| rev:text
| - I would give this 0 if I could, not just for the food error, but for the extremely poor way that they handled it.
I went there after Elton John on 2/21/18 . I had told my friend what a great place this was. My companion ordered a BBQ Bacon Cheeseburger and asked for the sauce to be on the side. BBQ sauce can be sweet, smoky, vinegary, thin, thick, hot, like ketchup, like mustard, etc., you just never know. He ate a couple of bites and said that it tasted funny. It was slathered with BBQ sauce
He is from Brazil and is not used to the usual American way of notifying the staff when something is wrong. I told the waitress, who was sympathetic but since we did not want to have them recook the burger (it was almost closing time--I do not like to ask a cook to remake something a few minutes before closing time.) she did not adjust the bill and it was brought right out. Nobody asked if we wanted cheesecake, no refills were offered, just the bill, quickly and not by our waitress but somebody else.
I asked to speak to the manager. When the manager came, I explained that it just hadn't been a very pleasant night. He took the bill, and said "Keep your credit card, I'll take care of this." and brought cheesecake menus. My companion ordered a cheesecake, and they brought the bill, again.
This time there was a free cheesecake, but no accommodation on the burger. Full price. $15, which is top dollar for a hamburger.
I know that mistakes get made in the kitchen, but don't make a big show of doing something about it when you are not doing anything at all.
Another friend told me to call the next day, because perhaps the manager just didn't have a chance to adjust the bill , so I did. I spoke to a manager named Joe, who listened and said he would get back to me, and of course never did.
I understand you don't want to comp everybody who complains, but the error was clear, the food was made wrong. I also don't mind paying for what was eaten. I just don't like paying $15 for a burger that was not made right.
In my business we go by this philosophy: MISTAKES HAPPEN When they do: 1 Own it , 2 Solve it Quickly, 3 Make it More than Right. Something this Cheesecake Factory did not do.
I brought it to the attention of the waitress, I brought it to the attention of the manager and I brought it to the attention of another manager the next day. I did not make a scene in the restaurant, I was as reasonable as I could be. I can only conclude that they dug in their heels and wanted that $15 real bad.
You saved $15 on a cheeseburger, but you lost this customer for life.
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