Business Profile

Restaurants

Cracker Barrel Old Country Store, Inc.

Complaints

Name: Cracker Barrel Old Country Store, Inc.
Address: 305 Hartman Dr, Lebanon, TN, 37087-2519, USA
Telephone: (800) 333-9566

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.

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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:03/15/2023
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 repeatedly had horrible service at the location in ************ **************. I filed a complaint over a week ago & have yet to hear back from corporate. I even tried to call & no response or call back. I want my most recent bill refunded. It was one of the worst restaurant experiences Ive had. And now corporate has made it worse for ignoring it.
Customer Answer
Date: 03/15/2023
Cracker Barrel Old Country Store
3954 ************
************ ** 29680

purchase date: March 4, 2023 around 11:30am
Business Response
Date: 03/20/2023
We responded to the guest via email on 3/16/2023 and sent a replacement meal card.
Customer Answer
Date: 03/22/2023

Complaint: 19591813

I am rejecting this response because: complimentary card was less than half of only my most recent bill. I do not accept that response.

Sincerely,

***********************
Business Response
Date: 04/20/2023
I reached out to the guest by phone. I left a message and I followed up with an email. Requesting receipt information.
Initial Complaint
Date:03/08/2023
Type:Product 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.
In Dec 2021, I received two $50.00 Cracker Barrel (CB) gift cards as a present. Cards state no expiration date. Likely purchased in ** but unknown location. As always, I verified the cards did indeed have the full amount on them and added posted notes on each one confirming this. They were never used or out of my possession. In Dec 2022, I tried to use them at our local CB and was told they both had a zero balance. The cashier advised that CB may zero out cards that have not been used for a long time. Unknown if this is true. Since phoning them is impossible, I sent an email to CB on Jan 2nd 2023, Feb 1st 2023 and Feb 18th 2023. They repeatedly asked for the card numbers which I sent them and then no response. Now the cards show as closed out. CB Ticket #: ********. Card numbers are: **** **** **** **** 407 AND **** **** **** **** 415 (I will send the *** #s and photo copies of the cards on request). I want two replacement (and valid) $50.00 gift cards sent to me.
Business Response
Date: 03/10/2023
Reached out to the guest by phone. We are sending her a gift card replacement by mail.
Initial Complaint
Date:03/03/2023
Type:Product 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.
We have 2 old gift cards that we tried to use but was told that they needed a PIN number. We called the number that we were given and left a message. We did NOT receive a response. We also sent them an email and received NO response. The cards involved are a $50.00 and a $25.00. We want them to send new cards to us. Thank you so much for your help
Business Response
Date: 03/08/2023
I left a voice mail and followed up with an email, we need both gift card numbers for review. Once we receive those we will follow up with a resolution.
Initial Complaint
Date:02/24/2023
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.
I contacted Cracker Barrel via their website on January 28, 2023 to file a complaint concerning the poor service I received at a local restaurant. A few days later I received an email apologizing for the poor experienced and was told that within a few days an electronic gift card would be sent to me. On February 8, I received the gift card (*******************; pin: *****. However, I soon discovered that the gift card is either invalid or inactive. Since then, I have made multiple attempts to contact Cracker Barrel via email and telephone to get the issue resolved. However, more than two weeks later, the issue is still unresolved and no one will call me. I am appalled with Cracker Barrel's hollowed gesture of good will in providing me a gift card that is invalid or inactive and their unwillingness to correct the issue.
Customer Answer
Date: 02/24/2023
Address of business location:
*********************************************;
*******, ** 37087
Date involved: February 8, 2023
Amount: $20
Customer Answer
Date: 03/02/2023
Here is an email I received from Cracker Barrel and my response. Cracker Barrel has not responded yet.

******************************;<***************************>
To:Cracker Barrel Email Support

Tue, Feb 28 at 10:47 AM

Hello ******,

That card number you listed in the email is not the same as the one I provided (*******************). I have never received a gift card with the number ****************. Nor do I have a pin for this gift card number. Could you please email me an electronic gift card with that number and a pin. Also, please send me a phone number where I can verify validity and balance of the gift card.

Thank you
************;

Sent from my iPhone
Hide original message

On Feb 28, 2023, at 09:29, Cracker Barrel Email Support <************************************************************> wrote:

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

Dear *******,

Thank you for contacting us.

Your card **************** balance is: $20.00

Thanks again for taking the time to contact us.

Take care,

******
Guest Relations Representative
Cracker Barrel Old Country Store, Inc.

ref:_00D4PgUb6._5008Z27vGyF:ref
Business Response
Date: 03/08/2023
I reached out by phone and left a message. I followed up with an email. The card received is a complimentary meal card/digital comp card.. The back of the card explains it is for 1 free entre from our menu. It is a one time use only. The card has not been redeemed. I am sending a replacement card since that one did not work.
Customer Answer
Date: 03/13/2023

Complaint: 19459235

I am rejecting this response because:
I did receive a phone and email. However, I still have questions concerning the gift card. I called the Cracker Barrel representative (*****) several times and emailed her asking to call me again. I gave her my alternative phone (mobile number) and told her I am home after 2:30pm most weekdays. I haven't heard back from her. The gift card has some different information then mentioned here. I want to clear up things up. Additionally, the whole matter stemmed from Cracker Barrel being unreachable, unresponsive and seemly uncaring about resolving a simple matter. By not responding to my request to call me back only reinforces what I said in the previous sentence. I request a Cracker Barrel representative call me again please and listen to my concerns and answer my questions.

Sincerely,

***********************************
Business Response
Date: 03/21/2023
We have reached out to the guest again via email We included images of the complimentary meals cards that were sent and additional explanation that promotional cards are not gift cards.
Customer Answer
Date: 03/22/2023

Complaint: 19459235

I am rejecting this response because:
I wish to speak to a representative on the telephone. It is very lazy to call someone and leave a message without a contact number to call back. Using caller ID, I tried contacting "*****" back. I left a message with my name and number and the hours I am available and requested to be called again. I also responded to *****'s email and asked her to call again, providing an alternate number and hours I am available, but still received no response from her. I have questions concerning the gift card. The local store told me that the first card number was invalid. This simple matter can be resolved if someone from cracker Barrel will take the time and effort to speak to a formerly loyal customer (me). The sole reason for even filing a BBB complaint was because I was unable to get hold of a person to answer simple questions. Cracker Barrel has continuously made this process ****** complicated. I want to speak to a person on the telephone and will keep rejecting the business' response until this happens.

Sincerely,

***********************************
Customer Answer
Date: 03/22/2023
****** from Cracker Barrel called me today. We spoke for several minutes.
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:02/22/2023
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 purchased $40 Cracker Barrel Gift card on May 15 2021. This is during the pandemic and I did not get the opportunity to use it till recently. Gift card was in my control throughout this time.However to my disappointment I was told that the card has already been redeemed by someone.This is most likely someone hacking the card information from Cracker Barrel end and using the card.This is something which I expect Cracker Barrel to protect information for any cards issued. Since they failed to do so, I was hoping they will reissue. However my attempts to Cracker Barrel customer service have been in vain.
Customer Answer
Date: 02/22/2023
I tried to use it at below location:
********, ** ***** store location and was told it has already been used.
Customer Answer
Date: 02/22/2023
Here is full address including street address.

********************************************************************************************
Business Response
Date: 03/08/2023
Reached out to the guest by phone and we are sending a digital replacement card. Guest accepted this and this will be sent with in the next 3-5 business days.
Initial Complaint
Date:02/20/2023
Type:Product 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 on online order on Jan 22. The total including tip was $42.43 but I was charged $68.66. I emailed customer support and they took weeks to reply. They claimed I added a $30.19 tip. I have the proof I did not. I replied with screen shot proof. They still have not issued a credit. At this point its not Even about the money, its their integrity.
Business Response
Date: 03/08/2023
Called guest and left a voice mail. Submitting a full refund for the total of her charges. I am following up with a voice mail to her as well.
Initial Complaint
Date:02/15/2023
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.
Re: Store #*********************************. On 12-29-22 I contacted Cracker Barrel online (ticket # ********) regarding no signage on their outdoor patio stating "No Smoking" other than one small barely visible sign on one pole. I had witnessed a verbal altercation between two guests. Their policy is "No Smoking" on their patios. Their other area restaurant has plenty of signage in that area. Whether a guest is allergic to cigarette smoke or just does not want to be exposed to it, there should be no smoking outside the entrance or in the patio dining area.I was promised a response within ***** business days. I received nothing.On 1-20-23 I again contacted them online (ticket # ********). The same day, I received an email from "***************************", Guest Relations Supervisor, ref:_00D4PgUb6._5008Z25R0YR:ref, reading "Thank you for contacting us. We enjoy hearing from our guests as we strive to be a caring home-away-from-home.We appreciate receiving your recent inquiry. Your comments have been forwarded to the appropriate department."Again, I have heard nothing back from Cracker Barrel.I wrote one more time on 2-1-23 (ticket # ********). Again, no response.So, this business lies to its guests about responding to their concerns and definitely DOES NOT STRIVE TO BE A CARING HOME-AWAY-FROM-HOME. Instead of getting some inexpensive signs and posting them outside the restaurant, just as at their other locations, the business would prefer guests to complain to the BBB and government agencies.As another example, the machine used to prepare hot chocolate and specialty coffees at this location has been broken for MONTHS. One would think that signage or a note on their menus would indicate that fact instead of guests constantly asking to order one of those unavailable items.
Business Response
Date: 02/24/2023
Followed up with guest by email. Someone will contact him within the next 3 business days.
Customer Answer
Date: 03/05/2023

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.
I was assured that the issue would be corrected regarding the outdoor patio area in the near future. We shall see. I did not appreciate having to
contact the BBB because of an obvious lack of concern by the business and the discourtesy of not responding to me since 12-29-22.
Sincerely,

*************************
Business Response
Date: 07/27/2023
We will follow up with the guest about this issue soon. More information to be noted soon.
Customer Answer
Date: 08/10/2023
I received an email from Cracker Barrel on 7-21-23 (shown below) after relaying my complaint to them again. NO ONE HAS RESPONDED TO ME AGAIN
(5 business days?) as in the past. They are an absolutely rude and unprofessional business. Instead of spending less than $10 for appropriate signage,
they would prefer to have their guests contact the **************** and/or other agencies and receive negative publicity. And they continue to LIE to their
guests! And that includes their district manager.
I have not heard back from them through your agency either.
This is NOT an A+ business.

Cracker Barrel ***** Relations <************************************************************>
To:******************

Fri, Jul 21 at 10:25 PM

Hello *************************,
Thank you for contacting Cracker Barrel ***** Services. We appreciate you taking the time to share your question or suggestion. We will review your feedback and respond within 5 business days.

We have created a Ticket for you to track the progress of your inquiry.
Ticket Number: 00696070

Please do not reply to this email for updates. This will increase your response time.

Best Regards,
***** Relations
Cracker Barrel Old Country Store
Customer Answer
Date: 08/10/2023

Complaint: 19407669

I am rejecting this response because:

Sincerely,

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

I just sent your office more information.
There has been NO response from the business addressing the issue.
Business Response
Date: 08/30/2023
The District manager contacted ************** on 8/16/2023. He spoke with him about his concerns and did let him know they are waiting on signage to be added to the area where smoking is prohibited.
Customer Answer
Date: 09/01/2023
***NO ONE*** CONTACTED ME ON 8-16-23. IF THE DISTRICT MANAGER SAID SO, HE SHOULD BE IMMEDIATELY TERMINATED. THE DISTRICT MANAGER PHONED ME ON 3-2-23, PROMISING ME THAT SIGNAGE WAS ORDERED AND THE ISSUE WAS BEING RESOLVED; SO HE LIED TO ME. THIS COMPLAINT WAS SENT TO CRACKER BARREL INITIALLY ON 12-29-22. THE BUSINESS HAS LIED TO ME SEVERAL TIMES SINCE THAT DATE ABOUT GETTING BACK TO ME. THE MOST RECENT TIME WAS 8-25-23, EMAILING ME TO EXPECT A REPLY WITHIN FIVE BUSINESS DAYS. THEY TRULY ARE PATHOLOGICAL LIARS. HOW ELSE COULD I DESCRIBE THEM? THE BUSINESS OBVIOUSLY HAS NO CONCERN ABOUT FOLLOWING ITS OWN RULES OR THE WELL-BEING OF ITS GUESTS. GENERIC "NO SMOKING" SIGNS COST 97 CENTS IN ******* BUT CRACKER BARREL WOULD PREFER BAD PUBLICITY AND THE ***** OF ******* GETTING INVOLVED. AND THE SAME GOES FOR MANAGEMENT AT THE LOCATION.
ALSO, TO ENTER THE LOCATION, GUESTS OFTEN HAVE TO NAVIGATE THROUGH A CLOUD OF SMOKE BECAUSE OF NO SIGNAGE JUST FEET ADJACENT TO THE DINING AREA. ON 3-2-23, THE DISTRICT MANAGER TOLD ME THAT HE WOULD HAVE TO CHECK WITH "LEGAL." NEWS FLASH FOR HIM: THIS IS CRACKER BARREL'S BUILDING AND IT CAN PROHIBIT ALL SMOKING WITHIN A DESIGNATED AMOUNT OF FEET FROM THE BUILDING, JUST AS OTHER BUSINESSES DO. BUT OBVIOUSLY, CRACKER BARREL HAS ABSOLUTELY NO CONCERN FOR THE WELFARE OF ITS GUESTS.

Customer Answer
Date: 09/10/2023

Complaint: 19407669

I am rejecting this response because:
This info was sent to the BBB as additional info on 9-1-23 and no one has spoken to me about this issue since 3-2-23 when the district manager lied to me via a phone call:
***NO ONE*** CONTACTED ME ON 8-16-23. IF THE DISTRICT MANAGER SAID SO, HE SHOULD BE IMMEDIATELY TERMINATED. THE DISTRICT MANAGER PHONED ME ON 3-2-23, PROMISING ME THAT SIGNAGE WAS ORDERED AND THE ISSUE WAS BEING RESOLVED; SO HE LIED TO ME. THIS COMPLAINT WAS SENT TO CRACKER BARREL INITIALLY ON 12-29-22. THE BUSINESS HAS LIED TO ME SEVERAL TIMES SINCE THAT DATE ABOUT GETTING BACK TO ME. THE MOST RECENT TIME WAS 8-25-23, EMAILING ME TO EXPECT A REPLY WITHIN FIVE BUSINESS DAYS. THEY TRULY ARE PATHOLOGICAL LIARS. HOW ELSE COULD I DESCRIBE THEM? THE BUSINESS OBVIOUSLY HAS NO CONCERN ABOUT FOLLOWING ITS OWN RULES OR THE WELL-BEING OF ITS GUESTS. GENERIC "NO SMOKING" SIGNS COST 97 CENTS IN ******* BUT CRACKER BARREL WOULD PREFER BAD PUBLICITY AND THE **************** GETTING INVOLVED. AND THE SAME GOES FOR MANAGEMENT AT THE LOCATION.
ALSO, TO ENTER THE LOCATION, GUESTS OFTEN HAVE TO NAVIGATE THROUGH A CLOUD OF SMOKE BECAUSE OF NO SIGNAGE JUST FEET ADJACENT TO THE DINING AREA. ON 3-2-23, THE DISTRICT MANAGER TOLD ME THAT HE WOULD HAVE TO CHECK WITH "LEGAL." NEWS FLASH FOR HIM: THIS IS CRACKER BARREL'S BUILDING AND IT CAN PROHIBIT ALL SMOKING WITHIN A DESIGNATED AMOUNT OF FEET FROM THE BUILDING, JUST AS OTHER BUSINESSES DO. BUT OBVIOUSLY, CRACKER BARREL HAS ABSOLUTELY NO CONCERN FOR THE WELFARE OF ITS GUESTS.

Sincerely,

*************************
Business Response
Date: 09/29/2023
The District Manager spoke with the guest in August about this issue. A sign was placed on the front porch. The have ordered new and additional signs to add around the front porch area.
Initial Complaint
Date:02/06/2023
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.
Oct 2022 I have been trying to contact the corporate office with no avail. No one will return phone calls or emails. *** tried to contact several different people at the office. They will not pay for the wood we delivered to them in October of 2022. The manager has called as well from the ************************* location.
Business Response
Date: 02/24/2023
Reached out to the guest and apologized for the delay. She confirmed she was taken care of.
Initial Complaint
Date:01/23/2023
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.
Went to cracker barrel for a to go order on 1/21/2023. The bill was $42.98. Order number was 138895.;The order was under the name *****. They did not have our to go order right. It took them forever. The manager ****** was rude and they would not give any compensation for all the problems we had. We got the food home. At this point we were so upset that it was ridiculous because the problems we experienced at the restaurant. The food was cold and the baked potatoes were still hard, uncooked and the other food wasn't very good. The carrots were mushy and nasty. I have tried getting a hold of the district manager, no luck and have also tried calling customer relations and you can't get a hold of anyone. I am beyond upset over this matter.
Customer Answer
Date: 01/23/2023
****************************************** **********. This is the Cracker Barrel address and phone number
Business Response
Date: 02/07/2023
Reached out to guest by phone. I left a voice mail. The date for her to receive a compensation card was incorrectly entered. The correction was made and it will be received today. Following up to guest by email to reach out to me if there are any more issues,
Initial Complaint
Date:01/18/2023
Type:Product 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.
My gift card can't be used because of a pin number that the employee tried to get when she called her Cracker Barrel headquarters. She couldn't reach them. I can't reach Cracker Barrel, I've been calling for days, no answer, chat on line always down. This card has no expiration date #**** **** **** **** 291 Pin#****. Can you please get ******************************************* to honor this git card. Than You, *****************
Customer Answer
Date: 01/20/2023
I tried to use my gift card, so I checked the balance first with the girl at the register. she entered pin# but it did not show up on computer, she also called and gave me this number to call ************** she didn't get an answer. This took place at Cracker Barrel, Store#CB0117, 11:30AM, Date 12/15/2022. I have been calling this company since December 2022, no body and I mean nobody answers the phone, **************. On the menu they direct you to go on line. I went on line no information available, no chat available. I don't have an address just a store number as mentioned above. *****************
Business Response
Date: 02/01/2023
I contacted the guest by phone. We are sending a replacement card to her by mail.

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Cracker Barrel Old Country Store, Inc. is BBB Accredited.