Cheescake Factory, Dulles, VA Complaint - Discoverd piece of Glass in Beverage

Review by mona19 on 2010-07-28
DULLES, VIRGINIA -- We had a very bad experience at the Dulles Cheesecake Factory. We have been going to Cheesecake Factory for a long time nationwide and usually we are satisfied with the food and service. But here what happened other day when we order the 2 beverage and we discovered the pieces of glass in our beverage. Thank to god we did not get hurt. This is something highly unacceptable from the big organization.

We paid a good amount of money, we expect to get good service and a good meal in return. Now only you have lost our business, our family and friends business as well.
Comments:13 Replies - Latest reply on 2010-08-27
Posted by RestaurantGuy on 2010-07-28:
What probably happened is someone broke a glass in the ice bin and didn't realize it. It was an accident that unfortunately happens from time to time. I'm not sure writing them off due to a mistake is the way to go here.
Posted by Anonymous on 2010-07-28:
I agree, RG. By not notifying them of what happened and allowing them the chance to respond, it's difficult to classify them as not providing good service.
Posted by Anonymous on 2010-07-28:
Wow....have we really become so self absorbed that we've lost sight of the fact that people make mistakes and accidents happen? I'm sorry, but I hope your friends have a little more grasp on reality than what you seem to have. CF didn't do this on purpose, there's no way they can ever NOT have accidents or mistakes, by bringing it to the attention of the manager, you would have no doubt received compensation and a sincere apology.
Posted by V on 2010-07-28:
When you told management, what was their response?
Posted by momsey on 2010-07-28:
Did you notify management? Did they attempt to make it right?

As the others have said, mistakes happen, accidents happen. Thank God no one got hurt, but it sounds like an accident.

Why are your friends and family never going there again?
Posted by shayen on 2010-07-28:
So did you not otherwise receive a good meal and service? What did management say when you brought this to their attention? Obviously, this was an accident that could have happened almost anywhere and thank goodness no one was hurt. Apart from that, I'm not sure what else there is to say. Personally, I would not let something like this sway me from visiting a business where I had otherwise always had good service and I'm not sure why your friends and family members would choose not to dine here. It doesn't make sense to me. Are they afraid they will have glass in their beverages? This is why you bring issues like this to management's attention: you ensure they are aware of the problem so they can check into it and make sure it doesn't happen again.
Posted by andbran on 2010-07-28:
you must have a lot of influence if you tell your friends and family not to go there. if this is the only bad incident you had then you are making a mountain out of a mole hill.
Posted by Pepper on 2010-07-28:
How did you find the glass shards?

Did you just see them, or were you injured by them?

You should ALWAYS talk to the manager if you find broken glass in your food!!!

Even if you're not injured, the manager can make amends for the issue.
And if you are injured - they can be liable for the medical expenses

(it happened to a friend. she ate a meal that had broken glass in it. the restaurant had make serious amends for it, including her medical bills)
Posted by yoke on 2010-07-28:
I am sure the management was thankful when you told them. As another poster said the glass probably broke in the ice bin and that could be dangerous for others also. I know when I worked in a restaurant and that happened we had to empty the entire ice bin and refill it.
You did tell the management, didn't you.
Posted by Pepper on 2010-07-28:
that's what I want to know

cos... to not tell them could mean that other patrons also received similar drinks - say if there was broken glass in the ice bin.

Posted by Ghost of former member on 2010-07-31:
And what did the manager say when you brought this to his / her attention? You DID do that to give them a chance to rectify the situation, right?
Posted by mona19 on 2010-08-27:
Here is the response from the management. Please read below.

Dulles Cheesecake Factory restaurant.

On behalf of our entire organization, I sincerely apologize that you discovered glass in your beverage. This is highly unacceptable and has been addressed with our General Manager and Quality Control Department.

Please provide me with your telephone number so I may call you regarding this matter. If you prefer, you can call me at 818-871-8390, Monday - Friday, 8:00 A.M. - 4:00 P.M. PST.

Posted by Pepper on 2010-08-27:
Oh good, you contacted them!

out of curiosity... it's been over a month since you wrote your complaint.

nothing bad against you... just curious as to how quickly they responded.

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