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:12/22/2022
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 October 31, 2022, I pre-ordered your Thanksgiving Meal based on your ad on your website, the deal was, if you pick up the food prior to Thanksgiving Day, you will receive a $10 Gift Card. I picked up the food from the Cracker Barrel ************************************************. Cater Order Confirmation #: ***************** I never received the $10 Gift Card from the store, the manager of the store informed me I would get an email. Never received email, I have called the Cracker Barrel customer service number at least 4 times in the last 3 weeks and have left a call back number as specified in their answering service section of "Gift Cards" on that number. No call back from Cracker Barrel as of this writing, I have message Cracker Barrel on the ******** Page, On December 1, 2022 at 11:32 a.m. EST, I received a standard robotic message from Cracker Barrel stating "We apologize for the inconvenience, *******. Can you please provide us with your contact information?" I replied to the ******** message. On the same day I received another robotic message from Cracker Barrel "Thank you for providing this additional information. We have shared it with our Guest Relations team." As of 13 December 2022, 44 days after pre-ordering your Thanksgiving meals deal, 21 days as of today since picking it up, still no $10 gift card. It's not about the Gift Card that you included in the deal anymore, it's the principal of the deal you promoted. Is there going to be a resolve or has your company become an "Empty Promise" kind of restaurant chain? I have uploaded 2 photos of proof of the order & 3 photos from your own site of the deal.Here is also the link to your own advertisement of the "Gift Card" deal. I have taken snapshot photos of the site, in case you "Delete" the promo.
Business Response
Date: 12/23/2022
We have reached out to the guest via email. The bonus card was originally sent on 11/29/2022 and sent again 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 even though I did not receive the 2nd email, I've given up on actually receiving the $10 gift card.
Sincerely,
***********************Initial Complaint
Date:12/22/2022
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.
In October 2022, I ate lunch at Cracker Barrel's location in *********, **. I attempted to use an older paper gift certificate to pay for my meal that my daughter had purchased for me on line which had a balance of $37.81. The manager said they couldn't honor it because under a new policy, it had to have a pin number as well as the bar code which it already contained. He told me I needed to contact the company through their website which I did. On 10/20, ***********************, a Guest Relations Representative responded, telling me that I would receive an email from www.giftcard.com with a replacement gift card. She said to allow up to 15 business days for the card to arrive to my email address, possibly to my spam folder. I diligently checked my inbox and spam folder every day for over a month but the card never arrived, nor has it to date. On 11/9, I contacted the company again through their website but this time did not get a response. On 11/17, I sent a letter to the ********** **************************** for help in resolving this matter, along with copies of my efforts for resolution but there has been no response. My daughter paid for this certificate in good faith as a gift for me and Cracker Barrel should be held accountable to honor the balance left on the card. They owe me $37.81.Business Response
Date: 12/23/2022
The replacement gift card was emailed on 10/31/2022. We have reached out to the guest via email and resent the card via email 12/23/2022.Customer Answer
Date: 12/30/2022
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: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 filed a complaint against Cracker Barrel in *****, ***** with Cracker Barrel on their website. Ticket Number: ******** is the number they gave us. The service was pathetic. Horrible. Food was Horrible and We requested a 100% refund. We spent $53.35 that night. Food was cold and inedible. Service was terrible. Cracker Barrel sent us an electronic Gift card for 1 free meal. After 20 years of eating at Cracker Barrel, we will never eat there again. We want a full refund. 3 meals were inedible and you send us a gift card for 1 free meal. Not acceptable. Refund the money in full.Customer Answer
Date: 12/23/2022
Cracker Barrel
1323 **************, *****, ** 75013
**************
Store number CB0714. Total amount *****. Date 11/23/2022. 6:51PM. Server 1792493.
Business Response
Date: 01/04/2023
Reached out to guest and left a voice mail. Refund was processed on 12.27.22-Following up with guest by email.Initial Complaint
Date:12/07/2022
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 returned an item to Cracker Barrel and received a gift card. The cashier scratched the number off the back of the card so that it is now unreadable and unusable. I was told to call guest relations but they have yet to return call after a week. I called twice to leave a return number. I also went online. They refused to recognize any email address I typed in box. So I held on to chat to representative. I was in queue for 25 minutes and a "disconnection issue" popped up on screen to start over. Now I have a gift card that I can't use. Cracker Barrel is deliberately refusing to make a way for patrons to contact them. Store manager told me she can't do anything yet it was their cashier that scratched number off back of card.Customer Answer
Date: 12/07/2022
Cracker Barrel
710 ******************
**********, ** 27834Date: November 23, 2022
Time: 12:15
Return Card # ******************* PIN scratched off by cashier
Business Response
Date: 12/14/2022
Reached out to guest by phone and left a message we need her gift card number for review. I am following up with her by email.Initial Complaint
Date:12/02/2022
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 11-26-2022, I purchased a family feast in the amount of ******. order # *****************. I have never eaten a meal so unworthy not only if the price but the reputation of cracker barrel. The items were not at all how the pictures or the description stated in the order app. It was no taste, wrong pie, potato casserole was mashed up potatos with NO toppings and not a single nut not to mention any flavor. The whole meal was the worst food me or my family or ******** have ever eaten or ordered out. Nothing! I mean nothing was how it was described. I called the kpt store and the manager advised me that they didn't season or flavor the food, that we were supposed to add butter, seasoning. I've eaten cracker barrel so many times, this was not the same food. He also advised me that the food was shipped in from another vendor and that it clearly was not cracker barrel brand foods. I must have missed that in the delicious description on the sale ad!!!!!!!! I am asking for full refund and will not stop here if declined this courtesy!!Customer Answer
Date: 12/02/2022
****************************************************** 37663. ************....order #-14118680693112833/ order date-11-15-2022/ amoint-164.24/pick-up *************...11-26-2022/10:00 AM ....pos ref number -3d02f902-9ce5-46ab-adac-b6c5bfa833ffBusiness Response
Date: 12/14/2022
Guest contacted and a refund was processed. Sending compensation to guest by mail.Customer Answer
Date: 12/15/2022
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:11/29/2022
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 order from Cracker Barrel in the amount of $240.09 to be picked up on November 23, 2022. I picked up what I assumed was the complete order. When I unpacked the items on Thanksgiving I realized I was shorted my items. I received smaller quantities than what was ordered for **** people. I did not receive items and I received incorrect items. Example, sweetened tea was unsweetened. Shorted sweet potatoes and mashed potatoes. Half of all quantities ordered. I notified the company via their message center, NO RESPONSE. Sent three emails, NO RESPONSE. Called several times and left messages, NO RESPONSE.Business Response
Date: 12/07/2022
Contacted guest by phone and followed up with an email to send me all of the missing items to process a refund. Sending compensation when refund has processed.Initial Complaint
Date:11/28/2022
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 ordered a Ham and a pie from their website to be picked up Thanksgiving day for my family gathering. We get there to pick it up just to be told I shouldn't have been able to order it because it was to late and that they just didn't have the meat to serve. They told me in the curb pickup they refunded me and sent me on my way. That money was all I had so I couldn't replace the ham because it takes up to 3 day for my refund to show it was processed meaning by the time my money was back on card (which it's still not) thanksgiving will be over. They ruined my Thanksgiving I had nothing but sides to serve my family. I had to thaw out hamburger meat (NOT TRADITION). They blamed me instead of taking responsibility. I am heart broken and devastated. Nothing has been resolved nor has my money been returned. I'm appalled.Business Response
Date: 12/14/2022
Reached out to guest about her refund to confirm she did receive it.Customer Answer
Date: 12/20/2022
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:11/18/2022
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.
Approximately Aug. 16, 2022, I visited the Cracker Barrel store in **********, **. When I went to pay for my purchase using the $25.00 gift card I had been given for my birthday, I was told there was a problem with the card and some of these cards were fraudulent. I tried to call the guest relations number I was given by the Manager of the store: ************ and it was not a Cracker Barrel number. I then went to the Cracker Barrel website, clicked on Guest Relations and left a comment for someone to contact me. Nobody has ever contacted me. I tried calling the main Cracker Barrel number and never received a "live" person. This is way too much work for a $25 gift card, but the reason I'm pursuing is I think Cracker Barrel has committed fraud and they are not responding because they think people will just give up. If they were truly an honorable company and wanted to do the right thing, they would notify the public that there was a problem with their gift cards and make it right. Now, here I sit, after receiving this card in April and still don't have my birthday present. This morning I Googled Cracker Barrel gift card scam and low and behold - there are lots of complaints with the BBB about this. Do something Cracker Barrel! This is ridiculous!!Customer Answer
Date: 11/21/2022
Address is:
3401 I-30
**********, ** 75402
I dont know where the gift card was purchased since it was a gift. I tried to use it at the store on 8/16/22.
Business Response
Date: 12/07/2022
Reached out to guest by phone. We are sending compensation for the delay and a replacement digital card was emailed today.Customer Answer
Date: 12/08/2022
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:11/18/2022
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.
(2) $50 Gift Cards ending in #*****&#*****. I have contacted Guest Relations about these gift cards many times. The one ending in#***** they say was completely used in *****, ** on12-16-20. I have never been to *****, ** in my entire life,and $50 is definitely the amount on it. This is the one I am really concerned about. They say the other one was used in **********, ** on6-4-21.This one I want to see history of use since I think it *** have some balance. They have sent me a gift card for $25.90--not $50. I am sure the#***** had $50 on it. I have envelope showing Cracker Barrel mailed out these (2) gift cards on1-22-19,& item number#******for (2)$50 gift cards to my address. The order#******* &Wave#******, Page 1 of 539. These gift cards don't have pin numbers. I have been e-mailing ******************************************* since August to get this resolved with no success. I would like the remaining balance on card ending #***** of $24.10 & the complete history of card ending in #***** which I believe *** have some balance on it.Business Response
Date: 12/07/2022
Contacted guest 12/7/22-A replacement card for $50 digital gift card was sent today.Customer Answer
Date: 12/14/2022
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:11/16/2022
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.
On September 8, 2022, I and some family members ate at this restaurant. Afterwards, we used the app suggested at the restaurant to pay the bill. That evening, I noticed that the charge was on my online banking twice. I waited for it to become permanent from pending then went, in person, to Cracker Barrel. I was informed the manager was too busy to speak to me. Also, it was requested that I leave the information and it would be handled, which I did. After a couple of weeks with no results, I began going by this restaurant to inquire about what was going on. I was given a different story each time. I was also given different phone numbers to call and report the situation. Nobody ever answers these numbers. After finally catching the correct manager, ***************** at the restaurant again, I was again told he would not see me because he was too busy. I notified corporate office through an online complaint, and received an email asking for specific transaction information and receipt information. I provided this information, and again have waited more than 2-3 weeks. I have again heard nothing in return. I have made another complaint through the online site, but have received no reply. I work hard for my money and this business has no right to get away with double charging people. An assistant manager told me in the restaurant that this had happened to many others and they fix them all of the time. Well, I have the proof and bank information where they double charged me and they refuse to correct this issue. This has been going on since September 8th. Very unprofessional!!!Business Response
Date: 11/22/2022
Left guest a message to follow up with me by email.
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