O'Charley's Restaurant & Bar — Restaurant in Niles

We ordered online, and our confirmation stated our order would be ready by 7:40pm. When I arrived to pick up my order it could not be found. The manager came and asked if I had possibly ordered at a different location and offered to call the next closest location 30 minutes away to see if they had my order. I told her I did not order there and was not driving 30 minutes to get my food. I also told the manager I ordered online and she said she would go check the computer. After waiting another 30 minutes with no update, I flagged down a worker and offered my confirmation email. The worker told me they were just waiting on one more entree. Which tells me they had my order all along and simply neglected to prepare the food. The worker was very nice and very apologetic, and even gave me a 20% discount for the trouble. When I arrived home and opened the bag, I found the box holding one of my entrees, pasta, was open and spilling out, but luckily the sauce was so dry it didn't make too big of a mess. Additionally, due to the open box the food was also cold. Another entree, a steak, was also cold and the meat was so tough it was not edible. The last entree, an open-faced prime rib sandwich, was also not edible because the bread was so stale it was basically a giant crouton and the meat tasted as if it was freezer burned. Essentially, I paid $40 (that was after the discount) for an appetizer because the rest of my food ended up in the trash, uneaten. I would not recommend this restaurant to anyone, especially if you are...

My husband and I have become regulars here because their food is so delicious, their prices are reasonable, and you get a ton of food. We now eat here about once a week. Tuesdays they have all you can eat chicken tenders that are fantastic and Wednesdays they have free pie that is also fantastic. Thursdays is all you can eat catfish. Free pie day is a piece of your choosing and it's a large piece not some tiny bite size piece that most restaurants would give you.

I've tried many things on their menu and so has my husband and we both agree that everything we've eaten there has been delicious and cooked perfectly. If you like deviled eggs, their Nashville Hot Deviled Eggs are so good! I actually get cravings for them! I've ordered the prime rib on multiple occasions and it's always been seasoned to perfection and cooked to my requested doneness. The waitress, no matter who, has always waited for me to cut into it to make sure it was done to my liking.

The waitresses there have been very friendly with the exception of maybe one or two that are just there to do the minimum and go home, but you'll find a bad egg in every carton. The restaurant is very clean and management is great. The manager always walks around and asks how your meal was. Love it here if you can't tell, would...

Went to the Niles location. Had a free appetizer and ended up being charged for it, but didn't realize until we had already left the restaurant. I'd promptly contacted the restaurant and spoke with a manager named Amy, who assured me that it would be taken care of. She specifically stated that since it was same-day, it wouldn't have to go through corporate and she could resolve it.  Waited a week with no update or shown refund in my account, so I contacted them again. Different manager, knew nothing about it, apparently Any was now on vacation. They took all the info they needed and said they'd take care of it. I have now called them 6 times and have spoken with 3 managers, all of whom have not resolved my issue. This occurred on 11/5, it is now 11/23 with no refund. They never update our follow through with anything. The last manager, John, gave me the number for their regional, Jennifer, who has also yet to call me back on this matter. I highly discourage people from wasting their time and money at this establishment.

Update: customer service told me to email them, which I've done and they've yet to respond. This...