Business Profile

Restaurants

Cracker Barrel Old Country Store, Inc.

Complaints

Name: Cracker Barrel Old Country Store, Inc.
Address: 305 Hartman Dr, Lebanon, TN, 37087-2519, USA
Telephone: (800) 333-9566

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 Complaint

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:12/12/2024
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.
Catering order # ***************** 11/27/24 total cost was $213.04 Thanksgiving Feast Double Chocolate *************** Cake Curbside pickup - I got home and found I was missing the tubs of stuffing, ************* I called the ************* location and spoke to ********. In the chaos of the Holiday and all the pick *** ******** was offering no resolution and said I was out of luck. The only offer she made was to send me a coupon for a single meal. I've yet to get that coupon! At this point, my Holiday dinner was ruined and I'd like a full refund for the stress this has caused me. I reached out to the main office but have yet to hear back from anyone! Very poor customer service and the food we did get was terrible. I will never buy food from them again.
Business Response
Date: 01/10/2025
A refund was porcessed for the order on 12/13/24. Guest contacted by phone. She will check on her account and if she does not see this she will let us know.
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.
Thanksgiving Day we went to ************************************** barrel we ordered two of the thanksgiving turkey platters and one chicken fried steak 1 sweet tea,1. Mixed tea and lemonade, one coke. It was 1-2 pm. We only had about a 10 minute wait we were set in a good location and we received good service.The food was not hot barely warm One of the turkey dinners didn't have gravy The mashed potatoes on the chicken fried steak was not edible it was hard and dry We didn't get any bread until our meal was almost over. We told the waitress about the gravy she said she was going to go get some about 5 minutes later she came back to the table and said the cook told her she had to bring the turkey back and wouldn't give her a bowl of gravy. When I told her we hadn't received our bread she said oh let me get that for you and it took at least 5 more minutes to get the bread. While sitting there I noticed what appeared to be the waitresses talking to angry people. However I never saw a manager follow up with the tables. While we were eating I mentioned to my partner how small the portions were. He said with it being Thanksgiving they may be running out of food he did not say this as a joke he was serious. When I call the waitress over and commented on the food being cold the portions being small and the mashed potatoes were not edible she of course apologized and said she's been hearing this all day. She offered to take it back we were halfway through a Mill and said no that's okay. You could tell she was trying she was frustrated with the cook.We finished up and went to pay there were two cashiers both of who had complaining ********s we were third in line after the first ******** the second one had the same exact complaint about the food we waited another 5 minutes I finally got frustrated pulled out my wallet took out $63 our bill was 62 and change I took it and the bill laid it down in front of the lady and said excuse me I'm not waiting any longer here's my money
Business Response
Date: 12/26/2024
Guest chatted with us on 12/2/24 about this same complaint. We sent a digital comp card for 2 guest. I will follow up by email to confrim the issue has been resolved.
Initial Complaint
Date:12/06/2024
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 am a parent to a child who so happens to be disabled. With that comes a certain level of understanding that he will encounter people who are not accepting of him and others like him. Which is unacceptable. It does not mean that they should be treated disrespectfully or discarded like trash. I say that to say, I was informed by my sons teacher that my child was refused service because of his disability as detailed in the email screenshots attached. This incident occurred on December 3rd during a class trip to Cracker Barrel. Based on the information provided this was a blatant violation of the American Disabilities Act. I want change in that establishment as well as any others that would be so cruel to refuse service to groups based off of their own prejudices. They are human and have feelings. This incident should have never occurred nor should it be normalized.
Business Response
Date: 01/10/2025
We have forwarded this information to the to the appropriate department
Initial Complaint
Date:12/03/2024
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 took my wife and son to Cracker Barrel for Thanksgiving dinner (receipt attached). Our server was polite when he introduced himself. He brought our drinks and took the order. He said they were out of green beans and the meals would come with corn and ASKED if that was okay. My wife subbed spiced apples and I subbed mashed potatoes. Another server brought my son a refill after about half an hour. Another young man brought our meals and acted like he was inconvenienced when I said my wife asked for the apples and I ordered mashed potatoes. About ***** minutes later, the same server brings the spiced apples and they are cold. There is no gravy on the turkey and the sweet potatoes are also cold. We had to ask for biscuits and the same server nearly scoffed at me, but brought biscuits. Our original server finally came back, but not to check on us - he said, "I got that bill for you" and abruptly handed it to me. He never checked on us and we were not given the pumpkin pie until AFTER speaking with a manager and paying the full bill. I did not bring my family to dinner, on Thanksgiving of all days, to have cold, incomplete, incorrect meals. I am absolutely appalled at the way we were treated and will not be going back.
Business Response
Date: 12/26/2024
We processed a full refund today. We sent a follow up email to the guest. Please allow 7-10 business days for this to show up in your account.
Customer Answer
Date: 12/26/2024

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:12/02/2024
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 pulled up and to notify Crackle Barrel I had arrived for my scheduled 1:30 p.m. pickup. After 30 minutes with no communication via app or person, I called the store. I was told all orders where being giving at the back of the store. Waiting at the back door near the trash can, I gave my name and a gentlemen returned to notify me there was no meal by that name. Then a gentlemen with Blue overalls ask me for my confirmation. I presented my confirmation which included (The attached) totaling $41.83. By then I had waited for over 45 mins. After I got my meal, I noticed I was missing a few items, 1 ************* 1 mash potatoes and 2 sweet potato casseroles. The gentlemen said he will be back with the items, however, a gentlemen with Blue overalls jogged my way and said *** I can only give you whats on the list. I informed him I dont have what I ordered. Then, he pulled out his tablet to said this is what you order. I informed him what was on his tablet was incorrect. Being a manager at Crackle Barrel you must know how their app works. At some point, he informed me that he was running out of food and gravy and could not give me anything more that what I ordered. The reason I ordered the sides is because one of our family members is a vegetarian. Then, I ask to speak with the manager immediately he said I am the manager; with a sarcastic voice. Then, I pointed out on his tablet it showed a 2 Homestyle ***************** meals with sides totaling $58.00 dollars which was incorrect. One of the gravest customer service mistakes a manager can make is providing unhelpful solutions when customers seek support.I offered to grab the other items from inside and pay the extra cost, but he declined. Integrity is what Cracker Barrel customers expect. Crackle ********************* Code Conduct speaks that one of their most valuable assets is maintaining the trust and confidence; however, with a manager making false statements to a customer would be a violation of that code.
Customer Answer
Date: 12/03/2024
Below is the information you requested on Cracker Barrel's l address and contact information. If there is any additional information that I must provide, please do not hesitate to contact me. Thank you in advance with your assistance in this matter.
Cracker Barrel
**************************, *******, AL 35758
*************
Customer Answer
Date: 12/20/2024
Ms. *****:

After posting a negative review on trip visor and forwarding the same e-mail to Cracker Barrels quest relations department (**************************************************************************************),I finally got a response from Cracker Barrel and they refunded an amount of round $58.00 dollars for the food I purchased, which took close to a month. The only contact that received from Crackle Barrel was to request my information for a refund and to request information as to where the store was located. No other contact regarding the matter as a customer for over 20 years to me.
With the type of professionalism that was displayed, I am not satisfied with that response.
Thank you very much for your time and concern.
Initial Complaint
Date:12/02/2024
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.
I ordered the day before thanksgiving to avoid the rush. I placed an order at the ************ location which I will never return to. The portion sizes were small and looked like slop. The practice of placing an order and money being charged, but telling you when the order is done that they are out of XYZ should be illegal. I wouldnt have placed an order for certain things if sides were out. Who wants to eat meatloaf with french fries etc? Anyways after that ordeal luckily I checked and was missing an entire meal in the bag. Another 20 minute wait. Lastly I got home to realize they didnt add the syrup or turnip greens. Will never come back. Starting to think this is CB as a company as I have had a similar issue at another location before. If you cant handle the holiday rush, then let people stay homes with their families!
Customer Answer
Date: 12/14/2024
I did not receive correspondence to provide further detail for the case
Customer Answer
Date: 12/16/2024
cracker Barrel
****************************************************************** 33034
*************
Business Response
Date: 01/10/2025
Reached out to guest by phone on 12/6 and she requested the refund. A refund was processed for the order on 12/6.
Initial Complaint
Date:11/19/2024
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.
Incident Nov 17 I had a $50 gift card. When I paid for my items the cashier said that only $6 is on the card. The card she handed me back was not the card I gave her. The card she gave me back was bent and had the pin number scratched off. She did not bend the card or scratch the pin off of the card I gave her. The cashier ignored me after the transaction so I asked another employee to help me. They called over the store manager *******. She was very rude and said I could call the ********************************************* another $50 gift card. I have been trying to contact her boss to no avail. Every telephone number gets me no where. ******* said there are cameras there so the employees cannot do anything shady. I had the police come and the police said there are no cameras. Please help!
Customer Answer
Date: 12/02/2024
*******************************************************************************
Business Response
Date: 01/10/2025
We sent a $50.00 gfit card to guest on 11/21. Guest responded by email from the email sent to us.I called and *** to respond back if she needs additional assistance
Customer Answer
Date: 01/15/2025

Complaint: 22574241

I am rejecting this response because: during the appalling incident I was given 2 phone numbers for 'managers'. Those phone numbers did not connect me to any managers, they were general customer service numbers. I deserve to speak to someone regarding this. What measures were taken to ensure that this incident will not occur to another person? I also deserve an apology to say the least. Thank you

Sincerely,

******* *********
Business Response
Date: 01/23/2025
I tried to call guest and left a message. Will follow up by email
Initial Complaint
Date:11/15/2024
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.
The order the person taking the Togo order placed it on the wrong day and wrong time. They would not let us change it. We called back several times and were hung up on and told they couldnt help us and we had to call corporate. We all ready paid though and couldnt cancel either as they wouldnt let is. We didnt want anything a day later at a different time. We could never get through to anyone useful. Completely unacceptable!
Customer Answer
Date: 11/26/2024
We have not received any communication from the restaurant or chance to be refunded our money that was wasted. We are still waiting for a refund.
Business Response
Date: 11/27/2024
Reached out to the guest by phone call. Left a message we are sending a digital comp card for the experience.
Customer Answer
Date: 11/27/2024
There response was unacceptable, rude, and an insult. This was what we sent in response for the 2 dine in meal card reimbursement. They wanted to give two dine in meals for four lost meals.

This response is unsatisfactory. There were four meals ordered. Not two. There being cheap and not wanting to reimburse the person four the four Togo meals. The order name was under ****** ******. It was placed on that Thursday and your system then moved it to Friday. We tried calling several times and were hung up on or transferred over and over without any response. We will move our buisness back to *** *****.

Please reimburse us our amount for *****. The name again was ****** ******. You can try my fathers email at *********************************

Regards, ***** and ****** ******
Customer Answer
Date: 11/28/2024

Complaint: 22561056

I am rejecting this response because:

They are not replacing the full four meals that were $46.91. They gave a certificate that was for two dine in meals. This is not the Togo we had, and not replacing the fact we paid for four meals! This is an insult, I am asking again to be reimbursed for the 46.91$

Ill be taking my business else where.

Sincerely,

****** ******
Business Response
Date: 12/13/2024
A full refund was processed for the order on 12.5.24. We followed up with an email about the refund. I emailed the guest today to confrim the refund had processed.
Initial Complaint
Date:11/14/2024
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.
On Sunday, November 10, 2024 I placed an order through the app (Order #*****************) for curbside pickup. I arrived at the store in the designated parking spot and marked in the app that I had arrived. I waited 30 minutes and while store employees walked by no one brought the order. I went inside the store, spoke with the manager, and she said for some reason most of the orders do not cross over, they don't know anyone is out there, and it happens all the time.
Customer Answer
Date: 11/14/2024
1. Store location
a. Street
b. City
c. State

Cracker Barrell
*************************
********, VA 23233

Business Response
Date: 11/27/2024
Reached out to guest by phone call. Left a message. Sending digital comp card and followed up by Email
Customer Answer
Date: 11/27/2024

Complaint: 22540490

I am rejecting this response because: I never received any correspondences from Cracker Barrel by email or phone.

Sincerely,

****** Peer
Business Response
Date: 12/13/2024
A message was left to the following phone number on **************. An email was sent on 11.27.24-see below. Your compenstation card came as a separate email. Please check your spam folder if you do not see this in your inbox. I did resend the email today.
-------------- Original Message ---------------
From: Cracker Barrel Email Support [**********************************************************************************************************]
Sent: 11/27/2024 3:58 PM
To: *********************************
Subject: Cracker Barrel Old Country Store, Inc. [ ref:!00D4P0gUb6.!500U10KEZoo:ref ]
Customer Answer
Date: 12/16/2024

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,

****** Peer
Initial Complaint
Date:10/28/2024
Type:Sales and Advertising 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.
So for that rewards program it said if I spent at least 10 dollars in retail I would get a 1.99 ornament. So the whole purpose of me going there was to get the ornament. I spent ***** on my meal which I assure you I paid retail for and then I was denied the ornament. I didnt specify on the email what I was suppose to buy in retail. So I bought a meal. I have the receipt in hand and have emailed Cracker Barrel.
Business Response
Date: 11/15/2024
We are sending compensation to the guest for her experience. Emailed guest.

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Cracker Barrel Old Country Store, Inc. is BBB Accredited.