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/All Northeast FL and the Southeast Atlantic Locations

  Hwy 341 Brunswick, GA 31520

• 

  Cracker Barrell Restaurant (all locations)

  Riverston Parkway Kennesaw, GA 30144

• 

  Cracker Barrel Old Country Store

  145 Prospect Hill Rd East Windsor, CT 06088

• 

  Cracker Barrel Old Country Store, Inc.

  30 Main St Tariffville, CT 06081

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:12/18/2023

  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.

  I ordered online pillow sham. The order number is *******. I have not received anything from Cracker Barrel when shipping would happen. I did notice that it has been taken off my credit card. It would have been nice to know that you didnt have item. Also, no one answers the customer service number **************. Left several messages and have not received a call back. Bad way to do business . I do not want item now even if you have it. Have been a good customer to ******************************************* for years but that is about to end. Also, I read shipping should happen within 2 days.

  

  Business Response

  Date: 12/21/2023

  I reached out to the guest by phone and was not able to leave a message. I followed up by email. We are not showing an order for her. I ask she send me detalis of her charges so we may look into this issue. 

  Customer Answer

  Date: 12/22/2023

  Not sure why they couldnt find an order for me.  It came in mail yesterday. Not sure again why they couldnt leave a message on phone as I have been receiving them.  Also, never received an email from them. My last time I will ever place an order through them. They should really answer their customer service number, tried 2 weeks to call them never an answer. I left several messages but no one called  back.  ***************************.  ************

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21013628
  
  I am rejecting this response because:

  Not sure why they couldnt find an order for me.  It came in mail yesterday. Not sure again why they couldnt leave a message on phone as I have been receiving them.  Also, never received an email from them. My last time I will ever place an order through them. They should really answer their customer service number, tried 2 weeks to call them never an answer. I left several messages but no one called  back.  ***************************.  ************
  
  

  

  Business Response

  Date: 12/27/2023

  We located your order the number is ******* and the name on your order is ***************************. We do show we snet you an email on 12/21/23. For the inconvienence, I will be sending compesation for the inconvienience. 

  Customer Answer

  Date: 01/03/2024

   
  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:12/13/2023

  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 Received a Gift card for Cracker barrel for $*****.. gift from my Son...when I attempted to use it pay for my meal it were declined I called the number on card and it's says I have ***** balance and it says no expiration but cashier says 0 balance and Expired..I made a complaint through Cracker barrel website over 5 days and haven't received a reply as incited on website...I would love to receive a new Gift card to replace this one it doesn't work!!!! Thanks for all your assistance..***** ************

  

  Business Response

  Date: 12/21/2023

  We are sending a replacement gift card by mail. Followed up with an email.

• Initial Complaint

  Date:12/13/2023

  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 been purchasing meals from CB, and as a result, I've been awarded over 200 pegs. Their app shows this amount but does not allow me to redeem. I have emailed them and their response is "they have added a receipt to my account" (see below). I have no idea what they are referring too. I'm requesting that they provide a voucher (or fix the app). Thanks ******************Dear *****,Hot and ready! As requested, a receipt from your recent Cracker Barrel store visit has been added to your Cracker Barrel Rewards account. Thanks for getting us all the info needed and hope to see you again real soon. Thanks again for reaching out. Take Care Now,******* Guest Relations Representative Cracker Barrel Old Country Store, Inc.

  

  Business Response

  Date: 12/21/2023

  I reached out to the guest by and left a messsage. I wanted to walk him through the steps of redeeming his rewards. I will follow up with an email. 

  Customer Answer

  Date: 12/22/2023

   
  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:12/07/2023

  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 would appreciate a response from both BBB and Cracker Batrel on this matter. I am also contacting news media to investigate publicly and inform viewers because a lot of us are experiencing this In finding out! By the way, I love Cracker Barrel food and have always supported them and been a good customer. We eat there often. This is a widespread problem and perhaps cracker Barrel is going out of business, but if thats the case customers have a right to know about these giftcards not working!I have multiple giftcards totaling $75 that are new and unused that clearly say no expiration date on the plastic cards. They are a few years old, but that doesnt matter because supposedly they never expire. In the meantime, Cracker Batrel has updated their computer system and the stores and phone system no longer recognizes them. The manager at my local CB store said to contact corporate to exchange my old giftcards for a new giftcard since they cannot pull it up. We eat very often at CB and usually love the restaurant and love the staff. Were not normal complainers but this is a significant amount of money! I even have receipts from purchasing giftcards still stapled and these were gifts a few years ago. *** tried calling their corporate office and they do not respond back. Ive tried emailing website and no response. This is scary. BBB needs to audit CB for what they are doing to customers with these older giftcards please. This is not typical behavior of this company! What is going on?

  

  Business Response

  Date: 12/19/2023

  I reached out to the guest by phone and the voice mail is full. I emailed with the following information. We sent replacement gift cards on 9/15 and 12/17. I emailed her the gift card numbers we replaced. I told her if these were not the cards she is referring to, then send me the gift card numbers for review. 

• Initial Complaint

  Date:12/07/2023

  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 tried numerous times to contact ANYONE at Cracker Barrel on numbers provided, without any luck. I have an older card with no pin. I'm wanting to receive a card with pin for balance of this card. I believe it's $13.10. Regardless I'd like the full payment on remainder of old card ******************* Thank you for your assistance.

  

  Business Response

  Date: 12/19/2023

  Reached out to the guest by phone and left a message. We are mailing a replacement card. This will be mailed out on 12/20/2023

• Initial Complaint

  Date:12/07/2023

  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.

  Date: 11/24/2023 Invoice: ******* Ordered two items on Black Friday for a person who is fighting cancer - She would love these items. So ordered the day of the sale, and I havent seen anything yet and the order hasnt moved. I have asked their ******* support for help and I have emailed customer service and havent received a reply. The ******* staff is a waste of time, just telling me to contact the same customer service that has not replied yet.I was going to just order the items again since she would really love them and they are OUT OF STOCK now. So not only has Cracker Barrel ignored me, but she will not get the two things she really wanted, through NO fault of my own. Cracker Barrel screwed up and cant seem to fix this - I would like them to know that the two items were for a very good cause and that they have ruined the season for more than one person. Two things like this may not seem like much to some people, but ti make someone smile who has had a very rough year, is just worse than the Grinch coming to the house and stealing every other present.Always wonder how a business can get away with having a poor system that is the reason for not shipping my order, even though it said it would ship in a **** or two.You can see in my attached picture that the status is only accepted, after almost 2 weeks.

  Customer Answer

  Date: 12/08/2023

  Hi - Thanks to the BBB for always helping consumers - I really appreciate the service(s) from the BBB.

  Cracker Barrel did FINALLY send me the items after reaching out to them on multiple fronts - it shouldnt have required all of this work, and then getting the BBB to help out as well.

  We can close this case since they sent the items this week and I received them yesterday - The person they were for was incredibly excited and happy, she loves her Christmas Candy decorations - it was great to see that happiness.  I reallize they were just two "small" things, but they can make all of the difference to someone.

• Initial Complaint

  Date:11/30/2023

  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.

  I made an order online from Cracker Barrel on November 11. Orders are supposed to be shipped in two business days. Today is November 28 and my item has yet to be shipped. I have tried contacting the company. I have tried looking at my order but all it states is accepted. Chat is off on the website. The phone they have listed to the online store does not let you speak with a person. I have emailed them 3 times with no responses. I don't know what else to do. They took my hard earned money and pocketed it without delivering the items I paid for.

  Customer Answer

  Date: 12/04/2023

  Close case. They sent me the items finally.

  

  Business Response

  Date: 12/07/2023

  Contacted guest by phone and she did receive the order. We have addressed the complaint for her delayed response. 

• Initial Complaint

  Date:11/27/2023

  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 placed a online order #******* on 10/27/23 For 18 mermaid ornaments ****** 1 magnifying glass ****** 3 red/gold magnolia flowers ****** 1 silver ball ****** 3 gold butterfly clips ****** I have only received the magnifying glass (that was 1 shipment) then the silver ball, 2 magnolias, 2 butterflies in a 2nd box..I have emailed through the companies contact us email, no answer. I have tried over and over multiple days different times of the day to reach someone, anyone, by phone without success and the chat has never been available so this is my only recourse to try and get the rest of my order shipped. 1 magnolia 1 butterfly and 18 mermaid ornaments.

  

  Business Response

  Date: 12/06/2023

  Our Ecomm team sent the missing items out on 11/15/2023. The package was delivered on 11.16.23. I reached out by phone and left a message. I will follow up by email to confrim if order was received.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20915662
  
  I am rejecting this response because:
  I acknowledged that I received a second box in my complaint, that it also did not complete the order. I am still owed 1  red magnolia pick 1 glitter butterfly clip and 18 mermaid ornaments. Nothing has changed from the original complaint, if you read it, I was very detailed. I have received no phone calls or messages concerning this.. I have a phone that saves and tracks everything.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/19/2023

  Reached out to the guest by phone. All of her order was received. 

• Initial Complaint

  Date:11/22/2023

  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.

  Tried to use a gift card for $50 for our meal and the card was denied. This was a gift from or adult children. I called Cracker Barrel as instructed by the cashier and after 90 minutes of trying to speak with someone gave up! When I checked the history of the transactions, it showed it was denied 3 times that day, but going back further, it was approved in October. We did NOT use the card in October; in fact, the clerk helped me scratch off the pin number. I see there have been instances where CB gift cards have somehow been scammed. How can I get our card replaced with an active card we can use?

  

  Business Response

  Date: 11/28/2023

  Reached out to guest by phone. We are sending a replacement card by mail.

  Customer Answer

  Date: 12/07/2023

  I was completely satisfied with the conversation with Cracker Barrel.  I received my replacement gift card very quickly.  

   

• Initial Complaint

  Date:11/21/2023

  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.

  We ate in the *******, ** restaurant on 11/7/2023. When I got home I looked at my receipt and found that I had been charged for a bowl of beans and a bowl of greens that I never received. I went back to the store the same week only to be brushed off because I did not have my receipt with me. I was told to come back with it. On 11/11/2023 I returned for another meal and to discuss the charge of $8.19 plus tax for an item I did NOT received. The upfront manager who was didn't understand why I didn't tell him earlier. I spoke with someone else each time I was in the restaurant.I would like a refund of $10.01, which is the total of my overcharge.

  Customer Answer

  Date: 11/21/2023

  Store located in *******, on 11/7/2023

  

  Business Response

  Date: 12/19/2023

  We emailed the guest an apology letter and sent a digital comp card.

  Customer Answer

  Date: 12/19/2023

   
  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, if they in fact follow through.  I havent seen that just yet.
  
  Sincerely,
  
  ***********************