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 Barrell Restaurant (all locations)

  Riverston Parkway Kennesaw, GA 30144

• 

  Cracker Barrel Old Country Store

  30 Research Dr Milford, CT 06460

• 

  Cracker Barrel Old Country Store, Inc.

  30 Main St Tariffville, CT 06081

• 

  Cracker Barrel Old Country Store, Inc.

  220 Leon Smith Pkwy Oxford, AL 36203-3443

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:10/10/2022

  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.

  We visited the *********, ** location on 09/13/2022. We had the worst experience with food and service. All we wanted to do was leave and not eat the food. They said we had to pay half the bill. 09/26/2022 we contacted guest relations through the chat feature on the cracker barrel website. The agent said we would receive a refund of the amount we paid. The receipt was emailed to the agent.09/29/2022 we contacted guest relations again through chat feature since we still had not received the refund. I was assured the refund was processed and it normally takes 3-5 business days. The agent notified me she was the same one from previous chat.Then on 10/03/2022 I tried another way to contact guest relations on website which sent an email because we still have not received the refund. We got a support ticket #.We have also tried calling the phone number multiple times different days and left messages.As of today 10/06/2022 we have not received the refund or a reply to our email or phone messages. We just want to get our refund so we no long have to have any business dealings with this company.i am including the copy of receipt and last chat screenshots showing we were supposed to be issued refund.

  

  Business Response

  Date: 12/02/2022

  I talked with this guest today to confirm the refund. He stated he did receive the refund to his bank account. 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18291667
  
  I am rejecting this response because: of the lack of communication on there end and the non remorse of there actions to a guess at their restaurant with no real apology of the situation.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/03/2022

  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.

  My husband were in on 10/02/2022 and attempted to use two $10 gift cards towards payment. We were told that the gift cards were older & did not have a PIN so therefore couldn't be used. We were told to call the number on the ************ will send new cards with PIN numbers. However, when you call no one answers the phone. It really shouldn't be the customers problem if Cracker Barrel decided to add PIN numbers to their newer cards. There should still be a way for the cashier to redeem the older gift cards without having to call for new ones and how is that going to benefit me on the day I'm already there spending money? Cracker Barrel sold the gift cards, they were already paid for & now refuses to honor them. That sounds like fraud to me. I would like a refund of $20 applied to the credit card I payed with. I mean not only was this gift card experience frustrating, but our meal was not good at all either. My husband ordered a steak medium-well & it came out rare- twice. The biscuits were underbaked & doughy & the gravy was tasteless and *****. Overall this was one of the worst dining out experiences we've had in a long time. In this day and age with a lot of people tight on money, if people choose your establishment to eat and spend their money, you should be making sure they have a great experience.

  

  Business Response

  Date: 10/11/2022

  Contacted guest by phone. Refund was processed and confirmation of refund was emailed to her.

• Initial Complaint

  Date:09/30/2022

  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.

  On 9/1/2022, we visited the **********, ** Cracker Barrel, which we have done for many years, even though we have to drive 1 1/2 hrs to just get there. This is the 1st time ever that I have had to file a complaint with any business. CB0085. Date:9/1/2022. Time:06:06 pm. Barcode # ***********. We were using 2-$25 gift cards. The gentleman that checked us out (for some reason) credited us $12.23 on the first one. Then when he scratched the back, he scratched half of the gift card # off, so he said he couldn't use it. Even though the fron of both cards state $25. He told us to call the number on the back of the card which I have done every few days. All I receive is a recording to leave my name and number that someone will get back with us. As of today 9/29/2022, we have NEVER received any type of call. Now, for the other complaints. I returned 2 toy items for $3.99 each. He took the items, and on the way home after going over the receipt, I noticed he did not even credit us for the items. In other words, he took the items, laid them down then forgot about them. As I stated, we have visited this particular CB for years, and NEVER had a problem. They were VERY short staffed and maybe the guy didn't have enough training. As far as our food, I ordered the Hamburger steak and had to send it back. It was too tough to even cut with the knife. I told the waitress and she apologized, she said she would be back with the manager. NO ONE came to talk with me. We ordered 1 side of Pintos and 1 side of Broccoli Cheese, she brought out 2 ********'s that were cold. No Pintos..but my husband would not let me tell her. (It was his order) 2nd Broccoli was not eaten. I have my receipts, and of course the gift card, which I will be glad to copy and send. I realize things in the food industry are not good now...but to not have a working number for people to call and talk with someone is ridiculous . Especially a Company of this magnitude. We would like our 2--$25 gift cards owed to us.

  Customer Answer

  Date: 10/03/2022

  ***Document Attached***
  
  See Attachment/File: cracker

  

  Business Response

  Date: 10/11/2022

  Reached out to by phone. Voice mail left that I will follow up with her by email to set up a time convenient for her to speak with me.

  Customer Answer

  Date: 10/11/2022

  As of today, 10/11/2022, I have not received a reply from Cracker Barrel.

• Initial Complaint

  Date:09/14/2022

  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.

  I have a $25.00 Gift Card from Cracker Barrel that the pin number was scratched off by the person taking my money at the Cracker Barrel which was scratched to hard and she could not read the number. So she tried to call the number on the card which want tell you the balance unless you have the pin number and it was after working hours so I told her I would call Cracker Barrel the next day to get the pin number. I looked up the number on the web site and have called and left messages because the first thing it says is their having a lot of calls and if you leave a number and name someone will call you. I have left my name and phone number and even held on for thirty minutes and no one answers the phone. I am sure that I am not the only one in America that the pin number was scratched to much and could not be read. These cards are sold every were and for a place of business to never answer the phone and return a left message is not customer service and they should not be able to continue to sell the cards if you can't get anyone to answer phone at a place of business. Some one at BBB should call this number that is on their web site ************** and see for themselves. I called the number that you have listed on this web site and someone answered the phone so I asked how I could get the pin number and she said you had to call the **************. I told her no one would answer that number.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 6, 2022/09/16) */
  Contacted guest and emailed a gift card replacement.
  
  
  Consumer Response /* (2000, 8, 2022/09/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I had a phone call from cracker Barrel yesterday and yes they have emailed me the $25.00 dollar gift card. It I such a shame for a company to not answer the phone or reply to messages left on their phones that you have to report it to the Better Business Bureau. This company is very poorly operated with no customer services.
  My thanks to the BBB.
  ***********

• Initial Complaint

  Date:09/02/2022

  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 was looking online tonight to see if anyone had complained about this happening. I still feel as though I was ripped off by Cracker Barrel. I saw where there were complaints about this and thought I would file one as well.I was given a gift card as a Christmas gift in 2018. I did not have a chance to use on my visits to my mother. I live in North *******. I took my mom to lunch expecting to use my card for her birthday in May of 2019. How embarrassed I was, my mom had to pay for her own birthday lunch. I never ever considered that the card would have a 0 balance because I never used. It was still in the cardboard hanger with glue on the card which I had to remove to use. I didn't bring any extra money or a purse, just a card. I called Cracker Barrel as soon as I arrived back at my mothers and was offered a free meal. I sent a few emails because I felt I should be sent another card. There was no response with the first so sent another and they asked me to call. The gal that answered, I wasn't yelling or upset, very professional. She said, don't get upset or yell at me...we will offer you a dinner. Obviously, other patrons had been calling and were very upset. I said "I'm not the only person this has happened to am I"? She said no you are not. I am very upset that my brother spent his hard earned money to purchase a card that he expected me to be able to use. How would you feel if you purchased your sister a card and she went to use it...they said at the store that the card had never been activated! I called and they said it paid for a dinner for four in *****, ** where I have never been to a Cracker Barrel and used again in March of this year in ************** which I've never been to. I was working the whole month of March. I think this is very poor of Cracker Barrel to continue to offer gift cards knowing this is happening. Look at all the complaints here and there's nothing being done about this. How did someone use the numbers I have?

  

  Business Response

  Date: 09/27/2022

  Contacted guest by phone. She will be sending me her full gift card number from a follow up email I sent to her after our conversation today.

• Initial Complaint

  Date:08/15/2022

  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.

  Have a gift card that does not expire. After multiple attempts to contact customer service nobody answers or responds. Not honoring gift cards is theft!
  

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Contacted guest and left a message we will need the full gift card number to review the history. I also followed up and sent an email.

• Initial Complaint

  Date:08/01/2022

  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 a gift card that I was unable to use at the restaurant because it didn't have a PIN - Was told they never expire but I would have to contact the number on the back of the card Per the Henrietta, NY Cracker Barrell's cashier - I have been disconnected over 15 times when I tried to enter the number and/or tried to get someone on the phone. So today I've called the ************ Customer service line -
  First time I was on hold for over 56min at 12:20 - so I decided "to hold yourself in the que press one and receive a call back from the next available representative please press 1 or you may remain on the line for the next available agent" ( I know this because I have heard this message approx every 20 seconds for almost 2 hours now) So at 12:20 I pressed "1", well its now 4:37pm same day - no call back as of yet.
  As I type this to you I have called again and am again on hold now again for over 34 minutes thus far. And the message now repeats on a loop.
  
  I have been unable to get any live agent to help me get my Gift Card issue resolved. I would really appreciate some sort of response and resolution to get my gift card money available to use.
  

  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Guest Relations has emmailed the guest for more information on the gift card they have.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Supplied Cracker Barrel with the card number they requested. Until I hear back from them with my gift card amount given to me in a form of payment that works I will close this case. Until then they haven't done anything just yet other than reach out. Which I'm thankful for. But I am waiting on closure
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  Guest Relations has emailed guest a Cracker Barrel gift card replacement.

• Initial Complaint

  Date:07/24/2022

  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 had ordered food for delivery on 07/24/2022, at 10:30am from ******************
  Charlotte, NC 28208 United States.
  The order was totaling $65.06.
  My order never arrived and i tried calling the store but they did not answer and ******** wouldn't give me a refund, they told me to contact Cracker Barrel directly.
  All i want is a refund for my missing order
  

  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Cracker Barrel reached out to********** who confirmed the order was delivered. This BBB complaint is the second BBB complaint from this guest stating food was not delivered and Cracker Barrel issued a refund. We emailed a letter advising the guest, although********** declined to refund, Cracker Barrel has issued a refund for $65.04 but will not issue further refunds.

• Initial Complaint

  Date:07/20/2022

  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.

  I was given a CB gift card for my birthday that included the activation receipt. I recently tried to use the card at the local LaVale store (#731), only to find that it was closed. I have tried to correct the situation by contacting the corporate office, but to only be put on hold for over an hour on two different occasions. When I submit the card to determine its value on the automated system, it tells me that the card is closed.
  

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 8, 2022/08/04) */
  Guest Relations has emailed the guest for more information about the gift card they have.
  
  
  Consumer Response /* (2000, 10, 2022/08/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accepted the response....They have assured me that they will issue a new gift card to be received in the next 2 weeks.