ComplaintsforO'Charley's LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order today. (Order #*****************) and I go to pick it up and the store said I'm no longer able to order from ocharleys. I asked them what to do about my remaining $200 in giftcards and how they could refund my order today which was partially paid for by credit card. They said they were unable to refund my order and I needed to fill this out online to request a refund on both the order and or gift cards remaining.I guess let me goto the beginning. Back in 2020 or 2021 we went to ocharleys using a giftcard we had purchased at ******* It was the *********************** location that has sense closed. An employee there showed us how we could go online on our ocharleys account and select "delete account" and then create the same account using the same information and each time we did, it would add a new appetizer offer on the account. They even showed us we could use one account to refer a second account for ourselves or a friend and when we place an order on that account we'd earn a 2nd free appetizer on the original account. They informed us we could do this each time we visited the location. (Basically for every one, single order, we could get 2x free appetizers that we could use on a subsequent order.) I've inquired at the ********** location (since closed) and **********, ** and both have told me I can use 1x free appetizers per day. **********, ** has told me I can't use any free offer and even though their system allows it, they won't honor it. But I can receive the food I paid for excluding the free offer.Fast forward a few years, we've spent hundreds of dollars in and picking up from the store all using ****** gift cards or gift cards we've purchased thru ocharleys at a discount. I tried calling the listed phone number and have played phone tag with individuals to get answers and haven't had any luck. I've not been told what it is that I'm doing that I'm not allowed to do (when I've been shown and told I am allowed to do it by multiple people.)

  Business response

  04/10/2024

  We have made multiple calls to this guest and left several messages. We have issued the refund for the $20. We have emailed the guest requesting the guest call. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order online at this restaurant, and when I received my order, it was not as described, and I was missing food from my order.

  Business response

  02/05/2024

  Dear BBB.  You sent the BBB report below to the individual location that the guest mentioned.  Our locations do not handle BBBs thus this is just now being seen by the appropriate people in the *********** so has cut into our response time. Please make sure in the future to make sure ALL BBB complaints for OCharleys are sent to **********************;  **************************************************

  Thank you

   

  *************************

  Guest Relations

  Restaurant Growth Services, LLC

  3038 *********** | *********, **  37204

  office ************

  *************************@restgrowthservices.com

  www.restaurantgrowthservices.com   

  Business response

  02/08/2024

  We reached out to the guest, thanked, apologized, refunded her the amount for her order and added some extra funds for the trouble. We believe the guest is happy and this has been resolved.  ************************************; 2.8.24

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Abiegale ******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Several times I have attempted to receive compensation following a failed order from O'Charleys and the location management and/or owner instead sends an apology from an email that is not able to be responded to. I am upset because I have had more than one issue and the most recent order involved having a ***** chicken tender dinner include cold items and only 3 tenders and I did not receive what I paid for. I have now consumed a lot of my time reaching out via the forum online via the website. I would like to be compensated for the issues with this and the consumption of time reaching out multiple times with no resolution. The location involved was the ********** ** store.

  Business response

  01/03/2024

  Hello **************. We are so, so sorry to hear this!  Yes, we see you have written in to our "contact us" web page a few times for two different O'Charley's locations.  Do know that our website replies with an automatic outgoing only email just to let you know we received your message. From there our managers follow up. We see that our manager at our ******* location contacted you via phone on 10.17.23 regarding a complaint, and offered for you to come in the next day so he could replace your meal. Were you able to go?  On 12.26.23 the General Manager at our ********** location, called but was disconnected so she then emailed you and sent compensation ******** mail to you as an apology for the issues you experienced. We have found that we have 3 different mailing addresses that have been furnished on our website, so perhaps that is the problem?  We have: ****************************************************, and **********************************. Please let us know at the email address provided below, which of these is indeed your correct address and we will absolutely correct it.
  We welcome all feedback and do what we can to resolve any issues our guests experience, and are so sorry that we have failed to do so!  Please know that we will be emailing you a complimentary gift card at the email address provided. Feel free to contact Guest Relations directly at   ****************************************   if you have any future issues.  Thank you 

  Customer response

  01/04/2024

   
  Complaint: 21056479
  
  I am rejecting this response because: my email is ************************ and I have not received anything other than now a 25$ gift card. The email originally received was not accepting replies and this made me very upset but I would like feedback to be able to be responded to and compensated when meals are not up to standard

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****, I hereby wish to notify you of an employee, identified as "*****," purportedly working as a waitress at ****************** in the ************* area of ***********, **. It has come to my attention that ***** engaged in a conversation with my client regarding a private family matter, which she should not have been privy to. Moreover, ***** persistently requested my client's return to further discuss a family situation related to the ********** of ****** Services (DSS), despite my client's complete lack of acquaintance with her. It is troubling that ***** apparently recognized my client from a distance, despite my client never having encountered her previously; thus, this circumstance raises suspicions. Notably, my client has no prior residence in **************. Consequently, I am compelled to inquire regarding the level of scrutiny exercised when selecting employees for your establishment. Does O *******'s undertake adequate due diligence in its hiring practices, or is there an indiscriminate eagerness to employ individuals? To compound matters, when my client agreed to return, they discovered that other waitresses were collaborating with ***** upon my client's request for her presence. Another employee profoundly alerted us to the fact that "the lady you seek is associated with contentious behavior, and her colleagues are certain to support her unequivocally." Consequently, my client was led to believe that this entire episode may have been fabricated or contrived to somehow entrap them. Given these circumstances, it is imperative that O *******'s acts swiftly and assertively to address this matter both within the confines of the incident location and by relay to the aforementioned "*****." If such unfounded allegations persist and disseminate, I shall be compelled to initiate legal proceedings against O *******'s and "*****" for the offense of Defamation as well as False Statements, for which my client could pursue a legal claim.

  Business response

  01/12/2024

  Hello.  We had filled out our reply back when we first received this, however it appears that we filled out the area that says "you have 30 minutes to complete this" and obviously it was longer than 30 minutes so you must not have gotten our reply???

  This guest had also contacted us directly and we were unable to reach the guest at the number the guest has provided to us. We also tried to contact this guest, at the number the guest provided you and found it was a non-working number.  Thank you 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered dinner for me and my 13 year old granddaughter there was six of our family members who met us at old ******** on February 27th 2023.I ordered half rack of ribs with two sides for my granddaughter and then I got for my self 6 0z steak two sides the waitress brought this huge plate for my 13 year old granddaughter I said wait what is this we did not order this The waitress never said a thing I said maam theres no way that like my 13 year old granddaughter could eat two huge big racks of ribs I said this is not what we ordered you misunderstood what we said again never said a word I said it again for the third time Im telling the waitress this was not what I ordered .she was not going to return that huge mans plate that we did not order she made me purchase a plate that I did not order.I had to throw away a meal that costed 36 bucks Im not sure how a meal cost $36 when it says clearly right on your menu is ***** So she charged me $36 for one meal for a child and then I got to looking at my receipt she overcharged me for a salad that was considered a side I got a 6 ounce steak with two side salad was considered a side so I was charged for that as well by the time we left my bill was almost $60 I was so upset Im not gonna argue with no one thats not how I do things I have been eating here at this restaurant for years and I have never been done this way .Paying almost $60 for something we did not order my Granddaughter could not even eat it what a waist then to top it off we go to the bathroom and the toilet there has p*** all over it Im a person that does not never complain about nothing but this place needs help until I get a refund for that meal that I did not order I will never go back there again the bathroom light was flashing so bad that I thought it was gonna pass out thats how fast it blinks.I would like to speak to someone concerning this matter thanks have a great day5133207717

  Business response

  02/28/2023

  This guest also posted a ************ review on ****** and was reached out to by the Operations Director for that location. The ** said they are giving her a $25.00 gift card and $10.00 in cash. We are considering this closed.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 25, 2023, my son and I decided to have lunch at O'Charleys in Midlotian, VA, Store#***. Worst meal I have ever gotten at a ***********. The rolls apparently were never allowed to rise because they were flat and hard. The waitress said it was because the temperature in the restaurant at night doesn't allow the rolls to rise. Simple solution. Put them in a warm oven. Let them rise. I don't enjoy flat bread. The meal I ordered was the honey drizzle chicken. The chicken was like rubber. The baked potato I asked for loaded. I got sour cream. My son got fish and chips which he said was okay but nothing to brag about. The total of my bill came to $26.23 I would like some adjustment made in that bill. Thank you very much. *********** used to be one of my favorite restaurants to visit, but things have certainly changed and not for the better. I hope that management takes some action and makes this a nice restaurant once again.Thank you!!!

  Business response

  01/31/2023

  Guest Relations spoke with the guest, apologized and offered her a gift card.  Guest was happy with that resolve. Thank you

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 13, 2022 I used the O'Charley's App to order online (Order # XXXXXXXXXXXXXXXXX) for delivery to my house. ******** delievered to the wrong address. I never got the food. i requested a refund. I called the restaurant at 3550 Sandy Plains Rd, Marietta, and the manager said they had nothing to do with it once ******** picked up. I called ******** to complain, and the staff talked to the restaurant, and said O'Charley's made a mistake and ******** is not responsible. I talked to the restaurant manager again, and she told me to talk to ******** for refund. ******** said O'Charley's collected my money and O'Charley's should issue the refund. I spent more than 2 hours on this running around. I never got the food and I should have a full refund of $***** to my ******** Card immediately. Attached are 1) Original Online Order Confirmation 2) Text to prove food delieverd to wrong address 3) ******** response that O'Charley's is responsible Thank you for talking actions for resolving my complaint.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ We called and spoke personally with Ms. ******. We credited the guest for her order and also sent the guest an egift card towards a future visit.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an online order today 6/19/22 for my family for Father's Day. Upon arriving home, I noticed my two-year-old son's meal and my meal is missing. I called the store to inform them and told them the items that I was missing. After I leave to go back for the second time family calls me and tells me that More items are missing. When I arrive to the restaurant I called to inform them of other items missing... The lady says hold on we are working on it and hangs up on me. Two minutes later a lady with a bad attitude walks out and tosses a bag of food in my passenger ***** I said hold on I am missing other items still. She waved her hand shaked her **** as she's walking away saying "oh no girl, I don't play that". I yelled out the window where's my money for my missing food!? I open the boxes to find it's not my order again!!! It was surf n turf and 2 pies. I put the 2 pies in the parking lot and pull off without my food or a refund. I spent $96 and didn't get my food or my money back. This is stealing. I will NEVER go back to this store location on Mayland Dr. In Henrico,**. I want a full refund plus more for the horrendous experience. Not the way we had hoped to spend Father's Day dinner together.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/27) */ We called and spoke personally with the Ms. ****. We credited the guest for her order and also sent the guest an egift card towards a future visit.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am LIVID!!! I placed an online order Friday 3/11 at 219 PM. Order#XXXXXXXXXXXXXXXX. I picked up my order and the young man who brought it out to me just confirmed my name and handed me a bag and he was done. I got all the way home (40 minutes from the restaurant) when one of the meals was left out of the bag. The French Dip. It was also circled on the receipt on the bag. I called the restaurant not once but twice. They told me they were out of that sandwich. Of course no one bothered to tell me so one family member had no dinner. In addition, they told me I would not be charged for it. That the final charge would show up less that item. I called back to confirm this specifically with the manager and also ask for my tip refunded back as well because the young man didn't even bother to tell me an item was missing from the bag. Well I have my credit card postings from last week and I was charged the FULL AMOUNT!!!!!! Credit card bill reflects the full $***** of the actual bill including the item that was not received. I have been refunded the $** tip, but the bill itself was charged at the full amount. I had 2 different employees on the phone confirm that this would not happen, the 2nd time with the Manager. This is FRAUD. While the amount is not significant in the grand scheme of life, I am reporting this to the ****** ******** ****** simply because it's bad enough to have such poor customer service, not have an item on the menu, not communicate it when its ordered, but then to charge it anyway, pocket the extra money and LIE about it all!!!!!!! In times like these $** can make or break a family, and i will get it back. I am just that mad at how this was handled.

  Business response

  03/28/2022

  ******** Response /* (1000, 5, 2022/03/25) */ The guest had written into our website about this also. 2 separate credits, one for the tip and one for the sandwich were made to her account and a manager left 2 voice messages to speak with guest regarding the credits but never heard back. ***** ******* from Guest Relations called and left a message with the guest asking her to call back 3.22.22 Didn't hear back from guest so tried to leave a message again on 3.25.22 but voicemail wouldn't take my message. Financially all had been resolved, we just haven't been able to actually speak with the guest. Consumer Response /* (2000, 7, 2022/03/26) */ (The consumer indicated he/she ACCEPTED the response from the ********.) Yes, one VM was received, and I called back several hours later, was put on hold and no one ever picked up the phone. Waited 10 minutes before giving up.So don't blame your inability to get in touch with me on ME. The credit for the item missing from my order was JUST posted to my account yesterday. This issue was NOT resolved at the time of the purchase as I was told it would be. And it was obvious when the tip was credited back 2 days later, but never the original "change" due to me from the sale. It is quite a shame that it took writing into the corporate office (who blew me off as well and would have never offered any resolution) and filing a *** to receive the change promised to me from the manager at the time. Even in the response above-not even a hint of an apology. They are aggravated for having to deal with me instead of being concerned about the actual transaction and how it comes across to the customer as out and out stealing. In addition, while ultimately, I get the credit back for an an item not provided, nothing was offered to make this right. I will never go back to this location. Not that I think anyone will ever care.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my companion attended O' Charley's for the 1st time I've ever. I had previously understood that they had customer service issues. Unfortunately we found out quickly that was true. My steak was overcooked my companion's steak was undercooked and we specifically told him how we wanted our steaks. My steak was hard I could tap it with a fork and it was embarrassing we asked our order to be separate we had an order for take out when we got our take out order it was sat on the seat where people have been sitting instead of being sat on the table. The asparagus was like thin strings. We noticed the waitress apologizing to the couple behind us which was unusual to us thus also Nothing just went correct it was unhorrible and experienced for the 1st time visit to a establishment. We were in no way able to enjoy our dinner. Due to the fact that our food had gotten cold. The wait was long even without hardly any patrons. Which I can now understand. Horrible experience period.

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/09/02) */ We called and spoke with the guest. Thanked him and apologized for his disappointment. Offered a refund and also sending him a gift card for a return visit.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩