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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 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
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.
Initial Complaint
05/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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 response
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
05/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
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 response
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
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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.Initial Complaint
05/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/17/24 my wife and I visited the Cracker Barrel in *******, ****. My primary reason for visiting were several rewards that I had received from the Cracker Barrel rewards program. Per the FAQs multiple rewards could be redeemed at the same time and they are done so automatically. I double checked with the waitress and she said it should work. Unfortunately, there wasn't any way for me to ensure that was the case as I was paying at the register with a gift card. My wife and I ordered 2 hot chocolates as I had multiple coupons for a free drink. The coupon specifically shows a hot beverage. We also ordered Barrel Bites as I had a coupon for that as well. I also had enough points for a free entree. So, I was expecting my order to be much cheaper than it was. However, only the Barrel Bites came off and it was suggested I contact customer support if I had any issue. So, I emailed guest services (Ticket Number: ********) and they reached out over a month later with an email stating that only the Barrel Bites were covered. I am quite annoyed as I didn't get to use my rewards, feel I was overcharged, and that I don't feel my issue was investigated or appropriately handled. When you go in to a business you need to be able to know how much you're paying and what you're getting. Without that you will lose customers as they don't want to be taken advantage of. Thanks for your time and I hope to hear back about this and hopefully receive a proper resolution. In the meantime I'm holding on to all these rewards that don't actually seem to do anything. The only silver lining is the food was good, though the hot chocolate was not. The waitress was also very friendly and did a wonderful job.Business response
05/16/2024
We have reached out to the guest by email with an apology. A digital compensation card will be sent as well due to the inconvenience.Initial Complaint
04/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was there on 4/21/24 and had a meal, my debit card was charged twice and they are demanding I drive 64 miles at my expense to get my refund. I asked for a receipt for my purchase, it wouldn't print and the girl went for someone and was told she should not be using that register and then moved me to another register even though it said transaction approved. When I asked what do I do if my account charged twice and she said just call and they would refund my account. well my account was charged on Sunday and Monday and I called and asked for a manager. He took a bunch of details and said I would hear from someone in 48 hours. I did not, and when I called I was given a whole different story that I must call an 800 number and and extension that was disconnected. I could not reach a person and filed an online complaint (my only option). This is a scam to rip people off with a bunch of liars.Business response
05/16/2024
A refund was issued to the guest debit card on 5/14. A digital compensation card will also be sent to the guest by email.
Customer response
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,
*************************
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Customer Complaints Summary
336 total complaints in the last 3 years.
153 complaints closed in the last 12 months.