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:11/01/2023
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.
So went to a Cracker Barrel here in ********** ** at the Susquehanna Shops on Sunday 10/29/23. And what a disgusting. Horrible place. Horrible food. Horrible staff. Horrible all in all. So bad. So tasteless. I couldn't eat. Paid a lot. Paid in cash. What a joke. I've sent a complaint to Cracker Barrel on their Web site. No response. I called their stupid #*** number listed on here. Over a 100 times. With no success. They claim they have LIVE AGENTS to chat with. Go on it any time of the day during THEIR " NORMAL BUSINESS " Hours. Continuously says " chat agent unavailable". So one can't get of hold of ANYONE at their *****************Customer Answer
Date: 11/02/2023
*********************************************************** ************
Business Response
Date: 11/17/2023
Called guest to let him know we sent a compenstaion out this week. For his toubles we are also sending a refund.Customer Answer
Date: 11/28/2023
Complaint: 20805264
I am rejecting this response because: Though a lady from Cracker Barrel corporate office to offer whatever. I was beyond ******. That they went behind my complaint with the BBB and called me. They shouldnt had! ..Instead, all communication should've came through my BBB complaint.
Sincerely,
*************************************Initial Complaint
Date:10/30/2023
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.
Gift card was refused because there is no PIN number. Card says no expiration date. Refused 9/13/23 at CB CB0566 in ************ **. Store Senior Associate, ******************* began by telling us "this issue won't be resolved today". He took my e-mail address and phone number plus the card # and said the "home office" would be in contact within 10 days to issue a valid replacement card. We heard nothing. I then tried to contact customer support. No way to navigate their phone tree to speak with a person and the Chat Line is never available. I then filed written complaints and received tracking numbers with automated statements that they would be in contact within 5 business days. Numbers are ******** 10-7-23, ******** ***** and ******** *****. The response to each is addressed to *********************** although I have tried to get that corrected, they do have my correct e-mail address. They state the ticket numbers can be used to track the progress of the complaint - that is impossible to do. The gift card number is : ******************* for *****. I noticed there are multiple similar complaints on line and with the BBB so CB is obviously aware of how frustrated people are with their terrible customer service. Anything the ******************** can do to facilitate a resolution would be appreciated.Business Response
Date: 11/17/2023
Reached out to guest by phone and left a message. I followed up by email, letting her know a gift card replacement was snet on 11/9. We are sending her compenstaion for her troubles.Initial Complaint
Date:10/20/2023
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 have sent several emails to cracker barrel corporate about my bad to go order at the ***********, ** location. They have all went unanswered. The receipt number is OT-***********Business Response
Date: 10/26/2023
We received an email about this issue on 10/8. We sent this guest a digital compensation card on *****. I followed up with an email to confrim id he received the comp card.Initial Complaint
Date:10/20/2023
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.
My husband and I have been loyal customers. When we have rewards on our credit cards we redeem them for Cracker Barrel. The last (3) gift cards have all failed when we tried to redeem them at our local Cracker Barrel. The scratch off code failed to appear clearly. The store could not use then and told us to contact Cracker Barrel corporate. We tried repeatedly, and never could reach a live person. We have (3) gift cards that are now worthless. With raising prices, $75.00 is a lot to us. We love the food, and the employees have been dear friends. No more, Cracker Barrel for us.Business Response
Date: 10/26/2023
Guest send us an email on 9/10/23 about the gift card problem. We sent an email asking for more details of the problem so we may assist. We have not heard back. I called the guest and left a message. We need the 19 digit gift card numbers for review. I followed up by email for a response from this guest.Customer Answer
Date: 10/31/2023
I have sent the numbers of the gift cards a few days ago. She replied that I should get the electronic gift card within 5 days.I will let BBB when I receive it. Thank youCustomer Answer
Date: 11/10/2023
I have received an electronic gift card from the business to my satisfaction. Thank you very much.Initial Complaint
Date:10/19/2023
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.
I have a Cracker Barrel gift card that they will not honor because they changed their system. They will only honor gift cards that have a pin number. My card was last used prior to COVID. It has a remaining balance of $34.27. I contacted Cracker Barrel via their guest services website to enter a complaint. They responded with ticket number (********) and said they would get back within 5 business days. They have not responded since. Their chat service is always unavailable. They do not answer a phone.The card number is ******************* Is there any hope with getting them to respond and issue a new card with the remaining balance and a pin number?Business Response
Date: 10/26/2023
Contacted guest and he requested a plastic replacement gift card. We will mail this to him by Monday 10/30/2023.Customer Answer
Date: 10/30/2023
Thank you very much. Happy that you could reach out to them. They never would respond to me.
I wonder how many gift cards have become worthless because THEY changed THEIR system and refused to honor their gift card.
Customer Answer
Date: 10/30/2023
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:10/11/2023
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.
I placed an online order to pick up food on Saturday October the 7th. The one order was for $63 the second order was for $3.17. for joining their rewards program I was supposed to get the bite Duo for free as a reward for joining. I was charged **** for it I have wrote to them twice now and no one answers the messages I send to them when I went to do curbside pickup when I got there I logged in and put in the parking spot number I was at and I got a message saying your order will be out soon. Me and my sister waited over a half an hour and no order ever came out. She went in to find two girls that were working in there just standing around talking to each other and gossiping. She came out with her order 15 minutes later and we looked through it in the car and we were missing four items from it. So we had to pack everything back up I went back in with it to show them we were missing items. They ended up giving us the items in containers no bag just handing us for containers to try to carry with us. It was a complete another disaster of a trip. And I will never order food from them again after all of this. I still have yet to be refunded the $**** for the item that was to be free and just for the general harassment and horrible time it was trying to even get this order I just really would like a refundCustomer Answer
Date: 10/12/2023
It is the location at ***********************************************************
My sister also let me know that she got terribly sick in the stomach after eating the food. She said she wonders if it's when she went in to pick it up it wasn't in a refrigerated area it wasn't under heat lamp it was on a shelf behind the register for who knows how long.
Business Response
Date: 10/26/2023
Called guest and left a message. A full refund was proessed for her order she placed online. We added more rewards to her account for the charges she had on the promo for creating a rewards account. I am following up by email.Customer Answer
Date: 10/30/2023
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:10/11/2023
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 placed an online order and I received the wrong merchandise. *** tried calling and when you try to talk to a guest relations representative, you just get a busy signal. The website also says you can chat with a representative, but it says chat unavailable. So, Ive sent 2 emails to try and get my correct items and have not got a response. I just want my correct items shipped to me.Business Response
Date: 10/26/2023
***** contacted us about this we sent out the correct order on 10.13.23 and sent an email with an update. I reached out to her today and left a message. I followed up with an email to let us know if she received the order or not.Initial Complaint
Date:09/27/2023
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.
Visit to the Cracker Barrel #CB0464 in *************, ** on 9/26/2023 2;24 PM. We noticed Cracker Barrel was offering a new rewards program and decided to join. There are table stickers and another brochure on the tables explaining the program. After joining, we expected to receive a free "Barrel Bite". Nowhere on the app, table sticker or table brochure does it state the free item is only available on your next visit. This is very deceptive to their customers. When we asked the server, we were told it was only availble on our next visit. she returned to the table and stated she verified with the manager it was only valid on the next visit. I mentioned it didn't state that anywhere on their advertisements, she again stated that is what the manager said. The manager never bothered to come over to the table to discuss this with us, and the restaurant was not busy. Interesting fact- when you join the rewards program, the first page that pops up states "have you used your welcome rewards yet?" *********** should pull all their advertising that does not state see additional details, good only on your next visit, or reference somehow if the free item is only available on the next visit.Business Response
Date: 10/10/2023
Emailed guest we are sending him compenstion.Customer Answer
Date: 10/11/2023
Complaint: 20663213
I am rejecting this response because: On our visit to the same location on 10-09-2023, the same situation occured. The server and cashier stated there have been numerous issues with this app, with some days the app is not working at all. If a customer orders the "free reward" when opening the rewards program, they will expect to receive the free reward the same day. Nothing in their promotional material (on the table decal, table brochure, menu, or app) states any limitations or exclusions. This is a very misleading promotion
Sincerely,
***********************Initial Complaint
Date:09/12/2023
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.
Put in a complaint with cracker barrel ticket number ******** and never heard anything back about our horrible experience. Went to the ****************** location. Went with my wife and our son food was horrible chicken and dumplings ad so greasy and oily the grilled chicken tenders was cold not fully cooked the fried chicken tenders was not crispy and was soggy the sides were cold the macaroni and cheese was so dried out mashed potatoes was cold the okra was so stale the drinks were all flat no carbonation server didn't care at all and didn't try to even make anything right. We came on August 30th 2023 and my wife is due to have brain surgery and this was the worst experience ever and this should not have been this bad this was the worst food and restaurant we have ever been to.Business Response
Date: 09/27/2023
I contaced the guest by phone and left a message. We sent him a digital compenation card on 9/13. I also followed up by email to confrim this was received and to address any other issues.Customer Answer
Date: 09/28/2023
Complaint: 20582960
I am rejecting this response because:The meal we originally has was for 3 not 2 people we tried using the digital gift card at another location in ********** and it was even worse again cold chicken tenders old sides served never brought biscuits or cornbread our drinks ran out non stop and upon checking out they charged us 10 even though the couple said 2 meals were covered manager was nasty about it and didn't care right now I am not very happy 2 locations and horrible food at both and not enough compensation to cover the 3 of us that went originally.
Sincerely,
*********************Business Response
Date: 10/10/2023
We sent extra compensation on 10/5. After we sent a complimentary meal card.Initial Complaint
Date:09/08/2023
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.
I have an older give card. On 8/31/23 The local restaurant will not take it because it does not have a "code" on it because it is old. They gave me the corporate number. I have tried calling and it keep hanging up on me. 8times so far.I have emailed them 2 times and have not received any contact. All I want is for them to make good on my $50 gift card.Customer Answer
Date: 09/08/2023
2441 FL 16
***************, ** 32092
Business Response
Date: 09/29/2023
We sent a replacement digital gift card on 9/12/23. I called the guest today to confrim this was received and he did receive the gift card.Customer Answer
Date: 10/05/2023
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,
*************************
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