Had to wait over 10 minutes for hostess to come to hostess station to seat us, they were not busy & no one else wait. After ordering my ice tea waiter informed us after only get 1 refill which menu said free refills. Very Disappointed & will not return
Atmosphere: 1
Food: 3
Service: 1
Bailey Sanford
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 multiple jobs alone.
Atmosphere: 2
Food: 4
Service: 1
Matthew Costelow
I’ve been a loyal regular here, often visiting several nights a week, but I can’t ignore how poorly this location is managed. For some time now, I’ve seen bartenders forced to handle everything — bar guests, to-go orders, hosting, and even serving tables — because management cuts all other staff too early in the evening.
This isn’t fair to the employee left behind, and it leaves customers waiting far too long. On one visit, I raised this concern with management, only to be treated as though I was the problem. Instead of listening, the General Manager (Rodger) and new Bar Manager (Jennifer) chose to cut me off from service and dismiss me. I even apologized after briefly raising my voice, but they doubled down and refused to serve me.
A customer shouldn’t be punished for voicing a valid concern, especially when that concern is about an unfair staffing practice that hurts both employees and patrons. The way this was handled was retaliatory, unprofessional, and reflects very poorly on the leadership at this location.
I hope corporate takes a serious look at how this store is being run. Loyal customers and hardworking staff both deserve better.
Atmosphere: 1
Food: 5
Service: 3
Russell Moore
The steak was great the service was amazing couldn’t as I got a better place to eat
Atmosphere: 5
Food: 5
Service: 5
Allie Johnson
Haley is amazing!! She met all of our needs and then some. The food came out fast, and it tasted better than I’ve ever had at any other O’Charley’s. I’ve been to other locations in different towns and had much worse food. I was hesitant to stop in, but we decided to try this location. I’m so glad I did, and we will be back!
Atmosphere: 5
Food: 5
Service: 5
Erin W
Came through from out of town and were thrilled to find an O'Charleys! My husband's loves their Top Shelf appetizer combo. The food was great and the staff was very warm and attentive. Our waitress Kim did a great job - thank you! Please open a restaurant in Lexington again!
Atmosphere: 5
Food: 5
Service: 5
Lars Derby
After sitting in traffic for 2 hours the food made the wait worth it great ladies working price is decent for how good the food was prime rib was excellent
Atmosphere: 5
Food: 5
Service: 5
Warren DenHartog
My daughter had a Smashburger with fries which was delightful. I had the French dip which was really not so good because the meat was more like Oscar Mayer then fresh. The rolls that they gave you as an appetizer we're great. Service was awesome.
Atmosphere: 5
Angela Smith
Rose is a great waitress
Atmosphere: 4
Food: 5
joseph bean
Very good food and service.
Food: 4
Service: 5
Recommended dishes: O' Charley's Famous Chicken Tenders, Loaded Potato Soup, French Dip
Abby, the lady that took my take out order was so kind and helpful!
Atmosphere: 4
Food: 4
Service: 5
April
Zero stars as I never got a chance to eat. Noone came to seat me after 15 minutes waiting at the door. One server took the time to tell me the manager was seating people and would be out momentarily. Manager was never seen and people who had already been seated still sat without being served.
Mike H
We arrived in the middle of dinner with a party of 17 on a Friday night. They were short staffed, and busy on top of it. Working in the food service industry myself, I knew all the right ingredients were mixing for a bad time all around for both us as guests as well as the business. However, the staff handled it like champs and rallied excellently. All of us in my party were in and out in an hour or so, which was perfect. Carly M was our server and kudos to her for taking our large party in the midst of an already busy night and having to take other tables on top of us, and kudos to the rest of the team as well.
Atmosphere: 5
Food: 5
Service: 5
Victor Williams
Megan m was our server and she was amazing the food was tender and amazing and the service is top tier I recommend you order the hand cut rib eye with loaded baked potato and fries and a chicken bacon ranch quesadilla and we had a lot of queso you don’t have to get as much queso as we did but make sure to let your waiter know she or he is doing a great job
Atmosphere: 5
Food: 5
Service: 5
Nancy Wells
We didn’t see a lot of people here on a Saturday 6 pm for the dinner rush so it was concerning when we came in. It took awhile to get our order so it must be limited staffed. I got my chicken pasta and it was good. No bread but it was fine.
Had to wait over 10 minutes for hostess to come to hostess station to seat us, they were not busy & no one else wait. After ordering my ice tea waiter informed us after only get 1 refill which menu said free refills. Very Disappointed & will not return
Atmosphere: 1
Food: 3
Service: 1
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 multiple jobs alone.
Atmosphere: 2
Food: 4
Service: 1
I’ve been a loyal regular here, often visiting several nights a week, but I can’t ignore how poorly this location is managed. For some time now, I’ve seen bartenders forced to handle everything — bar guests, to-go orders, hosting, and even serving tables — because management cuts all other staff too early in the evening.
This isn’t fair to the employee left behind, and it leaves customers waiting far too long. On one visit, I raised this concern with management, only to be treated as though I was the problem. Instead of listening, the General Manager (Rodger) and new Bar Manager (Jennifer) chose to cut me off from service and dismiss me. I even apologized after briefly raising my voice, but they doubled down and refused to serve me.
A customer shouldn’t be punished for voicing a valid concern, especially when that concern is about an unfair staffing practice that hurts both employees and patrons. The way this was handled was retaliatory, unprofessional, and reflects very poorly on the leadership at this location.
I hope corporate takes a serious look at how this store is being run. Loyal customers and hardworking staff both deserve better.
Atmosphere: 1
Food: 5
Service: 3
The steak was great the service was amazing couldn’t as I got a better place to eat
Atmosphere: 5
Food: 5
Service: 5
Haley is amazing!! She met all of our needs and then some. The food came out fast, and it tasted better than I’ve ever had at any other O’Charley’s. I’ve been to other locations in different towns and had much worse food. I was hesitant to stop in, but we decided to try this location. I’m so glad I did, and we will be back!
Atmosphere: 5
Food: 5
Service: 5
Came through from out of town and were thrilled to find an O'Charleys! My husband's loves their Top Shelf appetizer combo. The food was great and the staff was very warm and attentive. Our waitress Kim did a great job - thank you! Please open a restaurant in Lexington again!
Atmosphere: 5
Food: 5
Service: 5
After sitting in traffic for 2 hours the food made the wait worth it great ladies working price is decent for how good the food was prime rib was excellent
Atmosphere: 5
Food: 5
Service: 5
My daughter had a Smashburger with fries which was delightful. I had the French dip which was really not so good because the meat was more like Oscar Mayer then fresh. The rolls that they gave you as an appetizer we're great. Service was awesome.
Atmosphere: 5
Rose is a great waitress
Atmosphere: 4
Food: 5
Very good food and service.
Food: 4
Service: 5
Recommended dishes: O' Charley's Famous Chicken Tenders, Loaded Potato Soup, French Dip
Restaurantji Recommends
Abby, the lady that took my take out order was so kind and helpful!
Atmosphere: 4
Food: 4
Service: 5
Zero stars as I never got a chance to eat. Noone came to seat me after 15 minutes waiting at the door. One server took the time to tell me the manager was seating people and would be out momentarily. Manager was never seen and people who had already been seated still sat without being served.
We arrived in the middle of dinner with a party of 17 on a Friday night. They were short staffed, and busy on top of it. Working in the food service industry myself, I knew all the right ingredients were mixing for a bad time all around for both us as guests as well as the business. However, the staff handled it like champs and rallied excellently. All of us in my party were in and out in an hour or so, which was perfect. Carly M was our server and kudos to her for taking our large party in the midst of an already busy night and having to take other tables on top of us, and kudos to the rest of the team as well.
Atmosphere: 5
Food: 5
Service: 5
Megan m was our server and she was amazing the food was tender and amazing and the service is top tier I recommend you order the hand cut rib eye with loaded baked potato and fries and a chicken bacon ranch quesadilla and we had a lot of queso you don’t have to get as much queso as we did but make sure to let your waiter know she or he is doing a great job
Atmosphere: 5
Food: 5
Service: 5
We didn’t see a lot of people here on a Saturday 6 pm for the dinner rush so it was concerning when we came in. It took awhile to get our order so it must be limited staffed. I got my chicken pasta and it was good. No bread but it was fine.
Atmosphere: 3
Food: 3
Service: 3
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