Cheddar's Scratch Kitchen — Restaurant in Tucson

I had one of the worst dining experiences I’ve ever had at Cheddar’s on May 25th, 2025. My husband and I arrived around 9:03 PM — well before closing — expecting to enjoy a nice dinner, but the moment we walked in, it was clear this location was not operating at the standard we’ve experienced at other Cheddar’s.

We were first seated at a table with a broken, caved-in seat — I could literally feel the springs poking through. When we asked to be moved, the hostess casually told us that most of the tables were like that. That should’ve been our first red flag. The restaurant looked dirty and unkept, with most tables still covered in plates, trash, and leftover food, and no one seemed in a rush to clean anything.

The service was chaotic. We received drinks that were watery, not sweet, and tasted off. We asked for tea and plain lemonade instead — still undrinkable. Our original server disappeared without any communication, and a new server randomly appeared without even an introduction. When the food finally came, items were missing, the portions seemed reversed (I ordered the 5oz salmon, my husband the 8oz steak — but mine looked much larger), and the side portions were unusually small.

During the meal, a staff member began sweeping directly beside our table, pulling chairs out so close they nearly touched ours. It was uncomfortable and completely unsanitary to be eating with dust flying and a broom within arm’s reach. To top it off, an employee sat at a nearby high-top table with friends, watching us eat, joking around, calling others over loudly, and making the entire experience feel like we were intruding on a staff hangout — not being served as paying guests.

This was a completely unprofessional, uncomfortable, and unacceptable experience, and honestly, if staff are too eager to close down to provide decent service, then stop seating customers after 9 PM. I’ve worked in restaurants — cleaning and clocking out comes after the last guest leaves, not during their dinner.

I am requesting a full refund for this experience. I have already emailed management at guestrelations@cheddars.com and hope to receive a timely, respectful response.

That said, I’ve read other reviews that mention the manager is unhelpful and gets irritated when guests call with issues, so I’m not even going to waste my time or energy getting more frustrated by calling. I truly hope this is taken seriously, because what we experienced does not reflect the...

REVIEW UPDATE

I heard from the business, and they made everything right. This is what I like. So many businesses only answer positive reviews. Not answering negative reviews only shows that those business owners don't care about those customers enough to problem solve a solution that makes return business. Return business is what makes you STAY in business.

Cheddar's integrity and professionalism really show through when they problem solve a complaint and care enough with their kindness and good customer service skills to make sure you return.

Most importantly, restaurant workers like everyone else are not perfect. We all make interesting decisions. Cheddar shares those suggestions with their staff so they can all learn more. That is what life is all about to keep growing and learning.

Thank you very much cheddars.

PREVIOUS REVIEW

I always wanted to eat at this restaurant and now that I had the experience here is my review.

PROS: The food was very good. I had the Smokehouse Burger which came with fries. Only problem was the Sautee onions were inedible. It ruined the good food served to me and the cook needs to do better. The fries were very Tasty. Without the onion issue I would have made the food a 5. But at the price of $13.57 for a burger and fries I expect it to be perfect. No excuse.

CONS The onion Issue.

The server issue. I gave the server a $20 dollar bill. She should of handed me back 6.43 before her tip. I never received the .43 cents and she brought me back a $5 dollar bill and a single, I was in a hurray so I handed her a Five.

Good customer service would have been to bring the customer some SINGLES so he or she does not feel obligated to give a server a 40% tip with the .43 cents I never received. I would have never given that big of a tip for one person. 20% would have been plenty for the server. Manipulating the customer into what she the server wants as a tip is not good practice in a quality restaurant like cheddars.

When I called to talk to a manager nobody would allow me to talk to a manager and the person I did talk to could care less about any of this.

In closing the food was great and I am glad for the experience but the server issue leaves open whether I would...

Had actually never even heard of Cheddar's but was taken there for a Birthday Dinner. Now, I'm all about creating ambience, and I understand restuarant lighting psychology creating a warm, relaxing environment that encourages patrons to linger, possibly order desert &/or wine, etc, but it was pretty dark at the tables. I had to use my phone light to clearly see the menu🤣, ok maybe I'm just old but anyway, we managed. I ordered the 1/2 rack of "Fall off the Bone Baby Back Ribs" & Grilled Shrimp with a side of Red Beans & Rice & Fries [I know, I shoulda ordered veggies, dont judge me!😜]. First off, the "1/2" rack was like the size of a FULL, it was a big ol joker [I had to take some home!]They weren't exaggerating when the say "fall off the bone", I just simply touched it with my fork and the meat crumbled from the bone! The sauce was flavorful and zesty. The Grilled Shrimp had a great buttery garlicky taste just needed a few more in the serving. The Red Beans & Rice were Bomb btw, it had lil' chunks of ham & was perfectly salted, not dry at all, just enough juice to keep it all moist and I practically ate the whole serving before touching the ribs. Overall, it was my 1st time here and was very pleased! Prices are fair. Place was clean [as far as I could see from the circle of light on the middle of our table, lol]. Waiter was attentive & the manager stopped by to check on us as well. Highly recommended for a delicious meal, also, bring a headlamp💡, flashlight🔦, matches🔥, seven 🕯's, maybe a floodlight 🤣! WILL DEFINITELY...