Business ProfileforO'Charley's LLC

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.)