O'Charley's, Inc. Customer Service Issues

I am having trouble reaching a person to address my issue. The local O'Charley's staff could not assist me. I bought multiple gift cards last year and this year. One of them I used at the O'Charley's in Foley, AL recently. The waitress informed me that the card was not registered. Could you please verify the status of this card along with the others I purchased? If it has been used, could you provide details on when and the balance on it? I am puzzled as to why the card did not show as active. The card number is 6[redacted] 4[redacted]. Thank you, Celia R. Phone [redacted]

I am looking to place an order for a family going through a tough time. The wife needs a liver transplant. I tried ordering for tomorrow at 1 o’clock after church, but Adrian, who said he was a supervisor, said they couldn't take the order until tomorrow. I mentioned I wouldn't be able to call on Sunday due to being in church. Adrian mentioned they might be able to do it if it's a big order, but I decided not to stress about it. In the past, I've ordered from different places like Dominos Pizza, Denny's Deli, and Chic-Fil-A without any issues. However, the family requested O'Charleys this time. I've never had trouble placing orders in advance for delivery, sometimes even days ahead. My concern is why an order, regardless of size, wouldn't be accepted in advance if it's paid for.

Dear Sir/Madam, I recently dined at an O'Charley's location in Cincinnati with a friend. We ordered a Combo Meal with small Chicken Teriyaki and fries, along with a Chicken Philly and Jalapeno Pepper Fries. Regrettably, while eating the Chicken Philly, I discovered a hair. I informed the staff but was only offered another sandwich due to the absence of the manager. Dissatisfied with the response, I could not eat after the incident. I have concerns regarding the professionalism and cleanliness of the establishment as no apology or explanation was provided. I am curious about the overall integrity of your food preparation practices. Thank you for addressing these issues promptly.

I visited the Bell Rd location and waited almost an hour for my takeout order. Unfortunately, when I finally got my food, everything was either incorrect or of poor quality. I attempted to call the store to address the issue, but overheard someone saying to hang up on me when I mentioned I was calling to complain. The manager accused me of lying when I mentioned not receiving a receipt, even though they acknowledged remembering me mentioning my son's situation. I spent a significant amount of money on this meal, and the poor quality coupled with the disrespectful treatment I received from the employees and manager is truly disappointing. My wife suggested contacting the main office to give them the opportunity to rectify the situation.

During lunch, I ordered a philly cheese steak sandwich but received a philly cheese sausage sandwich instead after the waitress brought it out twice. The manager suggested a roast beef sandwich as an alternative, which I accepted reluctantly to avoid conflict. My friend offered to pay for the unwanted sandwich, and I received an incorrect charge on my bill upon leaving. After contacting the restaurant, they offered me credit for a future side item, which I find unacceptable. I believe I should be refunded for the incorrect meal despite my friend offering to cover it. The overall bill was much higher than anticipated, exceeding $50 with tip. While service was slow due to short-staffing, the main issue was the mix-up with the order. I think the waitress should have been more knowledgeable about the menu to prevent this situation, and the manager could have handled it better by offering a refund immediately.

In the last two months, my three orders from O'Charley's for home delivery have been inaccurate. The first time, I received a cancellation message after the website accepted my order, and the local restaurant directed me to DoorDash. The manager, Laura, promised a refund for the mistake, but it took several days to process. My subsequent orders were also problematic - missing items and incorrect preparations. When I complained to Laura about the most recent order, she was defensive and unhelpful. Her attitude was rude, and she failed to address the issues effectively. As a retired Air Force member with high anxiety, I was disappointed by the lack of respect shown during our interaction. I believe the situation warrants attention from O'Charley's corporate office to resolve these ongoing service issues. Thank you, Will H.

I visited your restaurant on Saturday, the 25th, at 1:32 PM at O'Charley's store [redacted] in Harrisonburg, Virginia. My check number was [redacted]. I paid $20 but was disappointed with my 6 oz sirloin as it contained a lot of cartilage or a thick white membrane throughout, making it inedible. Despite the attentive but overwhelmed server, I couldn't finish my meal due to this issue. Additionally, I signed up for the Old Club, but my points did not reflect in my account. This experience left me unsatisfied, and I doubt I will return to O'Charley's in the future.

Recently, I've noticed a reduction in the amount of sauce provided with the Chicken Parmesan dinners I order. This has been the case for my last two orders, where there was only sufficient sauce for half of the spaghetti included. Despite being informed there was an option to add more sauce, the only available additions were condiments and other types of sauces, leaving me unable to purchase extra sauce. As a regular customer who orders approximately twice a week, it would be greatly appreciated if the Chicken Parmesan dinners came with an ample amount of sauce. My orders are from the Cleveland Avenue store in Columbus, Ohio.

I purchased gift cards for Christmas presents on December 9, [redacted]. However, I have not received them or any updates. My card has been charged, and I am seeking information about their status or a credit if necessary. The charge was made on a Discover card for Eldon M. My email is [redacted], and my phone number is [redacted]. I have been unable to reach O'Charley's by the published phone number.

On December 31st, I purchased a gift card on sale for $40 from O'Charley's official website. I never received the email confirmation, receipt, or the gift card itself. When I visited the restaurant, I paid for my food using another method as I had planned to use the gift card. Since I did not receive the gift card, I am now seeking a refund. The pending transaction on my card is listed from Nashville, Tennessee, where O'Charley's headquarters are located. I would appreciate it if O'Charley's Inc could issue me a full refund instead of sending me the gift card that I never received and is now of no use to me.

I am sharing my recent experience at O’Charleys. On 6/22, I went there with a friend after not visiting for years at her suggestion. We both ordered the seafood platter with mashed potatoes topped with bacon, mushrooms, and onions. While eating, I bit into something hard and discovered a piece of a broken plate in the potatoes. Startled, we called the waitress, showed her the object, and she took it to the manager. After the incident, the waitress said our meals would be complimentary. However, my friend was concerned about the possibility of glass in her dish, although she had hardly eaten any. The waitress later confirmed that both meals would be free. Eventually, the manager, Scott, apologized and handled the situation. I filled out an accident report due to the incident, and Scott was accommodating despite being in an interview. It was a concerning experience, and I hope steps will be taken to prevent such incidents in the future.

I recently dined at O'Charley's in Danville, KY and placed a sizable order including chicken tender nachos, a top sirloin meal, cedar-planked salmon, 2 plates of chicken parmesan, along with a sweet tea, a strawberry lemonade, and a whole ooey gooey caramel pie. Regrettably, I encountered issues with the service as my server was impolite, and the food took nearly an hour to arrive, only to discover that both the chicken and salmon were undercooked. Given my pregnancy, consuming undercooked meat posed a potential risk. Despite requesting replacements, the second set of dishes also arrived undercooked after an additional 30 minutes of waiting. This level of service and food quality is unacceptable, especially for a pregnant patron. I have raised this matter with the corporate office in hopes of obtaining proper replacements for all the items ordered.

I work at O'Charleys in Cleveland, TN with my manager Russ. On Saturday around 5:20 pm, I was interrupted by Russ before delivering drinks, bread, and salad to table 52. He wanted me to participate in a "beanboozled" jelly bean game, threatening that if we didn't sell enough flags we had to eat the beans. I declined politely since I dislike jelly beans. In response, Russ insisted we go to the office, leaving the table unattended. I explained the situation to him, but he instructed me to clock out if I didn't want to join the game. Distressed, I informed table 52 I was being let go for not participating and wished them a good evening, but Russ intervened. The confrontation escalated, leading to me spilling the tray in the kitchen. Russ then demanded I leave, pay for my $18 tab, and threatened to involve the police. Despite attempting to settle my bill, he refused and dismissed me from the premises. I sought clarification if I was fired unjustly, but Russ ignored my questions. This incident has left me feeling distraught and embarrassed. Please contact me at [redacted].

I recently purchased gift cards at a discounted rate and was pleasantly surprised when the discount was even more than expected. After receiving the cards, confirming their balance, and giving some as gifts, I later received a refund email without any explanation. To my dismay, upon checking, the cards were no longer active. It was embarrassing to inform the recipients that the O'Charley's cards I gave were suddenly inactive. I feel let down by the inactivation of the cards after I had paid for and received them. The customer service experience with O'Charley's has left me disappointed.

Hello, my name is Harriett Chapman, and I reside in Lake Charles, Louisiana, [redacted]. I would like to address an issue regarding a food product I received at a restaurant during lunch between 1:00 to 2:00. I ordered a cup of lobster chowder, and approximately 2 hours later, I experienced sickness, which I suspect was food poisoning from the chowder. This incident occurred at O'Charley's in Lake Charles, Louisiana. After visiting the emergency room the next day and receiving IV treatment and medication for nausea, I expressed my concerns to the local branch but felt dismissed. I believe the improperly prepared lobster chowder from that store caused my illness, resulting in stomach discomfort, lightheadedness, and diarrhea. Although I also consumed a salad with chicken and a blackberry cobbler, pinpointing the exact cause of my sickness is uncertain. I want to inform the corporate office about this issue, as I will require further medical attention. I can be reached via email at [redacted] or by phone at [redacted]. I experienced this on 2/22/23 while having lunch with a friend at O'Charley's that day. I have a copy of the receipt from that visit to provide further details. Thank you for your attention.

O'Charley's used to be a beloved dining spot for us in Indianapolis. Since relocating to Florida, we've missed having one nearby. Living close to a restaurant, like the Cody's Roadhouse that recently opened near On Top Of The World, would be ideal. It's an area with growing residential developments for families and 55+ communities, along with a new Marriott hotel. Placing a restaurant in this Southwest side of Ocala would be a smart move. Thank you for considering this suggestion. - Earl Winblad

A group of friends and I dined at O'Charley's on a Monday night. Sadly, it was a disappointing visit. My chicken tenders were dry with no flavor, the nachos were mostly chips, and the service was slow both for drinks and food. This recent experience, as well as my previous visit two months ago, has left me feeling like it's not worth spending money here. I'm unsure how this can be resolved as I would prefer not to return. I simply wanted to share my experience, not intending to come across as rude, just frustrated with the overall visit.

I ordered fish and chips, and the first was good, but the to-go order had a different fish. When I asked for the right fish, the server brought it but didn't adjust the bill as promised. I also ordered honey-drizzled chicken, which was overcooked but didn't mention it. The mango tea was unavailable. It took two hours to get the food and the bill, which wasn't itemized properly. There was no host to seat us, so we did it ourselves and were told a section was closed. O'Charley's seems to be declining, reminding me of past disappointing visits.

I used to enjoy the country fried chicken salad, ordering it many times both for dining in and takeout. This week's carryout order was disappointing. The salad came in a smaller container, barely filled, mostly with iceberg lettuce and minimal toppings. The portion of fried chicken was smaller, and the honey mustard dressing was watery and tasteless. Only one bun was included, priced higher than before. For $30, the value was not worth it. The lack of customers in the restaurant was also concerning. Unfortunately, I won't be a returning customer due to the decline in quality and value.

My husband and I visited O'Charley's for dinner after church today. We ordered our usual meal, the Fried Cod in hand-battered Fish and Chips along with a baked potato. When the waitress brought our food, I noticed it wasn't what we ordered. Despite claiming we always order the cod dinner, the waitress insisted it was correct. Skeptical, I asked her to confirm with the cook what kind of fish it was, mentioning it didn't seem like cod. Regrettably, we proceeded to eat the unfamiliar dish, which turned out to be a disappointment - nothing like the hand-battered cod we always enjoy. Although we expressed our dissatisfaction, we paid the bill and left. While we generally avoid causing trouble, we were quite disappointed with our experience at the Canal Winchester restaurant. Thank you.