O'Charley's, Inc. Customer Service Issues

On the evening of 4/27/18, I went out for dinner with friends. I ordered the Fish & Chips and requested 2 additional pieces of fish for an extra charge. However, my order only came with 4 pieces of fish, and I was billed for $9.99 for the meal and an additional $1.49 per fish piece. This resulted in a total bill of $17.07 when it should have been around $12.97 before tax. I noticed the error later and called Randy, who promised to make it right next time I visit. Although we enjoy dining there monthly and appreciate the usual service and food quality, the handling of this situation felt unfair.

My family and I visited the Cumming, GA location on Highway 20 this evening for the all-you-can-eat catfish. We were seated and waited for a waitress for about 5 minutes. Despite it being 6 p.m. and not busy, we waited over 10 minutes for our water after ordering four waters. When we finally tried to order the all-you-can-eat catfish, we were informed it was now a white fish, but the waitress couldn't tell us the specific type. When we asked her to find out, she seemed annoyed and walked away. After waiting for over 10 minutes with no sign of her, we left in disappointment as there was no manager available to address our concerns. This experience was very disappointing, especially since we are regular customers at this location. It's frustrating to have such a poor service when we were trying to celebrate our daughter's first day of middle school and made a special trip there. Disappointed with the misleading advertisement and poor service provided. Thank you, Cindy W.

I had an unpleasant experience at the restaurant today. The service was slow, taking over 10 minutes to get bread to the table. When I informed the server that my food was incorrect and the chicken was cold, she reacted rudely and took the plates away without offering a replacement. The drink refill my husband requested also came incorrectly. Feeling disrespected, I had to leave the restaurant before breaking down. My husband requested a to-go box and pie, which took 10 minutes to arrive, and the pie was missing its topping. Despite intending to use a coupon, I couldn't due to the upsetting service. My husband was charged full price for a meal he didn't enjoy and had to leave unfinished. No manager addressed our concerns during the visit. The poor service has left me feeling embarrassed and disgusted, making it unlikely for me to return.

Your company's lack of access to the corporate office is unacceptable. I am a long-time loyal customer with a recent disappointing experience at your Anniston, Alabama location. Despite receiving only $20 in coupons for a family of four, the real frustration came from driving over 60 miles to your listed Lakeshore Pkwy location in Wildwood, only to find it permanently closed. This misled information caused unnecessary expenses and inconvenience, especially considering my health issues as a diabetic and disabled veteran. The error in advertising a closed location reflects poorly on the company and has deeply disappointed me. Living in Leeds, AL, I now must go to Alabaster for our meal, leaving me frustrated and affected unnecessarily. It would be appreciated if a corporate representative could reach out to me regarding this matter at [redacted]. Thank you, Jeff Herren, Leeds, AL.

I am Karin S., and I have been working at O'Charleys in Glen Allen, VA on Mayland Drive for nearly a year. I generally enjoy my job; however, tonight's incident was distressing. A customer from another section grabbed my arm aggressively, demanding immediate service. I was shocked and found my arm bruised. Regardless of the customer's mood, their actions were unwarranted. I was disappointed by the management's lack of reaction to the situation. While the manager was dealing with various complaints, personal safety should be a priority. I believe O'Charleys should provide better training for managers on handling customer aggression towards staff. I am sharing my experience in the hope that it brings about positive change. Many of my young colleagues are unprepared to address such situations. I have also informed the Equal Employment Opportunities office to seek a resolution. My intention is not retaliation; I simply cannot tolerate such behavior towards staff, especially when it turns physical.

I had trouble contacting O'Charley's in Springfield by phone yesterday to place a To-Go order. I made four calls, with the first three ringing at least 20 times before someone answered after twelve minutes. I was instructed to pick up my order at the bar, which was inconvenient as the customer parking was removed from the front entrance where Take-out was placed at the opposite end of the restaurant. Despite my order being ready, the barmaid struggled to print the sales slip, leading to cold food and wasted time. I was also charged tax on the order, an issue I have raised in person and via phone and email without resolution. After some delay, the transaction was finally completed. I was particularly impressed with Donna Jean's excellent customer service skills but disappointed to learn she is no longer at that location. It's frustrating to deal with these ongoing issues.

We recently dined at O’Charley's on [redacted] Bell Road in Antioch, Tennessee to celebrate my boyfriend's birthday. Unfortunately, a server accidentally spilled sweet tea all over us and our table as she exited the kitchen. Despite understanding her embarrassment, I was disappointed with how the situation was managed by the staff. My boyfriend and I were left soaked, including his phone and wallet. Although our server apologized and assisted in cleaning up, the lack of intervention from the other manager was noticeable. We had to endure the discomfort of being wet throughout our meal, causing us to abandon our plans to visit the skate center afterwards. Instead, we had to make a round trip of approximately 20 minutes to change clothes. In my experience as a server, I believe that more could have been done by the management to address the situation adequately.

I visited the Morse Road location in Gahanna, Ohio and experienced a long wait for food. The waitress explained they were delayed in the kitchen. Despite being new, she was slow with refills and checks. I noticed an error with the bill totaling $71 for three people. After double-checking, I found a $20 discrepancy due to wrongly charged items like pies on "free pie Wednesday." Even after corrections, my bill showed the same amount. The server Trey helped address these errors. I need help resolving the money discrepancy and acknowledge not thoroughly reviewing the bill before paying. Thank you.

I am reaching out to address concerns about the management team's behavior at our workplace. Lately, there have been issues affecting reliable employees where unfair practices and favoritism were observed. Employees, including myself, feel overworked and taken advantage of due to poor scheduling, lack of assistance, and discriminatory behavior. Despite giving my best effort and completing all required courses and certification tests successfully, I have faced challenges in carrying out my responsibilities. There have been instances of harassment, sabotage, and a hostile work environment that have impacted my job performance. I have tried to address these matters with management, but unfortunately, no significant changes have been made to improve the situation. I am sharing this to express my desire to resolve these issues internally and continue working as I have a passion for my job. I am considering seeking assistance from appropriate authorities if necessary. I appreciate your attention to this matter. Thank you, Daniel S.

I recently dined at your restaurant and noticed a special promotion for prime rib. Unfortunately, the waitress assigned to our table was quite rude. After ordering, she brought our side dishes and left us waiting for 20 minutes only to return and inform us they were out of prime rib. I was puzzled as to why it took so long to realize this, especially since our order had been placed well in advance. The waitress lacked proper communication and failed to check on us throughout the meal. When I requested a takeout box for my soup, she denied me. Additionally, she disputed the validity of the advertisement, claiming they did not promote the prime rib, despite it clearly stating the restaurant's address and location. Overall, her service was discourteous and inattentive, resulting in a prolonged dining experience.

After being promised a pay raise from $10 to $11.25 per hour after 90 days of employment, I find that my paycheck is less than $[redacted] a week after taxes. Despite working five days a week, I'm struggling to cover living expenses. I had to take on a second job that I can't even attend because my current job consistently schedules me for closing shifts, leaving me exhausted every day. I feel undervalued and overworked as I watch others at work get preferential treatment. I've tried expressing my concerns to my manager, but it hasn't changed anything. I even asked for a different schedule when I was hired, but that request was not accommodated. The situation has become so dire that I fear I may end up homeless soon if things don't improve.

I am a long-time employee who is deeply troubled by the recent promotion of Amado Sakko within our company. His disrespectful treatment of his subordinates, even General Managers, is concerning. While he may deliver the desired numbers, the negative impact of his behavior cannot be ignored. The turnover rate is alarmingly high, which is indicative of a toxic work environment he fosters. The company appears to value results on paper over the well-being of its employees. The culture of screaming and intimidation leading to rewards is demoralizing. It is disheartening to witness the deterioration of a once-loved company. The plea is for management to pay attention to the detrimental effects of such leadership. A call for a positive work environment is echoed, as the current situation is causing distress and anxiety among the staff. The longing for happier times with company outings and genuine smiles permeates the sentiment shared.

I am currently employed at O'Charley's in Stockbridge, Georgia. Recently, a new manager, named Linda, has joined our team. I have noticed that she has been quite rude towards me and seems to have a problem with me. On 10/11/18, despite being informed by other managers that we should not open the back door to take out trash after 9-10pm due to safety concerns, Linda disregarded this rule. She insisted that we do it that day. Fast forward to 10/27/18, I asked to come in an hour early, which was initially approved by another manager. However, when I arrived, Linda refused to clock me in, citing payroll issues related to slow business. Later, during closing, she assigned me a task that is typically done by a line cook. When I mentioned this, she dismissively stated that I was not expected to do it. She proceeded to change her mind multiple times regarding tasks, including making us take out the trash at midnight, a time that could pose safety risks. It seems like Linda may be targeting me unfairly, despite my positive relationships with other staff members. Her behavior is making me concerned about potential repercussions at work.

Hello, my name is Steve Gilbert. I am a resident of Meridian, Mississippi, and a regular patron of O'Charley's Restaurant #[redacted] located at [redacted] Bonita Lakes Dr. During my recent visit on 11/07/18 at 7:04:55 PM, I had the pleasure of meeting Shaniqua, an incredibly kind black lady who I believe may be the manager. Despite initially receiving a dish that was too salty due to my request for extra spiciness, Shaniqua graciously and promptly replaced it with a perfectly prepared meal. Her outstanding service and professionalism truly impressed me. I highly recommend acknowledging her exceptional attitude, courtesy, and compassion as I believe she is a valuable asset to your team. Thank you, Steve Gilbert [redacted] Suqualena Road Chunky, MS [redacted]

While dining at O'Charlies in Hopkinsville, KY on Saturday, November 10th, my experience was disappointing. After waiting for quite some time, our waiter informed us there was a delay in our order and it would take another 20 minutes, but we didn't see the manager as promised. When our food finally arrived after about 25 minutes, it was not satisfactory. My chicken tenders were nearly burnt, my son's hamburger was charred on one side, and my husband's tenders were subpar. Despite our complaints, the manager never made an appearance. This level of service is unacceptable, and I believe corporate should address this issue promptly. Thank you for hearing me out.

My spouse and I had an incredibly unpleasant dining experience at your Polaris Parkway location in Columbus, Ohio on Monday, December 24th, [redacted]. The quality of the food was far below expectations. My spouse ordered the Whiskey Chicken Pasta, which was supposed to come with grilled chicken, but instead, the dish had 5 pieces of lunch meat chicken with very little sauce on the noodles. We are extremely dissatisfied with the service and food quality we experienced. Today, I tried calling the location at [redacted] on [redacted] Polaris Pkwy, Columbus, OH [redacted]. I requested to speak with the manager but was placed on hold for over 15 minutes, forcing me to disconnect the call as my lunch break is only 30 minutes. This level of customer service is unacceptable and disappointing.

During my recent visit to the Bloomington, Indiana location on 4/28/19 around 4 p.m., my family and I initially had a positive experience. However, our enjoyment was quickly marred when we were seated near the kitchen and heard the manager yelling, cursing, and displaying aggressive behavior towards an employee. This created an uncomfortable environment, contradicting the company's emphasis on guest satisfaction. The disrespectful treatment of employees reflects poorly on the company's values. Witnessing inappropriate behavior in a family-friendly setting was distressing and detracted from our dining experience. The manager's actions were unacceptable and unprofessional, especially considering the young female staff's vulnerability. Addressing this issue through disciplinary measures and conflict resolution training for management could prevent future incidents and improve the work environment.

I am employed at the Salisbury [redacted] store and recently had a troubling encounter with a coworker. Despite the general manager attempting to diffuse the situation, the situation escalated with threats of physical violence from the coworker continuing even after intervention. Another employee stepped in to stop the escalating confrontation, only to become a target of aggression as well. I brought the issue to the attention of the general manager, hoping for a resolution, but no action was taken. This is not the first time this coworker has displayed aggressive behavior at work. It is distressing to have to constantly be in fear of physical altercations while trying to carry out my job responsibilities.

On Wednesday, May 29, [redacted], our family of nine gathered to celebrate our daughter's engagement. We ordered two prime ribs, one medium and one medium-well. Unfortunately, when they arrived at the table, neither the kitchen worker nor the waitress could differentiate between the two. The medium one we received was overcooked with no pink, tasting dry and resembling pot roast. After sending it back, the manager explained they only had well-done prime rib left. Despite not even eating half of it, as it was free pie night, our waitress informed the person with the wrong steak that they couldn't have pie since the steak was removed from the order. We have no intentions of returning due to this experience. The managers should ensure better communication with the waitstaff to prevent customers from receiving incorrect food items.

During my recent visit to the restaurant on Tuesday night, I enjoyed a pleasant meal with exceptional service from my waitress. However, I was disappointed when we arrived, and there was no host at the door. The General Manager, whom I later found out was Sharon, had to seat us. She displayed rude and unprofessional behavior throughout our visit, including yelling at her employees. The waitress shared with me how Sharon mistreated her, making her consider leaving the job. I have noticed this behavior on previous visits during lunch hours. Sharon's poor treatment of her staff and customers, along with a low health score that she was dismissive about, reflects poorly on the restaurant. I urge management to address this issue promptly to maintain the restaurant's reputation and retain their loyal customers.