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Business Profile

Restaurants

O'Charley's LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for O'Charley's LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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O'Charley's LLC has 14 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hey I was just let you know the store in ******* ********* OCharlie's is the best food.Every time I go I love them. I cannot get enough, not just the rolls the cheese squares. The chicken tenders the cheese and the chicken tenders I want to let them know that they are doing a great job and please make sure they know they are doing a good job.Thank you for doing everything you guys do

      Business Response

      Date: 04/21/2025

      Hello! We have processed per normal with the guest's check request and the check was sent out on 4/18/25. 

    • Initial Complaint

      Date:03/28/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Gift card

      Business Response

      Date: 04/02/2025

      Hello! We spoke with this Guest. This was not a complaint. She just didn't know where to go to refund her Gift Card. This is now in process. Thank you!

      Customer Answer

      Date: 04/13/2025

      I did talk with someone from *********** They said they would send me a check for the $50.00 gift card. It will be a few weeks before it comes. I hope they do send it to me. 

    • Initial Complaint

      Date:10/12/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered directly from email sent by ********** the $5 pit stop - chicken tenders, fries and coke for $5. Ordered 2 from:KINGSTON PIKE, TN *************************************** ************** Order # ***************** When charged the total was $24.82 and when picked up, no cokes were given. Person argued with my husband than it wasn't included. Called the store immediately and talked to the manager. He asked several questions, and finally said he would refund our money. This was on September 30 and we have not received a refund yet.

      Customer Answer

      Date: 10/13/2024

      Email ad that I ordered from

    • Initial Complaint

      Date:04/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:02/05/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date: 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 Answer

      Date: 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

      Date:01/02/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:02/27/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 01/31/2023

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

    O'Charley's LLC is NOT a BBB Accredited Business.

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