Business Profile
Restaurants
Cracker Barrel Old Country Store, Inc.Headquarters
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
- 323 total complaints in the last 3 years.
- 67 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:04/29/2025
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.
Incident Date: Monday, April 28, 2025, at approximately 7:30 PM Location: Cracker Barrel, *********, ** my hometown restaurant been going here since I was 18 i am 39 now.On Monday, April 28, 2025, at approximately 7:30 PM, I had the worst experience I've ever had at Cracker Barrel, completely ruining a family outing with my husband and two children. Our server, ******, was uncheerful, impatient, and made us feel like we were an inconvenience from the beginning. His poor attitude impacted our experience so severely that I lost my appetite and ended up in ******** husband is diabetic and relies on carefully balanced meals to manage his blood sugars when taking insulin. He ordered the Old Timers Breakfast, which includes eggs, sausage, hashbrown casserole, and biscuits with gravy. However, when his meal arrived, the biscuits and gravy were missing. ****** did not inform us when we ordered that these items were unavailable, nor did he mention it when serving the incomplete plate. He simply walked away without explanation.When we flagged ****** down to ask, he finally told us they were out of biscuits and gravy. He made no attempt to offer an alternative. I suggested substituting pancakes, but ****** said he would "have to ask a manager." He returned and informed us that no substitution would be ******* husband remained hungry and without a proper meal, which could have severely impacted his blood sugar levels. This was extremely dangerous for him as a diabetic lack of sufficient food after insulin intake can cause hypoglycemia, which can be fatal.Throughout this entire situation, ****** showed no apology, no empathy, and took no real responsibility for the mistake. His attitude was completely unacceptable.Desired Outcome:I am requesting a full refund for our meal and assurances that ****** will be retrained to properly handle customer service issues, especially those involving customers with health concerns.
Business Response
Date: 04/30/2025
We have refunded the guest and will send compensation for a future visit. We left a voice message at the number provided and also reached out via email to the guest.Customer Answer
Date: 05/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:04/21/2025
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.
Received a lantern with snow/water oil mixture. ******* has leaked all the liquid out. Is it harmful? What does it consist of?Business Response
Date: 04/26/2025
Reached out to guest by phone. We are contacting our ***************** for assistance with this issue. We will follow up with the guest next week.Initial Complaint
Date:04/15/2025
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 picked up an order on 4/14/25. When I made it home and was eating, the chicken was pink on the inside. I called back to Cracker Barrel and asked to speak with a manager. The young lady placed me on hold and the manager never came to the phone. The young lady picked the phone back up and said she would have to go and get the manager and she never came back. I kept holding the phone. After 30 minutes someone else picked the phone up and said the manager was too busy to speak with me. After I explained to her that the chicken was raw she said I'm sorry the manager is too busy to talk to you.Customer Answer
Date: 04/17/2025
Cracker Barrel Old Country Store
***************************************
Business Response
Date: 04/26/2025
Your comments have been relayed to the relevant department. A representative will reach out to this guest soon.Customer Answer
Date: 04/28/2025
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:04/14/2025
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 two consecutive visits, my order included mashed potatoes. Each time the potatoes were cold. I had previously complained about this to the Better Business Bureau. I subsequently received an email from a Cracker Barrel headquarters telling me I would receive I believe an email that I could use for two free meals including dessert. I have yet to receive anything, and it has been at least two weeks since this received correspondence. I would like the BBB to intervene once again, thank you.Customer Answer
Date: 04/17/2025
The store location is in ************* ************;Business Response
Date: 04/26/2025
Contacted the guest via phone and left a message. The compensation card will be dispatched today. The card will arrive by the end of the day.Customer Answer
Date: 04/26/2025
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:04/14/2025
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.
Purchased a rocking chair April 6th. It does not rock on our carpet and cracks when you try to rock. Called to report April 11th associate said I needed to speak with ******* the manager who would report to work in an hour. Second call an hour later someone said she would be in in a couple of hours and took my name and number. Third call she had gone for the day. I asked to speak with the general manager. They left me on hold for 30 minutes I never spoke with the general manager.Customer Answer
Date: 04/14/2025
The company has responded and gave me a refund.Business Response
Date: 04/15/2025
We have reached out to the guest by email with return instructions. The guest will also receive a digital compensation card so they can enjoy dinner when they return the rocker.
Customer Answer
Date: 04/15/2025
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:04/02/2025
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.
Once a month my wife and I dine at Cracker Barrel in ************** *******. I have ordered a meal containing mashed potatoes the last three times we have eaten at this restaurant. Every time the mashed potatoes have been cold. As much as this restaurant charges for its food, the mashed potatoes should be hot and not cold. My meal I purchased today (4/1/2025) cost $13.99. The chicken fried chicken was hot, but the potatoes were not. I do not appreciate paying this much money for a meal that includes cold potatoes. If this restaurant wants to continue to see my business, I should at least get a refund for a poor meal that has cold potatoes.Business Response
Date: 04/03/2025
Sent apology email to guest today. We are sending digital compensation cards.Initial Complaint
Date:03/28/2025
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.
There is no handicap door for people in wheelchairs they dont seem to care about my issues so handicapped people need to boycott this chainBusiness Response
Date: 03/29/2025
This will be forwarded to the appropriate department for handling.Initial Complaint
Date:03/26/2025
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 was given a $50.00 gift card some time ago. I recently located the card when cleaning out a wallet. The store would not except it for payment as it did not have a bar code on the back. I was told to contact customer service and was given a phone number. However, I could not speak to a CSR but could do a chat. I gave them the card number and they stated it had a zero balance and was used in ***************** at store #*** on March 17, 2021 at 1:52pm. This is impossible. I live in ******** and have not been to ******* for over 15 years. They offered me a complimentary dessert. After turning that down, they offered a 1 free meal. Which I also turned down. This number was used fraudulently. I asked to escalate to management and was told a email will be sent. This issue has not been resolved.Business Response
Date: 03/29/2025
We reached out to the guest on 3/26/2025 by email that we were sending a digital gift card replacement. I followed up with her today to confirm the email was received.Initial Complaint
Date:03/24/2025
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.
Went for breakfast 3/21/25 time 8:44 am I always order my pancakes with the extra bottle of your syrup I asked for 4 bottles of the syrup because I had gotten two pancakes the server gave me one then again I asked for more the manager came out and just said out of curiosity she will give me one more and said to me we give the small cups of syrup and I told her thats not what I asked for she also said to me not personally that it was the same then why would you serve it in the cups just bring me what I asked for , I also ordered hash ***** casserole it was cold I told my server and my husband was the same sorry to say I go there on a regular basis not just for breakfast never had to deal with a situation like this mind you I didnt eat my breakfast still paid full price which my bill was $32.64 , so please address this issue of mine that my I make a suggestion if you can only get one of your famous syrups at least explain that you could for an extra charge did not appreciate the service I received!! Would love to get a response on this matterBusiness Response
Date: 03/24/2025
We have reached out to the guest by email and will send a digital compensation card for 2.Initial Complaint
Date:03/15/2025
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.
The manager at cracker barrel on ************************ in ********** was rude during my visit. The two managers are will ****** and ******* *****Business Response
Date: 03/19/2025
We received a ticket from this guest on 3/12 concerning this same issue. We are forwarding the guest concerns to the appropriate department for handling.Customer Answer
Date: 03/19/2025
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,
******* ******
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