXPERIENCE.

I call the next day and speak with a morning manager (I can’t remember her name) and she apologizes and lets me know that I will get a complete refund. She only asked for my name which I find odd. She says that she has found my ticket as I was the last to go order, she assured me that she didn’t need my credit card information or anything told me that it would take 7 to 8 business days. I honestly kept track of this because it was just weird that she didn’t need any other information. Almost 2 weeks have gone by so I called back and I am informed that it actually takes up to 14 business days so I wait and now it’s been over a month and I called today 8/4/23. And I am feeling like I’m being treated like a criminal questions are being asked was it the whole order messed up or just one item? Am I getting a partial refund like I made up the food being trash and burnt. so I still have the pictures and was told yes please send over the pictures, so let me get this straight. You guys completely messed up an order not once but twice tell me I’m getting a refund don’t issue the refund I’m having to follow up with all of this and now I’m being treated this way is mine blowing. I’m told that because now it has been over a month they have to reach out to corporate and get my credit card information. I am so over this and I am done following up with this. They made this mistake and I am having to stress over getting it fixed?! I have been a manager for over 12 years working in customer service as well as retail and I would never treat a guess this way. I was not going to write this review but after the way I was treated today I decided to share, hoping that no one else goes through what I went through at this cheesecake factory with this ...

My family and I dined here tonight to celebrate my niece's 19th birthday, but unfortunately, our experience was far from what we had hoped for. The evening started off with excitement, but it quickly turned into a frustrating ordeal.

First and foremost, our food took over an hour to arrive, which set a negative tone for the evening. When the meals finally came, my brother-in-law's burger was charred to the point of being inedible. The manager was polite and offered to bring out a new one, but that too took another 30 minutes. By that time, the rest of us had finished our meals, and my brother-in-law had lost all enthusiasm for eating at that point.

When we inquired about the delay, we were given a rather lame excuse that the kitchen was backed up. It’s important to note that by that time it was 10 PM, just an hour before the restaurant closed at 11 PM. It leads one to question how they handle peak times if they can't manage a timely service.

What was particularly disappointing was the lack of acknowledgment of my niece's birthday. Despite the waitress being aware of the celebration, no one offered anything special. There was no happy birthday song, cake, or even a simple gesture. Our special occasion felt overlooked.

To top it off, when the check arrived, we were hit with an imposed service fee. Considering the lack of service we received, it felt unjustified. We had hoped the manager would show some goodwill, perhaps by offering a dessert on the house or other special treatment, but she never returned to our table. Instead, another staff member brought us the check, leaving us feeling even more dissatisfied. The staff member took our credit cards, and when She came back, all charges were split wrong, so she had to go and re-run the credit cards again with took another 30 minutes, unacceptable!

Overall, our experience was disappointing. What should have been a joyful celebration turned into a frustrating situation, with poor food service and a lack of acknowledgment of our special occasion. I hope this restaurant can improve its service to prevent future celebrations from falling flat. If you are celebrating a birthday and want to have a nice evening, please make yourself a favor and select a different restaurant. Don't come to...

I had an extremely disappointing experience at The Cheesecake Factory in Sawgrass Mills on 2/14/25. I came in expecting the usual great service, but what I received was unprofessional behavior and poor customer service.

I had a gift card on my phone and expected the server to handle it appropriately. Instead of taking the number down himself, he slapped a piece of paper and a pen on the table and walked away. When he returned, my guest and I were still writing the long card number. I jokingly said, "You could have taken my phone," expecting a simple response or acknowledgment. Instead, he gave a dismissive, smug smile, said nothing, and abruptly walked away.

When he came back, I repeated myself, thinking he hadn’t heard me. His response? With an attitude, he snapped, "I don’t want to be responsible for people’s phones!" Excuse me, but am I supposed to be responsible for a chewed-up, dirty pen that barely worked? The least he could have done was provide a functional pen or, better yet, simply take the number down himself. Isn’t it part of a server’s job to process payment?

This whole situation was handled so poorly that my guests and I were disgusted. I’ve been a loyal customer, frequenting the Fort Lauderdale location when I lived nearby. Now that I moved closer to Sawgrass Mills, I was hoping to make this my new go-to Cheesecake Factory. After this experience? I see why I stopped coming.

I am not used to this level of service. If I wanted to be treated like a second-rate customer, I would have gone to McDonald's or IHOP—places I don’t even frequent.

What’s even worse is that I would have gladly gotten up and walked with the server so he could enter the gift card himself—a simple, reasonable solution that should have been offered.

If printing out gift cards is required, this should be clearly stated on the website to prevent unnecessary inconvenience. It’s clear that the standard at this location has drastically declined, and the lack of professionalism from staff is disappointing.

Cheesecake Factory needs to do a better job of training their staff to provide basic customer service and professionalism. I don’t see myself returning anytime soon unless serious...