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
Customer Complaints Summary
- 329 total complaints in the last 3 years.
- 68 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2024
Type: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 placed an order from the on-line store on December 6, 2023 and have not yet received. I contacted Cracker Barrel via Guest Relations on-line on December 20, 27, and January 10 and did not receive a response. I also called and left a message on December 27th and January 10 with no response. I just wanted to know if the order is going to be filled or not and when.
Business Response
Date: 01/18/2024
We reached out to the guest regarding the item being out of stock. The guest was not charged for the order.Customer Answer
Date: 01/19/2024
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:01/10/2024
Type: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 was charged multiple times for the purchase of a 50 dollar gift card and have made multiple attempts to get this resolved. Company headquarters ****** to leave a detailed message and they will return your call. I have not been called. I Also filed a complaint in wring with no response. Also attached is the contact information that was provided by the location manager who is fully aware of the issue. These transactions happen on December 13 and 14, 2023, and have yet to be resolved. They ran my debit card on one register and said it wouldnt go through on that register so grabbed a new gift card and ran that one through another register. ***********************, Manager was called over for help with the transaction. ********, ** location has my contact information and I have never been contacted. I hope now that filing with the BBB this situation can be resolved. My time is valuable and I shouldnt have to Put this much time into this issue. My calls and filing a complaint with corporate have gone unanswered.Business Response
Date: 01/18/2024
We have issued a refund to the guest and will also send a digital compensation card.Initial Complaint
Date:01/10/2024
Type: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 currently have a Cracker Barrel gift card for $25 (pictured below). A local store manager let me know that since it is an older version, it does not contain a pin number as the newer ones do, and therefore the balance must be retrieved by the home station located in *******, **, & a new card must be mailed out to me. That being said, after leaving 3 voicemails & filing an inquiry with guest services online, there has been absolutely no communication. The confirmation e-mail did include a ticket number (also pictured below) & said I would be contacted within 5 business days which has not happened whatsoever. The gift card clearly states that it never expires, so I am requesting the full amount of the gift card balance, or if it is less than $25, a store credit for the poor customer ************** spent just to receive a response, as has been a recurring theme for others too based on online reviews.Business Response
Date: 01/18/2024
We have reached out to the guest by email and will send a replacement card for the remaining balance.Customer Answer
Date: 01/22/2024
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:01/10/2024
Type: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 tried to use a Cracker Barrel gift card in December 2023. I was told at the register that because my card did not have a ***, I could not use the card. I was told to call Cracker Barrel and they would give me a *** so I could use the card. I have emailed 3 times. Two, I was given a ticket number and the email explained that I would get a response in 5 days, which never happened.Ticket numbers 00785828-made 12/13/2023 and 00799906-made 12/27/2023. The third email, I never got a ticket number. I have called and left messages with no response. I called the **************, ***** store, which is the one that told me to call and I spoke with their manager, **** *****, on 12/29/2023, who sent an email to headquarters with my phone number. I never got a call back.The gift card is for $25. I would just like the *** or a new gift card issued.Thank You *******************************Business Response
Date: 01/11/2024
We have contacted the guest by email and will send a replacement gift card.Customer Answer
Date: 01/16/2024
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:01/10/2024
Type: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.
Ive been a long-time and loyal customer to ******************************************* with attendance at numerous locations throughout the **** Ive received a gift card a few years ago as a gift in the amount of $25.00.After confirming the balance, I jotted the number on the back of the card and tucked it away for future use. The top of the gift card states Protect this card like cash. no fees. No expiration date After opening my wallet of gift cards I pulled it from back, as I never used it and finally remembered to do so! Upon entering the store they tell me that there must be a pin number in order to use the card, that their new system requires it. I explain to the manager that *** had the card for a few years and have never created a pin. The magnetic strip is damaged from sticking to other cards / the wallet but the account number on the back is perfectly visible and all that is needed for card verification; but there is no assigned pin, which they stated is required. After guessing different potential pins, they said that theyre not able to honor the gift card without a pin and for me to contact customer service to get a new card issued, with a pin. Ive sent multiple emails to customer service and have only received support ticket numbers with an email stating Ill receive a response in 5 business days. Its been weeks. My ticket number in my last email is ********. Ive seen other BBB complaints filed with the same issue and hope to also receive a resolution. I did not want to write on this platform but see it may be the only way to get a response. As the live agent chat is also unavailable on their website and the automated phone line redirects you to their website. Im simply seeking a replacement card with the proper $25.00 balance. I have the physical card and account number on the back and am able to provide it to the company, if needed. It is included in my messages to them (attached to the ticket number)Business Response
Date: 01/18/2024
A replacement card was issued to the guest on 1/8/2024.Initial Complaint
Date:01/10/2024
Type: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.
Purchase of smokehouse peak on Pi and smokehouse apple pie at location and **************. Four dinner with family and colleagues. Received complaints concerning taste in quality of pies from attendees. Have no reason to ever purchase this product again. Please respond to this concern. Try to down load pictures of items but system would not allow. Numbers of pi is ****** for pecan and ****** for Apple At a price of $12.99 each. Purchase at the *************** store.Customer Answer
Date: 01/11/2024
I'm currently out of town on a family emergency. But I did provide the fact that They were purchased at their ****** ******* store on *****************. If you have a copy of my original complaint I gave them information concerning what store the amount.Then everything that's being requested. When I return home I'll be able to give you full details again!Business Response
Date: 01/18/2024
We have reached out to the guest by email and will send a digital compensation card.Customer Answer
Date: 01/19/2024
Complaint: 21061414
I am rejecting this response because: I have not received a digital response concerning the 2 pies. This is the information for the 2 pies. Cracker brown CB0439 ****** ******* table number.Terminal c b 0 4 3 9 0 3 10 28 2023 as 6:54 PM. Item name ****** smokehouse. Pecan pie ****** smokehouse, apple pecan.The total was $39.20 because there was also a bag of ******* chips which I didn't include in the complaint. The total for the pies were $25.98. Again, I have yet to receive any contact from them personally outside of BBB. I have a phone number if someone wants to talk to me and explain this in detail I will greatly appreciate it from cracker barrel
Sincerely,
***************************Business Response
Date: 01/29/2024
We have refunded the guest the full amount and replied by email.Initial Complaint
Date:12/22/2023
Type: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 went to eat at the Cracker Barrel a month ago. The food was not edible came out, frozen on the inside hot on the outside even had to wait for part of our orders didnt come out at the same time for 20 minutes in between. I was double charged. When I receive my credit card statement, I contacted ************************* right away, was on hold for extended periods of time. I would have to leave messages, no call back. Finally got a hold of a manager they informed me they would look into the matter contact corporate and call me back never received a call back. Kept trying to call back to get a hold of a manager to no success. Called corporate number youre not able to get a hold of a live person left messages and not a single person has contacted me back about the double charge. They obviously dont care I just want this fixed.Customer Answer
Date: 12/30/2023
Hello I have been checking my email regularly but I just received this message. Very weird. This is the information requested.
**********************************************
November 21, 2023 thank you
Business Response
Date: 01/05/2024
We have refunded one of the charges and reached out to the guest by email. A digital compensation card will also be send by email in 3-5 business days.Customer Answer
Date: 01/10/2024
Complaint: 21040451
I am rejecting this response because:
I neverI never received an email from cracker barrel. Nor did I ever receive a compensation gift card like they stated.
Sincerely,
***********************Business Response
Date: 01/24/2024
The digital compensation card was emailed to the guest 1/19/2023.Customer Answer
Date: 01/26/2024
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:12/22/2023
Type: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.
Store #**, 12/19/2023. I came in this evening with my father and we had the worst experience I think we've ever had at any Cracker Barrel in our lives and I will be seeking higher management. For starters I ordered chicken and dumplings with a biscuit. We were told that there was no bread at all. After this the food came out and they but a grilled chicken under my dumplings with BBQ sauce and the dumplings were cold. My father ordered roast beef and it came out with no gravy, the roast beef was bone dry and it was **** warm. Forget about the ambiance, we felt like we were getting rushed out the whole time. After this we asked for the manager **** and he refused to come out of the back and talk to us. Borderline disrespectful behavior and service, it will be a long time before I return to this Cracker Barrel.Business Response
Date: 12/27/2023
We have a ticket you sent to us on 12/21. I will reach out to this guest by email. We sent a comp card for one. I will be sending additional compensation.Customer Answer
Date: 01/05/2024
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:12/22/2023
Type: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 received a Cracker Barrel gift card as a present. When i tried to use the gift card the card had a read error. The employee at Cracker Barrel tried the card at different registers with the same result. I checked the balance on the card on their website and there is a $25 balance. I have contacted Cracker Barrel by the form on their website (2 times), by email and by leaving a phone message (2 times). It has been over 3 weeks and I have not gotten a response.Business Response
Date: 12/27/2023
We sent a digital comp card on 10/2021. I will follow up with an email to the guest to confrim if the email was received.Business Response
Date: 12/27/2023
I need to make a correction on the date the replacement card was sent. It was sent 12/21/2023 and not 10/21/2023.Initial Complaint
Date:12/19/2023
Type: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.
Declined a $250 gift card as payment for Holiday Meal Feast. My wife is having surgery on December 22, 2023, and would not be able to prepare a Christmas dinner. We live in **********, ** and our son lives in ***** so he sent ** a gift card via email so we could buy the Holiday Heat and Serve meal. We decided to spend extra money to get the ham, dumplings, and prime rib. The total came to $309. We did not order online and went into the Cracker Barrel, ******************************************************************************* to order in person. After placing the order I was told they would not accept a gift card for payment. When I complained, she checked with her manager who said a gift card was not acceptable for payment. We needed the meal so I paid with my ***************** I either want my son to be able to return the gift card or have the $250 applied to my order.Customer Answer
Date: 12/19/2023
The gift card is actually $300.Business Response
Date: 12/26/2023
Contacted guest by phone today. Guest requesting a refund for the $250 gift card. I sent this request for a refund on the gift card to our third party company for a refund, I will follow with guest and BBB once this has been completed.Customer Answer
Date: 01/03/2024
Awaiting confirmation from our son that the $250 has been refunded to his account. The ******************************************* representative who contacted me was very gracious and told me that the gift card should have been honored for the meal.
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