Cracker Barrel Old Country Store Customer Service Issues

Dear Customer Service, I am writing to share my recent disappointing experience at your Mid-Town Little Rock, AR restaurant. During my third visit in two months, I encountered poor service, long wait times, and subpar food quality. Today, for breakfast, I waited over 30 minutes without receiving my order before deciding to leave for another establishment. When I tried to address my concerns with the manager, who identified himself as "JODIE" and later as "CHUCK," he refused to provide a last name. This lack of transparency and customer service further exacerbated my dissatisfaction. Despite attempting to contact the corporate office, I was met with an unhelpful phone tree system. This experience has led me to reconsider future visits to your Cracker Barrel location. I intend to share my experience on social media platforms and with the corporate headquarters. I hope that by bringing these issues to your attention, improvements can be made to uphold the reputation of your restaurant. Please reach out to me at the provided number to discuss this matter further. Thank you.

While trying to retrieve a bottle of soda from the ice bucket next to the hostess stand, I accidentally cut my hands on broken glass. Despite feeling my hands burning, I managed to remove several small glass pieces. The hostess mentioned a previous incident where another employee got injured in a similar manner. The hostess insisted I see the manager, who, after a delay, provided bandages but seemed indifferent to my injury. I later found out from the waiter that our drinks were comped due to the inconvenience caused by the cuts and delay in service.

Subject: Disappointing experience at Cracker Barrel Dear Ma'am, I have been a loyal customer of Cracker Barrel for 16 years and have always had positive experiences until today. My son and I visited the Cracker Barrel location at [redacted] Lyles Ln, NW, Concord NC, where we encountered a particularly unpleasant situation. Upon arriving at approximately 12:15 this afternoon for lunch, we found ourselves waiting behind two couples to be seated. After the hostess seated the first couple and then the second, she proceeded to overlook us and begin seating another couple without acknowledging our presence standing just two feet away from her podium. When I brought this to her attention, her response was dismissive and rude, stating that she served only those who were directly in front of her. Feeling disrespected, I requested to speak with the manager, who apologized for the incident and offered to seat us, but I was so upset that I decided to leave. While I cannot say for certain if race played a role in the hostess's behavior, the way she made my son and I feel was deeply unsettling. Having dined at this Cracker Barrel location numerous times without issue, this negative experience was unexpected and disappointing. Thank you for your attention to this matter. Sincerely, Bernard E. Roe Retired Detective NYPD

I recently visited Cracker Barrel with a hankering for their Thursday special, the turkey and dressing. The power went out while I was ordering, causing a 30-minute delay. I ordered turkey, dressing, mac and cheese, sweet potato casserole, and a child's plate of chicken tenderloins, totaling around $30. Unfortunately, when I got home, I discovered they had forgotten the dressing and mac and cheese, the best parts of my meal. I contacted the store, and they suggested I return to pick up the missing items, but that wasn't feasible as I was already settled at home. The entire experience was disappointing, and I believe Cracker Barrel should replace the entire meal at no charge, considering the power outage gave them ample time to prepare my order accurately.

My daughter and I dined at a Cracker Barrel in Shelbyville, Indiana on 9/12/[redacted]. It was mid-afternoon, not during peak hours. Our order took a long time, and we were served the wrong drink. I accidentally spilled my drink and tried to clean it up with our napkins. I requested towels from the hostess to assist in cleaning, but she only brought more napkins. Despite our embarrassment, no one offered to help. After waiting for about 15 minutes, we finally got our server's attention. By that point, we were no longer interested in eating. My daughter, upset by the situation, asked to speak with the store manager. It took four attempts before he appeared. He kindly comped our meal, but I believe upper management should be informed about our disappointing visit. Although I have frequented many Cracker Barrel locations, this was the worst experience I have ever encountered.

I would like to express my gratitude to five store general managers and associate managers at Cracker Barrel. During our overnight stop while hauling our 5th wheel from MA to TX, we were impressed by the exceptional hospitality and assistance we received from the following individuals: - Store [redacted]: Barbara Spence - Store [redacted]: Jonathon Thrasher - Store [redacted]: Bill Hughes - Store [redacted]: Kristy Williquette - Store [redacted]: Peggy Daniels They ensured we had a spacious and comfortable spot, provided facilities, and served us delicious meals for supper and breakfast. Their kindness and hospitality truly made our experience memorable. I hope Cracker Barrel acknowledges and appreciates them for going above and beyond to make our stay enjoyable. Best regards, B. and L. Mitchell

I submitted my inquiry via your contact form on Tuesday, December 2, [redacted], providing my name, email address, and order # for reference. I have been trying to reach Customer Service at the provided number since last weekend, calling multiple times daily. Despite leaving my contact information as instructed after 5:00 p.m., I am yet to receive any callbacks as promised. As of Thursday, December 5, [redacted], at 3:53 p.m. Central Daylight Time, I am feeling extremely frustrated and disappointed due to the lack of response to my efforts to communicate. I am seeking prompt and respectful customer service as a resolution to my concerns.

On December 28, [redacted], I ordered pickup for my disabled husband at Cracker Barrel Store [redacted] in Edmond, Oklahoma. Unfortunately, upon arrival, we discovered that several items were missing from our order. Despite our efforts to contact the manager, Alvin, he was unresponsive, leaving us standing at the store waiting for a resolution. After a considerable delay, the missing items were eventually provided, but by then the rest of the food had turned cold. Disappointingly, there was no apology or attempt to make things right from the manager, further solidifying my negative experience with Cracker Barrel's customer service. Moving forward, I will be taking my business elsewhere if this is the level of service they continue to provide.

I frequently order food online for pick-up, but my recent experience left me disappointed. Despite arriving early, I had to wait in my car for over 20 minutes before going inside. To my dismay, my order had been ready and waiting on the top shelf for about 10 minutes. I ordered the new tenders with maple glaze, carrots, fried apples, and a fudge Coca-Cola cake with ice cream, totaling $15.58 with a 15% tip. Unfortunately, the tenders were dry without any maple bacon glaze, missing the ranch dressing. The vegetables were cold. Although the cake was warm, the ice cream had melted. This experience fell short of my expectations. I simply wanted to share my disappointment and urge you to address these issues. Thank you.

My name is Jon, and I've recently had another disappointing experience with phone orders. It typically takes me around five minutes to connect with a live person to place my order. Unfortunately, there have been instances where my order was not communicated accurately, leading to missing items or substitutions with random ones upon pickup. While I used to trust the orders without double-checking, I now feel it's necessary due to past errors. The Buford, GA, Lanier Parkway store is conveniently located for me, but it's disheartening to encounter these issues. Despite this, I appreciate the quality of your food and visit the restaurant at least twice a month. I believe that additional training and better quality control are essential during these challenging times. I did speak with a manager who was understanding and encouraged me to give it another try in the future. Thank you.

On May 24th, [redacted], around 4 pm, my husband and I visited the Calera, Alabama Cracker Barrel. We ordered drinks, but there was confusion with two waitresses. The second waitress brought incorrect sides, and I had to send my plate back due to allergies. After a slight mix-up, the manager came over, and despite my frustration, I used a curse word. The manager reacted poorly, and we left without paying. The situation was handled poorly, and I felt disrespected, leading us never to return to the restaurant. I work in HR and understand the stress in the job market, but still, the incident was uncalled for. I'll also refrain from purchasing gift cards from the establishment in the future. I plan to file a complaint with the Better Business Bureau. - D.T.

We recently visited Cracker Barrel in Burlington, New Jersey, for what will be the last time. Despite being loyal customers who frequent various locations nationwide, our visit was marred by a disagreement over mask-wearing. Yesterday, after facing a long wait, we left and dined elsewhere. Today, as we attempted to dine at Cracker Barrel, we were repeatedly asked to wear masks by the staff, even though we politely declined due to health reasons and personal beliefs. This led to a confrontation with a cashier named Debra and later with a shift leader. We felt our rights as citizens were being violated and decided to leave. We prefer to support businesses that respect our freedom of choice. Sadly, after many years of patronage, we have decided to take our money elsewhere. Thank you, Cathy Corle.

I purchased a $50 e-gift card from Cracker Barrel on December 15, [redacted], for my sister-in-law in Walterboro, South Carolina. The order confirmation number was provided, but when she tried to use it at her local Cracker Barrel, the staff required a different or longer number not found on the e-card purchase receipt. Despite multiple calls in January and March, the issue remains unresolved. I ended up buying a regular gift card and mailing it to her to solve the problem, essentially spending $[redacted] for a $50 gift. I am seeking for Cracker Barrel to void the e-gift card, refund my credit card, or provide a regular gift card as a resolution. Thank you, Joe Ellen Bryan.

I regularly dine at Cracker Barrel while traveling, and on 5/17/21, we visited location #35 at 6:23 PM. Unfortunately, the experience was far from pleasant. The establishment was unkempt, with debris on the floor, not meeting the usual high standards. Post-dinner, I found the restroom to be dirty, with an employee's apron left hanging on the stall door. We were too tired to address the issue at that moment and left feeling disappointed. I felt it was necessary to bring this to your attention.

Living near the Cracker Barrel on Dixie Highway in Louisville, KY, my family has been loyal customers for over 30 years. However, I must express my disappointment with the recent decline in food quality and missing menu items like the haddock and maple chicken. While I enjoyed the grilled trout, it was shocking to find omelets gone when we visited on June 8. The biggest issue we encountered was the incredibly slow service with excessively long waits. Despite ordering before 1 PM, our food did not arrive promptly. My scrambled eggs were not cooked to my preference, but due to the fear of lengthy delays, I hesitated to send them back. The delays were apparent with other diners too. The waitress seemed overwhelmed, possibly indicating short-staffing. Upon sharing my concerns with the manager, the response was unsatisfactory and insensitive to our recurring service issues. We have noticed this delay in our multiple visits recently, which is disheartening. While uncertain about returning soon, I hope this feedback helps in improving service for future patrons. Thank you for your attention-Kathi A.

I visited Cracker Barrel in Council Bluffs, Iowa on 7/5/[redacted] to celebrate my husband's and sister-in-law's birthdays. We waited for 20 minutes for a table and were then seated at a less desirable table near the reception area, even though many other tables were available. The noise from other customers waiting around us was disruptive. We were informed that they were short-staffed, so we ordered simple breakfasts. Unfortunately, the food arrived barely lukewarm and quickly turned cold, rendering it inedible. The service was lacking as well; when we asked for jelly for our untoasted toast, we were given only one packet each. The experience was disappointing, considering it cost around $25. I remember when Cracker Barrel used to serve hot, delicious food worth the wait and money. It's a shame that our recent experiences have been so subpar.

Hello, I am Shaun Stringer. I visited the Greenbrier store in Chesapeake, VA on a Saturday night around 7:20 pm with my wife. I openly carried my firearm, as I usually do for protection, while we waited for our table. After about 10-20 minutes, the manager approached me and requested that I secure my weapon in the car, which I did. I suggested putting up signs prohibiting firearms, but the manager insisted it was their policy not to display such signs. Despite having carried my firearm there before without issue, the manager, a medium-built bald black gentleman with glasses, was dismissive and did not listen to my concerns. I simply wanted to know if it is against company policy to carry firearms in the store. I appreciate your prompt response. My email is [redacted]. Thank you for your attention. Shaun Stringer986

I recently ordered a meal from Cracker Barrel in Evansville, IN for curbside pick-up. Despite informing them twice that I had arrived and calling after 15 minutes, my food was still cold when I received it. Even after attempting to warm it up, it did not taste good. This is the second time I've encountered issues with my orders from them, as previously my order was incomplete. Today, my food was just cold. My order number is [redacted]. I paid using my bank card. I would like to request a refund for my order. Thank you. Nancy B.

I wanted to let you know that my husband informed me that the digital comp card you mentioned sending never arrived. Dear Bobbie, We sincerely apologize for the inconvenience you experienced. At Cracker Barrel, we value every guest and strive to provide a welcoming environment. We are sorry for not meeting your expectations and want to earn back your patronage. In an effort to show our commitment to you, a digital comp card will be sent to your email. Please expect it within three (3) business days. We hope you accept this gesture and give us the opportunity to make things right. Thank you for your understanding. Best regards, Kelly Trackwell Guest Relations Representative Cracker Barrel Old Country Store, Inc.

Hello, I previously contacted you by email regarding an issue we encountered at Cracker Barrel and wanted to follow up on the matter. It seems we did not receive the digital comp card you mentioned in your previous response, which was disappointing. I was reminded of it by a neighbor recently. Thank you. --- Best regards, Bobbie V. [redacted]