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:03/20/2024
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.
contacted customer service weeks ago was told i would have a response within five days never received a response
Business Response
Date: 03/28/2024
Contacted guest by phone to file his complaint. We are sending compensation.Customer Answer
Date: 04/01/2024
Complaint: 21460958
I am rejecting this response because:
I purchased three meals there response is to only give me one meal how does slove the problem?
Sincerely,
*******************Business Response
Date: 04/16/2024
Emailed guest with an apology and we are sending him extra compensation since he had more than one meal.Customer Answer
Date: 04/17/2024
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:03/16/2024
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.
My family ate at cracker barrel in late Dec 2023 and the waitress comment upon issuing the check to going cracker barrel rewards program for credits,etc. Immediately upon attempting to creating sm account there was issues with the cracker barrel rewards website. I therefore decided to wait a week to see if it would be resolved since they had no way to contact customer support by phone or email. After 1 1/2 weeks I tried for a second time with no success and completed an online customer service complaint. After two more weeks with no response I attempted to obtain the credit for my point on their website and it was still broken. I then submitted another onlinectequest and after two weeks finally received a response but the person fro ***** noted I had submitted Mt request beyond 30 days and vould not be credited. I then responded three more times attempting to explanation the broken system within cracker barrels online tools and received NO response. I am therefore thorough sickened by cracker barrel and their joke rewards program and horrendous customer service and will never eat there again eith my friends snd family.Business Response
Date: 03/28/2024
Reached out to guest by phone. I added compensation to his account.Initial Complaint
Date:03/08/2024
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.
Placed an online oder. Notified it shipped on March 1st.It is March ********* received nothing. I tried to track the order. Cracker Barrel's website says order is completed with no tracking information available. There is no customer service. I tried calling #**************. There is no **************** Representative and every prompt chosen causes the call to be disconnected.Customer Answer
Date: 03/18/2024
I received a shipment containing all the items in my order. The case has been completely resolved to my satisfaction. Thank You.Initial Complaint
Date:03/08/2024
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.
All my cracker barrel gift cards are not providing me any information when I call to check the balance. They are saying I need to provide an alternative payment method. There are zero options to speak to anyone at corporate, no mater what options I push. I contacted them via the website and was provided a ticket # and it said that I would get a response in 5 business days, which have passed without a response. I'm not sure if there was a data breach or corporate theft, etc... All I know is my gift cards stopped working and there is no way to get in contact with anyone at cracker barrel. I would like to know how we can get this issue resolved. Thank you.Business Response
Date: 03/18/2024
We have reached out to the guest and will send a replacement gift card.Initial Complaint
Date:03/07/2024
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.
03/05/2024 Trying to purchase merchandise on the online Cracker Barrel (CB) store. Total of purchase was over $250.Put in PayPal info and selected the pay in 4 payments options. The site charged my account over $66 for the first payment, however, it did not take me to complete the order. It would not allow me too complete it. It sent me back up to credit card info. Thinking it did not take the PayPal I entered info once again. It did not complete the order. I went to my PayPal to see if there was an issue to find that I had been charged the $66+ twice without any order completion and my order is still sitting in my basket waiting to be paid. This amounts to over $500 I was charged with NO merchandise. Trying to contact anyone to correct this has been nothing short of a nightmare. The local CB shop manager has been wonderful, but he cannot correct the issue. I have ordered twice before online and the website is not always so friendly but those were done correctly and I did receive the merchandise. This is about payments made and the order was never completed. I have sent 2 emails. Attempted to call several times with no live person to speak with. The stores are always pleasant and helpful, but the online dealings with CB is incredibly disappointing and almost scandalous. Asking for full refund and my 10 points back on my account. I will continue to eat at the restaurants, but the online shop is "iffy". They need to have a live customer service representative for people to talk to or at least a live tech person for online concerns and do a full review on their webstore for glitches.Business Response
Date: 03/08/2024
We have reached out to the guest as there has been no order received. We will also send a digital compensation card due to the inconvenience.
Initial Complaint
Date:03/05/2024
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 2/10/24 Cracker Barrel denied my gift card. It has no expiration and has a balance of $41.02. The number on the back of the card ***************) was a never endling loop of automated responses. Another number provided ***************) was the same. After filling out an online form, the business sent me an email promising to respond in 5 days, but did not respond. I want the balance of $41.02 restored on my gift card. I want a refund of the amount charged to my credit card due to the cashier's refusal of the gift card.Business Response
Date: 03/08/2024
We have emailed the guest regarding the transaction history of the card.Customer Answer
Date: 03/08/2024
Complaint: 21388016
I am rejecting this response because my card was not used by me. I did not use the card on 8/19/2020. I did not visit Cracker Barrel on that date. The card has been in my possession, no one else could have physically used this card. I keep a very detailed expenditure database. I also keep a record of the balances of all my gift cards.Card #******************* transaction history:
Purchased on 6/25/15. Transaction amount: $75. Transaction balance $75. I have the receipt stapled to the card by the Cracker Barrel employee.
Used on 8/25/16. Transaction amount $33.98. Transaction balance $*****. I have the receipt stapled to the card by the Cracker Barrel employee.I want Cracker Barrell to please reinstate the balance of ***** on my gift card,and refund the amount of $2.21 that I was forced to charge on my credit card since the card didn't work.
Sincerely,
*******************************Business Response
Date: 03/28/2024
I contacted the guest and she said she did receive a replacement for the balance of the card she was not able to use.Customer Answer
Date: 04/01/2024
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:03/01/2024
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.
Got my catering order wrong in ************** and I was told and have emails stating that I would receive a gift card from the catering manager. Also contacted corporate and have yet to receive a call back or the gift card. Very unprofessional and disorganized. All I want is either the gift card or refund for 1 order of fruit.Business Response
Date: 03/08/2024
We have replied to the guest by email and will send a digital compensation card.Initial Complaint
Date:03/01/2024
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.
On February 18, 2024, I ordered a meal online. When I got to the store to pick it up they said they did not have the wild ***** tea, a cost of $7.99 plus tax. They told me at the time they would return it to my debit card and it should show up in about five business days. After about six days I inquired again and they said to wait about another five business days. I waited. I realize at this point I've been taken. At this point, getting the refund is now principle. They have a duty and responsibility to act quickly and professionally. If I would walk into Cracker Barrel and take something for $7.99 and leave without paying, they would call the police and I would end up in jail. This matter was simple but inflated to something complicated. By the way, I still have the receipt.Customer Answer
Date: 03/04/2024
March 4, 2024
The following information per your request: Cracker Barrel, ********************************************************************************, Telephone: ************. Thank you ************************* ************
Customer Answer
Date: 03/05/2024
March 4, 2024
The following information per your request: Cracker Barrel, ********************************************************************************, Telephone: ************. Thank you ************************* ************
Business Response
Date: 03/08/2024
We have reached out to the guest by email and issued a refund for the tea.Customer Answer
Date: 03/19/2024
I received a reimbursement and am satisfied. Just sorry it had to go to this point in order to get my money back. Thanks.Initial Complaint
Date:02/28/2024
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.
We had dinner at the Fields ***** OH Cracker Barrel earlier this year and went to use a gift card we had. The cashier scratched off the **** indicating it had never been used. The cashier said there was no money on the card. She tried a couple more times and still no money on the card. She advised us to call the Cracker Barrel 800 number on the back of the card, and we had to pay the dinner bill instead with another credit card. I just called the Fields ***** store and spoke with *****. I advised of the no balance issue, and that a manager at a ** store last April had checked another card for us at the register and could show where that particular gift card had been used. The ** mgr gave us a receipt showing the detail. I asked ***** if I gave her the card number Im having an issue with, if she could pull any historical detail on the card. She wasnt aware that this could be done, checked with the store manager, he didnt know it could be done, and advised through ***** for me to go on the Cracker Barrel website.I just tried to reach the Cracker Barrels customer service number and basically the caller goes around in circles, unable to speak with a person. I just want someone to confirm if the card I called about has been used, and where. Same thing that the ** manager could do! This isnt the first time weve went to use a Cracker Barrel gift card and it was zeroed out. I routinely either surrender a zeroed out gift card at time of purchase to the merchant, or bend it in half, carry home to snip in half and recycle.We enjoy going to Cracker Barrel. I regret having to submit this complaint, but feel I have no choice in order to get this particular gift card issue rectified. I just want an active $25 gift card, especially because the pin wasnt scratched off until early this year at the store register.Cracker Barrels corporate office also needs to have human customer service agents to handle inquiries that require conversation.Business Response
Date: 03/06/2024
We have emailed the guest and requested the card number so we can assist.
Initial Complaint
Date:02/28/2024
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 have 2 $25 gift cards that do not have PIN numbers. Ive been trying since 2/23/24 to get in touch with any human person about getting PIN numbers or replacement cards, as when I went for breakfast on 2/23/24, they said I need to call ************** to get replacements, as they wont accept the gift cards. When you call the number and put the card number in, it just says declined. So now I have useless gift cards that were just taken out of the packages on friday, and no way to get them replaced.Business Response
Date: 03/06/2024
We have reached out to the guest to request the card # so we can assist.Customer Answer
Date: 03/25/2024
I have responded to the request of the old card numbers, and now they have them, they will not respond to me. They have not made anything right, and are ignoring multiple emails I have sent to them in response to this case. I know not everything is completed in a day or two, but they have not responded to a single email of mine, just one time reaching out to get my gift card numbers. Now that they have them, they won't respond at all. I have checked all my email boxes including spam, and they have not sent a single follow up email, just the original asking for my gift cards numbers.Business Response
Date: 04/04/2024
We sent a digital replacement card to this guest on 3/25. Tired to call guest the call was answered and no one responded. Hoping a message was left with update.
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