O'Charley's Restaurant & Bar — Restaurant in Nashville-Davidson

Before I share my experience, I want to admit I debated writing this review because it is hard to complain about those in the service industry right now. I truly appreciate all those who are continuing to go to work every day, risking their health and lives. I am a nurse. I get it, however, my patients are not subject to rudeness or aware of any fear or dislike I have towards being at work during these scary times. They don't deserve that. What I experienced with my to go order was rudeness. I think the woman who served us our to go order took her frustration out on me. As a nurse, I am the brunt of that often, so I recognize it easily. While I tolerate it more than I should at work, I don't tolerate this kind of treatment as a well paying and well tipping customer, no matter the circumstances.

My fiance and I placed a to go order last night (Saturday). We placed it around 6:40 and it would be ready by 7:20 according to the confirmation. Given it was Saturday in the middle of this pandemic, I figured that meant they were quite busy, and I thought little of and was bothered very little by the wait. I noticed I wasn't asked for the make and model of my car as I'm used to when placing to go orders at the O'Charley's in Franklin. I assumed the process may have changed due to the pandemic. So, I thought I'd just call when I got there to let them know I was there for pick up. Which is exactly what I did and I was met with rudeness. I called, told them my name and said I have a pick up order to be picked up at 7:20. I was just giving details so they knew who I was, but the woman on the other end assumed I was upset about my wait...I guess? She snapped back at me, "Yes, we know, but we are quite busy as you can see by the parking lot!" I replied, "I didn't know if I was supposed to call and let you know I'm here." She said something along the lines of okay and hung up.

We waited just five minutes more and a woman knocked on our window. She snapped, in a similar tone to the woman on the phone "What is your name!?" I replied with my name, she said "Here you go!" and slung the food bag at me through the window, promptly turned and went back inside the restaurant without a thank you or come back y'all. She made me feel like I did something wrong. She also did not wear a mask, which, as a healthcare worker, I think is important right now for people working in the food service industry. All other workers there were wearing masks. She was the only one not wearing one. It concerned me.

Anyways...rude. I don't like rudeness. I assumed the best of her until that moment when she was being blatantly nasty to me over some feelings she had that had nothing to do with me! I expect better customer service because I myself treat my patients better than that and performed better when I was in the food service industry before becoming a nurse, regardless of the circumstances. I am in a similar boat to this woman right now as a nurse who has to go to work as usual and face this virus head on. I also have bad days not related to the pandemic at all. I can understand how she feels, but I do not accept her attitude, because you're supposed to check that stuff at the door when you come to work.

An event like this cannot possibly turn me away from one of my favorite restaurants, but I figured it was worth noting because I have other O'Charley's locations I can dine at, but my fiance and I just moved to Bellevue and were looking forward to frequenting this one. I'm looking forward to better experiences in the future as I know this was most likely atypical.

Three stars because I love O'Charley's, the order was correct and yummy,...

Since I live in Austin, TX, where every server and cook is half-to-full baked at all times, my review should be taken with a grain of salt. I'm used to never having a order correct, to running out of beer half-way through the meal and not being offered another until the check comes, to having iced tea poured into my Coke for a re-fill, and to having to carefully check my tab. I ate at this O'Charleys twice this week while on a trip to Nashville. The two servers were outstanding (Emily and Mary) especially by Austin standards. The food was correct and delicious. The Emily and Mary were warm and friendly without being annoying. I was offered a second beer before my first one was gone. And they both have a talent for engaging-without-flirting which we (a group of pastors and laymen at a conference) really appreciated. We ate there for lunch and Emily made the experience so pleasant that the first suggestion for supper was, "Let's go back to THAT place!". I fully expected to be disappointed, but Mary was absolutely tied with Emily in service and personality. (And I see from the other reviews that many people find the service here outstanding, naming other servers by name. So, and I've never, ever said this: Good management.)

I did have a negative experience with the website. This is my computer, not yours. You don't run scripts on my computer. You don't need to put cookies on my computer. I went to the website to send feedback directly and it was so convoluted and bloated that I couldn't. Do you really think I'm going to sell my computer's soul to you just to send you a kind note or ask a quick question? These IT guys have no idea how to do IT. All they do is show off how many dancing hampsters and auto-play, strobing garbage the can shove in your face. They have no concept of "service", only "self-promotion." That's why IT guys are fired...

Being a restaurant worker myself and having years experience in this area of work I’m almost always pretty understanding of all situations and circumstances. This one though is deserving of getting called out. Everybody knows Nashville traffic and how it can be at anytime. I had ordered take out and was on my way to pick it up. I had to take the longer way due to an accident I ran up on. The gps stated that instead of 9:50 arrival time it would be 10:02 which is 2 minutes after closing time. I called to explain the situation and that I was on track with my arrival time and with no exception was I allowed to pick up my order past 10 because the doors “automatically lock”. In years of working multiple restaurants this is the only place I’ve saw that outright refuses to serve the to go order in this type of situation. There could’ve been a better lie than an automatically locking door as well. By the way, any restaurant worker knows that we’re there well past closing time finishing outs and also making sure the store is stocked for the following day. That could’ve easily been handled considering the time. Not surprised why so many are leaving this company and pretty good reasoning why this company has and seems to continue to go downhill. Do better and try showing an ounce of understanding...