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Worst customer service
Posted by on
Rating: 1/51
DECATUR, ILLINOIS -- O’Charleys by far the worst dinner I’ve ever had!

Last Sunday, June 17 I wanted to take my husband out to dinner for father’s day. I had worked all day and wanted to do something special for him and spend time with my family. We decided on O’Charley’s in Decatur Illinos because I have never been there. When we walked in we were surprised to be seated right away..I now know why. Our waitress took our order and told us she’d bring rolls out to us. She finally did 15 minutes later. We sat there for about an hour, empty drinks and empty roll basket. I overheard the only other table she had complaining about there food and the service, we should’ve left then. When we got our appetizer the chicken tenders were burnt, we overlooked it and ate the rest. But then another waitress finally broug us our food. My husband’s prime rib was supposed to be medium rare, it was well done. Not only that but it was tough and cold. The mashed potatoes were cold and hard also. My shrimp was copd and the scampi sauce lumpy. My steak was so tough I couldn’t chew it. I found a hard rock or metal piece in my cold mashed potatoes and my fries were cold and soggy. Meanwhile our waitress stood at the bar and talked to her friends. She had two tables and couldn’t even get our food from the heat lamp for an hour! This was the first time we didn’t finish our meal, we didn’t even want it..it was that disqusting.

We paid $20 each a meal for four of us, plus an appitizer, and we couldn’t even eat anything. We were planning on getting dessert also. We left hungrythen and basically threw $100 in thethe trash, litteraly. This restaurant ruined not only our meal and money, but Father’s Day for my family. We will never be returning, and will tell our family and friends to do the same.

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clutzycook on 06/20/2012:
Did you complain to the manager? I'd be darned if I'd pay for a meal like that, let alone eat it.
trmn8r on 06/20/2012:
Based on your description, I agree totally with clutzy's sentiment. If I suspected that the server was standing around socializing while my food was under the heatlamp for an hour, there would be some serious face time with a manager, and I think I would leave and go elsewhere.
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Negative Tip
Posted by on
MILFORD, OHIO -- I would just like to express my bad service at my local O'Charley's about a year ago.

After being seated immediately, the waiter forced us to wait over 10 minutes before coming to take our drink order. By this time me and my wife knew what we wanted to eat, so we had ordered our food along with our drinks. Besides the initial waiting time, getting the food from the kitchen wasn't too bad, however it was someone else who had brought our food, which just was a drop and run. The quality of the food is not the complaint, we had only received our food, our drinks were not brought to us. After searching around looking for our waiter, we stopped another employee and asked for our drinks, another 5+ minutes later our waiter appears with 2 pitchers, looks around wondering where our glasses were. Then it hit him, after I had almost finished my meal, he hadn't brought our drinks. It was 15 minutes after we received our food that we received our drinks.

When I get the bill, it shows the drinks on the bill. I did what I thought was the right thing to do. I gave the waiter my credit card and when he brought me back the slip to sign, I gave a negative tip. I removed the drinks from the total along with the tip that I was going to give if I had received good service from him.

To ensure they didn't think I had made a mistake on the back of the receipt, I wrote out my explanation to Negative Tip. Included the line, if I am charged any more than the total I wrote on the slip, I will never step foot into another O'Charley's again.

2 Days later I checked my account and they only took the amount I had specified...

This has been over a year ago and I had given them another chance, and the second time, I again received bad service. I didn't pull out the negative tip trick this time, I just refuse to go back. 1 Year later, I still haven't goon back to any O'Charley's restaurant. It's there lose not mine...There are plenty of other restaurants that will trade my money for decent service, and I choose them.

Thank You for reading my comments and if you feel as though you need to Negative Tip someone, feel free to use it...

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Anonymous on 03/22/2009:
Negative tip... never heard of such a thing. I'd have asked for a manager, but hey, you resolved it yourself.
spiderman2 on 03/22/2009:
I think you should have talked to a manager and let him know. Maybe he would have taken your drinks off the bill. If I understand this correctly, you took off the price of your drink and the amount you would have tipped. This could be considered theft of services (albeit bad services) so I would be careful about that.
Anonymous on 03/22/2009:
Here's a thought...rather than just sit there waiting and waiting, why not just use your voice sooner and say "excuse me, it looks like our drinks were forgotten, could we get those please?" Why do so many people think they are entitled to compensation for the littlest of things?

Oh...and this bothered you so much that you wait a year to post a complaint? That's sad.
yoke on 03/22/2009:
Maybe what he did was a little wrong, but from the sound of it the service was awful and maybe they did not have time for the manager to come over and ask for the drinks to be removed. The waiter should have taken the drinks off before giving him the bill. He knew he never gave them the drinks and to charge a customer for something they did not get is also wrong.
Ben There on 03/22/2009:
I will bet that the server just took off the drinks, added zero tip and processed your credit card that way. I do not suggest that others try this as a first means of getting a problem solved at a restaurant... You should ask for the manager first to give the establishment a chance to fix the problem. Also, I am sure if you take off an more costly item off like an entree in this manner you will find that it gets added back to the bill that you signed, regardless of what you scribble.
dan gordon on 03/22/2009:
be aware that waiters are taxed by the IRS on an imlied tip and they still have to tip out bartenders etc based on the food totals so on top of your negative tip he actually had to pay more money out of his pocket. I agree using your mouth seems to work for most of us.
Starlord on 03/22/2009:
Aren't you special? Your complaint, which I would shrug off, upset you so much that you post a complaint about it a year later? Get real, Jack! The wait staff forgot your drinks, they didn't dump a bowl of vegetable soup in your lap. Do you think you are so high and mighty that you don't need to ask about your drinks, but you keep your yap shut and pull an illegal stunt like that? If I were them, I would be dancing, celebrating the fact you were not coming back.
Starlord on 03/22/2009:
Aren't you special? Your complaint, which I would shrug off, upset you so much that you post a complaint about it a year later? Get real, Jack! The wait staff forgot your drinks, they didn't dump a bowl of vegetable soup in your lap. Do you think you are so high and mighty that you don't need to ask about your drinks, but you keep your yap shut and pull an illegal stunt like that? If I were them, I would be dancing, celebrating the fact you were not coming back.
Anonymous on 03/22/2009:
I love this review. Negative tip, Awesome!!! I admire your generosity giving them a second chance. Obviously the wait staff at this joint is woefully incompetent. I agree with ya vote with your wallet and take your business else where. Did I mention how much I love this review!!!

Good stuff!
nankpax on 03/22/2009:
I am not certain what kind of restaurant O'Charley's is, but you must only go to McD's. I don't see 10 minutes is so long in a busy place. Another staff person bringing your food is pretty standard operating procedures in a nicer place. As a nurse I can tell you, people are getting unbelievably impatient and rude in general. I feel sorry for your waitstaff (who don't read minds) they are probably happy you are not coming back!
RestaurantGuy on 03/22/2009:
O'Charleys is a chain restaurant. A normal greet (first approaching a table by a server) for a server is 2 minutes that is the standard average for our industry. 10 minutes is way to long period. Drinks delivered (first round) standard is 3-4 minutes after initial greet. Not bringing the initial drink order till after the main course has arrived is completly unacceptable by any restaurants standards (even chain restaurants) Please speak up and ask for the manager or owner, as we do really want to know about these things. What really surprises me (although it is a small shock as this is a chain restaurant) is that a manager never visited the table to see how everything was sometime during your dining experience. Now you got really lucky that the restaurant took the price of the drinks off. The restaurant could have charged you for the drinks as you signed the credit card (it makes no difference what you write in the tip amount when it comes to the actual meal itself) stating that you agree with that amount. Please and I can't say this enough speak up everyone and talk to the manager or owner as you will see results right away. It also lets the manager know what happened so they can work with that server so it never happens again to someone else. Sorry for the long winded response
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Bad Service, Food & Follow Up
Posted by on
MARION, ILLINOIS -- About a month ago my husband, son and I decided to go out to eat. We had gotten an O'Charleys gift card for Christmas and decided we would use it. We were seated without any wait or anything (for a Friday night in my area that is something to commend). But there were so many other things that went wrong.

We ordered their sampler appetizer, I ordered their chicken strips with fries and a salad to share with my son (hes only 16 months) and my husband got the filet mignon and asparagus.

The server was very slow,..so slow that he ended up bringing us our appetizer before our pre made salads. My husbands filet mignon was overcooked and he was shorted on the asparagus which he paid extra for. The manager even noticed how slow our waiter was and how long it took him to greet us, serve us our food and then bring us our check. I mean by noticed he came up to us at the end and asked "Was everything okay tonight?" with kind of a concerned look on his face. Being the nice person I am, I just said "It was fine". I don't like to complain and I was ready to get my son home.

Well, we get home and the next day my husband gets online to check his credit card statement and turns out they had charged us twice for dinner! My husband called the store to get it fixed and mentioned how bad everything was and the manager he spoke to said, "Oh, well let me send you a $20 gift card to make up for it"...2 weeks later - Nothing. I called the store and told them what had happened and told them who my husband had spoken too and the lady said "Okay, I'll look into it and give you a call back". So, here we are a month later no gift card, no call or anything.

So, if you go to O'Charleys in Marion IL and are dissatisfied they may say they'll make it up to you but don't count on it.
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MSCANTBEWRONG on 02/01/2008:
OK, I have 2 comments...1st....you should have reported any complaints immediately. 2nd...a month later...I don't think you acted in a timely manner...Personally, do I think you should have received better service??? Yes...do I think you handled your complaints in the appropriate manner??? NO!
amanda06 on 02/01/2008:
MSCANTBEWRONG- Calm down,...take a deep breath. I didn't care to act in a timely manner. Unlike some people I don't go into a complete melt down if my food isn't perfect. It isn't World War 3 if things don't go in my way. I'm grateful to live in a country where food is easily obtainable. I would have acted in a timely manner if it was that important to me. As I said in my post, my husband called them the following day. My post was simply stating if you go to that location and are dissatisfied they will pretend to care but they don't. I think 2 phone calls and no sincere apology proves that. Thanks for the comment anyway.
MSCANTBEWRONG on 02/01/2008:
Regardless of the time period...I think your resolution was lacking..You can't correct issues if you don't or acknowledge they exist..If you were unhappy, report it sooner...By the way, I don't report nearly the times I'm disappointed with service. I just felt like since you decided to report the issue...I would provide some advice...but the report at hand...thanks for the info...it's something the rest of us should be aware of...
Anonymous on 02/02/2008:
What if they served KimChee?
jktshff1 on 02/02/2008:
Actually I think the post is being misread. The op is posting a month later with what has happened.
Believe it or not, the majority of people don't raise a big stink if there is bad service, food etc. They just don't go back and tell their friends. Most managers would really prefer that you advise them of any problems you may have. You just have to do it politely. VH.
If you have not gone beyond the 30 days, you may want to dispute the extra charges with your credit card company.
Principissa on 02/02/2008:
You would think after 30 days it would have been taken care of by now. Forget the gift cards and other compensation, that should have been taken care of that night. The real issue is that they charged you two times for one meal, on the same night. That should have been taken care of right away. I suggest you call your credit card company or bank and dispute the charge.
music4life75 on 02/02/2008:
I agree with Principissa the moment I'd see that I'd have been charged twice I would call my bank and I don't think O'Charley's would take the time to credit you even if they were in the wrong because they are all about making the money. I hate O' Charley's as well and I think they are pure evil.
Anonymous on 02/02/2008:
I also agree with Principissa and BTW, O'Charleys has BAD FOOD!
Teardownborders on 05/30/2008:
First of all...appetizers are supposed to go out before the soups and salads. Most people want the appetizer before they even order the meal... If you were that concerned about it, maybe you should have specified?

Also, you weren't shorted on asparagus... It was supposed to be 4 pieces of baby asparagus. Yes, it costs that much! You said it was slow...ordering a filet? How fast would you like a restaurant to cook something that thick? I happen to work at O'charleys (not in IL) and I'm tired of hearing these complaints. I do hope you tipped your server. Obviously you haven't worked in a restaurant before. I suggest you try it once or twice.
Anonymous on 05/30/2008:
I don't th ink I'll go to this place.
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Bad Service and follow-up
Posted by on
GAHANNA, OHIO -- I had a very bad experience w/ O'Charley's Restaurant on Morse Rd. in Gahanna, Ohio. I actually went to their website after talking to a manager and e-mail my complaint. Surprisingly, I got a response (which is pasted here):
Dear Teri:
Thank you for taking the time to let us know about your
recent visit to
our Morse Rd. location. On behalf of O'Charley's, please
accept our
sincere apologies for the to go issues. Our goal is to
exceed our
guests' expectations and please know we take your feedback
seriously. We are forwarding your comments to the
Operations Director
and General Manager; we appreciate the opportunity to
correct these
issues so you and every guest will be better served in the

We are sending you a gift card to use towards another
visit, hoping that
we have another opportunity to show you what our company is
about. Again, we apologize for the disappointing
experience and look
forward to serving you again.

Becky Fenner
Guest Relations
O'Charley's Inc.
3038 Sidco Dr.
Nashville, TN 37204
(615) 744-3614 or (866) 758-7663
(615) 782-5043 - fax

What a ton of crap. I contacted them on June 30, 2006 and this response was sent to me July 7, 2006 and as of Oct.4th, 2006 I haven't seen or heard anything else from this company. I gave them my address and even my phone number to contact me and now I feel obligated to get the word out that this company is full of crap.
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Anonymous on 10/06/2006:
Why is it taking you this long to complain about this objection? Come on!
Slimjim on 10/06/2006:
Just hit reply from the email and state politely, I never received the gift card and was following up in case it was forgotten. I'm sure if they said it, they intended to issue one.
Anonymous on 10/06/2006:
I went to O'Charley's Restaurant in to different locations just so I would know if it was me or was this place really as bad as I thought the first time. The service was bad just to get our drinks took about 30 minutes in the first location (Asheville, NC). The food in both places was really BAD. I would not recommend this place to anybody.
NeveragainAmazon on 10/06/2006:
The Guest Relations person left an 866 number as well. In my state that is a toll free number. Maybe you should give her a call and tell her that you never received your gift certificate...Kind of late now!
DORCAS on 10/07/2006:
I would absolutely get in touch with them and remind them of their offer to make things right with you. I did that with a different company and got a promise for a coupon for a $100.00 on a hotel. I was pleased at the offer until I didn't receive the e-mailed coupon. I waited nearly two weeks and sent another e-mail reminding them of the promise. With-in 10 minutes I had an apology letter and a $100.00 coupon waiting in my e-mail for me to use anytime I wished to make a hotel reservation at any hotel. It pays to remind them of their offer. Hope you get your replacement coupon.
dolphin3kids on 10/07/2006:
Actually, I did hit reply and never heard back. I then e-mailed Becky and told her I felt the need to pass my experience on to others so that's why I waited to post anything bad about the company. I wanted to give them a chance to rectify what could have been an oversight, but I see now there was no oversight.
Anonymous on 09/28/2009:
Our O'Charley's is fabulous! I guess it is just certain locations.
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