I love the Cheesecake Factory. For a chain, I find the food to be really good and there is a great variety. We decided to check out this notoriously busy restaurant expecting to wait.
Well, wait we did. First, when we next in the queue for a table (after an hour long wait) the hostess ended up giving it to a larger party. We complained and management fixed it and had us seated right away. But I was already annoyed. How does that even happen?
Then we waited FOREVER for drinks, which were forgotten. Then another lifetime for food. At one point, a manager came over and said the chef fucked up the poached eggs and it would be a while. So we waited.
Then they screwed up our dessert order. And the bill wasn't right. I was a bit surprised that we didn't get comped for a portion of our meal, but oh well.
So, I think the reason the line ups are insane is bc this place just cannot turn tables. 3 hours for food and insanely terrible service. While the the staff is all friendly, there are clearly not enough of them and the processes need streamlining.