Cheddar's Scratch Kitchen

UPDATE: After this review, a different manager contacted me and gave us a gift card to use on a future visit. Since I am not in the area I gave it to my daughter to use. She reported that the next visit was much better. Thank you to Cheddars for allowing us to give them another chance. ORIGINAL REVIEW: This was my second visit. The first was good- what you would expect from a chain restaurant. This visit was a nightmare. I usually use social media for accolades and speak to management privately about concerns, but I spoke with both the manager on duty that night and sent a message to corporate. Since the problem was not handled to my satisfaction, I am now bringing it to their google review. We were seated at 8:15 pm on a Monday. It was not busy. I was treating my daughter, her boyfriend, and his child to a dinner out on my last night visiting. The server was never completely present. She took our orders, then wandered off, leaving me with arm mid-air to hand her the menus. She brought our drinks, but still did not take the menus, so when another nearby table left, I placed the menus on that table just to get them out of our way. She served the salads, but never removed the plates for the rolls. I moved them over to the dirty table as well. She never removed a plate or glass from our table. Our food took 55 minutes to be served. It may have taken longer, but when she served cold drinks to a nearby table, my daughter asked her how much longer and she replied she would get them as soon as she went back- our food was already on the tray, ready to be served. I had mentioned a food sensitivity. It was clear from her response when she delivered the food that she had never told the kitchen about it, had not looked to see if any ingredients might cause a reaction, clearly had no training on food sensitivities, and tried to tell me that rice "inherently contains gluten". I finally lost patience and told her if she made me sick I was going to hunt her down. As expected, the food was lukewarm, but the steak was really overcooked, cold, and the broccoli was mushy with an odd, almost fishy taste. We had to hunt down our server and ask to have the meal replaced. It took 25 minutes. While that guest was waiting for his new meal, he was never offered an appetizer, another salad, or any kind of snack. There were no updates. By the time the new meal came out, the rest of the table was finished and we all sat there while he ate. At this point, we felt management needed to know about our experience. Since we could not find our server and the only other server we saw was blatantly ignoring us (probably sick of hearing people complain about this server), I called the restaurant's phone and asked for the manager to come to our table. The manager was really nice and empathetic. She said to hold off paying until she had a chance to review the bill and ensure it was all set. The server wandered over a while later and said the manager had taken care of it and to have a good evening. The way she said it, I thought the manager had comped our meals so I told her to thank the manager for her generosity and I prepared to leave. My daughter noticed the server gave a strange look, which prompted us to review the table payment system, only to find the manager had given us a 10% discount. $4.60. That was it. There were also a couple overcharges to our order, but when the screen refreshed they disappeared, so that was apparently what the manager had "taken care of". I tipped the 10%. By this time it was 10:10 and I was too tired to deal with it. I paid and figured I would handle it through corporate. Since it has been over a week and they have not responded, I am here to let everyone know. Watch out for this location. When things are good, they are good, but when they are bad, you are better off grabbing a frozen dinner at the grocery store and popping it in the microwave. Breanna- I hope this was a learning experience for you and that you figure it out quickly. Tracy- $4.60? Really???