O'Charley's, Inc. Customer Service Issues

My spouse and I, along with another couple, visited your establishment for the Prime Rib for two weekend special. Despite enjoying our night out, the wives, who both have multiple sclerosis and use wheelchairs, faced some challenges with the seating. Thankfully, Chris, our usual server, helped us resolve the issue and find a more accommodating table. The waitress, Kristin, initially had some missteps with cold appetizers and burnt rolls, which had to be sent back. Although our entrees were slightly overcooked, the service became rushed. Kristin attempted to rectify the situation with hot appetizers and better rolls. The service further faltered when one of the guests had her side salad removed before finishing. The manager, not our regular one, apologized for the mishaps, offered a free pie to compensate for the salad incident, and checked in on our overall experience.

My name is Ruby, and I visited O'Charleys in Paducah, Kentucky. Our waitress was training another girl, which was okay, but it seemed overwhelming for her. When she served our drinks, she mistakenly gave my husband a regular Dr. Pepper instead of the diet one he needed due to his diabetes, which worried me. This error happened twice before we requested water. The ranch dressing I asked for never arrived. Although my kids ate for free, the quality was poor. My son's grilled cheese looked unappetizing, resembling burnt toast with cheese shreds, and my other son's cheeseburger was dry. The meal and service didn't live up to my previous experience at this location. Despite wanting to complain, I remained calm (as per my husband's request) and reached out to you for assistance. I had fried shrimp, mashed bacon potatoes, and a salad, while my husband ordered a chopped steak that was charred outside and rare inside. My youngest son had a cheeseburger with carrots, and my oldest son had a grilled cheese and fries. The salad and rolls were the only enjoyable parts of the meal.

I worked at O'Charley's in Chesterfield, Virginia, on Tennessee Avenue for only 2 days. On my second day, I worked for 7 hours without a break and was asked to stay beyond my schedule. Tasks like cleaning bathrooms and prepping broccoli, which should be done by a prep cook, were also assigned to me. The job was advertised at $12 an hour, but they wanted to pay me $10. As a 61-year-old veteran of the United States Navy, I found this situation confusing and frustrating. Despite the challenges, I want to ensure that I am paid for the two days I worked. I worked on Friday, August 4th, from 4:00 pm until 11:45 pm, and returned on Saturday from 8:00 am until 2:15 pm. Due to the lack of breaks and additional duties, I left the premises politely to avoid a confrontational situation.

On 08/4/19, a friend and I visited O'Charley's in Woodstock, GA. Upon arriving, we had to request menus as several staff members were seated at a table in the back instead of helping customers. Despite receiving menus, we felt ignored by the staff who did not attend to us during our 7 to 10-minute stay. Even attempts to get a server's attention were unsuccessful, prompting us to leave. The lack of acknowledgment and poor customer service led to our disappointment, causing us to dine elsewhere for a better experience.

I regularly spend around $[redacted] a week at your restaurant, but I am disappointed by the general manager's dishonesty. I have confronted him about his lies, and I am now considering informing others not to dine at your establishment. His dishonest behavior has been noticed by other customers as well. Unless there is a change in leadership, I will divert my patronage elsewhere, perhaps to Loagons or another restaurant. Despite informing the district manager of the situation, no action was taken. If this continues, I will spread the word to urge my acquaintances to avoid dining at your location. This feedback is specific to the Manchester site, and starting today, I will follow through with my decision.

I celebrated my birthday here tonight, and it was a disappointing experience. The manager, Mark L., was extremely rude and unhelpful. The portion of fish served was small and overpriced. There were mix-ups with my dad's chicken sandwich and my brother's steak, which was overcooked instead of being medium rare. The fries were insufficient, and our request for rolls was ignored. Shockingly, the manager denied me a free pie for my birthday because of my complaints. Even the waitress mentioned lodging a complaint against this manager to the company for his condescending behavior. He raised his voice and did not allow me to express my concerns, causing considerable embarrassment. I, my family, and everyone I know will not be returning after this disappointing and unsatisfactory experience. I have photographic evidence of the inadequate food portions as well.

I'm trying to find an email address to send my feedback about a recent dining experience at a restaurant. Unfortunately, I only came across this one. My daughter and I visited on 10/25/19. I tried the spinach artichoke dip, which was decent, but the chips tasted unpleasant as if they were fried in old oil. The prime rib I ordered looked unusual and was tough with no flavor. The au jus accompanying it was watery. My daughter's whiskey chicken pasta had overcooked chicken that had a strange texture and taste, nothing like chicken breast. This disappointing experience has put us off from returning or dining at others like it. Our waiter at store# [redacted] in Snellville, GA, was preoccupied with a cell phone and was hard to flag down for assistance during the meal.

I had a disappointing experience at the restaurant last night (10/25/19) with my daughter. The spinach artichoke dip was decent, but the chips tasted old and had an offensive smell and taste. The prime rib was not appetizing; it seemed dyed with pink coloring, tough, and lacked flavor. The au jus was watery and flavorless. The whiskey chicken pasta my daughter ordered had overcooked chicken that resembled thick cut chicken sandwich meat and had a terrible taste. Our waiter, Willie A, seemed preoccupied with his cellphone and unresponsive to our needs. Despite being charged for a promotional free app offer, I was unaware of it, and the waiter did not clarify. For a total of $33.67 plus a $5.00 tip, the experience was extremely disappointing. I intend to share my feedback on various platforms and request a full refund instead of a gift card as I do not plan on dining at this establishment again.

I used to enjoy visiting The Restaurant in Fayetteville, GA, on Highway 85; it was one of our top choices. However, recently, I was disappointed to find the establishment in poor condition. The front door was in need of paint and attention, while the inner lobby was messy. During my last visit, I had to go in to collect my phone order myself. The staff member at the reception seemed inexperienced and unhelpful, causing delays. Despite the restaurant not being busy, the service was slow, and there was a lack of organization. The overall experience was chaotic, not at all like our previous positive encounters. I believe Blue Ribbon Management should step in and address the issues present at this location.

I frequent the Tupelo MS location a minimum of twice a week after work. Last week, we ordered 2 Pain Chillers, but were not informed about the pineapple shortage. Upon receiving the drinks, they tasted off, and the waitress mentioned the pineapple juice may have been spoiled. This week, upon ordering our usual, the same manager from last week immediately indicated they were out of pineapple again and implied we couldn't return the drinks. When I explained it wasn't our fault for the oversight, the manager asked my group of 3 to leave. Despite being regular customers spending $80 to $[redacted] each visit, we felt humiliated as other patrons watched us exit. O'Charley's should improve their management; as a loyal customer, I've never experienced such treatment. If possible, I would rate them -5 stars.

Last week, my colleagues and I visited O’Charleys in West Ashley, SC on Tecklenburg Dr. for lunch around 12:45. The restaurant was not busy, and we were promptly seated. We ordered soup and salad as we usually do. Despite our simple order, our waitress repeatedly asked what we wanted. When we had to leave by 1:15 due to a nearby appointment, she seemed indifferent. We work in Hospice and frequent this establishment, but this was the first time we felt disregarded. We requested a special booking for November 8th at noon for 15 people for a Veterans program, but were bluntly refused. The staff we interacted with were rude, and the service was subpar. As someone who owned a large restaurant before, I believe that our treatment was inexcusable. I was personally arranging a meal for 4 veterans before a program, but the experience left me upset. Thank you for your support of Veterans through your programs.

I visited my local O’Charleys in Gainesville, Georgia today around 2pm. When I was seated, our waitress mentioned she wasn't feeling well. We ordered a Mountain Dew and sweet tea without lemon. After about 20 minutes without any service, I asked for bread. The waitress eventually brought it but made a rude remark, saying we could leave if we didn't like it. When I requested to speak to the manager, she did and comped our meal, despite my willingness to pay. The manager switched our waitress to Elizabeth, who was excellent. However, the first waitress continued working and gave us nasty looks. It was unprofessional and uncomfortable. I believe corporate should be informed about this incident.

My husband and I are regulars at OCharleys in Johnson City, TN [redacted], where we had our first date. While waiting for our table, the bench we were sitting on broke, causing us to fall. Despite only one person checking if we were okay, we felt scared as we are both over 65. The manager removed the bench without further assistance. As loyal customers who always tip well, we expected a bit more concern for our well-being. We just wanted a little more attention given the situation. Thank you for reading. -Kathy and Wayne Bullen

Upon arriving at the designated time to pick up my order, I found the hostess stand unattended for a considerable period. After a couple of individuals walked by without acknowledging me, finally a staff member appeared and brought out my order for curbside pickup. Surprisingly, despite the curbside service, no one greeted me at my vehicle or inside the establishment. Upon getting home, I discovered my club sandwich was prepared on the incorrect bread without any side dish, and the tenders I ordered were missing the accompanying sauce. Dissatisfied, I contacted the restaurant and was offered a mere $5 as a resolution. Disappointed with the lack of improvement in service after my extended break of ten years, I simply requested a refund for one of the items as I have no intentions of returning.

During a recent visit to O'Charley's near the Dayton Mall in Ohio, my family encountered an issue with the ribs ordered. Unfortunately, when the dish arrived, it still had plastic packaging on the bottom. After bringing this to the waitress's attention, she informed us that the manager had removed it from the bill. Despite requesting to speak with the manager directly, we were advised that she was quite busy at the moment.

I placed an order on Grubhub on 11/9/19 at 12:13 pm for myself and two others. The delivery was delayed, and when the food arrived at 1:55 pm, the salad was missing. Despite my request for extra cucumbers for a critically ill individual, the salad was left out. When I contacted the restaurant, they offered me a credit for the missing salad instead of delivering it to me. The manager was unresponsive, and the entire situation was frustrating. Not only did I not receive what I ordered, but the customer service was lacking. I paid for the meal, delivery fee, and a tip, totaling $88, for an incorrect order that arrived late and incomplete. Another nurse also had an item missing from her order. The restaurant's lack of apology and accountability for multiple mistakes was disappointing. I plan to report this experience to the BBB and document my conversations with the delivery driver and the order details.

My family has been loyal customers of O Charley's for years, especially for their grilled prime rib. Recently, I had a disappointing experience with my orders not being grilled as requested, and tonight's visit was the last straw. After a series of poorly prepared steaks, I was informed by the manager that they no longer have a grill at our location. This affected not only my prime rib but also the ribeye and sirloin we ordered. The steaks tasted rubbery, like they had been boiled, and even had air holes throughout the meat. I hope the restaurant reconsiders their decision to remove the grill because if they continue to offer steaks on the menu, they should be prepared properly. It's a shame as we used to enjoy our meals at O Charley's, but we will have to look elsewhere for quality steaks.

My husband and I have been loyal customers at O'Charley's in Eastgate, Ohio for 15 years. Recently, my mother and aunt had a disappointing experience with a food runner/manager named Alicia who made a disrespectful comment about me to my mother. This incident happened while my mother was dining in the restaurant and I was eating at the bar with my husband. We are regulars at this establishment, and we spend a significant amount of money there. It's disheartening to see a decline in the service quality over the past year, with issues like neglected bathroom cleanliness and unprofessional behavior from staff like Alicia. Despite our long history as patrons, this encounter has left me feeling upset. I hope the restaurant management addresses these concerns to ensure a welcoming and respectful environment for all customers. Thank you, Rebekah and Craig Barnes.

My family and I went to O'Charley's on Interchange Road in Erie, PA to celebrate my daughter's birthday. Unfortunately, our experience was quite disappointing. It took over 15 minutes to even see our waiter and place our drink order. After receiving our drinks, the waiter disappeared for another 15-20 minutes before we could order our food. The meal took over half an hour to arrive, leading to tension within our group. Finally, when the food arrived, my daughter's meal was cold, which was especially disheartening on her special day. Despite our disappointment, we still tipped $15. We had been looking forward to this family dinner all week, so it's frustrating that we didn't have a pleasant experience, especially considering the restaurant was not even busy. We spent around $85 on the meal and feel like our expectations were not met. It's upsetting and I believe some form of compensation should be offered.

There are concerns about poor management at work due to favoritism and unprofessional behavior. Allegations include management partaking in substances with staff, allowing special treatment for certain employees, and engaging in inappropriate actions like stealing food for personal guests. Employees report feeling unfairly treated, with some not having to fulfill basic duties while others are targeted by the manager. Inappropriate behavior extends to dressing inappropriately for work tasks, excessive phone use, and socializing excessively during shifts. Allegations of bullying, making disrespectful comments, and provoking employees until they react negatively are also mentioned. The overall sentiment is that the management lacks professionalism and creates a hostile work environment through favoritism and inappropriate conduct.