O'Charley's

Initial Business Response /* (1000, 10, 2017/04/25) */
Contact Name and Title: [redacted]
Contact Phone: 775-331-5383
Contact Email: [redacted]
We have contacted [redacted] and we have scheduled appointment to fix all issues on Thursday 4/27/2017 at 3pm.
We apologize...

for any inconvenience that this has caused.
Initial Consumer Rebuttal /* (2000, 12, 2017/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The repair/warranty work was completed to my satisfaction.

We live in Cookeville, TN. We only recently started eating there again after a long absence. At first it was good so we went back. Now we have to always get it to go since my wife broke her foot. They never cook our prime rib the way we request it. We don't get au jus or horse radish, the meat was cold, and since this kind of thing continues to happen we've decided to find a new place to eat. Very disappointing.

Review: Had terrible service. Waited an hour for 3 our of the four meals we ordered. Waited another 20 minutes for the fourth. Everything was wrong and messed up. Manager gave us $20 off of our bill because of it. Left a cash tip.

credit card was charged for the full bill including the $20 plus an extra $7 tip that was added by an employee.

Talked to manager and general manager. They tried to give us gift cards. I told them I wanted my money back. They said it would take 3-5 days to get it out back onto my card. It has been 5 days and I still haven't seen my money.Desired Settlement: I just want my money back. I will not go back to this terrible restaurant.

Business

Response:

Thank you for taking the time to let us know about this guest visit to Charley's Restaurant. We strive for all our guest to leave 100% satisfied with their experience. The guest receipt is enclosed and, we are sorry it took longer for the transaction refund. At O'Charley's we believe in having a Passion to serve our guest in everything we do. I offered the guest coupons and refund because we want all guests to return. If this guest would like gift cards and consider giving us another opportunity to impress them with our food and service please let us know.If I can be of further assistance, please feel free to call.Thank youSincerely,[redacted]General Manager###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Brought in two wool coats and picked up two wool coats. Didn't verify they were mine before leaving the store and later realized I was given back an incorrect coat--2 sizes larger and an off brand--not the designer quality coat I had brought in. After multiple contacts with the staff and owner there was absolutely NO resolution and they said that there was NO WAY they could of made such an error so there was nothing they can or would do. On top of that they were extremely rude and acted like I was trying to swindle THEM! Basically they said that the coat they gave back to me was the coat I brought in--without question. Never mind the fact that I only had one black wool coat...I'm sure they come into contact with alot more on a daily basis than I do!Desired Settlement: I would prefer they find my coat and apologize for their rudeness. I understand that we are all human and can make mistakes--what makes me the most frustrated is their refusal to even admit the possibility that they could make such an error and the rudeness and waiting I encountered trying to get to the bottom of the situation. If they can't find my coat, I would like some form of compensation so my coat can be replaced.