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:06/17/2024
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 had purchased a cracker barrel April 8 2024. I tried to pick my order up and the store location in **********, ** in the amount of $29.68. The store could not locate my order and I had to re purchase the items I wanted in store. I reached out to customer service through email and they had taken days to respond, I responded back to not receive any update again. I reached back out on or around May 10th. They requested I provide my name, address, order # and last 4 digits of the debit card used. I could not locate the order # but all other pertinent information had been provided as requested. I received a gift card Friday, May 24th 2024. I tried to use the gift card Sunday, June 15, to no avail. I contacted customer service via the online gift customer service and by telephone just for them to give me another phone number to contact about my gift card not working. Then the gift card does not have the full $30 amount on it that I paid. they reduced me to only $20 and that is wild being that there was an issue. I wanted to be compensated for all my money they had taken not some. Here we are on 6/15/2024 and I had been charged $35.26 because my gift card had not worked.Customer Answer
Date: 06/18/2024
2421 Old Country Inn Dr.
******************** Store #*** *************
On or around April 6th, 7th or 8th/ at or around 9a or 12p my order was placed with the above referenced store. I do not have the order # because I did not capture the information before refreshing my phones browser.
On June 15th I tried to place an order online using gift card info attached. I received an error message several times that read cannot not find this gift card. 3086 3993 0942 1710 856 PIN **** expires 12/31/2024. The total pending is $35.26. The gift card amount was only $20 instead of the $29.68Customer Answer
Date: 06/18/2024
2421 Old Country Inn Dr.
******************** Store #*** *************
On or around April 6th, 7th or 8th/ at or around 9a or 12p my order was placed with the above referenced store. I do not have the order # because I did not capture the information before refreshing my phones browser.
On June 15th I tried to place an order online from store 01 Formosa Rd., I-70/55 & SR 162, ****, **, 62294-1384 store #*** ************* using gift card info as follows. I received an error message several times that read cannot not find this gift card. 3086 3993 0942 1710 856 PIN **** expires 12/31/2024. The total was $35.26. The gift card amount was only $20 instead of the $29.68 from the original order placed.
Business Response
Date: 07/09/2024
Contacted guest by phone. A full refund was processed today. We are sending additional compensation.Initial Complaint
Date:06/07/2024
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.
Visited Cracker Barrel location #CB0363 on 05/25/2024 at 05:59PM. EFT Terminal ID is: ********, and Auth code is ******. Used one gift card with a partial balance, which was around $5.00 and it processed fine. Tried to use a $50.00 gift card for the balance. The gift card (#*******************) was unable to be processed by the clerk due to the fact that it did not have a PIN. I received the gift card support number from the local manager *********************) and left messages. Have yet to receive a call back. Have used due diligence on my part trying to resolve the issue. Relying solely on an automated customer service model has proven unsuccessful for Cracker Barrel. Didn't want to have to take this route, but having this issue resolved has become a matter of principal and not about the money.Business Response
Date: 07/09/2024
I contacted the guest and left a message. I followed up by email, we are sending a digital gift card replacement.Customer Answer
Date: 07/10/2024
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,
*******************Customer Answer
Date: 07/21/2024
Just an FYI for your records. I accepted the response I received from Cracker Barrel which stated that they would email me a new digital gift card. This never happened. I have verified that it is not in a Spam filter.Business Response
Date: 08/09/2024
We sent a digit gift card reaplacement on 7/10. I reached out to the guest by phone and left a message. I resent the card in case it had not been received.Customer Answer
Date: 08/20/2024
Complaint: 21816855
I am rejecting this response because:I have not received an email from Cracker Barrel at ************************** This is the email that I am receiving the BBB correspondence at with no problem. I have received voice messages from Cracker Barrel's representative, but they left no way to contact them directly except via email reply. The message is not in my spam folder. Please verify this is the correct email to which you are forwarding the electronic gift card.
Sincerely,
*******************Business Response
Date: 08/23/2024
I Reached out to guest by phone on 7/9 and followed up by email. I responded to BBB on 7/9. We sent a digital gift card replacement on 7/10 for the card mentioned, Last for are 8539. I called guest 2 times today and the phone line is busy.Initial Complaint
Date:06/03/2024
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.
Never in a million years did I feel that I would ever be filing a complaint against our very favorite restaurant, in which we also own stock. However, as there is no way to get a human being on the phone, I find I must resort to the complaint process. To succinctly state the issue, we purchased a gift card last December that was given to a relative for Christmas. She chose to spend the gift card taking us all out to dinner last night. The gift card did not work. Despite trying every avenue imaginable, including trying the "get human" website and searching the investor relations website for a phone number, I am unable to find anywhere to register a complaint about a gift card or request reimbursement. You cannot imagine my profound disappointment, nor my extreme remorse to realize that this is behavior coming from a company in which I have partial ownership. Please reimburse my $40.00 or issue a new WORKING gift card promptly. In addition, please establish a phone number where customers can get through to a live person when they have tried all other avenues. If customer service does not improve, I will be selling my stock and encouraging others to do the same. I know that my ownership amount is small, but I cannot continue to be associated with a company that continues to demonstrate such little regard for its customers.Business Response
Date: 06/06/2024
I reached out to this guest by phone. We are sending a replacement card.Customer Answer
Date: 06/08/2024
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. Thank you to Cracker Barrel for quickly making arrangements to send me a replacement card. The customer service representative was very supportive and helpful!
Sincerely,
*******************Initial Complaint
Date:05/22/2024
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 ordered take out from my local Cracker Barrel store Tuesday 5/14. I ordered two separate chicken tenders meal. I ordered two ordered of fries for the two sides for both dinners. I received only one side for both meals. I reached out to Cracker Barrel customer service via web feedback form, however, no one has reached out to me. I hope to complete this complaint via the bbb instead of filing a charge dispute with my bank card. Thank youCustomer Answer
Date: 05/22/2024
Store location
***************************************
may 14,
Business Response
Date: 05/24/2024
We replied to the guest by email on 5/16. Additional compensation will be sent digitally.Initial Complaint
Date:05/16/2024
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.
This is in regards to the ***********, wv location. Take out order #*********. I have sent in several unanswered complaints about this order through cracker barrel's website. I ordered roast beef with three sides. When I got the food home the portions were the size for a infant and they forgot two of my sides. I would like my order replaced.Customer Answer
Date: 05/17/2024
1. Store location- ***************************************
Street ***************************************
City ****************;
State WV
2. Date/Time of purchase- 5:58pm
3. Order number if applicable- *********Business Response
Date: 05/24/2024
We have replied to the guest by email and will send digital compensation.
Initial Complaint
Date:05/09/2024
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 wife and I went to the Cracker Barrel location located @ **************************************************** on 05/08/2024 for breakfast. Everything was fine until it was time to leave to pay for the bill. When we got to the front to pay the bill we were met by a very ignorant staff member. She asked do we have a rewards card or are we signed up for rewards. We stated No, and referenced the fact the my wife is Active Duty US Military as typically rewards provides discounts so we figured that since we are not signed up maybe theirs a military discount in place. The lady who is ringing us out says ignorantly " THAT MEANS NOTHING HERE". So my wife and I just remained quite not to cause a scene and waited on our receipt. This employee just rolled her eyes at us and ignored our request for a receipt so we just left quietly. Her actions were completely called for and being a United States Soldier means something EVERYWHERE! Regardless if a discounted is applied or not! My wife not only puts here life on the line to serve this country and the people there of , but businesses such as Cracker Barrel are able to safely operate each day because of the service of the men and women of this country. To look a United States Soldier in the face and say That Means Nothing Here is not only out of line but completely disrespectful to her and her service to this country. I want my receipt from this establishment and I want a apology from the store manager directly to my wife.Business Response
Date: 05/16/2024
We have reached out to the guest by email. A complimentary meal card for 2 will also be sent by email.Customer Answer
Date: 05/22/2024
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:05/09/2024
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 filed a complaint about a terrible To Go order. They sent me a complimentary homestyle meal electronic card but when I tried to use it online for another pick up order, it wasn't valid. I called the location and they said they require a credit card for pick up orders. I've been emailing their **************** every day for over 3 weeks and they still haven't sent me the replacement gift card they promised they'd send that I'd be able to use for an online To Go order. I'm disabled and unable to eat in their restaurants because the tables are too close together to comfortably maneuver and for the immune compromised. They continue to stonewall me after they promised to send a gift card that I could specifically use for a To Go order without having to use my own credit card! This has taken up a lot of time to continue to contact them nearly every day for 3 weeks! Sheetpal in their customer service department needs to be correctly trained!Business Response
Date: 05/16/2024
We will email the guest a gift card because digital compensation cards cannot be redeemed online. The digital compensation card will remain valid if the guest should choose to use it in store before 12/31/2024.Initial Complaint
Date:05/07/2024
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.
On April 10, 2024, I ate at Cracker H32383738333**73238H H31303**73**13**83431H #** in Pigeon Forge, Tenessee. The bill was $19.49. The cashier told me the first run of my credit card didn't process and to run it through again. BOTH charges processed, so I was charged a total of $38.98. The manager, *******************, told me one charge should disappear within an hour or two. It didn't. I called him the next day, and he said give it 24 hours; it still didn't disappear. I called the store again, and the employee told me corporate would have to issue the refund. She entered my information on the company's website while we were on the phone. I received an email from Cracker H32383738333**73238H requesting additional information, which I gave them. No reply, and no refund. I called corporate and left a message, but no one called me back. In the voicemail I left, I told them my next contact would be a complaint to the H33373**63**43**13639H, and that's why I'm contacting you. I've uploaded a scan of the one receipt I was given at the restaurant, along with a copy of the manager's business card that he gave me. Any assistance you can provide to help get Cracker H32383738333**73238H to refund what I was overcharged would be much appreciated. Thanks.Business Response
Date: 05/09/2024
We have refunded the guest for 1 of the charges. A digital compensation card will also be sent to be used on a future visit.Customer Answer
Date: 05/14/2024
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:05/07/2024
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.
My son-in-law and daughter gave me a Cracker Barrel gift card in the amount of $30 since when traveling, my friend and I normally stop at Cracker Barrel on our trips. I went with some friends to the restaurant in ******** IN and after lunch I pulled my gift card off the card it came on at the table to pay for my lunch. I ordered one grilled catfish fillet with one side and water. When I went to the register to pay, the cashier scratched off the number on the back and put in my card. It was declined. I told her I had just taken it off the card it came on so she tried it two more times. Still declined. When I got home, I checked my card and it showed only $2.38 left on the card. I had never used that card. I gave the card and the card it came on and the receipt back to my son-in-law to go back to the place he bought it which was the Cracker Barrel in *******************. They told him the receipt and the card number did not match. How could that happen? I contacted the company through their website and their response was that they would get back within 5 days. Did not happen. Contacted them again and same thing and nothing has happened. First ticket number was ********. I just want a gift card that someone has not hacked! Please help me get this matter corrected.Business Response
Date: 05/09/2024
We have reached out to the guest and will send a replacement gift card. A digital compensation card will also be sent due to the inconvenience this caused.
Initial Complaint
Date:05/06/2024
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 purchased a Gift Card from Cracker Barrel for $50.00, went to used it and the waitress, said the card has no money on it, so when I came home I called the number on back entered the card number, then the pin, I enter the pin number and keeps saying pin not valid. Tried multiple times. I cannot talk to someone at the ***************** Just recordings. I went on website for ************* and they responded with a ticket number to track, but it does not give the information how to track. My Ticket Number ********, but every time I go back to website for a follow up I receive a new tracking Number. Card #*******************Business Response
Date: 05/06/2024
We have reached out to the guest by email. A replacement card will be sent by email for the remaining balance of $36.54.
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