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Complaint Details
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Initial Complaint
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to the Cracker Barrel in *********, ** I always go there for the grill Catfish Dinner sometimes I stay some times I get take-out. Sunday I walked in placed and order I waited 1 hr. and a half which is fine a manager took my order I believe his name is ****** or close to it. I ordered the grill catfish 3 sides for $17.49 and the 2 pc catfish with two sides for $15.99 I was charged for 5 sides as you can see he took the order never did he say those sides don't come with he order is was crowded and sure he was ******* to get people out its his job after waiting an hour and a half i just paid the check and left, he is price gouging. I called the next morning and he said I ordered premium he took no responsibility for the way the order was placed why would i spend that much money at Cracker Barrel, he made the mistake, I eat in and order the same thing he says the staff must be making the mistake...well who fault is that? I would like my $10.85 back why would I pay $17.49 for two small pieces of catfish and $15.49 for two pieces of catfish. It's on the menu as priced if his waitresses are getting it wrong ...train them better. I would like my overage money back in the future I will check before I leave.Customer response
11/05/2024
I have not heard anything from Cracker Barrel, this is the same way the manager was, he did not care I will still wait for a response.
Business response
11/07/2024
A refund was procssed a refund for you for the overcharge. We are sending compenstiaon. An email was sent to the guest from Guest Relations with an update.Initial Complaint
10/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Be advised I have two comp cards I attempted to use at the ***********, west va location. As you can see by the comp card numbers they are active comp cards but the *********** location could not get them to work. They said they scanned them and neither one would work. The managers name was ****** and he was very rude and did not even try to get them to go through. I have had this issue before at the *********** location with comp cards not being able to go through. I dont think they know what there doing at the store. As you can see by the comp card numbers they are active comp cards. I am not trying to continue to go through this issue at this location anymore so I respectly ask you to mail me physical gift cards so they will go through for now on because this store does not know what there doing. Please email me back for my address so you can mail me physical gift cards and not these comp cards since the *********** location does not know how to get them to go through. Here are the comp card numbers. ******************* *******************Customer response
10/24/2024
1. Store location- ********************************************;
Street - ********************************************;
City- ***********
State- *******Business response
11/02/2024
We mailed out a gift card on 10/30/2024. The gift card was mailed from **. I emailed the guest to confirm the card was receivedInitial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Below is a copy of the emails I have sent to the on-line Cracker Barrel customer complaint office. It has been way more than 5 business days. The card had a balance of $50 on it. I went to pay the bill and was told that the card was empty. How could it be? It had never been out of the package. It was dated 2018, so perhaps the company shuts down cards that old. I called ************ and the recording only allowed for me to enter the number and tell me that it had a 0 balance. I called ************ with the same response. It was impossible to speak to a person. What kind of customer service is that?The card number is 3086 3999 4712 4276 921 Pin **** With all those tracking numbers on a card, it seems like someone should be able to tell me what happened to the balance. Now I am not even sure anyone answers emails, or do they just sit in the inbox. I look forward to someone contacting me before I contact the Better Business Bureau. Hoping to hear from you sooner than ***************************** on behalf of; Cracker Barrel Email Support <**********************************************************************************************************>Dear ******,Thank you for contacting us. We enjoy hearing from our guests as we strive to be a caring home-away-from-home.We appreciate receiving your recent feedback. A replacement card for ***** was send 08/09/24. Please be sure to check your spam. Thanks again for your comments.Sincerely,******* Guest Relations Representative Cracker Barrel Old Country Store, Inc.I checked my spam. No replacement card was ever sent. How odd they would suggest that I should check spam. It is also unusual that the dates on emails don't line up. They replied in another email that a ticket number had been created after they said they sent a gift card. I hope that the Better Business Bureau will help resolve this issue.Business response
11/02/2024
Reached out to guest by phone. A replacment card was sent to her today. She confirmed it was received.Initial Complaint
10/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date of transaction was 10/05/24. Time receipt was printed was 5:42 PM. Receipt #OT-00000549869. I paid via QR code at the table with my phone which apparently makes it impossible to add your points to your account. The guest relations at the store told me the only way to resolve it was to email guest relations online. Unfortunately, they will not allow me to submit my claim because their system says my receipt number is "not valid." I tried removing the dash, even the first two characters, nothing works and it will not allow you to contact them any other way. I called ************ to try and speak with someone there, but it is completely automated and gives you no option to speak with anyone, nor to leave a message requesting a call back.Business response
10/18/2024
Called guest and left a message. I followed up with an email requesting more information from his receipt for review.Initial Complaint
10/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order through cracker barrels website that was delivered by ********. I called cracker barrel and was told that since it was delivered by doordash I had to contact them with issues because it was processed through doordash regardless of whether the order was placed on their site or not. I ask filing a complaint against them as well as I don't know who is responsible. ******** customer support put me on hold and then hung up on me. I then tried their chat support where 2 agents ended the chat abruptly saying they couldn't help me and didn't wait on any response. So both companies are failing to take responsibility and that leaves me not getting what I paid for with no resolution. My order was missing 4 items. An apple juice, a coke, and 2 of the weasel ***** from the store side of cracker barrel. That's about $25 worth of stuff missing from my order and I prepaid am $8 tip which never would've happened if I knew this was going to be the result as well. Probably not the drivers fault but the fact is, I never received what I paid for.Customer response
10/07/2024
This is the wrong cracker barrel. It's the one on Waycross, ga. I'm not sure if this is the corporate one or something listed but I couldn't find Waycross listed and i thought I had clicked the one for brunswick ga that said all northeast ******* and *************Business response
10/08/2024
We have reached out to the guest by email and will send digital compensation.Initial Complaint
10/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a $500 Cracker Barrel Gift Card from Cracker Barrel over two weeks ago, with an ETA of three days from days of purchase which was September 16, 2024. They do not return phone calls, nor emails, leaving me without a gift card and out $500.Business response
10/04/2024
We are in the process at this time of resolving the guest issue.Customer response
10/07/2024
While Cracker Barrel may say they are working to resolve this issue, it will likely take longer than the ten day limit mentioned in your procedure(s) to get a valid response. They promised me money last week and I have not seen it. Further, due to their inability to respond to any type of messaging from me using the options available on their website, I doubt they will act accordingly and assist in returning my money. If they do, I am sure they will not return all of my $507.95. Their lack of response to my initial requests for an update is what led to this. In summary, no I have not seen my funds returned to my card, nor have I seen the gift card I ordered...so "No" the problem is not yet resolved.Customer response
10/17/2024
While Cracker Barrel may say they are working to resolve this issue, it will likely take longer than the ten day limit mentioned in your procedure(s) to get a valid response. They promised me money last week and I have not seen it. Further, due to their inability to respond to any type of messaging from me using the options available on their website, I doubt they will act accordingly and assist in returning my money. If they do, I am sure they will not return all of my $507.95. Their lack of response to my initial requests for an update is what led to this. In summary, no I have not seen my funds returned to my card, nor have I seen the gift card I ordered...so "No" the problem is not yet resolved.Business response
10/18/2024
We resolved this issue on 10/10-guest mentioned the refund her requesed has posted to his account.Customer response
10/25/2024
Better Business Bureau:
It is too bad it took dozens of phone calls, emails and chats/messaging over the course of three weeks to resolve this. This is literally the worst retail experience I have ever been put through. Eff Cracker Barrel.
Sincerely,
former CB CustomerInitial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
5/19/24 I picked up a take out order for my folks at the Maumee Cracker Barrel on my way to their home in ***** coming from ********, ****. I paid with a $10 digital gift card and gave **** debit card for the remaining balance. I was asked to run the card through twice. The clerk had difficulty with the printed digital gift card, but assured me, it was applied to the bill. She then kept my printed digital gift card. She also assisted with transaction POS trying to complete the payment. I was assured that I would only be charged once and finally left as it took a long time and I had another 30 mile drive. The next morning I checked bank app to find 2 separate charges were placed on debit card. I checked my receipt and was upset to find not only was I charged two different amounts on debit card, I was charged for a $3.79 tip that I didnt authorize, I was also charged for a salad separately for $2.49 that was supposed to be included in the dinner (per my Mom who placed the order ) I was never credited for my digital give card and it was not returned to me either. **** debit was charged an extra $10 instead. I immediately called the store on 5/20/24 in early am to have corrected. Im was told it would have to be reviewed and they no longer had my gift card. I was supposed to receive a call back that never happened. My Mom had major cancer surgery on the 21st of May and I explained I was not able to get back to the store. Since May I have tried to resolve this issue, but to no avail. I cannot get anyone (including The ** *****) to even call me back. I have made numerous calls and filed corporate complaint but they keep dismissing my claim cause they dont understand that I was charged twice and keep saying their records show I wasnt. I dont have a copy of digital gift card as they kept it. I was told I would be refunded from store associates, but it never happened. I have spoken with: *****, ******* ******* **** **; all separately over the phone. No resolution.Business response
10/04/2024
We have ticket for this request. A refund was processed on 9/18/2024. I reached out to the guest by email to respond and let us know if she has not received the refund.Customer response
10/11/2024
On 10/1/24 I sent an email response to tsharp@gobbb.org. Since I already replied I am wondering why I received this message. I didn’t receive a credit until 9/23/24, not when they said it was done. The credit came after I filed the complaint with BBB, even though I had contacted them since May to correct.
I did explain that they didn’t address the gift card or contact me regarding the way I was treated by their employees. They just adjusted amount on the receipt, but I said I would accept that to close the matter. However, my feelings towards the company have not changed.
Carolyn ForsterInitial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
i visited cracker barrel fir a veggie plate and the mashed potatoes were clumps of potatoes.... like if you refrigerate them and scoop them out....kind of stiff like....i thought if i heated them up they would be better but nope....didn't help at all.... long story short i filed a complaint and kajal responded saying i would get a comp card email in 3 business days but i never received it.... i reached out to him twice and he still has not responded the complaint was on the 29th of august and it is seot 7thCustomer response
09/10/2024
required documentationBusiness response
09/24/2024
Guest was contacted by phone. We sent a dig comp card to her email. She said it was not received. We are sending comp cards by mail to the address she provided to BBB.Customer response
09/24/2024
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.i did receive the comp card 3 days ago via email... i believe the rep ***** had got the complaint ticket numbers confused because i did complain befor about some summer tea... i appreciate the reaching out and the card
Sincerely,
******** ******Initial Complaint
08/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I just signed up for rewards today & was told yesterday by Cracker Barrel that I could use my current 2024 receipts, but have to do it on-line. However; I continue to call **************** ************ & can't reach a live person to resolve this issue. Therefore; I'm hoping you can assist to either add these receipts to my rewards, or let me know how I can do this. Please see my attached 3 receipts that the Cracker Barrel (CB0029) told me on 8/21 would count toward my rewards.Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
8/17/24 contacted support through email for terrible food and wanting a refund, they told me to provide the details of the receipt and the picture of the receipt, provided all of that right away and still have heard nothing, i even emailed twice to follow up and got no response! Sent all info back to the email. I want a refund! email from them:**** ****** Dear ****,Thank you for contacting us. "Please share the following details for further assistance:Total Amount Paid:Last Four Digits of The Card and type: 5951 Date of Your Visit: 8/17/24 Store Number And Location: Both 0282 ****** Fl Receipt Number Or Copy of Receipt:" ********* now,******* Guest Relations Representative Cracker Barrel Old Country Store, Inc. ref:!00D4P0gUb6.!500U10ErMiI:refBusiness response
09/24/2024
We sent a compensation card on 8/22 with a separate letter on 8/21. I called the guest and the letter and comp card was not received. I processed a full refund today.Business response
10/04/2024
A refund was processed for the guest on 9/24. Comp card was also sent. Emailed to confirm order was received.
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Get a QuoteCustomer Complaints Summary
335 total complaints in the last 3 years.
148 complaints closed in the last 12 months.