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 Barrel Old Country Store, Inc.

  1600 North 6th St West Memphis, AR 72301

• 

  Cracker Barrel Old Country Store

  938 Market Street Dalton, GA 30720

• 

  Cracker Barrel Old Country Store

  17189 Kenyon Ave Lakeville, MN 55044-6902

• 

  Cracker Barrel Store #52

  6383 Hwy 182 East Morgan City, LA 70380

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:02/27/2024

  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 Friday, January 26 we stopped for lunch at the Cracker Barrel in **********, **. We wanted to pay with a $25 gift card. Pictures of the gift card are attached. The cashier scratched the back to reveal the pin, then tried to process the card. The register would accept the card number, but not the pin. She and a manager tried close to a dozen times to process the card before we finally paid by other means and left. I then tried the online check balance feature, and repeatedly got an error when trying to enter the pin. After that I called customer service and had to leave a message about the unusable card. After I did not receive a call back, I then submitted an online complaint about the gift card. The ticket number returned to me is ********, and the email stated I would receive a response within 5 business days. When that didn't happen, I tried calling every number I could find, but it is impossible to actually talk to a real person. I didn't necessarily want to take this route, but it seems there is no other way to get a resolution.

  

  Business Response

  Date: 03/06/2024

  A replacement card was emailed to the guest today, 3/6/2024. 

  Customer Answer

  Date: 03/10/2024

   
  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:02/19/2024

  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 a Cracker Barrel gift card that has never been used and has a No Experation date on it. I called the number on the back of the card just to verify the amount before we went to dinner there. I've had the card for some time and could not remember if we bought it for ***** or *****. When I called, the recording said this card is closed and has a 0 balance. I was pretty dismayed and rather annoyed as we never even used the card before! Still glued to the cardboard. I called a few more times with same result. No prompts to speak to someone or leave a message. The chat button was " unavailable". Then I sent an email through their website on February 3rd and on February 5th I got a generic response saying they would reach out to me in 5 days. They gave me a ticket inquiry number to track. What a joke. No way to track it. Well, 5 days came and went and nothing. So I sent another detailed email and again I got the same generic response with a new ticket inquiry number. Still no response. I've tried calling and calling to no avail. No anawering machine, no nothing. Then suddenly on one of my calls, I was able to leave a message- which I did. Days later, no response. I called again and again and still nothing. Then upon another call, once again , I can leave a message- which I did in detail with both my ticket inquiry numbers. Well it is now February 16th and I have not heard a word from anyone in resolving this. To me, they are playing at fraud when it is ****** stated on the card No Experation date and then they deliberately take your purchased funds. I am hoping you can help me in retrieving my rightfully owned monies on a new gift card. Incidentally, I also drove over 20 miles on Feb 8th to a Cracker Barrel to speak in person with a manager because when I called that restaurant for help, the manager I spoke with had no idea how to resolve. He just kept saying to call corporate, even after I told him they do not answer. In person was 0 help too! Thank you kindly.

  

  Business Response

  Date: 02/20/2024

  We have reached out to the guest. The card was redeemed in full 3/2019. 

• Initial Complaint

  Date:02/19/2024

  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.

  I ordered food from Cracker Barrel ****** on 02/10/2024 through thier app after getting off work and when I arrived at the restaurant they notified me that my order could not be found and they proceeded to ask me if I wanted to place an order to which the offer was declined all I wanted was a refund of my money. I was told to go through the app to request a refund but to no avail.

  

  Business Response

  Date: 02/20/2024

  We have refunded the guest for the order that was not received. 

• Initial Complaint

  Date:02/16/2024

  Type:Billing 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 1/31/24 I placed a mobile order to the ****** ** location at 4:40 PM for pickup at 545 PM. I drove out of my way from ********** ** to ****** ** to pick up my order. Upon arrival I was told they did not have my order available and I could wait 45 min or get something else. I wasted 30 minutes of my night b/c they chose not to call and inform me of the situation. I asked to cancel the order and was told my credit card would be refunded. I had ordered a meal, appetizer, and dessert. The transaction apparently was not canceled the correct way, and my card was actually charged even though I had not received any part of my order. I spoke to management and they assured me they would contact corporate to resolve. I did end up receiving a response from corporate via email stating they were going to give me a "free" dessert. The fact is that it is not free however, bc I paid for a meal, appetizer, and dessert, of which I received none of the items. I responded back two times via email to corporate asking for someone to call me back. I never received any further communication from them. I tried calling multiple times, and you can not get a live person. You are instructed to fill out a request online, which I did two times without any response back. The online option also says that you can chat with a live agent, which also is a lie b/c I have checked multiple times, different days, different times, and different web browsers, and it always says agent unavailable. I understand this is a "first world problem." But the fact of the matter is this is outrageously poor customer service. I paid for a meal that I never received, and now I have reached out numerous times looking for this to be rectified and I can not seem to get a response. This is absolutely no way to run a business. Order number *****************. Subtotal ***** (reward redeemed of *****) tax 1.33 total *****.

  

  Business Response

  Date: 02/20/2024

  We have refunded the guest and sent a digital compensation card by email. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21302362
  
  I am rejecting this response because: I do see the pending credit to my credit card, I appreciate that piece being rectified. However, I had to use a promo item in this order for a free app that I lost from this situation. Not to mention this entire situation could have been avoided had I just gotten a phone call from the get go. I wasted 30 minutes of my night from this, and have still been going back and forth for almost a month now with corporate trying to get this resolved. From the customer perspective I hope you understand where I am coming from, and I really am not trying to be difficult but I feel like I am still out from this situation. Maybe the digital GC that you are saying was sent is supposed to rectify that, but I have not received that in my email or junk email, but maybe it takes time to show up? Thank you. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/22/2024

  A full refund was issued 2/20/2024. Additional compensation will be sent by email in 3-5 business days. 

  Customer Answer

  Date: 02/27/2024

   
  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. However, I still truly believe this company has to get better with customer service. There is no reason in this day and age that it should be this difficult to get a hold of customer care in a company this large. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/16/2024

  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.

  On or abourt October 27, 2023 I visited Cracker Barrel in ******, *****. with a couple of friends for lunch. I had an old Cracker Barrel gift card unused from 2009 said no expiration date. Upon paying for my lunch, they said they could not take because there as no code or pin card. They said they could not call and get code, and customer had to call. After several attemps after going home I never got ahold of any customer service representative. I went to the online web site and put in information and card number about what happened... No one reached out. Call the Rialto store again and asked to talk to manager. Manager said there is not a customer service number anymore. That it must be taken care of online. tried several more times with no response.... I would like to get a new gift card or a refund of *****. The employees and managers are not knowlagable and there is no customer service. This company has been in business with so may complaints about the same issue. It seems like an easy. Now this has become very frustrating and refund might be better.... Please can you help

  

  Business Response

  Date: 02/20/2024

  We have reached out to the guest by email and will send a replacement gift card. 

• Initial Complaint

  Date:02/14/2024

  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.

  ORDER OVER ****** DOLLARS OF FOOD FOR THANKSGIVING .FIRST ORDER ***************** AMOUNT ****** WAS MISSING SOME ITEMS SECOND ***************** MISSING ITEM THIRD ORDER ***************** ORDER HEAT AND SERVE MEAL WHEN WE GOT IT HOME AND READY HEAT UP FOR OUR QUEST WE HAD TO COOK IT NOT HEAT IT UP DRESSING NO GOOD ,HASH BROWN CASSEROLE WAS NO GOOD SWEET POTATOES HAD NOTHING ON IT WAS SUPPOSE BE CASSAROLE. WHEN CALL 20 TIMES AND EMAIL FINALLY GOT A REPOSE . SHOWED FIRST ORDER NUMBER AND ORDER THEN AT BOTTOM SAID REFUND FOR ***** MEAL.

  Customer Answer

  Date: 02/14/2024

  ************************************ ******** **.

  29210

  

  Business Response

  Date: 02/20/2024

  It is noted that it takes up ** 3 hours to prepare the heat n' serve menu items. It does not appear as though this was communicated when the guest placed the order. All 3 orders have now been refunded in full as a guest accommodation. 

  Customer Answer

  Date: 02/28/2024

   
  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,
  
  ***** House

  Customer Answer

  Date: 02/28/2024

  I wasn't fully refunded but im satisfied 

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  I have a gift card that the pin number is on readable after removing the tape. I requested a remedy at the local store and was advised to go through guest relations, which I did. Ticket Number: ******** with a confermation email that said I would recieve a reply in 5 business days. After 7 business days I reached out the the local store ( ****** ********) to see if they could give me an update. They tried to reach corperate for more information but were unable to reach them. It has now been ten business days since I contacted guest relation by email and I still have no resolution.Please Help

  Customer Answer

  Date: 02/09/2024

  Today, I recieved at replacement gift card from Cracker Barrel and am satisfied with the resolution of the complaint. It's sad that I had to involve the retail manager at the locate ( ****** ********) Cracker Barrel and the BBB to get the complaint resolved. This complaint should have no reflection on the stores or the helpful people who work very hard to make Cracker Barrel a success but getting a resonce from Corporate is next to impossible.

  

  Business Response

  Date: 02/09/2024

  A replacement card has been issued to the guest. 

  Customer Answer

  Date: 02/10/2024

   
  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:01/30/2024

  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.

  Hello, On Dec 30th, I visited the crackle barrel in ****************************************************************. Im very unsatisfied with the service I was provided as I had a digital gift card that are being sold on the crackle barrel website, ************************************************************************************** that my mom gave to me as a gift for chritmas. Upon trying to use it this store would not take or accept my digital gift card. I am complaining about this because they didnt even look at it or even tried to attempt to enter in the number or the pin of the gift card. They said they dont accept digital those gift cards at all. So the gift cards that crackle barrel are selling are just s******* people out of their money. The gift card should be accepted anywhere no matter what as this is the only crackle barrel I have around me and I dont appreciate my chritmas gift being taken away from me and my mom wasting her money on something that can only be used at crackle barrel and no where else, I want corporate or someone to call the manager and talk to them to make this right for all the customers who buy a digital gift card and stop trying to s**** cusotmers over by making people wasting their hard earn money if they aint going to accept them then they shouldnt be selling those gift cards in the first place. If this issue is not resolved and the store is not taken to get this resolved for all cusotmers I will be escalating this issue with the courts. If it comes down to it. I should not have to use my own money and be screwed out of my chritmas gift. That is ridiculous.

  

  Business Response

  Date: 02/09/2024

  The digital gift cards sold through our website are accepted at all of our store locations. We have reached out to the guest asking for the card number so we can research this further. 

• Initial Complaint

  Date:01/30/2024

  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.

  1) 12/21/2023, 12:25 pm, Dine-In meal at Cracker Barrel CB0373 in ************* 2) Was NOT allowed to use a Cracker Barrel $25 gift card, because it was an older card and we did not have a pin for the ******* Contacted the ********************** manager, explained the situation, and pointed out that the card had "No Expiration Date" printed on it.4) Store manager said he was unable to help us because it was an older card with no pin. He suggested we call the number on the back of the card; we called, but the recorded message did not allow us to explain the situation.5) We contacted the Cracker Barrel website and explained the problem on December 22, 2023. The message is copied below.Dec 22, 2023, 11:35AM Hello ***********************,Thank you for contacting Cracker Barrel ***** Services. We appreciate you taking the time to share your question or suggestion. We will review your feedback and respond within 5 business days.We have created a Ticket for you to track the progress of your inquiry.Ticket Number: ******** Please do not reply to this email for updates. This will increase your response time.Best Regards,***** Relations Cracker Barrel Old Country Store ref:!00D4P0gUb6.!5008Z02J2QnU:ref 6) More than 5 days elapsed without any response from Cracker Barrel, so we sent the following message on January 10, ****.Jan 10, ****, 8:57PM to guestservices ********** Relations,A copy of the email you sent is attached below. It has been much more than 5 days!! Why have I not heard back from you??Please examine the ticket number and respond!! In addition to the new gift card the store manager said you would have to issue me, I would like an additional gift card amount to compensate for the long wait time. Is that an unreasonable request??If you do not respond, I have no choice but to contact the Better Business Bureau!! *********************** 7) It is now 1-25-24; we still have heard nothing from Cracker Barrel, so we are contacting BBB.Thank you,***********************

  

  Business Response

  Date: 02/09/2024

  We have replied to the guest y email with the usage date of the card. A digital compensation card will be sent by email. 

  Customer Answer

  Date: 02/09/2024

   
  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:01/25/2024

  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.

  Cracker Barrel ran a special for Holiday Heat and serve meal and you earn pegs and bonus pegs for their rewards program. My order # ***************** ordered 12/10/2023 totaling $178.39 was picked up as scheduled 12/23/2023 and according to the terms and conditions the pegs would be awarded the week of January 8, ****. I received an email from CB stating I would earn 159 pegs for the order and when they would be awarded. I have yet to receive them. I also received another email from CB stating they awarded me a bonus of 25 pegs but that hasnt come either. I have attempted to call them at least 7 times over the last couple of weeks for the phone to not be answered a single time, it rings for automatic messages directing you to go to their website for questions or to chat with an agent but that option in continually unavailable. The store isnt any help as they dont have anything to do with the rewards program. I have patronized CB for many years and am very upset by the lack of delivery on their promise and the lack of customer service.

  

  Business Response

  Date: 01/29/2024

  We have located the guest holiday order and added the pegs to the account. The guest has ben ******** by email.