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:10/28/2024
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 attempted to use a Cracker Barrel gift card at the Rocklin store on Sept. 3, 2023, but the cashier scratched the PIN number completely off the card so it was unreadable. The manager on duty was called to the front. She said she was unable to do anything about it at the time, told me that it was an ongoing problem with Cracker Barrel and she wished they would get it fixed. She assured me that if I left the card with her she would contact corporate on the next business day (it was a holiday weekend). She never called me back, nobody has ever attempted to make this right. I have called so many times over the last year Ive lost count. Each time I call I have spoken to someone new, and each time they say they cant help but they will have the manager on duty contact me. They have made ZERO effort. This is so frustrating. What a racket! Sell gift cards, then render them unusable and do nothing about it. The only reason Ive waited this long is because after calling so many times, I finally wrote a letter to Cracker Barrel Corporate in August, figuring a years worth of phone calls was enough. I gave them a chance to make it right. What a surprise, they make no effort to keep a good customer either. Ive always loved their gift shop, but that love seems misplaced. They dont care about their customers in the slightest. So disappointing. I would be happy to elaborate on this story, as there are a lot of details Ive had to leave out due to the word restriction.Customer Answer
Date: 10/29/2024
The incident happened at the ************************************************************************************************************************** on Labor Day weekend of 2023. The manager I spoke to originally was ******* ******. I hope this was all the additional information you needed, Im unable to view the request anymore. Please feel free to reach out for anything further. ************
Business Response
Date: 11/27/2024
Reached out to the guest by phone call. We are sending her a digital gift card replacement.Customer Answer
Date: 12/08/2024
Cracker Barrel did reach out to me last week and they have made the situation right. Thank you very much for your assistance in this matter! Merry Christmas.Initial Complaint
Date:10/25/2024
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 went to the Cracker Barrel in *********, ** I always go there for the grill Catfish Dinner sometimes I stay some times I get take-out. Sunday I walked in placed and order I waited 1 hr. and a half which is fine a manager took my order I believe his name is ****** or close to it. I ordered the grill catfish 3 sides for $17.49 and the 2 pc catfish with two sides for $15.99 I was charged for 5 sides as you can see he took the order never did he say those sides don't come with he order is was crowded and sure he was ******* to get people out its his job after waiting an hour and a half i just paid the check and left, he is price gouging. I called the next morning and he said I ordered premium he took no responsibility for the way the order was placed why would i spend that much money at Cracker Barrel, he made the mistake, I eat in and order the same thing he says the staff must be making the mistake...well who fault is that? I would like my $10.85 back why would I pay $17.49 for two small pieces of catfish and $15.49 for two pieces of catfish. It's on the menu as priced if his waitresses are getting it wrong ...train them better. I would like my overage money back in the future I will check before I leave.Customer Answer
Date: 11/05/2024
I have not heard anything from Cracker Barrel, this is the same way the manager was, he did not care I will still wait for a response.Business Response
Date: 11/07/2024
A refund was procssed a refund for you for the overcharge. We are sending compenstiaon. An email was sent to the guest from Guest Relations with an update.Initial Complaint
Date:10/25/2024
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.
My family and I visited Cracker Barrel this morning at 10:50 a.m. (two women and two children). We didnt mind the 50-minute wait, but once we were seated at 11:30 a.m., our waitress was initially attentive. However, after an hour with no service, I went to find a manager. *****, the manager, came quickly despite assisting another upset customer. I explained that our waitress hadnt returned for water refills or to check on us, and we hadnt received any information on why we were waiting so long. ***** explained that they only had two inexperienced grill cooks, causing delays. About 10 minutes later, our waitress brought the food, but my daughter only received grits and eggs; her toast was missing. I suggested she take the food back and bring everything at once, which led to her developing an attitudeand, admittedly, I did too. I requested more coffee, and when my cup hit the table harder than expected, the waitress responded with, Whats your problem? (expletive) and walked away. ***** returned, and after we shared our experience, he stated there are two sides to every story and asked us to leave. I questioned if he was truly asking us to leave with hungry children, and he confirmed with a firm Yes. Despite this, we remained at the table because our children were hungry and began eating our food as well. When ***** returned, he asked why we hadnt left and said he would take care of the bill, would not be sending the waitress back to our table.The cashier acknowledged and we left. ****** behavior was a poor representation of the Cracker Barrel brand, and his leadership was disappointing. ***** also said I should not be complaining in front of my daughter. I asked why do he think he can tell me how to raise my daughterwe are being mistreated and I should just remain quiet, he said YES!. Staff behavior often reflects what is tolerated by management.Customer Answer
Date: 10/25/2024
In order for BBB to continue to assist in reaching a resolution regarding your complaint please provide:
1. Store location **********************************************************************
a. Street
b. City
c. StateBusiness Response
Date: 11/15/2024
We received an email about this complaint. We sent a digital comp card and email. We will forward the comments to the management teamCustomer Answer
Date: 12/03/2024
Accepted and thank youInitial Complaint
Date:10/23/2024
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.
Be advised I have two comp cards I attempted to use at the ***********, west va location. As you can see by the comp card numbers they are active comp cards but the *********** location could not get them to work. They said they scanned them and neither one would work. The managers name was ****** and he was very rude and did not even try to get them to go through. I have had this issue before at the *********** location with comp cards not being able to go through. I dont think they know what there doing at the store. As you can see by the comp card numbers they are active comp cards. I am not trying to continue to go through this issue at this location anymore so I respectly ask you to mail me physical gift cards so they will go through for now on because this store does not know what there doing. Please email me back for my address so you can mail me physical gift cards and not these comp cards since the *********** location does not know how to get them to go through. Here are the comp card numbers. ******************* *******************Customer Answer
Date: 10/24/2024
1. Store location- ********************************************;
Street - ********************************************;
City- ***********
State- *******Business Response
Date: 11/02/2024
We mailed out a gift card on 10/30/2024. The gift card was mailed from **. I emailed the guest to confirm the card was receivedInitial Complaint
Date:10/22/2024
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.
Below is a copy of the emails I have sent to the on-line Cracker Barrel customer complaint office. It has been way more than 5 business days. The card had a balance of $50 on it. I went to pay the bill and was told that the card was empty. How could it be? It had never been out of the package. It was dated 2018, so perhaps the company shuts down cards that old. I called ************ and the recording only allowed for me to enter the number and tell me that it had a 0 balance. I called ************ with the same response. It was impossible to speak to a person. What kind of customer service is that?The card number is 3086 3999 4712 4276 921 Pin **** With all those tracking numbers on a card, it seems like someone should be able to tell me what happened to the balance. Now I am not even sure anyone answers emails, or do they just sit in the inbox. I look forward to someone contacting me before I contact the Better Business Bureau. Hoping to hear from you sooner than ***************************** on behalf of; Cracker Barrel Email Support <**********************************************************************************************************>Dear ******,Thank you for contacting us. We enjoy hearing from our guests as we strive to be a caring home-away-from-home.We appreciate receiving your recent feedback. A replacement card for ***** was send 08/09/24. Please be sure to check your spam. Thanks again for your comments.Sincerely,******* Guest Relations Representative Cracker Barrel Old Country Store, Inc.I checked my spam. No replacement card was ever sent. How odd they would suggest that I should check spam. It is also unusual that the dates on emails don't line up. They replied in another email that a ticket number had been created after they said they sent a gift card. I hope that the Better Business Bureau will help resolve this issue.Business Response
Date: 11/02/2024
Reached out to guest by phone. A replacment card was sent to her today. She confirmed it was received.Initial Complaint
Date:10/18/2024
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.
Date of transaction was 10/05/24. Time receipt was printed was 5:42 PM. Receipt #OT-00000549869. I paid via QR code at the table with my phone which apparently makes it impossible to add your points to your account. The guest relations at the store told me the only way to resolve it was to email guest relations online. Unfortunately, they will not allow me to submit my claim because their system says my receipt number is "not valid." I tried removing the dash, even the first two characters, nothing works and it will not allow you to contact them any other way. I called ************ to try and speak with someone there, but it is completely automated and gives you no option to speak with anyone, nor to leave a message requesting a call back.Business Response
Date: 10/18/2024
Called guest and left a message. I followed up with an email requesting more information from his receipt for review.Initial Complaint
Date:10/07/2024
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 through cracker barrels website that was delivered by ********. I called cracker barrel and was told that since it was delivered by doordash I had to contact them with issues because it was processed through doordash regardless of whether the order was placed on their site or not. I ask filing a complaint against them as well as I don't know who is responsible. ******** customer support put me on hold and then hung up on me. I then tried their chat support where 2 agents ended the chat abruptly saying they couldn't help me and didn't wait on any response. So both companies are failing to take responsibility and that leaves me not getting what I paid for with no resolution. My order was missing 4 items. An apple juice, a coke, and 2 of the weasel ***** from the store side of cracker barrel. That's about $25 worth of stuff missing from my order and I prepaid am $8 tip which never would've happened if I knew this was going to be the result as well. Probably not the drivers fault but the fact is, I never received what I paid for.Customer Answer
Date: 10/07/2024
This is the wrong cracker barrel. It's the one on Waycross, ga. I'm not sure if this is the corporate one or something listed but I couldn't find Waycross listed and i thought I had clicked the one for brunswick ga that said all northeast ******* and *************Business Response
Date: 10/08/2024
We have reached out to the guest by email and will send digital compensation.Initial Complaint
Date:10/03/2024
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 $500 Cracker Barrel Gift Card from Cracker Barrel over two weeks ago, with an ETA of three days from days of purchase which was September 16, 2024. They do not return phone calls, nor emails, leaving me without a gift card and out $500.Business Response
Date: 10/04/2024
We are in the process at this time of resolving the guest issue.Customer Answer
Date: 10/07/2024
While Cracker Barrel may say they are working to resolve this issue, it will likely take longer than the ten day limit mentioned in your procedure(s) to get a valid response. They promised me money last week and I have not seen it. Further, due to their inability to respond to any type of messaging from me using the options available on their website, I doubt they will act accordingly and assist in returning my money. If they do, I am sure they will not return all of my $507.95. Their lack of response to my initial requests for an update is what led to this. In summary, no I have not seen my funds returned to my card, nor have I seen the gift card I ordered...so "No" the problem is not yet resolved.Customer Answer
Date: 10/17/2024
While Cracker Barrel may say they are working to resolve this issue, it will likely take longer than the ten day limit mentioned in your procedure(s) to get a valid response. They promised me money last week and I have not seen it. Further, due to their inability to respond to any type of messaging from me using the options available on their website, I doubt they will act accordingly and assist in returning my money. If they do, I am sure they will not return all of my $507.95. Their lack of response to my initial requests for an update is what led to this. In summary, no I have not seen my funds returned to my card, nor have I seen the gift card I ordered...so "No" the problem is not yet resolved.Business Response
Date: 10/18/2024
We resolved this issue on 10/10-guest mentioned the refund her requesed has posted to his account.Customer Answer
Date: 10/25/2024
Better Business Bureau:
It is too bad it took dozens of phone calls, emails and chats/messaging over the course of three weeks to resolve this. This is literally the worst retail experience I have ever been put through. Eff Cracker Barrel.
Sincerely,
former CB CustomerInitial Complaint
Date:09/20/2024
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.
5/19/24 I picked up a take out order for my folks at the Maumee Cracker Barrel on my way to their home in ***** coming from ********, ****. I paid with a $10 digital gift card and gave **** debit card for the remaining balance. I was asked to run the card through twice. The clerk had difficulty with the printed digital gift card, but assured me, it was applied to the bill. She then kept my printed digital gift card. She also assisted with transaction POS trying to complete the payment. I was assured that I would only be charged once and finally left as it took a long time and I had another 30 mile drive. The next morning I checked bank app to find 2 separate charges were placed on debit card. I checked my receipt and was upset to find not only was I charged two different amounts on debit card, I was charged for a $3.79 tip that I didnt authorize, I was also charged for a salad separately for $2.49 that was supposed to be included in the dinner (per my Mom who placed the order ) I was never credited for my digital give card and it was not returned to me either. **** debit was charged an extra $10 instead. I immediately called the store on 5/20/24 in early am to have corrected. Im was told it would have to be reviewed and they no longer had my gift card. I was supposed to receive a call back that never happened. My Mom had major cancer surgery on the 21st of May and I explained I was not able to get back to the store. Since May I have tried to resolve this issue, but to no avail. I cannot get anyone (including The ** *****) to even call me back. I have made numerous calls and filed corporate complaint but they keep dismissing my claim cause they dont understand that I was charged twice and keep saying their records show I wasnt. I dont have a copy of digital gift card as they kept it. I was told I would be refunded from store associates, but it never happened. I have spoken with: *****, ******* ******* **** **; all separately over the phone. No resolution.Business Response
Date: 10/04/2024
We have ticket for this request. A refund was processed on 9/18/2024. I reached out to the guest by email to respond and let us know if she has not received the refund.Customer Answer
Date: 10/11/2024
On 10/1/24 I sent an email response to [email protected]. Since I already replied I am wondering why I received this message. I didn’t receive a credit until 9/23/24, not when they said it was done. The credit came after I filed the complaint with BBB, even though I had contacted them since May to correct.
I did explain that they didn’t address the gift card or contact me regarding the way I was treated by their employees. They just adjusted amount on the receipt, but I said I would accept that to close the matter. However, my feelings towards the company have not changed.
Carolyn ForsterInitial Complaint
Date:09/10/2024
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 visited cracker barrel fir a veggie plate and the mashed potatoes were clumps of potatoes.... like if you refrigerate them and scoop them out....kind of stiff like....i thought if i heated them up they would be better but nope....didn't help at all.... long story short i filed a complaint and kajal responded saying i would get a comp card email in 3 business days but i never received it.... i reached out to him twice and he still has not responded the complaint was on the 29th of august and it is seot 7thCustomer Answer
Date: 09/10/2024
required documentationBusiness Response
Date: 09/24/2024
Guest was contacted by phone. We sent a dig comp card to her email. She said it was not received. We are sending comp cards by mail to the address she provided to BBB.Customer Answer
Date: 09/24/2024
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.i did receive the comp card 3 days ago via email... i believe the rep ***** had got the complaint ticket numbers confused because i did complain befor about some summer tea... i appreciate the reaching out and the card
Sincerely,
******** ******
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