ComplaintsforCracker Barrel Old Country Store, Inc.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Low quality food, poorly cooked and order missing items. Received comp card for *****. Then later attempted to use card while it was still valid before it expired at ********* Columbia SC location and poorly trained cashier refused to accept it and we had to pay out of pocket. Seeking to have ***** comp card restored so we can finally try to get out original meal made right. Attempted to contact customer service and over a month later received a reply from ****** who like most of the people we dealt with a this business was no help

  Customer response

  04/16/2024

  Cracker Barrel Sandhills

  253 Forum Drive

  Columbia SC 29229

  12/2023

  

  Business response

  05/01/2024

  Reached out to the guest by phone. Sent digital compenstiaon and it was received today. 

  Customer response

  05/01/2024

   
  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. The lady I spoke with seemed genuinely concerned with my problem and resolved it quickly. Appreciated their response. Very positive resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice. 3/8/24. Cracker barrel #*** in Tuscaloosa Al. I don't have a receipt. The charge was on a credit card. 3/11/24. Ticket number ******** on 4/1/24 but no contact yet.

  

  Business response

  04/18/2024

  Reached out to guest by phone. I left a message asking for more info. I followed up with an email.

  Customer response

  04/22/2024

  I was charges twice for a breakfast at Cracker Barrel. I do not know what else I can say. ********************** and same number with last four numbers 5384 listed on receipt. I should have been charges $39.12 once not twice. I am asking for $39.12 to be credited back to my credit card. I cannot believe that Cracker Barrel is unable to do this. 

  Customer response

  04/22/2024

   
  Complaint: 21559649
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  They have not refunded $39.12 that was charges twice for the same services. We had breakfast and the amount was $39.12 . they double charged my credit card. I owed $39.12 and I am not disputing that but not twice. I do not understand what is so hard to understand.

  

  Business response

  05/01/2024

  Reached out to guest today. She confirmed a refund was processed.

  

  Business response

  05/01/2024

  Reached out to guest today. She confirmed a refund was processed

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 11,2024 we buried my wifes *******. Afterwards the immediate family, ten of us, went to the new Cracker Barrel in Pearland. We sat with a wait if 45 mins for over an hour. No problem. We sat ordered quickly and after about an hour we received half of the tables food. Waited another 30 mins and our waitress finally came over to tell us shes been arguing with the manager and the other half of our food has not been made. I ask to speak to the manager she walks back and I wait 30 mins. He never comes I walk back they tell me he walked out the other side. See if you can catch him. I walk to the vicinity of where the manager, *****, was speaking to another table. Wait for him to finish and try to speak to him about our food. He blows me off says hes about to make our food and walks off. At this point its been almost four hours in this restaurant and this manager only has an attitude to offer as a solution. We waited a few more minutes to speak to the waitress and pay her, no one ever came. I walked to the kitchen opening and ask a young lady to get someone. A kid walks up I believe his name was *********. Tells me I cant be where Im standing and I need to go. I try to explain what Im doing he gets mad. We exchanged not nice words where I ask this man to please stop talking to me. He turns around calls me a white b**** and walks into the kitchen. Now the manager ***** comes back and I ask him if hes going to address his employee and he told me to leave and that I said stuff too. Personally my family and I will never go to another Cracker Barrel when they clearly dont care about their customers.

  Customer response

  04/11/2024

  Cracker Barrel store #****

  *******************************;

  ********, tx 77584

  on march 11,2024 

  

  Business response

  04/18/2024

  I reached out to the guesf for a phone number so we may call her.

  Customer response

  04/20/2024

  I was asked for my phone number but as of today Ive received no further correspondence 

  Customer response

  04/24/2024

   
  Complaint: 21558496
  
  I was asked for my phone number but as of today Ive received no further correspondence 

  Customer response

  04/28/2024

  A lady called me Tuesday the ******************************************* within ***** hours. As of the 28 no further contact 

  

  Business response

  04/29/2024

  Reached out to guest by phone. We are sending compensation by mail.

  

  Business response

  05/01/2024

  Reached out to guest for addres. We are sending compensation by mail

  Customer response

  05/01/2024

   
  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

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 gift cards total of 80 dollars it was put on my phone. I can't use them because I have no pin number. I can not get a hold of customer svc. I can't get hold of corporate. I leave message they will get back but they don't I'm out of ************************************************ know if they can help. You cannot reach anyone. I have been trying this for nearly a month. Please help me

  

  Business response

  04/16/2024

  Contacted guest by phone. We are sending a replacement card by mail.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friends gave us a $100 gift card for Cracker Barrel, however, when we tried to use it for the 1st time, it was declined. We have never used the gift card. We have tried to contact Cracker Barrel through their website, but it is impossible to reach a human to help resolve the issue. I will provide the gift card number if needed

  

  Business response

  04/16/2024

  Emailed guest to send us her 19 digit gift card for review.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have TWO gift cards from Cracker Barrel. I have tried using them at the Cracker Barrel in ************ ******** and also at ******* location. Both stores have told me that Cracker Barrel gift cards do not expire. Neither card has been used but , neither location would accept either card because there is no PIN number on the card. The first time I was given this number to call - ************- but this is just a recording and when I put the number in - it simply says declined. The next time I tried to use the card I was told they couldnt accept it but told me to call ************. The phone rings but is never answered. I finally found a customer service email but have never received a response. Ive been dealing with this since last October. All the numbers circle round and round and just say declined. No one ever responds to messages or emails. Neither card has ever been used one card is either $50 or $75 and the other is $100.

  

  Business response

  04/04/2024

  Reached out to guest by phone. She will send me the second card number by email and we will send a replacement digital gift card.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sunday, March 3, 2024, I visited your ******** location, which is situated at **********************************************************************************. I have always visited this location and never had an issue. My family and I were waiting to be seated and were advised that the wait time would be around two hours. We agreed to the wait time. Once we got called for our table, they sat us down at two separate tables away from each other. I explained to the hostess that we had set the expectation that we were a party of 7 and asked for one table to sit together, to which she responded that this was the only table available. Nobody set the expectation that we would be seated at two different tables or asked us if two separate tables were okay with us.We decided to combine two tables to sit together. An employee came and advised us that we could not do that. I explained to her that we were a party of 7, had set the expectation from the beginning, and had been waiting two hours to be seated. I apologized for the difficulty and advised her that I understood this was out of her control. I asked her to speak to the manager on duty. She said she would get a manager. After a manager by the name of ********* came to our table, she did not introduce herself, and all she did was shake her head and say, "Nope, you can't do that". I explained to her that we were a party of 7, that we had been waiting 2 hours to be seated, and that we specifically stated from the beginning that we were a party of 7. She had no empathy whatsoever for our situation, which I found frustrating. She did not apologize and stated that combining tables was a fire hazard. I tried to explain that we needed a table for 7, but she was only concerned about the combined tables. I told her that I understood we could not combine the tables, but I needed a table for seven because we signed in with the hostess as a party of 7, and nobody told us we would be seated separately. She responded that there were no tables available for a party of 7. I pointed out that several open tables sat 7 to 8 people. She then stated that there was no server for those tables, that they were short-staffed, that there was a shift change, and that if we wanted a table of 7, we had to get back on the waiting list for another hour and a half. I found it appalling and asked her if she was the manager on duty or the general manager. I further explained that this was an error they made, not mine. When I arrived with my family at the restaurant, I specifically asked for a table for seven and said that If we wanted to sit at two separate tables, we would have asked for that and not have waited 2 hours to be seated. I even asked her if she could be our server since managers are trained in all positions. I kindly asked if she could accommodate us for the error they made without waiting another two hours for a table. However, she immediately responded with a 'no'. She didn't even bother to show any empathy towards our situation.I further explained that I would not return to the waiting list when this was not my fault. I also told her that I found it baffling how two tables together were a fire hazard, but a fireplace was not a hazard. I was not disrespectful in any way or used any profanity. I was simply calm, collected, and firm. I stood my ground, and what surprised me the most was that she had no empathy whatsoever for the situation. She did not seem to care. My sister and I advised her that I needed to understand how it was possible that she was a supervisor and that she needed to take management classes because she needed to have common management values. I then stated I would reach out to the general manager, and she just walked away. I gathered my party and was getting ready to leave when a man walked out of the back kitchen and asked who the lady they were just talking to was, and I responded that it was me. He then said that my party and I had to leave, to which I replied, who was he? He then said he was the general manager and managed every area; I explained to him that we were getting ready to leave because we would not wait another two hours for a table. I then asked why he was kicking us out when we had not done anything. He responded that we were using profanity and that we were being violent. Then he sarcastically said he had all the permits to have the open fireplace in the restaurant and if I wanted to see them. He then insisted we needed to leave because he had called the police. I explained to him that we did not use profanity. He did not bother to listen to my situation or how the events happened. I also asked him if he could review the cameras to see the interaction. He was sarcastic and smart about the situation, and when I asked for his name and the other supervisor's name, he did not want to provide them to me. I was shocked that going to eat with my family had escalated to this matter and that the supervisor and general manager were not helpful or empathetic. I finally said I would call corporate, and he then sarcastically responded, "Perfect, Perfect." That's perfectly fine in a sarcastic smart way.When we left the restaurant, I immediately called my sister, who is an attorney, and explained the situation. She then decided to call the restaurant to hear the manager's point of view and try to come to a resolution. The manager then proceeded to say that he had asked us to leave because we had also used profanity with him and were being violent and that he wanted us to go back to the restaurant so that he could call the cops on us for trespassing. I perceive the situation as discriminatory. The restaurant staff seated my family arbitrarily and disregarded our concerns despite our rights as customers. Moreover, threatened to call the police, although no call had been made. Then, he said he wanted us to come back so he could call the cops on us for trespassing. I believe that if the family had been white, the situation would have been handled differently. On March 8, 2024, I emailed Cracker Barrel's corporate office. I received an email with Ticket Number: ******** stating they would respond within 5 business days. However, I never received a response.

  

  Business response

  04/04/2024

  We have sent your comments to the appropriate department for follow up.

  Customer response

  04/05/2024

   
  Complaint: 21470231
  
  I am rejecting this response because there has not been a resolution to my concerns. To this day no one from Cracker Barrel has actually reached out to me or even attempted to resolve my concerns. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/16/2024

  This complaint is being reviewed by another department. They will reach out to you as as possible.

  Customer response

  04/27/2024

  I dont understand how the complaint is because I did not respond. When Ive been waiting for a response from Cracker Barrel since March. Both times theyve responded to BBB saying that they are reviewing. Nobody has bothered to reach out. My concerns have not been addressed. 

  Customer response

  04/29/2024

  I dont understand how the complaint is because I did not respond. When Ive been waiting for a response from Cracker Barrel since March. Both times theyve responded to BBB saying that they are reviewing. Nobody has bothered to reach out. My concerns have not been addressed. 

  

  Business response

  05/24/2024

  We have replied to the guest by email. 

   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted a request for new gift card since the pin number on back of card is unreadable. they responded back on 3/1/24 with standard message of 5 day response and tracking ticket#. This is now 3/21/24 with no response and no way to track this ticket. According to all the other complaints this seems to be their normal business practice and the only way to get them to respond is to file a complaint against them. This company should be ashamed of themselves for the lies they tell. As i said read all other complaints they are all the same, no resolve just computer generated message that means nothing to them. You took money for gift card with no problem, now make it right.

  

  Business response

  04/04/2024

  Reached out to guest by email for her phone number so we may discuss her complaint.

  Customer response

  04/05/2024

   
  Complaint: 21466241
  
  I am rejecting this response because: I responded to request for  my phone # and received no call. They waited 14 days before responding to complaint. If they had my email then they could have responded to me that way.
  
  Sincerely,
  
  *****************

  

  Business response

  04/16/2024

  Reached out to guest by phone and left a message. Her replacement gift card will be mailed out tomorrow. Following up by email for update.

  Customer response

  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

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  contacted customer service weeks ago was told i would have a response within five days never received a response

  

  Business response

  03/28/2024

  Contacted guest by phone to file his complaint. We are sending compensation.

  Customer response

  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

  04/16/2024

  Emailed guest with an apology and we are sending him extra compensation since he had more than one meal.

  Customer response

  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

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/28/2024

  Reached out to guest by phone. I added compensation to his account.

*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. ↩