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Business Profile

Restaurants

Cracker Barrel Old Country Store, Inc.

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

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

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • 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,

      ***********************
    • Initial Complaint

      Date:11/21/2023

      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 had a horribly bad order of country fried steak at the ************** location. After multiple emails to customer service no one has ever got back to me.

      Customer Answer

      Date: 11/21/2023

      1. Store location - 18214 *************************************************
      Street ****** *************************************************
      City- **********
      State - ********
      2. Date/Time of purchase- 11/17/23 around 5pm
      3. Order number if applicable- None was given

      Business Response

      Date: 12/19/2023

      We sent the guest a digital compensation card  and a follow up email on 11.30.2023.
    • 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.
      I had lunch at Cracker Barrel in ************, **, store No. CB0436 on October 6, 2023 in the amount of $17.70. I was charged twice on my **** card. I have called the store and the main office and cannot get a reimbursement. I'm sure $17.70 is of no consequence to Cracker Barrel but to me, a 90 year old lady, it means a meal out that I don't have to cook and means so much. Thanks for any help you can provide.

      Customer Answer

      Date: 11/22/2023

      This complaint has been resolved with Cracker Barrel through my credit card company. Thank you for your assistance.

      ***************************

       

       

    • Initial Complaint

      Date:11/15/2023

      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.
      On Friday November 10th 2023 I order (online) a Thanksgiving dinner from The Cracker Barell. A few days later I got a better deal through Honey Baked Ham and ordered from them. It was a lot cheaper. Yesterday I went on line to cancel my order with Cracker Barrel and found out they do not allow cancellations. I wasn't supposed to pick up my order until Monday 11/20 so they were getting almost a week's notice. I was shocked because there was nothing in their order website that said I could not cancel within a reasonable time. I am a senior citizen and on a fixed income, so this is a lot of money to me and I certainly do not need 2 Thanksgiving dinners.

      Customer Answer

      Date: 11/20/2023

      Cracker Barrel has agreed to cancel my order so please disregard this complaint. Thank you

      Business Response

      Date: 11/28/2023

      The guest order was canceled on 11/17/2023. We sent an email to the guest for confirmation.

       

    • Initial Complaint

      Date:11/14/2023

      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.
      On 11/3 I placed an online order for delivery *****************. My order was marked delivered and I never received it. I immediately sent an email to ************* ticket #********. The automated email says to allow 5 business day for a response, which has since passed. I tried to reply saying I haven't heard anything and the email bounced back. I've attempted to use the live chat feature numerous times and it always says closed. I need my $54.84 refunded back to my card otherwise I will have no choice but to open a chargeback for goods/services not. recevied.

      Business Response

      Date: 12/06/2023

      A full refund for the order was processed on 11/15/23. The guest was sent an email to the guest with an update. 
    • Initial Complaint

      Date:11/08/2023

      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.
      Give cars show balance but shows invalid at store. Have emailed many time and tried to call many times and get NO response. Talked with store manager and they say they can do nothing but say there is a balance shoeing. What do I do ?

      Business Response

      Date: 11/17/2023

      I reached out to the guest and left a message. We are sending her a digital gift card replacement for the balance of both cards. I send an email to update as well.

      Customer Answer

      Date: 11/28/2023

       
      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:11/06/2023

      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.
      Hello, I purchased an item from Cracker Barrels online store which stopped working after two days. I have since emailed them twice, with them promising to respond within five business days. They have missed the deadline and never replied. I also called their corporate number which either redirected me to the website or went dead. I now have a defective item and seemingly no way to return itinitially I wanted to replace it, but I dont want to support a company that is unreachable. Thank you for your help.

      Business Response

      Date: 11/17/2023

      A refund for the item was processed yesterday and an email was sent. I left a message to let her know we apologize for the delay. 

      Customer Answer

      Date: 11/21/2023

      Hi! I have received two emails sharing I will be refunded the total price of my item plus shipping since it was defective. That has showed up in my account! I also got a voicemail from someone at Cracker Barrel who shared they got a message from youthank you!!!!! I really appreciate your help in this manner; I truly felt stuck. Thank you!!!!!!!

      Customer Answer

      Date: 11/28/2023

       
      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. THANK YOU SO MUCH FOR YOUR HELP!!!!

      Sincerely,

      ***********************
    • Initial Complaint

      Date:11/06/2023

      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.
      On 10/31/2023 around 10:30 AM We went to your *************************************************************** location. Once we were walked over to our table I asked the hostess if we could be moved to a table by the window or up against the wall ( The table they selected for us was in the center of the restaurant) The hostess initially told me know then proceeded to say " If I insist it would be a few moments before she could seat us. ( The restaurant was almost empty and it was plenty of empty tables by the window ad up against the wall ) After about 3 minutes of going back and forth with the hostess and making a scene we settled and sat down where she seated us. The Waitress we received was a "Trainee" and messed up our order, We weren't provided any water, I asked for a refill on a soft drink ( Never received ) and a side of toast ( Never received). What bothered me the most is about ten minutes after we were seated another couple came in and was seated in the center of the restaurant and they requested to be moved to a table by the window and was moved with no issues. I'm not sure what the difference was between the other couple and us except for out ethnicity.

      Business Response

      Date: 11/17/2023

      This complaint will be forwarded to the appropriate department for handling. 

      Customer Answer

      Date: 12/08/2023

      The business said someone would reach out to me but nobody ever reached out.

      Business Response

      Date: 01/03/2024

      We have reached out to the guest by email with an apology. We will also send a digital compensation card to invite the party of 2 back for a meal on **. 
    • Initial Complaint

      Date:11/06/2023

      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.
      *** spent two months trying to get an actual response from customer service and acknowledgement of the issues I had. Instead, they sent out an automated coupon that is not useable and have refused to acknowledge me or the problem. Im still waiting for a refund

      Customer Answer

      Date: 11/07/2023

      ********, ** location on **************

      Business Response

      Date: 11/14/2023

      Tried to call guest and left a message. I followed up with her by email to confirm her order number so we may process a refund.

      Customer Answer

      Date: 11/17/2023

       
      Complaint: 20827460

      I am rejecting this response because:
      I replied and they still havent responded as to WHY its taken this long and ridiculous extra steps to get an initial reply and to initiate a refund. Also a woman named ***** reached out once but never processed the refund but made sure to be rude in her response then ignored my further inquiries. All around awful experience and I will never visit another Cracker Barrel. 
      Sincerely,

      *****************************

      Business Response

      Date: 11/28/2023

      We never heard back from the email we sent on 11.14.23. I called guest today and left a message and followed up by email to respond so we may assist. 
    • Initial Complaint

      Date:11/01/2023

      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.
      SEE INFORMATION DESIRED IN BOX BELOW UNDER EXPLANATION.Get Accredited Business Login Torch Awards Better Business BureauHomepage Resources for Businesses My ******************** Navigation menuMenu File a Complaintagainst Cracker Barrel Old Country Store, Inc.: step 2 Form progress STEP 1 Tell us about yourself completed STEP 2 Tell us about your complaint STEP 3 Review and submit your complaint Issue Enter a description of your problem Note: To help others evaluate this business your complaint details may be added to the Business Profile for this business on ********************.org.Please do not include any personally identifiable information, including credit card numbers or social security numbers, when you tell us about your problem. ******************** may edit your complaint to protect the privacy rights of yourself and others.Did the issue occur within the last 12 months?Did the issue occur within the last 12 months?Yes No Does your complaint involve a health issue or a health care provider?Does your complaint involve a health issue or a health care provider?Yes No Tell us about your problem Providing us with as much information as possible will make it easier for us to work to facilitate a resolution between you and the business Enter a description of your problem **** characters remaining You have **** characters remaining Enter the amount of money you paid the business (optional)Desired resolution View complete descriptions of the Types of Resolutions ******************** will and will not pursue. Add up to three.Desired settlement Desired settlement Explanation Removesettlement Add Another Settlement Upload supporting documents (optional)Supporting documents submitted will only be shared with the business for the purpose of resolving your complaint. Example: receipts, contracts, pictures, advertisements, etc.Upload Accepted Formats: PDF, DOC, JPEG, TIFF, PNG | Max ***** 5 Mb Back Continue Save and Continue Later Cancel Complaint Location ************************************** Website ************** about Cracker Barrel Old Country Store, Inc.address:*************************************************************** phone number:************** If you have any questions or concerns, please contact the ******************** assigned to your complaint:contact ******************** of Middle ********* address:******************************************************************************* Email this ******************** phone number:************** ******************** For Consumers Language Translation Information Search for a Business Get a Quote Start a Review File a Complaint ******************** Scam Tracker File an Auto Warranty Complaint Sign up for Scam Alerts Frequently Asked Questions (FAQ)Consumer HQ For Businesses Search Business Profiles Get Accredited ******************** ** Privacy Shield Get Your Business Listed Partner Code of Conduct Apply for ******************** Accreditation Business HQ ****************************************** Directory of Local ********************s ************************* of Better Business Bureaus ******************** Institute for Marketplace Trust Careers ******************** Wise Giving Alliance (Give.org)******************** National Programs Give.org ******************** Institute for Marketplace Trust Contact ******************** Business Partner Code our ******** (opens in a new tab)our LinkedIn (opens in a new tab)our ******************* - President ******************** ****** (opens in a new tab)Terms of Use Privacy Policy Your Ad Choices Trademarks Hyperlinking Policy 2023, ************************* of Better Business Bureaus, ***** organizations in the **, ****** and ****** and ******************** Ins

      Business Response

      Date: 12/06/2023

      Contacted guest and we are sending her a full refund for her experience. 

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