O'Charley's

There is normally not much point to reviewing chain restaurants because the point of a chain is consistency.   Consistent food, consistent service.  However, my visit to O'Charley's on Friday night stands out and so it was worthy of a review.  
My boyfriend and I headed to O'Charley's Friday night mainly because I wanted their dinner rolls.   After a moderate wait we were seated and the waitress came to take our drink orders.  I ordered a shirley temple (my signature drink) and she asked me if I wanted cotton candy in it?!?  Why would I, a grown adult, want cotton candy in my drink?  I explained that I just wanted a normal shirley temple.  She brought me sprite with grenadine in it (which had been made by the bartender).  No cherries.  No quite a shirley temple but it sufficed.  Then she took our order.  I ordered a turkey burger with lettuce, tomato, and mayonaise.  This confused her.  She said that she had never before taken an order for a turkey burger (it is on the menu).  I had to show her the turkey burger on the menu and explain that I was supposed to tell her according to the menu what toppings I wanted on it.  My boyfriend ordered a beef burger. She brought us bread which we ate.  I drank my shirley temple and it sat empty.  Still no food.  I mused about what might have happened to our waitress and our food.  More time passed.  Eventually she came over and started talking about how she was going to talk to managers about where our food was and was going to refill our drinks.  More time passed and still no food.  She came back and said that she had talked to two managers and they still hadn't made our food.  We were pretty puzzled considering we had just ordered two burgers.  She brought us more bread and drinks.  Finally our food showed up and it had really clearly been sitting under the heat lamp for a while because the lettuce had wilted away on our burgers.  Despite that my turkey burger was good.  It was juicey and had a nice grill flavor.  However, my boyfriend had ordered his burger medium well and his was way past well done.  Not a meal I would return for.