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| - If you have a spare four hours, have lots of patience, and don't mind spending a lot of money for average food, this might be your go to chain restaurant.
We wanted to make a reservation for Thursday night (1-14-16), for ten. We were told that company policy didn't allow reservations, even for large groups. My wife asked how long it would likely take if we showed up at 6:00. She estimated 45 minutes.
My daughter arrived at 6:00 and put in a reservation for ten and was told it would be around 7:15. (75 minutes rather then 45). No big deal. We go to the bar and 7:30 rolls around. I wander through the restaurant and notice that they are severely limited on large tables and that none of the large tables are close to being done. We talk to the manager and he estimates it will be another 5 minutes. What did the manager see that I didn't? A little bit before 8 we get buzzed, get our group together including an elderly person with a walker, and are informed that the table is not ready but that he wants to give us an update. He puts the blame on customers who are taking too long to leave (we later learn it is really due to really slow service). The manager orders us two complimentary appetizers at the bar where we have already spent over $150. A single crown royal on the rocks runs $10, and the menu includes no prices for drinks. We finally getter seated at 8:15. This is an hour after we were told the table would be ready and two hours and fifteen minutes after we arrived.
This better be good. Our waitress was pleasant and expressed an understanding of our long wait but then proceeded to do nothing to make up for the poor service. Honestly, I have never seen a restaurant do a worse job of turning tables. There was almost always 5-6 tables that were not cleared, or were empty. The manager told me he was aware of this issue.
Our orders didn't get taken until 8:30, and our food didn't arrive until 9:00. I ordered the steak tacos. The black beans were stone cold, the rice and tacos were barely warm. At this point I had talked to the manager twice and was simply starving. I should have sent it back but didn't. The cheesecake we ordered was average at best and took for ever to arrive. My son ordered a slice that they were out of. Long story short? We got out of there at nearly 10:00. It's not the customers that are causing tables to be occupied for 90 minutes. I thought maybe something besides the two appetizers would be comped. They were not. No apology from anyone when we left. Our food bill and tip was over $270 plus a bar tab of over $150. So....we spent about $42 a person for a four hour miserable experience. Any restaurant that knew what they were doing, would have given us a small gift card to give them a second chance on a better night.
It amazes me that this place is this busy. I have been to the Chesecake factory in in Chicago and don't recall these problems. I suspect that after the novelty wears off, that people will go to the many other restaurants in Dane County. While waiting for our table, I shared my observations with the manager and asked him if he had read any of the negative reviews on-line. He said that he had and that corporate was also well aware of the problems. You will notice that management doesn't appear to respond to any reviews on-line. More importantly, they do nothing to correct the problems. We were celebrating three birthdays, but what we will remember is the service that sucked at the Cheesecake Factory.
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