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

We drove 30 minutes from downtown Nashville to the Hermitage location to avoid all of the crowds and traffic. Our waitress was very nice and friendly at first… to start with our drinks, my husband ordered a Coke and I ordered a sweet tea. I had to ask for something different after I took a sip of my sweet tea- it was very watered down and not sweet! We then ordered our entrees. We both ordered the 6 oz sirloin (my husband’s well done) mine medium well. I ordered a side salad and loaded smashed potatoes. When we get our food I notice my husband eye balling my steak as it doesn’t look like a normal grilled steak. I cut it and took a bite and it tasted just as it looked. Like it had been boiled in a kettle of water. It had no flavor and I had to spit out my bite into my napkin. I have never had a steak like this… I waited for our waitress to come back. She asked if everything was good and I shook my head no. She immediately said let me get my manager. The manager comes over and I stated to her what was wrong with the steak. She did offer “to get a fresh one made” Fresh- wasn’t the problem. She then went to reach across my husband and our table to my plate… I asked her if I could atleast eat my loaded smashed potatoes… she said just put the steak on another plate then. When she said that I handed her my entire plate and told her to take it all! I informed her I just wish for the steak to be taken off of our check please. She never said another word and walked off with my plate. My husband had to pour the A1 to his steak bc it didn’t have any flavor. (His looked grilled bc it was well done) Lastly, our server brings our check over and lays it down for us. I reviewed it and noticed “the manager” took my steak and loaded smashed potatoes off, but charged me almost $6.00 for a side salad!! Our check was $30.00 for 1 6 oz. Sirloin w/ 2 sides, 2 drinks and a side salad. (Remind you a side salad was one of my sides) I informed our server, and she stated the manager done our check! (Her entire demeanor changed when I informed her my steak was not ok) O’Charley’s Hermitage—- It’s very unfortunate that you have a “manager” this unprofessional, rude, disrespectful, and completely disregarding to the customer! I hate to say this one will be next O’Charleys to shut down if corporate doesn’t completely re-do management at this location! O’Charley’s Hermitage- This is unacceptable and I’ve read numerous other reviews recently and you can and should DO BETTER! I paid almost $11.00 for a side salad and a coke! Bc I couldn’t even eat my boiled steak! I was very kind, patient and understanding even after she demanded my...

My husband and I came for dinner on 5/31/19 and sat ourselves at a table in the bar area to avoid the wait. Stephanie was our server. She was friendly and had a bold personality. She took our drink order and then our food order shortly after bringing our drinks. Then it snowballed from there. After sitting for about 20-25 minutes, my husband decided he wanted to order a beer so we literally had to yell for Stephanie to stop at our table so he could order the beer. About 10 minutes later our beer is still sitting at the end of the bar. We had to ask her if she could bring it to us. Her response, oh yeah, meaning she completely forgot that he had ordered it. 45 minutes after we had ordered our food we still had not received our food nor any other contact from our server. I had to ask another server if he could check on our food and within a couple minutes our food was being delivered to our table by the manager. We told her that we had been there almost an hour already and she said she would make some adjustments to the check. We got the check and it had a 20% off code applied already by the manager but we also had a 20% off coupon that we were planning on using. The server brought us the coupon back and said we couldn’t use 2 coupons because the manager already applied one. My husband then proceeded to say that the manager gave us the discount for poor service and that we still have this coupon that we would like to use and to get the manager because we would like to speak to her. She walked away and then came back to our table with a very aggressive tone asking oh so I’m not a good server so tell me what I did wrong. At this point I cut the conversation off and shortly afterwards the manager brought us the new adjusted check. Mind you, we had asked to speak to the manager and she proceeded to lay the check on the table and walked away.

My background is hospitality. I have experience running a high volume restaurant and hotel and understand the struggles you run into in high volume situations. None of this was handled correctly by the server or the manager. I left the table and went to the hostess stand and asked to speak to the manager. She came out and I explained everything that took place and that I didn’t appreciate the way the server approached my husband and I didn’t appreciate the way she dropped off the check after we had asked to speak to her. She started making excuses about the kitchen which is why I decided to write a review because I do not feel that she will take this opportunity to coach her team and herself to better handle...

I want to start by saying that the 1-star rating I am providing is based solely on my experience with their Curbside To-Go service (which is an absolute joke) and not their usual service. The dine-in experience is typically worthy of 4-stars.

Anyway, we decided to try the Curbside To-Go service yesterday (2/10/2020) since it sounded convenient, and I had just picked up my kids from daycare, and was trying to get back home to my wife who has just gotten home from surgery a few days before. We scheduled a pick-up time of 4:30 PM, and I was there at 4:25 PM. After sitting in the Curbside To-Go parking spot for about 20 minutes (with two complaining kids in the back seat) I decided to call the restaurant. After waiting on hold for a little over 2 minutes, I spoke to someone named Josh, who asked for the year, make, and model of my car, and assured me that he would be out with my food in a couple of minutes.

Fast forward 15 minutes (it is now 5 PM, my scheduled time was 4:30 PM), and I still do not have my food. I call the restaurant back and the phone is immediately answered by Josh again. I told him that I am still waiting for my food and that I would like to speak to the manager - he then went on to advise me that he is the manager, and that he would personally be out with my food immediately.

Shortly after that, he was outside with my food and I was on my way. Outside of a quick "Sorry for the inconvenience!", nothing else was said - no discounts on the meal, no additional items for the trouble. The food was warm at best by the time I got it home (we only live 5 minutes up the road), which makes me feel as if it was just sitting on the counter somewhere waiting on someone to bring it out to me.

TLDR - go inside to get your food. Curbside To-Go is not taken seriously at this location and management does not seem to care (I was not the only one waiting for this window of...