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:08/23/2023
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 email from Cracker Barrel Guest Relations representative by the name of *****, saying I will receive a $75 replacement gift card to replace 3 $25 cards i have which do not have PIN Numbers. Their email to me is dated June 23, ************************************************* 7 business days. Their ref number is: ref:_00D4PgUb6._5008Z2CXwVp:ref
Business Response
Date: 08/30/2023
There was an error when the request was entered for you to receive your digital replacement card. The error was corrected and you will receive your replacement within the next 3 business days.Customer Answer
Date: 08/31/2023
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:07/27/2023
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.
I am very dissapointed in the to go order I recieved from the **********, ** location. Ordered two roast beef meals and when I got the food home the beef was cold and tasted horrible and was missing some of my sides I ordered. Also no receipt was given to me in the bag like I requested. Very dissapointed.Customer Answer
Date: 07/27/2023
1. Store location- **********, ** 21740
Street- ***** *************************************************.
City- **********State- ********
Customer Answer
Date: 07/27/2023
1. Store location- **********, ** 21740
Street- ***** *************************************************.
City- **********
State- ********Business Response
Date: 08/16/2023
Our Guest ******************** has a ticket on this guest. We sent digital compensation on 8/4. I sent an email asking if his issue was resolved and if there is anything else we need to address, please do so.Initial Complaint
Date:07/19/2023
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 received a $50 gift card for my birthday. It was purchased at Store 608 on 3/7/2021 (the gift giver included the receipt). The card number is **** **** **** **** 304 PIN-****. I tried to use it at a ********************** over the weekend and it was declined. The cashier said it might be because the gift card is older and to call ***** Services to have a new one issued.I've just spent 30 minutes trying to get to a 'human' on the phone at ************ and always get rerouted to the main menu or I get disconnected. Option 1 is if you want to tell them about your experience but it just tells you to go to the website. This is beyond frustrating just to try to get a gift card re-issued.I just want a replacement gift card.Business Response
Date: 07/27/2023
Reached out to guest by phone and left a message. She will receive a replacment digital card by email. Followed up with and email.Customer Answer
Date: 08/03/2023
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:07/11/2023
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.
The date was Sunday, July 9 2023. Before tips we paid $48.94. There were only 4 other tables with guests. We ordered our food, waited over an hour for our food. Ask up front what was going on and they said they would check. When they brought it out everything was cold. Carrots were not the normal, looked as though they had been taken straight from a bag and put on plate. Biscuits were cold. We told our waitress about everything and she apologized. Another customer said the waitress said she could take food back and put in microwave. If we wanted this, we could just pop a TV Dinner in microwave. This would be an expensive Microwave meal. Now just fed up, we went up front to pay and told them about the cold food, etc. and they just said "Really" Same thing happened two weeks before with cold food, burned broccoli, etc. They just DON'T CARE..Will not go back after two tries. Been to others and never had this problem as waiting over an hour and then having cold food. This store is in ************, ** (CBO604) Would like to have refund as this has happened twice, but only asking for refund on this last visit. They need to get better Managers or they are going out of business, as they could care less about their customers and their needs.Money doesn't come that easy to throw away.Customer Answer
Date: 07/11/2023
Gravy was cold that it had like skim on top...Only thing hot was plates, must have warm them and then put cold food in plates, thinking it would make food warm...Such disappointment...No one should serve cold food and not do anything about it.....Business Response
Date: 07/21/2023
I called and left a message and follwed up with an email to send me a copy of her receipt.Business Response
Date: 07/27/2023
***** sent us a copy of her receipt. Since she paid by cash we are sending a refund check by mail.Initial Complaint
Date:07/10/2023
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.
On May 14, I placed a Mother's Day breakfast order to pick up at 8:30 and take to my mother who is fighting cancer. I am a widow myself and drove 80 minutes to the ******************, ** Cracker Barrel to treat my Mom and older sister who is her caregiver. When I arrived, the food was not yet ready so I waited until the lady brought the food out and told me they did not have the alternate meat sausage for two of the breakfasts, asking me what we wanted instead. Note, I would have to wait until she went back in and the meat was made - meaning all the food she just brought would get cold before I even started toward my Mom. I chose grilled chicken tenders and waited for almost 10 minutes for them to come out. When I got to my Mom's and handed out the meals, I found they had only given us ONE set of tenders for one of the two breakfasts that had ordered alternate meat AND the tenders were fried, not grilled. The hashbrowns casserole was clearly old and cooked too long when it was made so it was not good at all, and was much too small portions. But the final straw that made us all push away from the table was when I took a bite of my eggs and pulled a long dark hair out of my mouth!!! I have reached out to the store directly twice to get a refund of the $49.95 that I paid but nobody has so much as even called me to apologize for such a HORRIBLE Mother's Day meal for my Mom who is fighting lung cancer!!! I am disgusted with this location and will likely never go back - and I have shared with many people what has progressed. I could turn the cheek and still spend my money there IF they had bothered to at least call and apologize but it's too late for an apology and now I'm just angry....and I want my money back!!! How do you not call a customer when they've given you a chance to make it right??!!Customer Answer
Date: 07/10/2023
I thought I put most of this information in the complaint but here it is.
Date: 5/14/23
Time: 8:30 am
Store: Cracker Barrel, *****************************************************************************Order No: 686862848
Business Response
Date: 07/17/2023
I reached out to the guest by phone and left a voice mail, asking for her order number or receipt infomation for review. Also followed up by email.Customer Answer
Date: 07/20/2023
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:07/07/2023
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 ******* for several items on June 22,2023. I received all my items except one SKU: ****** Haunted House Mantel Decor Projection Item Total: *****. I sent an email about the issue a week ago and have not heard back from anyone. I even sent a private message on ******* and no response from company. There is no number to call for online customer support, and their online chat support always says unavailable. I would like a refund or the item to be shipped to me.Business Response
Date: 07/17/2023
Reached out to guest by phone. Left a message to follow up about her order. We are showing a third box was shipped out on 6/28. Followed up by email to guest.Customer Answer
Date: 07/21/2023
I was contacted by phone, but missed the call. They then sent an email to which I replied with photos that proved I did not receive my item. They responded two days later and said they would reship my item to me. I just received my missing item in the mail today.Customer Answer
Date: 07/21/2023
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. They re shipped the item I did not receive, and I got it in the mail today so my issue is now resolved.
Sincerely,
*********************Initial Complaint
Date:07/07/2023
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 an older Cracker Barrel gift card that does not have a PIN number on it; therefore, I am unable to use it. According to the manager at the ********** ** Cracker Barrel, I needed to contact the Guest ******************** and request a new gift card with a PIN number. I have tried to contact Guest Relations at Cracker Barrel but have not had an success with a response back from them.Business Response
Date: 07/07/2023
Reached out to the guest and left a message. We need the 19 digit gift card number for review. Sending an email for follow up.Initial Complaint
Date:07/06/2023
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.
Cracker Barrel continues to ignore my complaints about the poor quality of the restaurant nearest me. Missing items, poor food temperature, food quality are common and I have now filed 2 complaints regarding my last 2 visits, twice, and no one can respond or acknowledge my concern. I am irritated because Cracker Barrel, while possibly irritated, with my concerns, should fix these concerns rather than ignore customers. I spend a lot of money and patronize Cracker Barrel and do not feel respectful. I am worth at least receiving a response and for over 2 weeks Cracker Barrel continues to not be liable or responsible for not providing correct items and correct and adequate food quality. Please in the future, reach out so I can provide specific examples and proof of what I experience. I would not want to choose a different place due to my desire to eat here but this is becoming a very disrespectful case.Customer Answer
Date: 07/06/2023
It was the Cracker Barrel on *********************** in ********** ** and it was from multiple times.Business Response
Date: 07/17/2023
Reached out to the guest by phone for more info. Followed up with an email to respond.Initial Complaint
Date:06/29/2023
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 purchased over $200 of gift cards at the Cracker Barrel Store #*** in **************, **, two of these gift cards were given as gifts and the people tried to use them two weeks ago ; the cashier scratched off the 4 digit code in front of them but the two cards would not work. I have been on the phone with *****, manager, at **************, ** : ************** and she left several messages with the corporate office, with no return call as of today to her; I left messages and sent emails with the attachments showing the receipt, the cards themselves. They sent this: Ticket Number: ******** and We have created a Ticket for you to track the progress of your inquiry. Ticket Number: ********. Today I received an email message from *****, ***** Services, stating the card was invalid and to contact the third party company that they were purchased from. As you can see there is no third party company involved as I purchased it in the Cracker Barrel store. I would like these replaced with two-$25 gift cards for the gifted parties to use. There is no expiration on these cards and they were not used. I am in shock that Cracker Barrel is not resolving this issue. My mom lives in ********..*************************** ************ *****************************************************************Customer Answer
Date: 06/30/2023
Cracker Barrel Sent $50 gift card to cover the two that do not work. Thank you for all that you did. Have a Happy July 4. *************************; ************Initial Complaint
Date:06/28/2023
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.
On June 13th, I attempted to utilize an unused, Cracker Barrel gift card to purchase food items at the restaurant/store [located in ******, ********] but was told by the cashier [Rylie] that I could not use it as payment due to the fact that the *** was not visible. She explained that she was unable to confirm the balance by swiping the gift card magnetic strip or by entering the gift card ID number [which was also no longer visible]. She required the *** to make the gift card balance inquiry. As I paid for the items in cash, the worker directed me to call the company's "Guest ********** ********** *****************] so that I could receive a replacement gift card. That following day, I called the contact number and was not able to reach anyone. I later submitted a written request for assistance via the online, "Contact Us" form on the Cracker Barrel website as well as directly through my own yahoo.com e-mail account. On June 14th, I received a "Support Ticket Confirmation" after using both methods. Ticket number ******** was created in reference to my e-mailed message sent via my yahoo.com account sent on 06/14/2023 at 4:10pm. Ticket number ******** as created in reference to my message sent via the online "Contact Us" form on 06/14/2023 at 4:12pm. As of today, 06/27/2023, I have yet to receive a follow up contact from Cracker Barrel despite their promise that they would "review (my) feedback and respond within 5 business days".Business Response
Date: 06/28/2023
We are unable to verify a balance on the damaged card as none of the numbers are visible. We have emailed the guest and will send a complimentary meal card for 2 via email within 3 business days.Customer Answer
Date: 06/30/2023
Complaint: 20242106
I am amenable to the offer of "two complimentary homestyle meals" [which includes two beverages, two entrees and two deserts]. However, the stipulation that it can only be redeemed during a "dine-in visit" is a problem. The issue with which I am seeking resolution involves my inability to use a gift card. That gift card would have allowed me the option to order a meal as a "take out" or to eat that meal as a "dine-in". Over the last few years that I have been a patron of Cracker Barrel, I have either placed an order online for my later pick up or have come into the restaurant and ordered from the takeout menu. Those two options continue to be my preference. I ask that Cracker Barrel consider my request that the current offer of "two complimentary homestyle meals" be made available as a one-time "takeout" or a single "dine-in". I thank you in advance for your attention regarding this matter.
Sincerely,
*********************Business Response
Date: 07/07/2023
Reached out to guest by email and ask to send us a copy of the gift card receipt when the card was purchased. We will be able to locate the full gift card number with that information.Customer Answer
Date: 07/07/2023
Complaint: 20242106
As I indicated in my original e-mail to Cracker Barrel Guest Relations on June 14th, the gift card was given to me "as a present a few years ago". I have no receipt available for the gift card. I only have the physical gift card. In my most recent e-mail response regarding this complaint [dated June 30th], I noted that I am "amenable to the offer of two complimentary homestyle meals" which was granted to me by Cracker Barrel on June 29th via an e-mailed Promotional Card. However, I had concerns about the stipulation that it could only be redeemed as a "dine-in visit". As a compromise, I asked if it was possible that an allowance could be made for the offer to be redeemed as a take out/carry out order. I am once again asking Cracker Barrel to consider that option as a resolution for this complaint.Sincerely,
*********************Business Response
Date: 07/21/2023
Reached out to guest by email to follow up with us to confirm he complimentary meal card was received. This compensation card is for 2 free meals including drinks and desserts.Business Response
Date: 07/27/2023
I reached out to the guest for a response to let me know the amount of her gift card.Customer Answer
Date: 07/27/2023
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. I was able to use the certificate that was e-mailed to me for my take home food purchase. I greatly appreciate the customer service provided by the restaurant staff of my local Cracker Barrel to accommodate my specific need. I would also like to thank the Better Business Bureau organization and staff for following up with the restaurant's corporate office and supporting me throughout the process of resolving this issue.
Sincerely,
*********************
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