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Complaint Details
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Initial Complaint
12/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I placed an order online for a Christmas gift and instead of being charged only once, I was charged twice. I have called the company numerous times, sometimes being on hold for over 2 hours. I have submitted complaint requests on the company website (at least 10 requests), and have received absolutely NO response. After the 2 hour hold, someone did come on the line. Gave me his name as ****** ********* and told me to email a copy of my bank statement showing the double charge. I did this TWICE and have not even gotten a response from him. I then called again, and after a 1 hour hold spoke with someone else who said it would be taken care of, but I still have a double charge and nothing is taken care of. This is Christmas, I cannot afford to pay twice for something I ordered once. I have a difficult time believing this company can be this inept.
Business response
01/31/2022
Business Response /* (1000, 10, 2022/01/25) */ Reached out to guest by phone and left a voice mail. Followed up with an email to let us know if she has received her refund. A refund was processed on 12/15/21. Sending compensation for the delayed response. Consumer Response /* (2000, 12, 2022/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue has been resolved.Initial Complaint
12/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I recieved a $200.00 gift card for Christmas 2020 and due to Covid put the card in a drawer until 11/23/2021 when I decided to go to the store in E Windsor CT to do some Christmas shopping. With a full basket of stuff I gave the clerk my card and was informed it had a zero balance. I called the number on the card and was told(by a computer) the card was used on 11/6 and 11/7 which was impossible as it was in my drawer at that time. I went home and tried to call the company several times, finally leaving my name and number for a call back. I did this several times as I never did get a call back. I then sent an email as was suggested by the recording on 800 number. I received an automated response to the email that someone would get back to me, and I did not receive anything further. I tried replying to the email asking how long it takes to get a response and still got nothing. I then left a message on their ******** page and received a note that my complaint would be referred to customer relations. I still have not received any real communication from the company. $200.00 is a lot of money to be out of on a gift card and it seems it must be fraud in some way.Business response
12/20/2021
Consumer Response /* (2000, 10, 2021/12/20) */ Good morning, Thank you for responding to my complaint. As luck would have it, I finally heard from their customer relations and received a replacement gift card on Thursday, 12/16. I had also left a complaint on their website and I think that is what finally moved them to action. Please let me know if you need any further information from me. Thank you and Happy Holidays. ***********Initial Complaint
11/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On Monday, November 8, 2021 I tried to use a store gift card at the Cracker Barrel in Missoula, Mt. The gift card has a balance of $27.59. The gift card was declined. The clerk tried scanning the card and typing in the number but couldn't get any results and so called the manager. The clerk seemed frustrated and said that the cards often have problems. The manager did the same thing and then said i couldn't use the card because it would not go through. I asked if he could call someone to find out why or to remedy the situation and he said "NO" and walked away. This happened earlier this year and the clerk at that time said their card scanner wasn't working. On both occasions I used another form of credit to buy the merchandize. I figured it would have been corrected by now. I have called the Cracker Barrel customer service number 6 times, waited on line each time from 35-50 minutes without an answer, left my number for a call back as instructed by their automated message, and submitted a complaint on their website. I have not received a call back or reply. The gift card clearly states it is to be treated like cash and has NO EXPIRATION DATE! The card was originally issued for $40 and I have used it twice. I have the receipts showing the remaining balances. I feel like this is a form of consumer fraud. I should be entitled to use the remaining $27.59.Business response
11/22/2021
Business Response /* (1000, 5, 2021/11/17) */ Contact Name and Title: Cheryl M***** GRR Contact Phone: ********** Contact Email: cheryl.m*****@crackerbarrel.com 11/17/21 Left voicemail and emailed guest to get gift card number to research the history of the card. Consumer Response /* (2000, 7, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cracker Barrel reissued the gift card in the amount left on the original card. Thank you!Initial Complaint
11/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 11/5/2021 at 5:40 PM EST I placed an order under order#**************** for the sum of $32.60. In the invoice it stated our order would be ready for 6:03PM EST. Upon arriving my mother waited 2 hours for the order. Upon checking with the staff at the counter after 2 hours, she was told that the order was "lost." This is extremely unacceptable. It is now 11/9/2021 and she has not yet recieved a refund.Business response
11/17/2021
Business Response /* (1000, 5, 2021/11/12) */ We received an email from this guest. I contacted him and left a voice mail to confirm he has received an email stating he will receive compensation by email. Consumer Response /* (2000, 7, 2021/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has resolved the issue, I am satisfied.Initial Complaint
11/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was double charged on Friday 11.5 using their online app to order A Thanksgiving meal. $98.31 is the amount charged twice to my **** card. The site had issues and I kept having to back out, we were ordering extra meal for thanksgiving pickup from Music Valley location at 2406 music valley drive. Nashville, TN 37214. The 98.31 was billed twice on 11.5. Only one charge of 98.31 should be billed as we only ordered one half meal. Their website glitched 5 times that day. I can't get anyone to answer at corporate office or call me back.Business response
11/10/2021
Consumer Response /* (2000, 5, 2021/11/10) */ Hello all please cancel the recent complaint I filed against Cracker Barrel Lebanon home office in Lebanon Tennessee about an overcharge for 98.31 That I filed today on November 8, 2021. The business finally called me back and we got it resolved and I did get my refund so please do not reach out to the business and please cancel my complaint I cannot locate the complaint number but I just filed it today. Thank you for all your help and God bless you Sent from ************* (*********************)Initial Complaint
11/04/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On October 25, 2021, I ordered a take out from Cracker Barrel in Willoughby Hills Oh for my 88 year old mom whom I was visiting and myself at 6 pm. The restaurant was telling all customers there was a 30 minute wait time for take out orders. Upon returning to pick up the order it was not at the front counter in 30 minutes. However I noticed whispering between the cashier and another lady that come from the back. I asked if they were talking about my order. I was told my order had gotten lost and had no idea what happened to it. It is now around 715 PM, forty five minutes later. At 8 PM they bring my order and asked for payment. I asked for the manager as I've waited now 2 hours for our meal. Manager offers me half off. I reminded her that I'd been waiting 2 hours and she is telling customers there is a wait time of 30 minutes. I expected more of a compensation for first loosing my order. Had they not lost the order, it may have been 30-45 minutes but not two hours. I expected an offer of a return free meal with desert and not expect to even pay half. But no it was like suck it up I finally got it for you.Business response
11/17/2021
Business Response /* (1000, 5, 2021/11/09) */ Contacted guest by phone. Left a message that we are sending compensation to the email her provided. I am following up with an email as well.Initial Complaint
10/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
A few weeks ago I had issues with ordering pottery from Cracker Barrel. I filed a complaint with the BBB, and a few days after, I was contacted by a representative, who resolved my issue, which occurred because I attempted to order using the form on the company's website. My shipping address and billing address are not the same, and each time, I received an error message. I did receive the order. However, I was assured that the online ordering system was being fixed. I attempted to place another order for additional pieces this week, but I had the same issue. The representative who assisted me the first time had sent me an email during the communication process, so I sent an email to share that I had the same issue when I was trying to place another order. A reasonable amount of time for response has passed, and I have not heard anything. All assistance would be appreciated.Business response
11/10/2021
Business Response /* (1000, 9, 2021/11/09) */ Guest contacted by phone to assist with her order and we were able to correct the problem and the order will be shipped. Consumer Response /* (2000, 11, 2021/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
09/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My husband bought a gift card from Cracker Barrel in Linthicum Heights, Maryland for my birthday last year. He bought it on December 22nd 2020 at 3:46 p.m.. Since we were locked down due to covid, I never had a chance to use it. While on a trip up north about three weeks ago, we stopped into a Cracker in Wilkes Barre, PA, as we sometimes do, to have breakfast. I decided to use my card then to purchase a few things. Imagine my shock, when the cashier told me that there was nothing on the card. There should have been $100 on this card. I immediately started making phone calls but to no avail. The recording would only loop around, saying the same thing over and over. This went on for about an hour. I finally had to give up. It should not be this difficult to get customer service! I have left messages and sent an email. I would like to have my money refunded. I'm not so sure I can trust their gift cards anymore. Customer service is certainly lacking; almost non existing.Business response
10/25/2021
Business Response /* (1000, 5, 2021/09/23) */ Sent an email requesting the full gift card number for review. Consumer Response /* (3000, 9, 2021/09/26) */ Crackers Barrel's representative, Daine Parsley has been in touch via phone message and an email dated 9/23/2021. She requested the full gift card number in order to search the history of the card, which was provided. We are still waiting for a response. Please do not mark our case as Answered. Business Response /* (4000, 16, 2021/10/19) */ On 10/18/2021 I called gst LM to let her know that a gift card replacement was mailed to her on 10/7/2021. I also sent her an email to let her know and requested she let me know if she has not received it yet. t********
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Customer Complaints Summary
336 total complaints in the last 3 years.
159 complaints closed in the last 12 months.