O'Charley's — Restaurant in Bowling Green

My family has been to this O’Charley’s on several occasions. Tonight was the worse visit by far. When we got there, the restaurant was almost empty. Possible 7 tables at the most. We waited for 12 minutes to be seated because they stated they had to clean off a table. After being seated our waitress, who obviously didn’t want to be at work tonight, took our drink order and returned later with drinks without rolls and gave me unsweetened tea when I requested sweet tea. After several minutes and a request for rolls she returned with the rolls and I had to remind her again to exchange my tea to sweetened. After taking our food order my autistic daughter spilled her water on the table. We attempted to flag our watriess or any other member of the wait staff down several times to get help cleaning up the mess and everyone avoided us. Again I remind you, there are only 6 tables now, including ours. After waiting for over 20 minutes with water and ice all over our table 3 empty glasses and still no food, which has been over an hour since we have arrived now, my husband finally just asked for the check. The waitress just looked at my husband and asked, “you don’t want your food?” When my husband replied no, she rolled her eyes and disappeared again, which she had been doing all night long. I need to remind you again. We were her ONLY table. The manager finally came out and tried to discount our meal if we stayed. At this point we were very hungry and just ready to leave. We received free drinks and 1 free...

Very unhappy with my experience with O'charley's tonight. Ordered a to go order to be delivered which is delivered with a third party doordash. Our doordash driver India got lost and messaged saying she needed us to meet her somewhere because she was scared to come to our house because she had her toddlers with her. We responded to her trying to help her find her way but did not get any response back. Unaware if we would get our food I talked to a hostess (Embery) who pretty much said that it was not their (O'charley's) fault and I would have to call doordash to get a refund for my dinner even though our order was directly through O'charley's. I asked to talk to a manager and was put on hold but then hung up on. I called the store back and got the manager who apologized and informed me my dinner had been brought back. I asked that the food be put in a warmer till I got there but it was sitting by the door and was completely cold when I got it home. No one asked for my name during any phone call or when picking up the food. The hostess never apologized once, and I understand it wasn't her fault and it was almost closing time it is your job to have a little bit better customer service skills and give the customer the best experience. I have been a customer of O'charley's for almost 30 yrs and they have lost me after...

I was present at O’Charley’s in Bowling Green on 9-26-2025 and personally witnessed the incident involving Matthew Costelow and the management team. I am writing to provide an objective account, because what I saw was concerning both as a customer and as someone who values fair treatment of employees.

That evening, the bartender was left to handle all responsibilities — bartending, serving, hosting, and even to-go orders — because other staff had been cut early. This created long delays and visible stress for both staff and customers. Matthew raised this issue respectfully at first, pointing out that it wasn’t right for one person to be forced into that situation.

Rather than taking his feedback seriously, the General Manager (Roger) and Bar Manager (Jennifer) chose to retaliate by cutting him off from service. Even after Matthew apologized for briefly raising his voice, management refused to de-escalate. It was clear to me that he was not being disruptive — he was voicing a valid concern about how the restaurant was being run.

As a customer who witnessed this firsthand, I found management’s response unprofessional, retaliatory, and damaging to the overall guest experience. No patron should be punished for raising a legitimate concern, and no employee should be left to manage...