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 Barrell Restaurant (all locations)

  103 Price St Bremen, GA 30110

• 

  Cracker Barrel/All Northeast FL and the Southeast Atlantic Locations

  3003 Boone Ave Kingsland, GA 31558

• 

  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:03/14/2025

  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 am done with the post drive ******* location. I have never had a worse experience at any restaurant than that location. Everything single time I order I make the 20 min drive then on top of that I have to wait another 45 minutes in the store. Whenever theyre out of a side or something they dont tell me and just put something random or dont give you a replacement at all. Nearly every time somethings missing from my order. Ive been compensated before with a dine in only coupon. I literally only make online orders. Support is never willing to help they just say heres a dine in coupon that probably wont work have a good day. I asked for a refund for the meal and they claimed they cannot give a refund once the order is processed. How can you process an order by giving me what I didnt order? One of the items order was strawberry shortcake French toast. After waiting 45 minutes. Im told Im given something different because they dont have what I ordered. I was given apple French toast. What if Im allergic to *****?

  

  Business Response

  Date: 03/15/2025

  A refund was processed for this guest. We followed up by email to the guest. We sent the District Manager for the location he visited a copy of the guest ticket.

  Customer Answer

  Date: 03/15/2025

   
  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:02/24/2025

  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.

  Order was placed through Cracker Barrel online ordering system. Order never showed up. Order was picked up by Door Dash driver. After waiting over an hour for delivery I called the restaurant and they informed me the order was picked up a while ago but driver never delivered it. I was instructed to call Door dash for refund. Door dash only granted me $11 refund and informed me the remaining refund was Cracker Barrels responsibility since the money was processed to the restaurant and door dash has no control over that. I was transferred to the restaurant manager after closing time of 11 pm and he was very rude and said they are only responsible for making the food. Whatever happens outside of that is not their responsibility. So I am stuck between 2 corporations not wanting to claim any kind of responsibility for this issue. The total order was about $42 and of that I am only receiving $11 back. Very frustrating. I am not in a position to be losing $30.

  

  Business Response

  Date: 03/06/2025

  We have reached out to the guest requesting additional information to assist us in locating the order. 

• Initial Complaint

  Date:02/19/2025

  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.

  *************** is advertised for all kinds of issues yet they wont return phone calls. Insurance **** *** is committing fraud and charging for insurance policies not signed up for and Im being FORCED to keep paying for. I shouldnt have to quit my job to stop it, but no one is helping or even acknowledging me. I want my money back because I have not used any services for the policy I didnt even want.

  

  Business Response

  Date: 02/21/2025

  This information has been forwarded to the appropriate department for handling. Ticket ********

• Initial Complaint

  Date:01/28/2025

  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.

  On December 24, 2024, I purchased a $100 Cracker Barrel gift card from a third-party merchant as a Christmas gift for my 80 year old ********* later than January 21, 2025, the company closed their **************, ***** location, with no prior warning. This was the only location in the state of *****. The next closest locations are more than seventy miles away.I utilized the company's customer support ticketing system. They "helpfully" advised that their gift cards do not expire and could be used at any of their other locations. My octogenarian mother does not have the ability nor desire to travel distances of over 70 miles to use a gift card for a chain restaurant that closed less than 30 days after the card was purchased.I made follow-up replies to the Guest Relations Representative that answered my ticket. After more than 72 hours, there have been no further responses to my ********** this point, Cracker Barrel has essentially stolen $100 from me and I am, again, kindly requesting my money back. This is not a case of buyers remorse, the company no longer geographic presence in my area.

  

  Business Response

  Date: 02/05/2025

  I reached out to the guest on 1/31/2025 by email requesting a mailing address. We will send a refund check for the balance of the gift card. I will follow up by email today.

  

  Business Response

  Date: 02/05/2025

  Update--We have the guest address and we sent this request for a refund check to be sent. It will be up to 2-3 weeks for processing before this check is received. 

  Customer Answer

  Date: 02/08/2025

   
  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:01/17/2025

  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 ordered the thanksgiving meal heat and serve which I have done for the last three years but wont be ordering again. First they would not switch out the sweet potato souffl and we have told them it is awful, no one I. The family likes it. Your website said I **uld use my points and that I would get a $10 dis**unt for picking the items up on a certain day. I have called and emailed your ** several times with no success. They keep saying they will send a **mp card but that never happened plus I didnt want a **mp card I wanted the dis**unt like I was supposed to get off the price of the meal. They finally sent the $10 but that is only to spend at crackle barrel so that doesnt do many any good because I will not be going again. I cannot believe the hoops I have had to jump through to try to get some satisfaction from this. I hardly ever **mplain about anything but this is ridiculous! I should have been able to use my pegs and get the $10 off my meal but that didnt happen and now I cant get anything but a $10 **mp card that I dont want.

  

  Business Response

  Date: 01/31/2025

  We processed a refund for $20.00 from the order place for Thanksgiving. Emailed guest with update.

  Customer Answer

  Date: 01/31/2025

   
  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 think it should have been more but Ill take it. 
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/10/2025

  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 CEO Ms. ****** to no avail. I was issued a gift card for ordering a meal that came uncooked and a half gallon of tea unsweetened when I ordered sweetened. The ** was for $50, there were no stipulations initially until I wrote in that it didnt work online and then they stated I could only use it in store and use it once and broke down how I was to use it?I picked up a meal tonight in store and spent $26 and change and the balance came up zero. This is unfair as I am one person and live alone and cannot eat $50 worth of food in one sitting. I feel if Im given a gift card for poor service I shouldnt be told how I should have to spend it, thats a slap in the face. Ive been a Cracker Barrel customer for decades and have never seen this happen before. Unsatisfactory customer service.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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 noticed that on my account that my *** rewards were used on December 22nd. I live in *******, ** and placed a To-Go order. I noticed later that day that my ***s were redeemed. I contacted customer service on *****. I received a reply on 1-2-25 from customer service sending me a receipt that shows I redeemed the ******************************************** 0175. As you can see from all of my orders, they are all from *******, **. Someone has accidentally or intentionally redeemed my rewards and I'm asking for them to be restored back to my account.

  

  Business Response

  Date: 01/27/2025

  We apologize for the delayed response. We have added 238 appeasement pegs to your account so your currently have the maximum balance of 500 pegs. We will also send a complimentary meal card for 2 via email in 3-5 business days. 

  Customer Answer

  Date: 01/28/2025

   
  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:12/30/2024

  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 ordered takeout for my wife (who is homebound and disabled) on 11/21/2024. I only got it for her as Cracker Barrel is her favorite place for takeout - but I am not a fan with some changes to the menu as far as food for myself goes. I ordered her the turkey dinner, with biscuits for the side. Upon unpacking, the cranberry (sauce, relish, whatever you call it) was not included, and neither were the biscuits. She was disappointed as admiitedly the biscuis are a favorite part of the meal. I contact support the next day hoping to get some sort of credit to help the cost of getting that for her again sometime soon (cash is not great these days - the other reason I got a $2 dinner for myself elsewhere that night.) The first representative I spoke with was the least compassionate person I have ever deal with. They immediately offered a dine-in only entree coupon - which I said really would not work given the issue was for my disabled wife's meal. Thereafter they only sent the same apology text via chat two more times, said various other things, but when I finally asked if they could offer anything for togo, no response, asked for a supervisor. He wasn't able to offer anything other than when I requested a call back from someone - he said I would get a call back either from the restaurant manager, or a district manager. Over five weeks later I have yet to hear from anyone. The repetitive message along the lines of 'I'm genuinely sorry for the situation you're dealing with. I acknowledge your frustration, and this should not have taken place.' really made me mad, and the fact he ignored my concern of what good is a coupon for dine-in, to replace a meal for my wife, who admittedly would LOVE to be albe to dine in, but can't. I was irate and mentioned so towards the end of the chat. A copy of the chat is attached.Also note that the last name tied to the *** order is different for security reasons. My true last name is ***********. Thank you in advance.

  

  Business Response

  Date: 01/27/2025

  We have reached out to the guest apologizing for the delay. A $50.00 gift card will be sent via email so it can be redeemed for online curbside pick-up orders. 

  Customer Answer

  Date: 02/01/2025

   
  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:12/26/2024

  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 from the online store for merchandise. I did not teceive all items i was charged for. I have tried to contact them but they dont allow you to speak with a human and i never get an email response

  

  Business Response

  Date: 01/10/2025

  The missing items from the guest order was out of stock. We sent an email to the guest on 12/29 letting her know. Called guest and updated her about the order.

• Initial Complaint

  Date:12/12/2024

  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.

  Cracker Barrel has mishandled a few of my most recent complaints and it has cost me more than the original complaint involved. The first issue was regarding my gold card that was attempted to be redeemed at the ********** location in **, that due to mishandling of staff was not applied and forced me to pay for this supposedly compensated meal. I contacted Cracker Barrel on November 29th regarding this issue and they informed me that they would handle this issue. The overarching issue with the request was not only did I have to pay for this order, which was confirmed to be compensated, but this order also was a horrible experience. The steak was overcooked, service was slow, and the restaurant was unclean. To clarify, the agent sent me a silver card for this issue, which is obviously not equivalent to the original gold card, and then this order was also subpar leaving me paying for a meal that should have been compensated and then also having another poor experience that needs to be compensated. This is angering and Cracker Barrel needs to inform me these issues will be handled because I visit Cracker Barrel often and do not want to be barred from doing so due to these numerous issues. The agent at the store used my pegs to seemingly cover my entree during this visit, and it still did not cover the entree as advertised. The agent seemed to be confused and unaware of how to proceed and forced me to pay anyway. I would like this taken care of so we can start on a clean slate and fix these issues going forward so I do not have to take time out of my day to write these kinds of complaints.

  

  Business Response

  Date: 12/26/2024

  I reviewed the guest tickets that were sent to us. I called the guest and left a message and followed up by email asking what comp cards he is having problems with. We have sent 3 few over the last 4 months. 

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22673795
  
  I am rejecting this response because: The reason there were numerous sent over the last few months is because the Cracker Barrel stores are not processing them correctly and I have still had to pay for these supposedly comped orders. That is the entire nature of the complaint and that is what I am trying to have you all address
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/10/2025

  I reached out to the guest on 12/26 for additional information about the issue with her comp cards. I am waiting on a  response from the guest. so we can send compensation. 

  Customer Answer

  Date: 01/21/2025

  Cracker Barrel has emailed me and informed me they are working towards a solution so I was not able to confirm or deny the solution was reached so can this be reopened