ComplaintsforCracker Barrel Old Country Store, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday, August 11th I placed In order at the cracker barrel location in *********, ******** on wards avenue. Upon arriving home, I noticed that the family meatloaf meal was thrown together. The meatloaf was crumbled clumped together. So I reached out to guest relations on monday, august twelve to share my issues, including pictures. I could not return the food back to the ********* location because I was in *******, which is more than an hour away. After speaking to guest relations, they said that they would send a comp card via email and 223 business days. I've recontacted crackerberrell on thursday, august fifteenth because I still had not received the card in my email. I spoke again to someone different from gas relations.And they said that I would receive the card in 223 days. Today is now sunday, august eighteenth and I still have not received any further communication from crackerbero, nor have I received the card. At this point, the this is just a disservice, I keep reaching out nothing happens and I would like the situation to be rectified on top of I paid forty five dollars for a meal that was thrown together and and not what was advertised on their website.

  

  Business response

  08/23/2024

  I reached out to the guest by phone and left a message. A compensaton card was emailed on 8/19/2024. I sent an addtional compensation card today for the delayed response.

  Customer response

  08/26/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I attempted to place an order using 2 Cracker Barrel gift cards but was unable to because the cards do not have a PIN number. I called the telephone number listed on the website for this issue, however, it is an automated system for checking a cards balance and gives no direction to resolve the issue. Furthermore, when the card number is entered, the response is the card number is declined, ask for another payment. One gift card should have a balance of ***** and the other is a $25 card which has never been used. I emailed the executive office contact asking for help in resolving this and havent received a reply. Id like these replaced with a card I can actually use. Thank you.

  

  Business response

  08/09/2024

  We apologize for the delay. The issue with your complaint was taken care of by Guest Relations on 8/7/2024.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Saturday, March 9th, at 2:47 PM EST, I placed a to-go order through the Cracker Barrel website. After leaving the store and arriving home, I noticed missing food items from my order. I checked the attached receipt and confirmed that I was missing the following items:"Double Chocolate *************** Cake"Extra Sausage from "Build Your Own Homestyle Breakfast"I emailed Cracker Barrel to notify them of the missing items immediately on the same day, March 9th, through the Contact Us page of their website. I received a response from Cracker Barrel on Friday, March 15th, at 3:37 PM EST, stating that my opened ticket would be "... transferred to the concerned department" and that I would receive a response within 7-14 business days. I have not received a response. I opened another ticket on Wednesday, March 27th, at 4:13 PM EST, asking for an update. I have not received a response. Due to a lack of communication from Cracker Barrel, I asked my bank for advice and options on how to proceed. They ultimately suggested I dispute the transaction if Cracker Barrel was not communicating with me effectively. I filed a dispute on the transaction on April 2nd with Navy ********************* I still have not received a response from Cracker Barrel.On the receipt, please note the sausage item is left unchecked, and the cake item is indicated as unavailable, but no adjustment was made to billing.

  

  Business response

  08/09/2024

  Reached out to guest by phone and he stated the issue had been  resolved. He had not recieved the digital comp card we sent. I resent that today. I will follow up by email to make sure the card was received. 

  Customer response

  08/13/2024

   
  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

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 17, 2024, 40 minute round trip drive from my house to Cracker Barrel, CB0172, 5173 *************, **. Carryout Order *******, server Immelie B, ordered Hamburger Steak, well done, brown gravy but no onions, Mash Potatoes, brown gravy, no onions, green beans, cornbread. Got back home, opened the container, gravy with onions, took the onions out, took 2 bites of green beans, one of potatoes, ate 3 pieces of meat on the edge, was going to get a piece from inside and saw that the meat was raw. I can't eat raw meat and I asked for well done. I called the store and asked for a manager, waited 7 minutes and a lady answered and I asked if she was a manager, she said yes but didn't give me her name. I told her about the food and that the meat was raw. She said, Well what do you want me to do about it, I can cook another one and you can come pick it up. I told her I was not doing another ********************************** my car and it was to hot. I said I should get my money. I took pictures of the food. I said obviously you don't care about your customers. She said I will see you tomorrow. About a half hour after eating the little amount I ate I spent a little over an hour in the bathroom. The food I ate made me sick. I did not go there the next day because I still did not feel good. I haven't been to a Cracker Barrel in over a year and definitely will not go anymore. The server did write everything the way I told her I wanted it on the receipt.

  Customer response

  08/06/2024

  Cracker Barrel contacted me, they sent me a virtual gold card for dining in for 2 drinks, 2 entrees and 2 desserts and they are also mailing me a gift card. I am very pleased with their response. Thank you

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was there with family somewhere around May 20th. I filed a complaint on the email. I filed on May 25th. I was told I would hear back. Ive heard nothing. Awful experience. Raw meat . Cold food. Being charged for items I didnt get. I spend $75. ******** was the ticket number for reference ,

  

  Business response

  07/09/2024

  Reached out to guest by phone and left voice mail. We received an email from this guest on 5/28/2024- We sent an apology letter and a digital compensation card. The digital card was resent to guest. I am following up by email.

  Customer response

  07/10/2024

  They reached out today after several weeks and claimed they had already sent me a digital card for ONE FREE meal   I bought four and had problems with them all. I paid $75 and this is the resolution I was offered.  

  Customer response

  07/10/2024

   
  Complaint: 21873466
  
  They reached out today after several weeks and claimed they had already sent me a digital card for ONE FREE meal   I bought four and had problems with them all. I paid $75 and this is the resolution I was offered.  

  Customer response

  07/12/2024

  I received an email but no digital card 

  

  Business response

  07/17/2024

  We are sending compenstaion by mail. Guest was emailed with the update.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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 $29.68

  Customer response

  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

  07/09/2024

  Contacted guest by phone. A full refund was processed today. We are sending additional compensation.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  06/06/2024

  I reached out to this guest by phone. We are sending a replacement card.

  Customer response

  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

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 you

  Customer response

  05/22/2024

  Store location 

   

  ***************************************

   

  may 14, 

   

  

  Business response

  05/24/2024

  We replied to the guest by email on 5/16. Additional compensation will be sent digitally. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  05/17/2024

  1. Store location- ***************************************
  Street ***************************************
  City  ****************;
  State WV
  2. Date/Time of purchase- 5:58pm
  3. Order number if applicable- *********

  

  Business response

  05/24/2024

  We have replied to the guest by email and will send digital compensation. 

   

*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. ↩