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: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.

  I have two Cracker Barrel gift cards that clearly state "NO EXPIRATION DATE." When I tried to pay with them at Cracker Barrel, the cashier said they did not have pins, so I would have to call corporate. When I call the number the Cracker Barrel website says to use if you don't have a PIN, it has me input my card number, but then says it is declined. I cannot get a real person or even leave a message. I am very frustrated, as I have $75 worth of cards that clearly have not expired that I cannot use--and I cannot even get a person to talk to about it because the restaurant says call the number, and the number offers no resolution, person, or even place to leave a message.

  

  Business Response

  Date: 01/29/2024

  We have reached out to the guest and requested the card numbers so we can assist. 

• Initial Complaint

  Date:01/25/2024

  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.

  We purchased a $75.00 gift card back on 11/24/2018 that says it does not expire. We attempted to use the gift card on 1/19/2024 and the gift card did not work. The cashier had to scratch off the *** as we had never used this gift card. The manager tried to process it three different ways until he gave up, told us to call the number on the back of the card, and we were essentially left to pay $45.00 out of pocket to cover our meals. I called the number as advised and was told by a robot the gift card had been closed with a $0.00 balance. There was no option to speak to a customer service rep and no option when I called the customer support number from the website. We are seeing a refund of $75.00 back for the original gift card purchase since we paid for it, it doesn't work, and for having to spend about 40 minutes after our meal trying to pay to leave. I have filled out an online complaint and this has yet to be responded to. Ticket Number: ********

  

  Business Response

  Date: 01/29/2024

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

• Initial Complaint

  Date:01/25/2024

  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.

  Their gift cards are a scam. When my husband and I tried to use a gift card to pay for our meal the cashier informed us that they switched over their system and we had to call the number on the back. After numerous attempts to have someone get back to us we finally received two meal vouchers up to $15.00 each. How is that ok when my gift card was for $50.

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 02/09/2024

  I replied back to Cracker Barrel stating that they sent me two meal vouchers and not a $50 gift card replacement

• Initial Complaint

  Date:01/23/2024

  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.

  On Jan. 10th, I made two orders w/Cracker Barrel. The money was taken from my bank account. I cant remember the day, but since they did not provide a tracking number and nothing had come, I went back to my banking and found they had refunded the 22-dollar order. However, the ***** charge was still there. Then I saw where they fully processed this money on Jan 19. However, no items arrived. I started asking for a tracking number. No emails were answered other than to say 'We received your inquiry and someone will get back to you in 24 to 48 hours." No one did. Their phone number hangs on up on you when you try to push the number they tell you to. And, their "chat" on their website is always "unavailable." Then I saw that they say they completed the order (see the pictures please), and I could return the items if I wanted. "WHAT ITEMS?" So, I tried again to contact them. NO tracking, no person, nothing. So today I reached out to an employee then got his email (at least I think it was him), that said my order was cancelled. REALLY? Then were is the second refund of my money? OR, please show me the tracking number. I am fully disabled and elderly. I highly doubt anyone has stolen this box, so tell me the tracking number. They refuse to do fair business. They have my money and I have not received my package. FYI, most of the time I was dealing with this, their website would not even open my account. I ordered from them twice before Christmas and had no problems (Of course I spent more money). This is ridiculous. I expect my refund or my products and an explanation of why they all of a sudden became a horrible company. Thank you.

  

  Business Response

  Date: 01/29/2024

  Both orders were delayed due to inclement weather and have now been shipped. Payment for both orders has been refunded due to the disappointment and a digital compensation card will also be sent by email. 

   

• Initial Complaint

  Date:01/23/2024

  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.

  We have a gift card from Cracker Barrell valued at $25.00. We went to use it at the ***********, **** location. We were asked to scratch off the pin code on the back. When we did, it only revealed two full numbers, one partial number, and one missing number. The clerk told us this happens often. She then tried to guess the partial number and proceeded to try filling in the missing number. This failed to work. After fussing with it for several minutes, I went ahead and paid for the order with a credit card. She suggested I contact Cracker Barrel with the phone number on the back to get a resolution. I called the number on the back the next day (December 11, 2023). It asked for the card number... and the pin number. When I wasn't able to supply that information, I was forced to visit their site and submit a support ticket. I did this and received an auto-reply saying I would hear back in five business days. Over a week later (December 21, 2023), with no response, I replied to the email I received asking for a response. I got another automated email with a new ticket number saying the same thing the one previously had said. Both emails warned against replying to the email as it would only delay the response. I waited... and waited but still no response. So I went ahead and replied to the email again on 01-03-24. I got the exact same response again with a new ticket number. It is now 01-19-24, with no response at all, and I am giving up. Obviously they don't care that their defective gift cards are unable to be used. It is money in the bank for them.If you are tempted to purchase a gift card for yourself or someone else from Cracker Barrell, I would rethink that decision. Their customer service system is obviously set to ignore and hope that they can just keep your money. We won't be returning, and we actually visited their restaurant on a regular basis.

  Customer Answer

  Date: 01/23/2024

  Cracker Barrell Restaurant
  460 ********
  ***********, ** 84663

  

  Business Response

  Date: 01/25/2024

  We reached out to the guest by email and will send a replacement $25 gift card. A digital compensation card will also be sent by email. 

  Customer Answer

  Date: 01/29/2024

   
  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:01/22/2024

  Type:Billing 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 December 18, 2023 we went to the Cracker Barrel restaurant in ********* ** and our bill was ***** which I paid with my debit card. The young man that was waiting on me ask me to swipe the card again it didnt work the first time. He also stated they had been having trouble with the card reader after getting home the next day I noticed we had been charged twice we went back to the restaurant and the manager on duty said there was nothing she could do I would have to call corporate and she gave me a number. After calling the number several times and leaving messages and emailing my complaint to them I still havent received a response. I feel like *** exhausted all my means of getting my money back for which was charged twice any help would be appreciated Thank you

  Customer Answer

  Date: 01/23/2024

  ********* **

  **********************************************;

  ********* **. 28144

  December 18, 2023

   

  

  Business Response

  Date: 01/26/2024

  We have communicated with the guest by email.

  We have refunded the guest and will send a digital compensation card. 

  Customer Answer

  Date: 02/08/2024

  The complaint has been settled they finally refunded my card

  Thank you 

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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 bought Thanksgiving dinner from Cracker Barrel. Their system crashed and I called the restaurant. They did not see my order so I did a second one. I did what the restaurant told me to do. I got only ONE email with a verified order. I looked at my bank account and found there in fact was a charge for the order that never processed. I have called and they never answer, I have sent email after email, I have tried to chat, again, they are never available. This is unacceptable. **** if I needed that money to pay a ***** **** if the next person cant put gas in their car to get to a job? I expect better processes to be in place. This is such poor way of doing business, I cant even put word ls to it. CB is a working mans ****************** dont have $100 laying around to just let go. I am not that person. I just like the dumplings:) I guess I am advocating for the underdog who has basically had CB steal money not fix an issue. I think someone in corporate needs to find a new job and its prob not the **** Its someone who is trying to hide issues like this, that are being ignored. Someone is gatekeeping the truth about guest relations.

  

  Business Response

  Date: 01/25/2024

  We have reached out to the guest by email and issued the refund for the order that was not received. A digital compensation card will also be sent by email. 

• Initial Complaint

  Date:01/16/2024

  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 was given a gift card for $25. It had not been used. When I went to use it, although quite a long time afterwards, but with no expiration, it was declined. Therefore, I had to put out $56.64 of my own money for the meals because Cracker Barrel wouldn't honor the unused gift card. They told me to call and get it replaced as they were now issuing with pin numbers. I have tried calling - no one answers. I have tried contacting via email and have done several times, each time getting a new "Ticket" number. No one contacts me back. I am now out the $25.00 gift card and the $56.64 that I paid (luckily having all of that cash on me at the time) to pay for the meal. I would like the gift card replaced. I have no way of contacting Cracker Barrell because the information never goes anywhere. $25.00 gift card Number: *******************. Date of Event: 12/23/23, *********, ** CBO442, Terminal CBO44203 at 10:31 a.m.

  

  Business Response

  Date: 01/25/2024

  We have reached out to the guest by email and will replace the card. 

  Customer Answer

  Date: 01/29/2024

   
  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:01/16/2024

  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 January 6, ****, I went into the H333733303931393339**H H**383738333537**38H H31383731**3038363335H #** in *******, ** to purchase a $50 gift card. The cashier asked if I would like to use the $10 reward that was showing available. I said YES. I swiped my card for the $40 transaction and the device said APPROVED; however, her computer froze and would not print a receipt. She called over a manager to assist. The manager did not know what to do so she rebooted the computer and said that the charge would probably not go through. I still needed a $50 gift card so I figured that H333733303931393339**H H**383738333537**38H would be able to work this out if it does. I proceeded to purchase the $50 gift card. I then logged in to my **** account to find that both charges were pending, which I showed the manager. The manager said she would have someone call me. No one did. I also tried calling guest relations at H333733303931393339**H H**383738333537**38H but no one answers the phone nor responds to online complaints. I called the H31383731**3038363335H back today to speak to a manager. He gave me a name and number to call. When calling, there is no greeting of anyone. Just have to leave a message and hope for the best.

  

  Business Response

  Date: 01/25/2024

  We have reached out to the guest by email and issued a refund for the failed transaction. The points were added to the rewards account and a digital compensation card will be sent. 

  Customer Answer

  Date: 01/29/2024

   
  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:01/16/2024

  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.

  I returned a hat to Cracker Barrel at **** *******************. ******** ****. I was issued a refund card.I tried to use it at there ****** store and the gal at the counter scratched the code so hard it was not able to read. The manager told me to contact the store on ******* to get a replacement. I have spoke to ***** retail manager at that store who for 3 months said she would mail it. Now she won't ************* and have not received my refund.

  Customer Answer

  Date: 01/18/2024

  After notifying them I reached out to you then sent me the card

  Thank you for your help,

  **********************;

  

  Business Response

  Date: 01/24/2024

  We have reached out to the guest. The gift card will be replaced for the remaining balance and a digital compensation card will be sent. 

   

  

  Business Response

  Date: 01/25/2024

  We have reached out to the guest. The gift card will be replaced for the remaining balance and a digital compensation card will be sent. 

  Customer Answer

  Date: 01/29/2024

   
  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,
  
  ***********************