My complaint:
Two reservations of 8 were for Saturday, January 7th, 2023. Made reservations online but would only take 6 per reservation so I telephoned the facility and was told that on Saturday reservation per person was only 6. I requested for the two reservations, 5 tables in a row and one booth, each table seats 2. I was told they would get the booth as close as they could to the row of table seats. Arrived at Newark Cheesecake Factory, wait time was good even though we had reservations but was taken to two booths instead of my request of the row of 5 tables and one booth. Our server was very nice and attempted to assist us as much as she could. I was not given any options so if i wanted to stay, I had to take the two booths with a chair at the end of each booth, but a table became available, and I asked the server if we could take the table, she said yes but we had a lady from the front desk watching our area and she came over and rudely stated that the table was reserved for something. the best they could do was give us two chairs to go on the end, which the server had already recommended, however the table remained empty until just before we were getting ready to leave, they seated someone at the empty table. Even though our server was due to clock out, she wanted to remain and make sure all our orders were in and we had everything we needed before she clocked out. Management would not allow her to stay, they put another waiter in our area, and he was managing two different area. We just sat there being unattended. They brought over orders that were not our orders. My first experience and not a good at all. My daughter wanted to visit the Cheesecake factory to start her upcoming birthday week. We had family who traveled to surprise and be with her. Not a good experience at all. I debated whether to bring this to your attention or not however after a lot of consideration I felt I needed to.
the ladies at the front desk were doing an awesome job until the rude lady came up. It became total confusion at the front and during our stay. The rude lady and a tall lady who said she was the supervisor. Also let me bring to your attention, when we were walking back to what I thought was our tables, several of the servers was singing happy birthday to someone, when i stated that it was my daughter’s birthday, the male waiter stated that they could not sing happy birthday to my daughter. they were supposed to give her a free ice cream of some sort and write happy birthday on her plate of food, but they didn’t even do that. My daughter wanted to know why they were singing earlier but now they can’t. I’m trying to understand, I’m trying.
Suggested solution:
I understand that the Cheesecake factory is a very busy place however rudeness should not be tolerated.
If you reserved a reservation, then it should be honored with how you reserved it, and no one sat at the empty table so what was wrong with us sitting there.
Don't sing happy birthday to anybody if you can't do it for everybody
If staff chooses to talk about a situation going on, try not to do it so the people you are talking about can see and hear you. The people who were sitting near us knew what was going on and that it concerned us, that should not be tolerated, very professional.
