Restaurants
Cracker Barrel Old Country Store, Inc.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.
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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:11/15/2022
Type:Customer Service IssuesStatus: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 a customer at the restaurant on November 11, 2022, at approximately 11:30 am - 12 pm. The waitress was very rude to begin and didn't provide her name. My guest and I observed three other tables with people seated after us receiving their food. I attempted to get the waitresses' attention and she rudely said, "hold on!" however she walked away without addressing my issue. I got up from the table and went to the opening of the kitchen to ask for a manager and a short black dark skin woman approximately 5'2 inches and about ******* pounds, black hair rushed to the entrance where I was standing. She was in my face with no respect to Covid-19 social distancing with no mask. She rudely said get out of here because you are not allowed in here. I wasn't standing in the kitchen but at the entrance with no DO NOT ENTER sign posted. Then, she told me to a get out of her store without even listening to the complaint. I only wanted to ask what the hold was up on our food. She called me all sorts of names and used profanity out loud for the entire restaurant to hear. She continuously told me to get out of her store before she calls the police. She even followed me to the front of the store section and told me not to talk to her customers and get out. Out of all of my 55 years of dining I've never been disgraced as such. Generally, I only dine at 5-star restaurants, but I decided to dine there for pancakes. I wasn't able to get the name of the manager and I tried calling the store today but the young lady on the phone stated they had approximately 6 managers. The lady on the phone said she wasn't there yesterday but there's a manager name Ms. ***** that fits the description. I would definitely recognize her face but couldn't get a name. The manager was very rude and unprofessional. I didn't get a chance to have my meal which I needed because I'm an insulin dependent diabetic. This person needs to be fired. She didn't display an ounce of customer service.Customer Answer
Date: 11/16/2022
The address is: ********************************************************************Business Response
Date: 12/07/2022
This complaint was sent over to the appropriate department to handle this case.Initial Complaint
Date:11/15/2022
Type:Customer Service IssuesStatus: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 11/10/22 at approximately 2:05 pm my wife and I entered Cracker Barrel in ***********, **. We are both nearly 80 years old and severely handicapped with great difficulty walking. We both need assistance from "walkers" to get around. We struggled to get through the heavy doors bracing them open with our bodies to hold them open for each other dragging our "walkers" along. This is dangerous. After waiting for a spell to get seated we waited for nearly 15 minutes as 3 waiters passed within 3 feet of our table ignoring us. Finally, I struggled to find someone and asked for the manager. After well over 5 minutes of waiting a man who looked like he was still in high school came, apologized, and said that we were not put into the computer. He gave us a card for a free piece of pie, which turned out to be dry and tasteless. The 2 waitresses that served us we very good. The food was good. What was supposed to be our one nice day out was a frustrating and disappointing one because of the bad starts and the cavalier attitude of the manager. Our previous visits to these establishments have been reasonably rewarding and satisfying. The heavy manual doors should be replaced by automatic doors. The majority of people who visit these establishments are senior citizens, many with physical difficulties. Our ruined day should be compensated also.Customer Answer
Date: 11/15/2022
CRACKER BARREL
4210 *******************************
*********** ** 41076
TOWN BETWEEN **************** ** AND ********** **.. HAS A LAKE BEHIND IT AND A WALK AROUND PATH. ***************************** ROUTE 27 RUNS IN ***** OF IT. SOME HOCKEY OR SOCCOR PLAYERS NAME IS ON THE SIDE STREET. IT USED TO BE A BUCKSKIN *** STEAK HOUSE BACK BEFORE THE WAR. IT HAS CHAIRS ON THE ***** PORCH.
Business Response
Date: 12/07/2022
Tried to call guest. Left a voice mail we are sending compensation by mail for the issues he had at the store.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:11/09/2022
Type:Product IssuesStatus: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 tried to call in an order several times at the ************, ** cracker barrel restaurant & was told to come in & order, so when I came in the cashier said I had to wait 10 minutes before I could order, which made no sense. Then when I finally ordered the maple bacon grilled chicken with 2 sides of hashbrown casserole, they said they are out of hashbrown casserole. Then when my to go order came; she said I couldn't check my order to see if it's correct or not, until I got in line & paid for the order, which didn't make sense, since I purchase this entree from cracker barrel every 2 weeks for over 2 years now & never had such a *********************** After spending over an hour now to order & get the ********** extremely disappointed (especially because the restaurant was very slow & had very few customers to attend to).Resolution: A refund of $12.73 or a replacement meal for this same entree at any cracker barrel location.Customer Answer
Date: 11/10/2022
Cracker Barrel at ************************ phone: ************
date: 10/31/22
time: 5:30 pm
paid: $12.73 ***** statement receipt attached to original complaint)Business Response
Date: 12/07/2022
Reached out to guest with apology letter. We are sending her a digital compensation card for 2 meals.Customer Answer
Date: 12/13/2022
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:10/27/2022
Type:Product IssuesStatus: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.
We ordered food for delivery from Cracker Barrel's website. I didn't realize the order would then go to Door Dash for the actual delivery, but apparently that's how it works. The Door Dash driver showed up with the food and handed me a bag with someone else's name on it. Luckily, I caught it before he drove away. He then proceeded to hand me another bag of food that, again, was not what we ordered and had a different customer's name on it.When I told him that bag was also incorrect, he said those were the only 2 bags he had for delivery and that Cracker Barrel had handed him that bag when he went to pick up my food.I then proceeded to call the local Cracker Barrel where the order came from. The manager was very rude and told me that it was Door ****'s fault because their drivers had picked up the wrong orders and that I'd have to call Door Dash.I then proceeded to call Door Dash as instructed. The lady was very nice and admitted that the mistake was on the Door Dash drivers. She then told me that my refund would have to come from Cracker Barrel because I paid them directly through their website for the food.She stated she issued a refund to Cracker Barrel for the price of my order and gave me a reference #. She said Cracker Barrel would call me within 24 hours to arrange for me to get a refund of my $40 in food I never got. It's now been 3 days and I have not been contacted, and no sign of the refund I was promised. I understand the error was Door ****'s and I don't dispute that, but if Door Dash paid them for my order, I should get my refund from Cracker Barrel. I'm the customer and it definitely wasn't MY fault that the orders got mixed up.Business Response
Date: 10/28/2022
Guest was contacted by phone. I need additional information for review. Followed up by email as well.
*************************
Customer Answer
Date: 11/03/2022
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.They refunded me the $40.00 for the food I didn't get and also provided me with a gift card for my trouble.
Sincerely,
*************************Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus: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.
This company has been promising me for 6 months to replace an old gift card yet I have received nothing. They don't answer your calls, emails or contacts from the website.Business Response
Date: 10/27/2022
I left a voice mail asking for her gift card number. I also followed up by email to send me her gift card number for further assistance.
*************************
Customer Answer
Date: 10/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution MAY turn out to be satisfactory to me. Please note that Cracker Barrel customer service has been promising me a new gift card since May 2022. I have emailed, called and sent messages through their website without prompt responses. Any response I have had so far has been a lie as what is promised to me, a new gift card, has not been delivered. I reserve judgement as to if ***** will actually follow through and send the gift card replacement.
Sincerely,
*********************Initial Complaint
Date:10/25/2022
Type:Product IssuesStatus: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 a $50 Cracker Barrel gift card through Discover and when I went to use this card, they said I had a zero balance. I have called the number on the back of the card several times and left messages for a call-back as per their directions and have never heard from them. I then reached out to their customer service department, again leaving messages several times and never hearing from them.Their customer service is totally disgusting, but I just want my money back or a new gift card issued.If they have record that card was actually used, I would like to know when and by whom.Business Response
Date: 10/26/2022
I called guest and left a voice mail. We need the full gift card number for review. I also followed up by email.Customer Answer
Date: 10/27/2022
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:10/24/2022
Type:Product IssuesStatus: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 had purchased a gift card from Cracker Barrel for $75, when I attempted to use it was declined at the register. I paid for the purchase at the time because of the line waiting. I have attempted to contact them but no reps are avail and no way of leaving a request for a call back saying system issues. The chat the mention online is not avail either and the email response I get says 5-7 business days to contact back. The automated system says the card has a balance of zero, however without more info that I am unable to reach a person regarding I do not know if the card was compromised or any other info regarding why it has been declined and how I go about getting a replacement.Business Response
Date: 10/28/2022
Contacted guest by phone. Left a voice mail I need the full gift card number for review. Also followed up with an email.
***********************;
Customer Answer
Date: 11/04/2022
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:10/17/2022
Type:Customer Service IssuesStatus: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.
Date of Transaction: 17oct2022 Total: $26.17 Dispute $13.17 (Or just the tip $3.41)...Good food with no problem...Did not receive complete order today and in the past E.g., 12 & 13dec2021 They did not want to refund my tip or $13.17 Order: ********* and others in the past...We have curbside pickup 3 to 4 days per week... This has happened 20 to 30 times... We get home any food is missing... I have tried to call corporate and they do not answer their phone nor return the calls... All they want to do is put me on their book to get food and they do not answer their phone for me to use it... I am handicapped and can only walk 20 feet at one time. My immune system is bad and I am not allowed to be around people. I can not go into the store due to no immune system... This is why I use curbside pickup... I would like a refund or gift card for the food that I did not eat or receive... Or the tip refunded!!!Business Response
Date: 10/20/2022
Guest was refunded by the ******, ** store GM on 10/18/2022 in the amount of $26.17 and should reflect on the guest's account within 3 business days of the date the refund was issued. We have also emailed the guest an apology letter.Initial Complaint
Date:10/15/2022
Type:Customer Service IssuesStatus: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 10/10/22 I attempted to pay for a meal at Cracker Barrel, ***********, ** with the attached $50 "digital gift card." After three failed attempts the cashier reported that it could not be used and instructed me to call Cracker Barrel customer service. This was a waste of time. All that happens is a recording instructs the caller to push a number to "save your place in queue" and await a call back. This is a joke, as no one calls back. Because the Cracker Barrel cashier informs me that the $50 "digital gift card" cannot be used I seek a $50 replacement gift card.Business Response
Date: 10/20/2022
We sent the guest an apology email and asked her to email us the gift card # and we will check the history of the card and provide assistance with the gift card.Customer Answer
Date: 10/25/2022
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:10/12/2022
Type:Product IssuesStatus: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.
Please see attachedBusiness Response
Date: 11/22/2022
I reached out to the guest by phone 11/22/2022-He is sending me an email and we will follow up tomorrow to resolve this issue.
Cracker Barrel Old Country Store, Inc. is BBB Accredited.
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