Complaints

This profile includes complaints for Cracker Barrel Old Country Store, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cracker Barrel Old Country Store, Inc. has 235 locations, listed below.

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• 

  Cracker Barrel Old Country Store, Inc.

  305 Hartman Dr Lebanon, TN 37087-2519

  
• 

  Cracker Barrell Restaurant (all locations)

  Riverston Parkway Kennesaw, GA 30144

• 

  Cracker Barrel Old Country Store

  30 Research Dr Milford, CT 06460

• 

  Cracker Barrel Old Country Store, Inc.

  30 Main St Tariffville, CT 06081

• 

  Cracker Barrel Old Country Store, Inc.

  220 Leon Smith Pkwy Oxford, AL 36203-3443

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th I placed an order (******) at the. restaurant and used a giftcard 3086 3999 5800 1095 755 for $34.48. The representative had an issue processing so she called got authorization. *** ( IT ) explained how a card could not have a balance and what to do. And paid 13-15.00 out of his pocket but card had $50.00. I spoke with ***** (manager) on June 30th and she was leaving the information for *** and he would give me a call. Unfortunately no one has called.I want my $15.52 returned me..*** should be given back his money and I would like a meal because my meal was cold and ice cream had melted. Here is the reply from GCX:Your request (******) has been updated. To add additional comments, reply to this email.**** ***** (GCX)Jun 30, 2025, 12:43PM CDT Hello *******, Thank you for contacting GCX Support. We sincerely apologize for the inconvenience, but per our guarantee, we are unable to offer a refund for your Cracker Barrel Old Country Store gift card from order R57MNUMBTEPM0AY. After further review, we have been able to confirm directly from the brand that this gift card no longer holds a balance. The card ending in 5755 was redeemed twice on the same day it was purchased, 06/28/25 for $15.52 and $34.48. Unfortunately, because we are not Cracker Barrel Old Country Store and do not have direct access to this gift card history or your account information, this conclusion is a result of the confirmation provided to us by the brand. We advise you to contact Cracker Barrel Old Country Store directly at **************************************************************************************. If Cracker Barrel Old Country Store provides any alternate information than what we have reported, please provide written correspondence from the brand confirming an issue with this gift card and we will be happy to look further into this matter for you. Please let us know if there is anything else we can assist you with today. Have a wonderful day,GCX Support

  

  Business Response

  Date: 07/04/2025

  Followed up with guest by email. We are sending a digital replacement gift card for the amont she is owed.

  Customer Answer

  Date: 07/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23549445, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Deborah Holloway

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested refund due to unsafe food being delivered (ice cold when it was supposed to be hot food). Guest relations stated they will not refund as they do not agree with the food safety issue. "Comp card" was offered and denied. Business has still not issued a refund on the order.

  

  Business Response

  Date: 06/19/2025

  Reached out to guest and left a message. We processed a refund today. Also following up by email for confirmation.

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 8th 2025 I went to cracker barrel in ***************** and made an order that was over ***** and the loaded potato was more than loaded with food it was loaded with mixed in hard plastic that got stuck in my throat and thank GOD i was able to cough it up .

  

  Business Response

  Date: 06/19/2025

  We have forwarded this complaint to the appropriate department for handling. Someone will follow soon.

• Initial Complaint

  Date:06/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At ***********,IN Cracker Barrel. Went in to eat, ask for Sunday Chicken, no longer on their menu!Ask why, said no longer on their menu?Ordered Pot Pie instead. Came out very brown crust, said that was their last one! Not good at all.Then my sister ordered her food, portions were very small . What has happened to this store??We will not return to *********** again.This for ***************** food, she ordered Signature Fried Chicken.

  

  Business Response

  Date: 06/19/2025

  Reached out to the guest by phone. Left a message. Will follow up by email. Sending digital compensation card.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a online account where I earn points and I eat lunch at the ********* Cracker Barrel everyday. Today was horrible and completely uncall for. If I dont get some kind of resolution, I wont be back. I waited over a hour for a to go order. Then the food was cold, biscuits burnt, didnt get half the condiments I asked for and the tea was unsweet. I called the manager at this Cracker Barrel only to be left on hold with no one ever picking up. I have never been anywhere at all to get food and have this horrible of service. If you dont have enough people to fill the orders then you shouldnt keep taking them.

  

  Business Response

  Date: 06/11/2025

  The guest was sent an apology and digital compensation card via email on 6/7. 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23434623
  
  I am rejecting this response because: I eat at your restaurant everyday and I have proof and I wait a hour and 25 minutes for food and the food wasnt fit to eat. I think you could of done a little better than a $20 gift card with all Ive spent there
  
  Sincerely,
  
  Lexi ******

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited my local CB around 04/18/25. Had a bad experience. Spoiled ham, replacemenr ham took so long to come out, server wasnt nice, cashier swiped my daughters hand out the way at the register when she touched some jelly beans. Submitted my experience around 04/20/25, was told someone would be in contact with me and havent been contacted to make it right!

  

  Business Response

  Date: 06/11/2025

  We have now reached out to the guest and sent a digital compensation card.

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered campfire chicken, I received campfire beef. My receipt also indicates campfire chicken. I discovered the error as soon as I got home. I work long hours, and dont really have time go back to the restaurant for correction. Incidentally, the campfire beef was delicious. It was a little salty, But very tasty. I eat very little beef because of digestive issues. Everything about my experience was good at the ********, Cracker Barrel located on *****************. Those that attended to me were courteous, kind, attentive, and even though this was a carry out, service was great! The only problem was, even though I paid for campfire chicken, the receipt indicated campfire chicken, I received the wrong dish. This event occurred 27 May 2025 at 7:46 PM. Total paid was $15.65, this includes tax. Regular price was $14.49. Desired resolution is for Management to put more emphasis to employees on getting takeout orders correct. Some restaurants will briefly open the lid so that the customer can see that their order is correct before they leave the restaurant. Thats not a bad idea. At most restaurants, I will check. Ill check dish before I leave the restaurant to ensure correctness. However, at Cracker Barrel I had a higher expectation, therefore did not think to check before leaving the restaurant. Cracker Barrel has a good name so please emphasize Quality and dont become complacent. I enjoy your restaurant and look forward to eating there again. No settlement desired.

  

  Business Response

  Date: 06/11/2025

  We have reached out to the guest by email with and apology and will send a digital compensation card. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have what was called a Return Card that was issued perhaps 5 years ago, which says No expiration Date. It is made of cardboard. I would like to know if there is a balance. Because it is made of cardboard when the cover over the PIN number was removed it tore off the number or there never was one, hard to tell. It is impossible to talk to a human when you call and cant use automation as I cant enter a PIN number. I took to a ******************************************* they said without a pin they cant tell me if there is a balance.Just want to talk to someone, if there is a balance, it is my money.

  

  Business Response

  Date: 06/11/2025

  We have reached out to the guest to obtain the gift card number so we can assist. 

  Customer Answer

  Date: 06/11/2025

  They responded that they asked for the card number, not true. its on the complaint . I  that provided information from the start. Really how hard is it to look it up the number?

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday May 4th 2025 I noticed a charge from the Cracker Barrel in *********** and my issues was I was never in ***********. I fact I am going through treatment for stage 4 cancer and was in ********** during this time at the *************. So hundreds of miles away. I contacted my bank they stated that after 60 days they can no longer file a dispute due to their agreement with ***** And the best course of action would be to contact the merchant directly to see if they would just reverse and refund the charge. So I contacted the store in ******** ga and spoke to a manager she wouldn't give me her name but she took my info the date of the charge, amount, last 4 of the card and phone number she promised to follow up and do anything she could to fix this. However after 4 weeks there been nothing at all from cracker barrel. This has just created me more stress dealing with this issue. I'm hoping someone maybe at the corp leave can resolve this issue and refund this charge please. I'm already going through a very difficult time and this just adds to the situation. I will include a screen shot of this charge.

  

  Business Response

  Date: 05/29/2025

  A refund was processed today, and we followed up with an email providing an update.

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I was also notified by the bank that this refund is pending. 
  Sincerely,
  
  ****** Ganad

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/11/2025 I ordered a curbside order from Cracker Barrel on ********************* in *********. For 5:15 PM. Order # *****************, for 3 meals and silverware and condiments. The cost was $38.97 to which I added the 20% tip for a total of $46.76, paid by Gift Card.I arrived at 5:15 notifying the store I was there in spot 4. The store acknowledged that my order would be out shortly. I waited till 5:33 and called the store. I was told they would check on it. After being on hold for 4 minutes (checked my phone log) I was told it was almost ready and it was being put in the bag. At 5:48 I called again and after 1 minute and 24 seconds of waiting, I was disconnected. I called back at 5:50 and I hung up (after 1 minute) when my order arrived. Upon arriving home, there was no ToGo silverware and no condiments. The food was cold (possibly it was ready at 5:30 and sat around another 20 minutes) The carrots were so cold it was like they had just come out of a can. Fortunately I brought the food home, where we had silverware and condiments and could heat things in the microwave. Otherwise I would have been eating cold chicken and noodles with my ************* at 2:57 PM, I called the store and spoke to the manager. All she offered was to write my name down for a free meal. I told her that it needed to be for the 3 meals, since there is no way I am going to have to buy meals for the rest of my family and make them more money. She responded by saying have a good day and that ended the conversation.Cracker Barrel will or will not compensate me in some way for the meals. But I believe that the $7.79 tip should be refunded. I am still of the old school belief, where tips are given for good service, not something that is automatically expected. I feel that the $7.79 was stolen from me, as I did not receive the service that should have been provided for a 20% tip.Until this mater is resolved, I will not eat at any Cracker Barrel as it would be impossible to enjoy myself.

  

  Business Response

  Date: 05/13/2025

  We replied to the guest with an apology and complimentary meal card. A full refund was also issued for the 3 meals. 

  Customer Answer

  Date: 05/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for your help in resolving this matter.
  
  Sincerely,
  
  ******* *******