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
- 331 total complaints in the last 3 years.
- 74 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:06/12/2025
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.
June 8th 2025 I went to cracker barrel in ***************** and made an order that was over ***** and the loaded potato was more than loaded with food it was loaded with mixed in hard plastic that got stuck in my throat and thank GOD i was able to cough it up .
Business Response
Date: 06/19/2025
We have forwarded this complaint to the appropriate department for handling. Someone will follow soon.Initial Complaint
Date:06/08/2025
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.
At ***********,IN Cracker Barrel. Went in to eat, ask for Sunday Chicken, no longer on their menu!Ask why, said no longer on their menu?Ordered Pot Pie instead. Came out very brown crust, said that was their last one! Not good at all.Then my sister ordered her food, portions were very small . What has happened to this store??We will not return to *********** again.This for ***************** food, she ordered Signature Fried Chicken.Business Response
Date: 06/19/2025
Reached out to the guest by phone. Left a message. Will follow up by email. Sending digital compensation card.Initial Complaint
Date:06/06/2025
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 have a online account where I earn points and I eat lunch at the ********* Cracker Barrel everyday. Today was horrible and completely uncall for. If I dont get some kind of resolution, I wont be back. I waited over a hour for a to go order. Then the food was cold, biscuits burnt, didnt get half the condiments I asked for and the tea was unsweet. I called the manager at this Cracker Barrel only to be left on hold with no one ever picking up. I have never been anywhere at all to get food and have this horrible of service. If you dont have enough people to fill the orders then you shouldnt keep taking them.Business Response
Date: 06/11/2025
The guest was sent an apology and digital compensation card via email on 6/7.Customer Answer
Date: 06/11/2025
Complaint: 23434623
I am rejecting this response because: I eat at your restaurant everyday and I have proof and I wait a hour and 25 minutes for food and the food wasnt fit to eat. I think you could of done a little better than a $20 gift card with all Ive spent there
Sincerely,
Lexi ******Initial Complaint
Date:05/30/2025
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.
Visited my local CB around 04/18/25. Had a bad experience. Spoiled ham, replacemenr ham took so long to come out, server wasnt nice, cashier swiped my daughters hand out the way at the register when she touched some jelly beans. Submitted my experience around 04/20/25, was told someone would be in contact with me and havent been contacted to make it right!Business Response
Date: 06/11/2025
We have now reached out to the guest and sent a digital compensation card.Customer Answer
Date: 06/11/2025
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:05/30/2025
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 ordered campfire chicken, I received campfire beef. My receipt also indicates campfire chicken. I discovered the error as soon as I got home. I work long hours, and dont really have time go back to the restaurant for correction. Incidentally, the campfire beef was delicious. It was a little salty, But very tasty. I eat very little beef because of digestive issues. Everything about my experience was good at the ********, Cracker Barrel located on *****************. Those that attended to me were courteous, kind, attentive, and even though this was a carry out, service was great! The only problem was, even though I paid for campfire chicken, the receipt indicated campfire chicken, I received the wrong dish. This event occurred 27 May 2025 at 7:46 PM. Total paid was $15.65, this includes tax. Regular price was $14.49. Desired resolution is for Management to put more emphasis to employees on getting takeout orders correct. Some restaurants will briefly open the lid so that the customer can see that their order is correct before they leave the restaurant. Thats not a bad idea. At most restaurants, I will check. Ill check dish before I leave the restaurant to ensure correctness. However, at Cracker Barrel I had a higher expectation, therefore did not think to check before leaving the restaurant. Cracker Barrel has a good name so please emphasize Quality and dont become complacent. I enjoy your restaurant and look forward to eating there again. No settlement desired.Business Response
Date: 06/11/2025
We have reached out to the guest by email with and apology and will send a digital compensation card.Initial Complaint
Date:05/28/2025
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.
I have what was called a Return Card that was issued perhaps 5 years ago, which says No expiration Date. It is made of cardboard. I would like to know if there is a balance. Because it is made of cardboard when the cover over the PIN number was removed it tore off the number or there never was one, hard to tell. It is impossible to talk to a human when you call and cant use automation as I cant enter a PIN number. I took to a ******************************************* they said without a pin they cant tell me if there is a balance.Just want to talk to someone, if there is a balance, it is my money.Business Response
Date: 06/11/2025
We have reached out to the guest to obtain the gift card number so we can assist.Customer Answer
Date: 06/11/2025
They responded that they asked for the card number, not true. its on the complaint . I that provided information from the start. Really how hard is it to look it up the number?Initial Complaint
Date:05/20/2025
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 Sunday May 4th 2025 I noticed a charge from the Cracker Barrel in *********** and my issues was I was never in ***********. I fact I am going through treatment for stage 4 cancer and was in ********** during this time at the *************. So hundreds of miles away. I contacted my bank they stated that after 60 days they can no longer file a dispute due to their agreement with ***** And the best course of action would be to contact the merchant directly to see if they would just reverse and refund the charge. So I contacted the store in ******** ga and spoke to a manager she wouldn't give me her name but she took my info the date of the charge, amount, last 4 of the card and phone number she promised to follow up and do anything she could to fix this. However after 4 weeks there been nothing at all from cracker barrel. This has just created me more stress dealing with this issue. I'm hoping someone maybe at the corp leave can resolve this issue and refund this charge please. I'm already going through a very difficult time and this just adds to the situation. I will include a screen shot of this charge.Business Response
Date: 05/29/2025
A refund was processed today, and we followed up with an email providing an update.Customer Answer
Date: 05/29/2025
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.
I was also notified by the bank that this refund is pending.
Sincerely,
****** GanadInitial Complaint
Date:05/12/2025
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 5/11/2025 I ordered a curbside order from Cracker Barrel on ********************* in *********. For 5:15 PM. Order # *****************, for 3 meals and silverware and condiments. The cost was $38.97 to which I added the 20% tip for a total of $46.76, paid by Gift Card.I arrived at 5:15 notifying the store I was there in spot 4. The store acknowledged that my order would be out shortly. I waited till 5:33 and called the store. I was told they would check on it. After being on hold for 4 minutes (checked my phone log) I was told it was almost ready and it was being put in the bag. At 5:48 I called again and after 1 minute and 24 seconds of waiting, I was disconnected. I called back at 5:50 and I hung up (after 1 minute) when my order arrived. Upon arriving home, there was no ToGo silverware and no condiments. The food was cold (possibly it was ready at 5:30 and sat around another 20 minutes) The carrots were so cold it was like they had just come out of a can. Fortunately I brought the food home, where we had silverware and condiments and could heat things in the microwave. Otherwise I would have been eating cold chicken and noodles with my ************* at 2:57 PM, I called the store and spoke to the manager. All she offered was to write my name down for a free meal. I told her that it needed to be for the 3 meals, since there is no way I am going to have to buy meals for the rest of my family and make them more money. She responded by saying have a good day and that ended the conversation.Cracker Barrel will or will not compensate me in some way for the meals. But I believe that the $7.79 tip should be refunded. I am still of the old school belief, where tips are given for good service, not something that is automatically expected. I feel that the $7.79 was stolen from me, as I did not receive the service that should have been provided for a 20% tip.Until this mater is resolved, I will not eat at any Cracker Barrel as it would be impossible to enjoy myself.Business Response
Date: 05/13/2025
We replied to the guest with an apology and complimentary meal card. A full refund was also issued for the 3 meals.Customer Answer
Date: 05/17/2025
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.Thank you for your help in resolving this matter.
Sincerely,
******* *******Initial Complaint
Date:04/29/2025
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.
Incident Date: Monday, April 28, 2025, at approximately 7:30 PM Location: Cracker Barrel, *********, ** my hometown restaurant been going here since I was 18 i am 39 now.On Monday, April 28, 2025, at approximately 7:30 PM, I had the worst experience I've ever had at Cracker Barrel, completely ruining a family outing with my husband and two children. Our server, ******, was uncheerful, impatient, and made us feel like we were an inconvenience from the beginning. His poor attitude impacted our experience so severely that I lost my appetite and ended up in ******** husband is diabetic and relies on carefully balanced meals to manage his blood sugars when taking insulin. He ordered the Old Timers Breakfast, which includes eggs, sausage, hashbrown casserole, and biscuits with gravy. However, when his meal arrived, the biscuits and gravy were missing. ****** did not inform us when we ordered that these items were unavailable, nor did he mention it when serving the incomplete plate. He simply walked away without explanation.When we flagged ****** down to ask, he finally told us they were out of biscuits and gravy. He made no attempt to offer an alternative. I suggested substituting pancakes, but ****** said he would "have to ask a manager." He returned and informed us that no substitution would be ******* husband remained hungry and without a proper meal, which could have severely impacted his blood sugar levels. This was extremely dangerous for him as a diabetic lack of sufficient food after insulin intake can cause hypoglycemia, which can be fatal.Throughout this entire situation, ****** showed no apology, no empathy, and took no real responsibility for the mistake. His attitude was completely unacceptable.Desired Outcome:I am requesting a full refund for our meal and assurances that ****** will be retrained to properly handle customer service issues, especially those involving customers with health concerns.Business Response
Date: 04/30/2025
We have refunded the guest and will send compensation for a future visit. We left a voice message at the number provided and also reached out via email to the guest.Customer Answer
Date: 05/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:04/21/2025
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.
Received a lantern with snow/water oil mixture. ******* has leaked all the liquid out. Is it harmful? What does it consist of?Business Response
Date: 04/26/2025
Reached out to guest by phone. We are contacting our ***************** for assistance with this issue. We will follow up with the guest next week.
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