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
- 322 total complaints in the last 3 years.
- 71 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:04/14/2025
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,
******* ******Initial Complaint
Date:03/14/2025
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.
I am done with the post drive ******* location. I have never had a worse experience at any restaurant than that location. Everything single time I order I make the 20 min drive then on top of that I have to wait another 45 minutes in the store. Whenever theyre out of a side or something they dont tell me and just put something random or dont give you a replacement at all. Nearly every time somethings missing from my order. Ive been compensated before with a dine in only coupon. I literally only make online orders. Support is never willing to help they just say heres a dine in coupon that probably wont work have a good day. I asked for a refund for the meal and they claimed they cannot give a refund once the order is processed. How can you process an order by giving me what I didnt order? One of the items order was strawberry shortcake French toast. After waiting 45 minutes. Im told Im given something different because they dont have what I ordered. I was given apple French toast. What if Im allergic to *****?Business Response
Date: 03/15/2025
A refund was processed for this guest. We followed up by email to the guest. We sent the District Manager for the location he visited a copy of the guest ticket.Customer Answer
Date: 03/15/2025
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:02/24/2025
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.
Order was placed through Cracker Barrel online ordering system. Order never showed up. Order was picked up by Door Dash driver. After waiting over an hour for delivery I called the restaurant and they informed me the order was picked up a while ago but driver never delivered it. I was instructed to call Door dash for refund. Door dash only granted me $11 refund and informed me the remaining refund was Cracker Barrels responsibility since the money was processed to the restaurant and door dash has no control over that. I was transferred to the restaurant manager after closing time of 11 pm and he was very rude and said they are only responsible for making the food. Whatever happens outside of that is not their responsibility. So I am stuck between 2 corporations not wanting to claim any kind of responsibility for this issue. The total order was about $42 and of that I am only receiving $11 back. Very frustrating. I am not in a position to be losing $30.Business Response
Date: 03/06/2025
We have reached out to the guest requesting additional information to assist us in locating the order.Initial Complaint
Date:02/19/2025
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.
*************** is advertised for all kinds of issues yet they wont return phone calls. Insurance **** *** is committing fraud and charging for insurance policies not signed up for and Im being FORCED to keep paying for. I shouldnt have to quit my job to stop it, but no one is helping or even acknowledging me. I want my money back because I have not used any services for the policy I didnt even want.Business Response
Date: 02/21/2025
This information has been forwarded to the appropriate department for handling. Ticket ********Initial Complaint
Date:01/28/2025
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 December 24, 2024, I purchased a $100 Cracker Barrel gift card from a third-party merchant as a Christmas gift for my 80 year old ********* later than January 21, 2025, the company closed their **************, ***** location, with no prior warning. This was the only location in the state of *****. The next closest locations are more than seventy miles away.I utilized the company's customer support ticketing system. They "helpfully" advised that their gift cards do not expire and could be used at any of their other locations. My octogenarian mother does not have the ability nor desire to travel distances of over 70 miles to use a gift card for a chain restaurant that closed less than 30 days after the card was purchased.I made follow-up replies to the Guest Relations Representative that answered my ticket. After more than 72 hours, there have been no further responses to my ********** this point, Cracker Barrel has essentially stolen $100 from me and I am, again, kindly requesting my money back. This is not a case of buyers remorse, the company no longer geographic presence in my area.Business Response
Date: 02/05/2025
I reached out to the guest on 1/31/2025 by email requesting a mailing address. We will send a refund check for the balance of the gift card. I will follow up by email today.Business Response
Date: 02/05/2025
Update--We have the guest address and we sent this request for a refund check to be sent. It will be up to 2-3 weeks for processing before this check is received.Customer Answer
Date: 02/08/2025
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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