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 Find Local Branches.

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

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• 

  Cracker Barrel Old Country Store, Inc.

  305 Hartman Dr Lebanon, TN 37087-2519

  
• 

  Cracker Barrel/All Northeast FL and the Southeast Atlantic Locations

  1195 N Saint Augustine Rd Valdosta, GA 31601

• 

  Cracker Barrel/All Northeast FL and the Southeast Atlantic Locations

  Hwy 341 Brunswick, GA 31520

• 

  Cracker Barrel Old Country Store

  145 Prospect Hill Rd East Windsor, CT 06088

• 

  Cracker Barrel Old Country Store, Inc.

  1600 North 6th St West Memphis, AR 72301

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:01/17/2023

  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 purchased a physical gift card ($25) as a Christmas gift the week of 19 December 2022. The gift card was attempted to be used by the the gift recipient in the Cracker Barrel store on Christmas. The gift card was not working. All attempts to call the number on the back of the card was unsuccessful. I contacted the **** club store that I purchased the card and they indicated that I should contact the retailer of the card. I contacted Cracker Barrel via ******* on 28 December 2022 @ 8:12pm. Received a reply on 29 Dec @ 1:28pm asking for the **** my contact info and where the card was purchased. I provided the info. @ 2:11pm. CB replied @7:09pm that my info was forwarded to guest relations team. I sent another tweet on 10 Jan 2023 with CB responding that due to high volumes they were experiencing delays. This is unacceptable, I paid for a gift card almost a month ago and I still cant use it.

  Customer Answer

  Date: 01/18/2023

  Do you need the address of the **** club where I purchased the gift card?

  

  Business Response

  Date: 01/24/2023

  We will need a copy of the receipt for review since the card was never activated. ***** was emailed requesting this information 

• Initial Complaint

  Date:01/11/2023

  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.

  I have 4 old gift cards that I tried to use but was told that they needed a PIN number. I called the number that I was given. They have a recording that says they are experiencing higher than normal call volume. They told me to go to the website. I did and their virtual agent was never available. I submitted 4 separate requests for new cards. The cards involved are 6006492140034097931--$50.00 6006492140030611735--$25.00 6006496728082912765--$25.00 3086399401076000111--$25.00 I simply want them to send me new cards. Thank you so much for your help.

  

  Business Response

  Date: 01/13/2023

  I contacted this guest by phone. We are sending her a new gift card in replace of the 4 nonworking cards she has in hand. She accepted the offer. 

  Customer Answer

  Date: 01/17/2023

   
  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,
  
  *******************************

  Customer Answer

  Date: 02/13/2023

  I filed a complaint # ******** on January 11th. I was told that I would be receiving an email gift card that has not yet been received. I have looked through my spam and nothing. Please send again. Thanks

  

  Business Response

  Date: 02/16/2023

  We are showing the replacement card was sent on  1.18.2023 at 9:48 am. I will follow up by sending the guest an email from Cracker Barrel.

• Initial Complaint

  Date:01/11/2023

  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 friend emailed Cracker Barrel's Gift Card ($80 of value) for my birthday on Oct. 15, 2022, that apparently was purchased online through Amazon.com. The order and gift card details are attached to this complaint. I couldn't find any gift card number on these documents, so I called Cracker Barrel's Customer Support line at ************** with explanation of the situation, then followed with a request for re-issuing the gift card number based on the attached documents. The **************** Rep ****** me that there will be no problem in re-issuing the gift card, but until today the case is still not resolved. Thank you so much for straighten up these two companies for a better and proper business! God Bless America.

  

  Business Response

  Date: 01/13/2023

  After reviewing the attachment with the receipt, we are not *********** with the receipt. She will need to reach out to Amazon where the care was purchased. Left voice mail to guest. 

• Initial Complaint

  Date:01/11/2023

  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 have a gift card from Cracker Barrell. The gift card clearly states NO EXPIRATION DATE. i went to use the gift card at Cracker Barrell and was told that it was not working, and I needed to call the phone number on the back of the card. The phone number does not work. I then went to the Cracker Barrel website and filled out a form, I also entered the gift card number (it has no PIN number). ******************************************** doesn't answer their phone and sends an email that says they will "look into it and get back to me." They do not get back to me. This is an unused gift card with no expiration date for $25.00. If this cannot be resolved Cracker Barrel has effectively charged $25.00 for a gift card, then refused to honor it. I am willing to just get store credit from Cracker Barrel, or a replacement gift card. Please help, as they will not get back to me. .

  Customer Answer

  Date: 01/11/2023

  It was a gift I dont know where it was purchased 

  

  Business Response

  Date: 01/24/2023

  We sent a replacement card on 1.13.23. Reached out to guest by phone and left a voice mail. Following up with an email to confirm the replacement card was received. 

• Initial Complaint

  Date:01/09/2023

  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.

  On 08/28/2022, I made an online order at a Cracker Barrel Store #** in ************, **. I had a bad experience with the food and sent a complaint email to Cracker Barrel. They apologized and sent a digital comp card that is good for 2 entrees, 2 desserts, and 2 drinks. I contacted Cracker Barrel and said that it says I can only use this comp card for dine in only. The original order that caused the complaint was an online to-go order. They responded and told me it can only be used dine-in. I asked again multiple times since then. Cracker Barrel almost never returned any of my emails. Now, it expired on 12/31/2022. I asked multiple times how this can be made into a card so I can place the order online. What is very disappointing is when I try to contact someone, I get no responses the last couple of months. And when I do get a response, and I reply to that response, I never get a reply back. If my original order was placed to-go, why would they send me a dine in com card only? I do not see how this situation is fair at all. I have a little baby, and I do not feel comfortable sitting in a restaurant and eating during this time. I hope someone can help me and fix this issue and also train customer service to actually respond to their customers. Also, I live over an hour away from a Cracker Barrel. So when I go, I always order online and to-go.

  Customer Answer

  Date: 01/09/2023

  . Store location 
  Street: 200 *********. 
  City: ************
  State: ********
  2. Date/Time of purchase: August 27th or 28th, I am not 100% sure anymore. 
  3. Order number if applicable: I do not have this anymore. I did before when I sent all the information to Cracker Barrell, so they should be able to find this information. 

  

  Business Response

  Date: 01/13/2023

  I left a voice mail to the guest and will follow up by email so that we may resolve the issue with the compensation card. 

• Initial Complaint

  Date:01/03/2023

  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.

  My husband's grandfather passed away Dec 15 2022 in *********** **************. He went down there but I was not able to. So I stayed in **********. And ordered his family breakfast the day of the funeral from cracker barrel. But they did not deliver all of the order. And blamed it on door dash which was the delivery company. I had to call door dash after cracker barrel would not help me fix the problem. Door dash tried what they could and were unable to fix the issue also. I just wanted the money back from the items not delivered on my order. I called corporate for cracker barrel with no prevail. It makes me very upset because I'm 7 hrs away and they are dealing with a huge loss and I was not going to have them handle this considering they were going through a really tough loss at Christmas. I've tried every avenue to get this reimbursed since it wasn't delivered and the manager of cracker barrel admitted it was overlooked but would not reimburse me. So I'm writing you to try to make this right. Thanks

  Customer Answer

  Date: 01/05/2023

  Cracker barrel is the location

  123 *****************. 28117 

  

  Business Response

  Date: 01/13/2023

  Reached out to guest by phone and left a voicemail. A full refund was processed from the order not received. I will follow up by email. 

• Initial Complaint

  Date:12/29/2022

  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.

  Hello, I received a $25 Cracker Barrel gift card for Christmas and when I tried using it at a Cracker Barrel location in *********, the cashier said it showed $0 balance even though the *** hadn't been scratched off until then. The cashier said I would need to call the number on the back or visit the website, but when I try to check the gift card balance on the website, it tells me that it's down for maintenance and when I call the number on the back of the card, it rings once, goes to silence, and then hangs up. So please provide another way to check on this and/or activate my gift card. I can provide the gift card # and *** if you need it. Thanks!

  

  Business Response

  Date: 01/04/2023

  Contacted guest by phone left a message and will follow up by email to assist to resolve the issue. We need a activation voucher or a receipt for review. 

  Customer Answer

  Date: 01/09/2023

   
  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:12/22/2022

  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.

  On December 10th I ate at the cracker barrel in MY and presented a $25 gift card to pay. I was told the gift card was old and needed a pin number to use. They provided me with a phone number to call the corporate office. My attempts to call and email them have been unsuccessful. I just want the pin number so I can use the gift card the next time I eat there. Please help.

  

  Business Response

  Date: 12/23/2022

  We have reached out to the guest via email. A replacement gift card was issued to the guest electronically on 12/23/2022. 

  Customer Answer

  Date: 12/29/2022

   
  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:12/22/2022

  Type:Delivery 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 an online order for an item I needed for Christmas. I was initially skeptical about placing the order in the first place because I've never ordered from Cracker Barrel before, but the item was much cheaper than on Amazon. Due to my skepticism, I did some research on their website before placing the order to make sure the item would arrive before Christmas. According to their website, they process online orders the following business day. I went ahead and placed the order. Five days later, they still had not processed my order. I began attempting to contact them to cancel my order because I was quickly realizing there was no way it would arrive in time for Christmas. The icing on the cake is that I could not get in contact with anyone at the company. Their online agent chat always says it is unavailable. I call on the phone and can never get through to an actual person. It says they are busy helping other customers, so I sit on hold for 20+ minutes until it automatically disconnects. I've sent multiple emails to guest relations and get zero response. At this point I don't know what to do. Very frustrating, very unprofessional. Ignoring your customers is not the way to run a business and I'm completely in shock they are still in business, quite frankly, if this is how they do things. My next step is to try and contact my credit card company to get them to cancel the transaction I guess... Just seems like very underhanded and sketchy business practice.

  

  Business Response

  Date: 12/23/2022

  We have reached out to the guest via email. The order was placed and shipped on 12/12/2022. **** shows the package was delivered on 12/19.2022. 

• Initial Complaint

  Date:12/22/2022

  Type:Delivery 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 an order with Cracker Barrel on 11/25/22 for a reindeer Squishmallow. I received an email that it had shipped on 11/28/22. Ive never received the order. After waiting a week for my order, I first tried to contact Cracker Barrel on 12/6/22, but it is impossible to speak with someone. When you call you have to leave a message and they will supposedly call you back. So, Ive called and left several messages. No call. They also give the option to send a message if you enter your info on their website. Ive also done this several times but no response. The website has a chat with an agent feature as well but it always says that this feature is unavailable. Ive also stoped at my local Cracker Barrel Restaurant to ask for help, but of course they could not do anything. So, there is literally no way to contact this company and in the meantime my 5 year old is very disappointed since she will not receive her present .

  

  Business Response

  Date: 12/23/2022

  The shipment was lost in transit and the item is now out of stock. A full refund was issued to the guest on 12/23/2022 and the guest was contacted via email.