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
- 328 total complaints in the last 3 years.
- 65 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:04/19/2023
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.
Purchased a gift card for $50.00 on 03/16/20. Card says No Expiration Date right on it. Then ***** hit and everything shut down. When we attempted to use card for dinner on 03/31/23, we were told it had no balance.Customer Answer
Date: 04/27/2023
Purchased the gift card on 3/16/20 at 10:35am at the following location:
Giant Eagle 678
******************************************** So.
*******, ** 15701
Customer Answer
Date: 04/27/2023
I would like to also provide my email address -
******************
Business Response
Date: 05/02/2023
I reached out to the guest and left a voice mail. I followed up with an email to send ** the 19 digit gift card number for review.Customer Answer
Date: 05/13/2023
Please be advised that I did respond that my complaint was resolved and that I was happy with the businesss response. I dont know why you did not receive my response but everything turned out well. Thank you so much for help in this matter.Initial Complaint
Date:04/14/2023
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 3/5/23 I purchased 2 Cracker Barrel eGift cards on line through Giant Eagle Gift card Website. They were a gift and when they tried to use them, they were told that the eGift Card was not good without a pin number. I checked the eGift Cards there was no mention of any pin number anywhere. On ****** I contacted Cracker Barrel Customer support at ************ and was unable to speak to any support rep. I then went to their web site for customer support and no chat rep was available, so I sent my inquiry to them via email. On 4-6-23 I received a ticket #******** saying they would contact me in 5 days. Today is April 13 and I still have had no response.Business Response
Date: 04/20/2023
Reached out to the guest by phone not able to leave a message. I sent an email stating we are sending her a digital replacement card for the balance of both cards. This will be received within the next 3 business days.Customer Answer
Date: 04/22/2023
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:04/12/2023
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 Cracker Barrel gift cards to use while I traveled from ******* to **************. My family enjoyed their meals and the waitress was fabulous. Our problem came into view when we tried to pay for dinner. We had 8- $10 gift cards that were purchased for this trip. While using them we encountered an issue with the final two cards. We were told many different reasons for this leading me to believe your staff is not trained in the store policies. I was very disappointed when trying to call and being disconnected when being transferred to a person. Also the online chat is never available. I had no option but to pay for my bill with a credit card. I had already given Cracker Barrel my money when I bought the cards, so now I feel like I paid twice. I would like a full refund of $80.00.Customer Answer
Date: 04/12/2023
Store location: ************ *******
store# CB0341
5:15pm
04/09/2023
ticket# ***********
Business Response
Date: 04/20/2023
Reached out to guest by phone and left a message. I will follow up by email. We need the 19 digit gift card numbers for review.Customer Answer
Date: 04/21/2023
Complaint: 19926697
I am rejecting this response because:One attempt was made to call while I was at work. The rep did not leave her extension number, I was able to find it through the directory. I left a message and have not received a follow up call. I had already sent the gift card information in an email. I resent it as per the request in the voicemail that was left. I am waiting for a full refund,$80.00,
Sincerely,
******************************************Business Response
Date: 05/12/2023
A replacement gift card for $80 was emailed to the guest today, 5/12/2023.Customer Answer
Date: 05/12/2023
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:03/28/2023
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 was given a $25 Cracker Barrel gift card. I tried to use it today, 3/27/23 at the ********** Cracker Barrel. The cashier said I needed a PIN number. The card did not have a PIN number on it. She then said call the corporate office and they would issue a new card. I called the number ************** several times to no avail. No one answered and the prompts are not helpful, nor can you leave a message. My gift card number is *******************. I would like a replacement gift card. I am glad I had the money to pay for our meal. This was embarrassing.Business Response
Date: 03/31/2023
Reached out to the guest by phone. We are sending her a replacement card by mail.Initial Complaint
Date:03/27/2023
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.
Have a $25 gift card that I cannot use. The manager has told me that there needs to be a pin number on the card and this was rubbed off due to poor design. I have called every number I can, no pickup ever. Online chat always down. Very frustrated.Customer Answer
Date: 03/27/2023
Cracker Barrel
********************************************************************************************
Business Response
Date: 04/12/2023
I contacted guest and left a voice mail. A replacement gift card for the remaining balance of the card will be mailed out the week of 4.17.23. I will follow up by email to the guest.Customer Answer
Date: 04/18/2023
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,
***************************Customer Answer
Date: 04/18/2023
Compliant was handled to my total satisfaction.
******************************
Initial Complaint
Date:03/22/2023
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.
I work in a veterans nursing home in **. We take our veterans out every friday for outings. On Friday March 17, we took our veterans to the ******* Barrel in ********, ** which is about a 25 minute drive. Our boss went ahead of us to secure accomodations for our staff and veterans. There was a back room we were told we could use as we have been accomodated in the past. After we arrived and unloaded wheelchairs and residents, and after waiting 20 minutes, we were told that we were not going to be seated and had to leave. This has never happened before in my 8yrs. on outings. This is how we treat men and women who sacrificed and died for our country!! We then had to load up wheelchairs and head back to ********** to find another place to eat. Luckily we did find another place, where he we had to wait another 40 minutes to eat. We left at 11am and didn't get back till around 330 pm all because Cracker Barrel hates Veterans!!Customer Answer
Date: 03/22/2023
Cracker Barrel
2206 ********************
********, ** 26554
Business Response
Date: 03/31/2023
A member of the management team will be contacting you soon. Please allow 2-4 business days for a phone call.Customer Answer
Date: 04/04/2023
Info you requested:
Cracker Barrel
*********************************************
********, ** 26554
Customer Answer
Date: 04/05/2023
I filed this complaint on March 22, 2023 and it is now April 5th and I've yet to hear from Cracker Barrel. I would appreciate to hear from Cracker Barrel, which I have not currently.
Customer Answer
Date: 04/06/2023
Complaint: 19635307
I am rejecting this response because: I filed this complaint on March 22, 2023 and it is now April 5th and I've yet to hear from Cracker Barrel. I would appreciate to hear from Cracker Barrel, which I have not currently.
Sincerely,
*******************Customer Answer
Date: 04/10/2023
I submitted this complaint 18 days ago and have yet to receive a call from Cracker Barrel. This is the least you can do after kicking men and women who fought for your lives out of your restaurant after refusing to seat us. I did not accept response from business to contact me because I knew Cracker Barrel would not call me and the case would be closed. 18 days and no phone call that was promised by Cracker Barrel.
Business Response
Date: 04/12/2023
Contacted guest to apologize for the delayed response. I have sent this over to the appropriate department for review and requested to contact him asap. I will follow up with guest on Friday.Customer Answer
Date: 04/17/2023
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:03/22/2023
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.
I have two Cracker Barrel gift cards that were given to my mother before she passed away and never used by her. Both cards are older and apparently Cracker Barrel changed their cards so that newer cards have a pin number. These cards do not have pin numbers which makes them unusable at the store according to the cashier at the store where I tried to use them. On 2/23/2023 I contacted Cracker Barrel thru a chat session on their website. I chatted with a ***************** was informed that she would send me a digital gift card, whatever that means. I received nothing by mail, email, or phone. On 3/1/2023I went to their website again and used their "Contact Us" and sent them the above information along with copies of the back of the two gift cards. The next day I received and email (automated) that they had received my request and would contact me in 5 business days. It is now 3/21/2023 and I have heard nothing. Additionally on 3/20/2023, 3/21/2023 and 3/21/2023 I have gone back to their website and tried to initiate a chat session only to find that there is a message that states "Chat agent unavailable". My Support ticket number is ******** which contains the copy of the two cards I want replaced. I can't even go to their website to see what the value of the cards. Both cards state that they never expire.Business Response
Date: 03/22/2023
We have responded to the guest via email and will replace the card that had a remaining balance.Customer Answer
Date: 03/24/2023
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:03/22/2023
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 placed an online order 10/20/22 for multiple items-order *******. It was delivered 10/26/22. I did not open until the following week as it had been wet. Upon opening, I immediately noticed damaged ornaments and contacted them 11/7/22 and sent pictures. (they refunded). At that point I had not tried on the velvet duster. Less than a week later, I fell and shattered my shoulder. I had urgent surgery and was admitted and kept in the hospital due to multiple medical complications. I was discharged from the hospital to inpatient rehab in January. I didnt get back home until third week of February. I am still recovering and had to have my sister try on the velvet duster which had never been taken out of the bag it was in. I reached out to them 2/21/23 by chat to explain the situation and received an email response 2/27/23 that they were adhering to the 90-day return timeframe but that I could return it to a restaurant. I contacted the restaurant and they advised me they could only give me what it was priced at which was 70% off. I responded to the email on 2/27/23 requesting they forward to a manager, director, or CEO. It was not in my control to return the item within the returns timeframe because I was physically and medically disabled for months at the hospital! I would think that a human being would have understanding and compassion. I did not receive a response and so began again trying to speak with guest relations. Chat option always unavailable. I left numerous telephone messages and filled out their guest relations contact form. Ive sent more emails. I have not received any response. I have proof of my phone calls, contact form, and emails if anyone wants to see them. Its a shame as I had been a loyal patron with family and friends at their restaurant for years and we have made many purchases at their store. I am shocked at their exceptionally poor customer service! I hope they see this and do the right thing in refunding me for the velvet duster.Business Response
Date: 03/22/2023
We have refunded the guest for the item and replied by email.
Initial Complaint
Date:03/17/2023
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 been trying for over a month to get a hold of someone regarding a reimbursement gift card that never came. I spoke with ******* and was given this ref. Number. 00D4PgUb6._5008Z27vy8U:ref On March 6th I was told that I would get a gift card via email within 3 days. That never happened and I have tried multiple times to email, call, and chat but the chat is never available and no one answers emails or phone.Business Response
Date: 03/21/2023
A complimentary meal card for 2 was delayed and sent to the guest email on 3/21/2023.Customer Answer
Date: 03/22/2023
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:03/17/2023
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.
My daughter purchased a $50 Cracker Barrel digital gift card on 12/25/19 for her ******** Christmas gift. He rec'd the gift card by email from this URL: ********************************************************************************************************************* had dinner at our local Cracker Barrel (CB0345) restaurant 2/26/23 and the card was refused for not having a PIN code, and we were advised to contact guest services at CB. I contacted them via email 2/26/23 (if you don't have a PIN code there is no option to via phone to report the problem). I rec'd confirmation that they rec'd my note but rec'd no further reply. I contacted them again 3/14/23, and rec'd a reply this morning that my husband's digital gift was used, in full, in ********, **, on June 7, '22. We have not been in ******* at any time in the last several years. I don't know where the fraud occurred, whether it was within the Cracker Barrel operation or with the issuer of the digital gift card, but this is fraudulent and very disappointing, and a black eye for Cracker Barrel and digital gift cards in general.Customer Answer
Date: 03/20/2023
This complaint is not related to a specific Cracker Barrel location - it is a complaint that the digital gift card that was gifted to us was used by another person - Cracker Barrel informed me that it was spent in its entirety by someone at a restaurant in ********, **, in early June, 2022. We have been in possession of the gift card since 12/25/19 when it was issued and have not been in ********, *******. This was a fraudulent use of a gift card number or possibly someone has hacked the vendor which manages Cracker Barrel's gift card process.
A copy of the digital gift card was submitted in my original communication.
Business Response
Date: 03/27/2023
A replacement $50 gift card was emailed to the guest 3/23/2023.Customer Answer
Date: 03/27/2023
I rec'd a replacement digital gift card from the business and am satisfied with the resolution of this problem.Customer Answer
Date: 03/30/2023
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,
*************************
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