O'Charley's, Inc. Customer Service Issues

Why doesn't O'Charley's support designated drivers? My designated driver only ordered coffee, yet I was charged for it. When I spoke to the manager, Tommy Thompson, he was unhelpful and even mentioned calling the police or a taxi. I tried to explain that my driver deserved a simple cup of coffee, but I was denied. This is the only restaurant in the area that doesn't offer a drink to designated drivers. I frequent O'Charley's at East Town regularly and spend a lot of money there. If they can't accommodate my designated driver, maybe I should consider going to Applebee's instead, as they do take care of designated drivers. I am extremely disappointed in how O'Charley's handled this issue and may choose to spend my money elsewhere.

On 12/10/19 at around noon, I phoned 45 minutes beforehand to inform O’Charley’s #[redacted] that 70 high school students would be arriving. During our visit from 12:45pm to 3:00pm, we made up 90% of the customers present. The waitresses seemed agitated upon learning that each student would pay separately. They were overly concerned about gratuity, checking twice before ordering and paying to ensure it was not included. One student was shorted $5 and accused of underpaying by mistake. The primary focus of our experience was on tipping. After we left, I observed the rudest waitress complaining about our group. This behavior was unlike what I have previously encountered at O’Charley’s. Many students were dining there for the first time and were upset by the disrespect shown to us. Some students didn't receive their change back as the waitress assumed it was a tip.

I celebrated my husband's birthday dinner at the Strongsville Restaurant. We frequent this place as it's near our home. However, our recent experience was disappointing. Our server was inattentive; we waited long for our drinks while tables seated after us got served promptly. Even when my husband ordered another beer, our server was nowhere to be found. Eventually, she brought the drink, but my husband no longer wanted it. It was frustrating to witness other servers attending to their tables while ours seemed absent, possibly hiding in the kitchen. It was a letdown from what is typically a pleasant dining experience.

This wasn't my first issue with your service. I placed an order for pickup at 12:15, but when I arrived, my food was neglected by the phones, and I waited for 10 minutes while staff ignored me. After making a comment, I finally received my order. This type of service is unacceptable, especially when rushing on my limited lunch break. I couldn't even eat my meal at work and had to give it away. I demand a full refund for this inconvenience. I attempted to submit my complaint online twice, but the website is facing technical difficulties.

I drove over an hour away only to have the worst experience of my life. After calling in my order, I received a call 30 minutes later informing me that they didn't have half of it. I reluctantly replaced the missing items but upon pickup, they were also unavailable. I ended up with half my order missing items, including A1 sauce, potato, rolls, and cold mac and cheese. This level of service is unacceptable. I believe my wife and I deserve a complimentary meal to make up for this. I am sharing my email address, but I would appreciate a phone call at [redacted]. This disappointing experience took place at the River Gate location.

My husband and I recently dined at O'l Charley's in Centerville, Georgia, and we were thoroughly disappointed. We had hoped to try their prime rib, but after speaking to the manager, who was incredibly rude and unhelpful, we were informed it had all been sold to another customer. We requested a medium-well steak for my husband which arrived overcooked for the second time. Additionally, we had the same rude waitress as a previous visit, neglecting to refill our drinks or bring us rolls. I ordered the bourbon glazed bacon filet mignon, which was a letdown - resembling a tough roast beef rather than an expensive steak. This experience was upsetting, and I am unsure if we will return or recommend this restaurant to others.

When I dine out, I always order a salad with specific ingredients to avoid wasting food. However, during my recent visit to your Milford, OH restaurant, there was an issue with my salad order. I clearly requested only lettuce, cheese, egg, and extra ranch dressing, but the salad arrived with additional toppings. When I politely addressed this with the server, Ben, he got confrontational. This isn't the first time I've had an unpleasant encounter with him. Despite a manager trying to resolve the situation, Ben's attitude was unwelcoming and threatening. I would appreciate an apology from Ben, supervised by a manager, and a commitment to not reprimand customers over minor language while allowing worse behavior from others in the establishment.

During our visit to the Villa Rica, GA location, our experience was disappointing. The waitress provided poor service; my wife's salad arrived with cheese despite her request for none, and the croutons were missing entirely. Similarly, my daughter's request for a coke without ice was disregarded. We had to request bread three times, and some of the dishes were unclean, with three plates having residue on them. This was the worst service we have ever encountered, and we have decided not to return to this location in the future. Thank you, Shane Cheatwood.

Last night, I ordered four dinners, but upon arriving home, I discovered there were no rolls, and the Caesar salad was wilted from being placed under the hot food. This has happened before with missing rolls and an overbaked hollow potato. Additionally, replacing diced potatoes with whole French fries in the loaded potato soup was quite unusual and unappetizing. When I contacted the manager about these issues, I was put on hold and then disconnected. Subsequent calls went unanswered. While I have enjoyed dining at the Spartanburg, SC restaurant in the past, recent experiences have unfortunately moved it to the bottom of my list due to poor service.

Hello, I am reaching out to bring to your attention an employee at your Milford, OH location who serves as an assistant manager and assists with truck unloading during delivery days. She is widely known for her negative demeanor and is infamous among my fellow delivery drivers who have had interactions with her. On my most recent visit, for the third time, she displayed disrespect and made snarky remarks while we were delivering products to the store. She frequently raises her voice, belittles the drivers with sarcastic comments about our efforts, and is often rude with statements like “hurry up, I’m waiting” and “I will double check myself, thank you.” Her unwelcoming body language and aggressive behavior have made the delivery process frustrating during my visits. I believe it is crucial for her upper management to be informed about the type of behavior she exhibits, as it reflects poorly on your brand and affects the morale of drivers delivering to the store. Her conduct does not align with the values of a manager who should lead and inspire others. Additionally, another employee at the store echoed similar sentiments about her behavior. I urge you to address this issue promptly and consider remedial action to prevent further negative impact on your brand reputation and relationships with partners. Unfortunately, I do not have her name, but she is a white woman in her late 40s, approximately [redacted] pounds, and holds the position of assistant manager.

The manager at the Olive Branch, MS location, Carl, has declined to send my girlfriend's W2 information by mail. Additionally, even after she visited the location yesterday as per his instruction, he asked her to come back today. She had to take time off school to return, only to be met with his claim of being busy and unable to assist her, even though he seemed free while engaging with others. I have always found him to be a poor manager since I've known him, and the overall state of the establishment is quite dilapidated.

On February 16th, [redacted], my spouse and I dined at O'Charley's in Niles, Ohio. We are regulars and enjoy the food there. Upon arrival, we found ourselves in an unpleasant situation. We had to wait as two other guests were seated before us, and we witnessed three employees at the check-in area embroiled in an argument over this issue. The hostess who eventually seated us claimed she did not see us, which felt quite unprofessional. Our seating was less than ideal, right by the noisy kitchen, with employees loitering nearby, still discussing the seating arrangements. To our disappointment, the restaurant had run out of rolls, which I requested a discount for, but my request was denied. The waitress informed us that they were out of rolls and the oven wasn't working properly. While we have had positive experiences at O'Charley's before, this recent visit left us unsatisfied due to the poor customer service we encountered.

I am currently employed at O'Charley's location #[redacted], where I have dedicated nine years of hard work. I have always cherished the relationships I have built with my colleagues. Recently, I feel unfairly targeted and discriminated against. Despite being vocal about my opinions through the appropriate channels, I now find myself subjected to petty gossip and unwarranted actions. My shifts at the bar, which I adore, have been revoked without a valid explanation. Additionally, I raised concerns about missing beer inventory from the walk-in to management, only to have my bartending responsibilities reassigned without justification. I am deeply troubled by the situation, especially as one of the managers involved has exhibited troubling behavior in the workplace. When I attempted to address these issues with the general manager, I was dismissed without the opportunity to express my concerns independently. It is disheartening to witness the decline in our store's environment.

On Sunday night, my wife and I visited O'Charley's in Buford, GA. Despite sitting at the bar to expedite our meal, we experienced significant delays. By 6:40 pm, we were still awaiting our order of chicken tenders, fries, and a salad. Feeling frustrated as we had time constraints, we requested our food to go. Regrettably, we didn't interact with a manager for feedback or receive an apology. This lack of service made us reconsider future visits. Although I understand that business might be booming, the neighboring restaurants like Chili's, Longhorn Steakhouse, and Romano's Macaroni Grill cater to similar clientele. Consequently, O'Charley's lost a potential regular customer on Sunday nights due to this disappointing experience.

I recently signed up for the Email club and received a coupon for a buy one entree, get one free deal. Despite the coupon not mentioning any restrictions for in-house use, the manager at the Georgetown, Ky location refused to honor it for a to-go order. The coupon is set to expire on the 10th of this month. It's disappointing to see the decline of the restaurant chain, evident by the recent closure of the Lexington Ky location. While I don't dine there often anymore, there are a few menu items I still enjoy. I hope to be able to use my coupon for a to-go order before it expires.

I recently ordered delivery from O'Charley's.com, but it didn't seem to go through. After contacting the store and being informed that there was no record of my order, I decided to pick it up instead. I paid for my food when I arrived at the restaurant, assuming the initial order didn't go through as confirmed by the staff. However, shortly after leaving, I received a message that my order was on its way and my card had been charged. This resulted in a double charge and overdraft on my account, including an unintentional $6 tip. I am seeking the refund of $[redacted], which is the total amount owed to me.

I made an online order on Mother's Day at 6:15 p.m. Unfortunately, I did not receive my order until 10 p.m. Despite my willingness to be patient, my phone died around the 2-hour mark, so I had to go home (23 minutes away) and return. There seemed to be no efficient system in place, as they were still taking online and dine-in orders simultaneously. Although they tried to control the capacity by identifying cars, there was a lack of clear leadership to handle the backlog. Both managers and workers seemed to blend together, which was concerning given my experience in food and customer service. I believe the response to the high volume with limited staff was inadequate. I am requesting compensation for the inconvenience of spending 4 hours on a day meant to celebrate me. I ordered a meal costing $25 (steak, ribs, and a silk pie), but unfortunately, the pie was missing from my order. It took an additional 20 minutes to receive my complete order, and I left the parking lot at 10:15 p.m.

I visited the Lake Charles location on Friday, May 29th to pick up my order, but it wasn't ready. I requested another order, but the cashier, Carl, ignored me and helped others first. Even after attending to everyone else, he eventually took my order. When I asked to speak to the manager, I was informed that Carl was the manager. Upon returning today for another order, I sought out the general manager and shared my concerns. Unfortunately, she became defensive and defended Carl's actions. She explained that the process involved distributing orders to other customers before taking new ones from the current customer. Despite my 40 years of experience in the hospitality industry, I found this treatment unacceptable. The general manager did not offer an apology and instead defended Carl's behavior. As a loyal customer for eight years, I have never experienced such disrespect at this location or the previous one in Lafayette. I hope that appropriate actions will be taken to prevent any customer, regardless of race, from being mistreated by the manager or team members in the future.

I joined the new Oclub over 2 months ago. My partner and I have dined at the restaurant around 4-5 times since then. Just last week, I remembered about the club and realized no servers had asked for our phone number to add points to our account. Despite our regular visits and spending a significant amount, no points were added until our recent visit. When I inquired about this, the server admitted that they often forget to ask for contact information. I expressed my dissatisfaction to the manager, but she did not offer to rectify the situation. It was only during our last visit that we finally received some points added to our account.

While completing a DoorDash pickup today, I experienced a frustrating situation with a restaurant staff. The customer had ordered just one brownie, yet I ended up waiting for an hour, repeatedly asking for the order. The restaurant staff seemed to find this amusing, sending me back to my car multiple times. I am disappointed by the lack of customer service and the unfriendly attitude I encountered at O'Charley's on Bell Rd in Nashville, TN, or possibly in Antioch, TN. I hope this treatment wasn't due to my race, as it left me feeling disheartened.