Cracker Barrel Customer Service

User Reviews, Ratings and Comments

Cracker Barrel customer service is ranked #451 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 33.75 out of a possible 200 based upon 520 ratings. This score rates Cracker Barrel customer service and customer support as Disappointing.

NEGATIVE Comments

487 Negative Comments out of 520 Total Comments is 93.65%.

POSITIVE Comments

33 Positive Comments out of 520 Total Comments is 6.35%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Cracker Barrel

    Customer Service Scoreboard

    • 33.75 Overall Rating
      (out of 200 possible)
    • 487 negative comments (93.65%)
    • 33 positive comments (6.35%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.8 Issue Resolution
    • 2.7 Reachability
    • 2.0 Cancellation
    • 4.0 Friendliness
    • 3.2 Product Knowledge

Add your review!

Posted by Anonymous


My friend and I tried to order online tonight which did not work. I then called our local Cracker Barrel in Troy, Illinois. The person that answered my call could not understand your menu items. It took 14 minutes to place a simple order. Will not recommend calling in orders anymore. Very disappointed in this process. Then when I get to the store to pick up and tell the staff they tolls me they have all kinds of complaints about the process.

Posted by Customer No More


Ordered online for a curbside pickup at the Pearland, TX restaurant. Discovered their "I'm Here" text link does NOT work after we called the restaurant and asked for order. After waiting 30 minutes, we had to go into the restaurant to get our order. We had placed a tip on our order. They would not refund our tip. Worst of all, our food was cold!

Posted by Anonymous


This evening my husband and I ate at the Franklin KY Cracker Barrel. While waiting to be served I noticed how dusty the items on the wall and the wall itself was. So much so someone has run their hand through it and left a line in the dust. I looked around and everything had a coat of dust on it. No one wants to eat with that much dust around them. A good cleaning is definitely in order.

Posted by Bette Riley


We eat at Cracker Barrel in Powell Tn at least 3 times a week. ( during the times of 10am-1pm). Tonight we went to CB at 8pm and it was horrible! My 100% disabled Vet husband got breakfast (eggs, sausage, hash browns .. I got mashed potatoes, country fried chicken green beans! The food on my plate was totally cold and my husband eggs were not done at all. They were suppose to be over easy.... We told manager but he just deducted 10 % on my husbands meal. Very very disappointed. We never dreamed the food at night would be so different from the noon meals. ??

Posted by jeff


Cracker Barrel is a terrible company. I did a on line order and received the wrong item.
I have spent 2 weeks trying to get a hold of someone, not one response back. I hate this company. So bad ripping people off.

Posted by Tonnie


December 27, 2023 I have been going to this cracker barrel Corden Indiana CB0443 on the top of my receipt. I don't know what the issue is with all these Cracker Barrel's but this experience this time was hideous dirt hanging from the doorways dust balls hanging from all the above equipment tools it took one hour and 45 minutes to get two plates of food. very cold and hard. The meatloaf was terrible. I had country steak with the wrong gravy barely could even cut through my country fried steak biscuits. Cornbread was hard to throw it through the wall and probably wouldn't even break. This place is nasty compared to when I've been going for the last 25 years there what's wrong with all these Cracker Barrel's? It's ridiculous. You are going to go down in business. If you all don't get these doors, close clean everything above our heads while we're trying to eat your hardcode food and our bill was totally wrong took me three times to get the waitress to correct our bill. This is. Ridiculous and I'm not going back until I know you have cleaned everything above our heads on all those tools memorabilia's and horse some people that know how to cook food and serve it on time without it being hard and cold. This is ridiculous. This is my hometown and other cracker barrel's. I have went to in Kentucky is the same nasty disgusting service and food. Wake up cracker barrel you're going to be closing up real soon all over America if you don't step on it and take care of these corrections I've never been disappointing in my whole life with all the cracker barrel, so I have attended to.

Posted by Deedeebee


My husband and I had lunch at your store in Gastonia, NC on Monday, December 11, around 1:30. We have always had great food and service there until that day. The service was slower than usual, but our server was so professional and sweet. She kept apologizing. My husband ordered chicken fingers and mashed potatoes. The fingers were not as well cooked as usual, and there was a teaspoon of potato. The cornbread muffins were hard and apparently old. We took a to go Peach cobbler. It consisted of a couple peaches with a cookie on top. Not cooked in any way. I called for 2 days to speak to a manager and on the second day, Tammy ( manager) told me to go somewhere else for cobbler. Wow. It is no wonder your stock and business are steadily declining.

Posted by Susan j


Just got home from the Crawfordsville, Indiana Cracker Barrel. my husband and i were traveling and we stopped at Cracker Barrel. Looking forward to a good meal.. we hadn't ate all day. We're both pretty hungry..
We were seated right away, which was great, unfortunately went downhill from there.
Our waitress took a while to get to our table and take our order. There seem to be a party going on on the other half of Cracker Barrel.
Who actress messed up our order and gave us cold food. The waitress only gave us part of our order it took a long time to get our sides.
We ended up not getting the sides. We ordered as she said they were out of them when she finally came back.. The bun on my burger was cold like it came out of a refrigerator. The burger was so salty. I could not even eat it as after a couple of bites I just couldn't do it anymore.. The team my husband ordered when she first took our order was never given to him. Repeatedly asking for the things I ordered from the beginning and getting them one by one in a very untimely manner. We were hungry, but unable to eat the food. They gave us at Cracker Barrel so we asked for to go boxes as we figured we could give it to the dogs when we got home..
Needless to say, it was a very disappointing, gender date. We have been going to Cracker Barrel for years in many states with our travel as Cracker Barrel used to be a place that you could count on the food being good, as well as the service.
We were highly disappointed.

Posted by shafted


Edmond OK, This location has bad management! That's the BIG problem.
Customer service skills were lacking! Even though they were NOT busy, I waited 20 minutes to place a to-go order, then was informed that they would not take the order as I wanted. Donnie and Ronnie need to spend some time training on what service means.

Posted by Dolly


I do not want to join for 5.00 just to have a question answered. That is ridiculed!

Posted by Sandra


Watresss was awesome, food great!
After going out into store to look around
I'd never in my life felt so uncomfortable
We was watched every turn we made by a dark haired lady and a young guy.
I'm employed at a aircraft and do quite fine
You obviously didn't need my business.

Posted by Tool


We went to the Cracker Barrel in Frankfort KY today at 11:30. We were seated in twenty minutes. They tried to seat 5 large adults on a four top. We asked for a table that would accommodate. The person moving tables around said just go to the fireplace and wait in a very abrupt way. Ten minutes later we were seated and thanked the hostess. We then waited approximately 70minutes for food. Our waitress was very kind and brought us biscuits because it was so bad. We had family trying to travel and they were hungry. Just as we were ready to give it up we received our food. It was cold and wrong. A manager never approached us to make things right. We saw other tables leave for the same reason. It was a very bad experience. Will not return

Posted by Kim


I ordered 3 heat and serve item from the menu. 1) Cornbread Dressing 2) Turkey Gravy 3) Dinner Rolls. The dressing was nothing but crumbs. Couldn't even get a bite on a fork, had to use a spoon but only after you put gravy on it. The Turkey Gravy was good. The rolls were horrible. They were so small, approx 2" X 2" and had no flavor other than flour. There were no directions for Heat and Serve which is unacceptable. I have ordered from them before for a holiday and it was great. This year it was completely unacceptable. This was the restaurant in St. Charles on Veterans Memorial.

Posted by None ya


The Thanksgiving meal was not good. The portions was more like child portions. My husband and son did not get the Thanksgiving meal their portion size were normal size. No option to change the nasty sweet potato casserole which they gave me was the same portion size of turkey dressing and green beans combined. Very disappointed.

Posted by Anonymous


Curbside pick-up-went online put in I was there and my # for parking space. I was the only car in curbside, waited for 22 minutes, and attempted to call several times. I went inside woman at register told me I couldn't have pumpkin pies. "Not taking any orders!" She would not listen. Curbside attendant came in and yelled my name. Then, proceeded to tell me how she had gone out to the car and I wasn't there. This was after 30 minutes! This is still while the lady at the register was telling me they weren't taking any pumpkin pie orders. I was yelled at by two employees!

Posted by Patsid


I went in to my favorite Cracker Barrel in East Windsor Connecticut. I walked into the dining room on November 16 at 12:01 PM. I did not get my food until 1245. I'm a little upset because it's my favorite place. I don't know what's happening with the chef back there, but my hash brown casserole was all dry hard my eggs were lukewarm. I'm not one to complain, and if it wasn't for my hostess, a girl named Shannon M as in Mary, I probably wouldn't be back for a while. She sure is an asset to your company the best server I've had in there in a long time. I think you need to change your chef , I'm waiting 45 minutes for my breakfast. Is kind of a bit much plus quality that is always there wasn't there. Please try and do something because this is my favorite restaurant.

Posted by Jackie


I have 2 gift cards with a balance on both but at store it says invalid. I have sent many email an calls about this issue and never get a response. Store confirms the issue burst says they can do nothing. RESPOND.

Posted by Pepcmarc


Dined in at the Cracker Barrel location at exit 7 Bristol Va.
ordered the chicken dinner with fries this was around 7:45pm
The chicken was dried out and couldn't eat it
The fries came with dried up ketchup on them totally awful . The biscuits were hard eggs cane cold . Sent chicken and fries back
This was not a good experience for dining out ??

Posted by Anonymous


Do not Go to Emporia Virginia Store. They sold me a Hamburger steak that was raw at lunch today. I called and talked to the manager and was told could get a refund or a reorder after I Got off of work. I chose the refund. When I get to the store the rude manager would not give me a refund because I did not bring her a raw burger back.This was not the only plate on my order and who carries around a raw hamburger for 1/2 a day. Cracker Barrell has already went down hill are they trying to go out of business. I'm not understanding the meaning of good customer service from this establishment.

Posted by Good service seeker


I visited your location in Fishers, Indiana yesterday. You have new menus since I last was there. I do not care for them. That aside, I ordered a loaded baked potato for a late lunch. I noted the menu stated it was $1.99 but my ticket came with a charge of $3.49. I asked for menu on my way to Pay to double check and was still confused why I was charged $3.49 and the young man at the hostess desk had no idea. The cashier had no idea why it was printed one price and I was charged a different one. She then called a manager. The manager on duty was named Chris. He couldn't answer my question and I handed him the menu and ask him to show me where I would be charged $3.49 and he couldn't figure it out either and made a comment that these are new menus. So then he proceeded to tell me That there's an up charge on the premium sides. I told him all I did was order just one loaded baked potato, so I didn't understand why there would be an up charge. He started tripping over his words and got rude with me. I told him I wanted to pay $1.99 for it and he said that wasn't possible . He told me I could take it up with corporate. The cashier, then picked up on his vibes and was very rude to me. As you well know, there are way too many other places to choose to eat to go and be treated like this. I am afraid it will be a very long time before I go into a Cracker Barrel and it's not going to be this one to give Chris any credit for my purchases.

Posted by Anonymous


Cracker Barrel Conway, AR and in general.

We have been an avid customer of Cracker Barrel for well over 25 years. BUT NO MORE!! We are a group of 6 people in our mid 70's that has removed this restaurant from our agenda.

Your food as gotten disgusting. We used to get Cod on Fridays and it was excellent. Now you've taken it off the menu and tried to pass off white fish as an alternative.

Breakfast was our usual to go meal. Now you've taken away the biscuits before you bring out the food. $2.95 for a basket. That won't get it done. No more apple butter? Oh, now you have to pay for it. Your restaurant has raised prices and went up in price.

AND the food is awful! The gravy looks and tastes like wall paper paste.

We've decided to take our business to a locally owned establishment who actually appreciates their clientele.

Sooooo long. And we won't miss you!

Posted by Terri


The food was terrible. We each ordered the grilled chicken, and it finally came black(overcooked). The pinto beans were crunchy(old beans or undercooked?). Waitress hid in the kitchen between taking our order and serving it. Initial water came with the meal, much too late. Looks like cooks are lousy and wait service is no better.

Posted by Chad


I had a $700 plus lunch catering scheduled for and they forgot to give me credit with their new points system. Their app has no way to enter a past receipt even if it was yesterday I have also emailed him twice and have not heard back from them in over a week. I called the corporate office and there was absolutely no way to speak with a human or leave a message, as they just tell you to go online and submit a form ... which I did twice, and no one has replied I called the Cracker Barrel store and canceled my order and the management said they can't even get in touch with anybody at the corporate office and that they have these issues all the time with the corporate office not getting back with them. My family and my company colleagues throughout the southeast will no longer be using Cracker Barrel as a catering or dining option. I've never seen such poor customer service from a company that claims to have Southern hospitality.

Posted by Anonymous


Cracker Barrel in Knoxville TN... Mall Road location
For the 3rd week in a roll, my family and I gone to this location, for the 3rd week in a Roll they have been out of must food. Items. Today was the worst out of the Thursday special, out of mash potatoes, hash brown casserole, out of soup, out of carrots, out of broccoli casserole. We normal gone dinner around 6:30, today we went early at 5:00 due to run out 2 weeks before.This location has dropped terrible in the last eleven months.

Posted by G


Went to the Shepherdsville Kentucky location everyone was nice there was plenty of room but the first thing it started out the lady put me back in the corner right next to another table there was plenty of room ordered meal that had Sawmill gravy I could not eat it I kept trying like maybe it was me so when I went up to the counter because I could not eat it the lady goes do you eat at Cracker Barrel very often I'm like not all the time but I have ate it before and had no problem he goes well I don't like to Saw Mill gravy either and she charged me anyway even though you could go look at my plate and tell that I couldn't eat it she had this whiny hahaha Voice again when I call the recording so I can complain it puts me to have to do this cuz y'all don't want to listen to nobody you just want to take our money it's all about profit I understand it is a business but this is not business this is if you sit down at our table if you don't like it no big deal we're going to get you and you sure did and I will definitely put the word out on your piece of crap place I bet this don't even make it to the complaints

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Posted by Anonymous


Cracker Barrel is experiencing same problems as many other restaurant chains. Severe shortages of help at waitress and cooks. It is a mystery as to way people no longer want to work. Constant turnover even for managers. At many CB's the managers have to cook because the cooks don't show up. I understand the complaints and hope that people decide they need to work again.

Posted by Anonymous


Our group of eight dined in yesterday, Thanksgiving Day, at the Gadsden, AL Cracker Barrel. Amanda B. was our server and she was EXCELLENT! She was so sweet and kind and made sure we had what we needed and wanted! If you are lucky enough to have her assigned to your table, you are sure to have an enjoyable experience! Thank you Amanda B. for a job well done!!!

Posted by Mary


My husband and I went to Cracker Barrel in Cordele, GA, as usual on Thanksgiving day, today the 23rd of November 2023 for their delicious meal. We have never had a problem with anything, staff or meals. Today after enjoying their delicious meal they prepared. We went to pay for our meal with a credit card, the cashier and I both tried our card several times, the machine kept declining. April came in to the rescue, she also tried the card several times with the same effect....DECLINED! My husband and I knew there was money on the card but the machine wouldn't take the card. April had the patience of Job and went to talk to someone else, she finally returned with the money in her hand to pay for our meal. April is truly one of God's angels from Heaven!! She told us to have a wonderful Thanksgiving Day, go home and not to worry about the money...Your meal is paid by Cracker Barrel. Thank you so much!

Posted by Roxanne


Yesterday September 17, my family and I stopped in Pooler Georgia for breakfast. We noticed a waitress running around the dining room helping as many guests as possible as they appear to be short staffed. She was friendly and extremely efficient and kept up with everyones' needs all the while wearing a smile and be very social and friendly. Her name was Shelia and during our visit we learned her daughter is struggling a cancer battle. We were wowed by her demeanor and work ethics even while dealing with such sorrowful circumstances. We left her a generous token of our appreciation. We asked to speak to a manger but he was busy at the time so I'm writing this with the hopes that someone will reach out to her to let her know ....she was appreciated and much respect to her.. sincerely Hite family

Posted by Sandy


I brought three of my grandsons to Cracker Barrell in Sullivan, Missouri, where we had a server named Rachel. She admitted she was a fairly new employ, but she was fantastic! She catered to my grandsons pickiness and stayed on top of everything, bringing us drink refills and the biscuits while we waited for our meals. She was friendly, kind, and very efficient. She made our visit quite enjoyable!!

Posted by Heide


We love the new menu... delishes. Our Sunday lunch meeting place !!! ?

Posted by Jill


Went to Cracker Barrell in Dyersburg TN last night. How are you out of Meatloaf? Too many people come just for that and it's disappointing when you can't get what you want. And what happened to the House Salad? The big triangle slice of cheese and the boiled eggs are they no longer on the house salad? It really looked like a bowl of lettuce and it used to be a lot bigger. But the price is the same.And the wait on our food was a 45 mins wait. I hope you can find some help & get the ingredients for the meat loaf so maybe you will have it for the next customers. Thank you!

Posted by Anonymous


I go into the Watertown Ny store all the time I feel I need to mention that you have a employee Anne who works there. What a wonderful employee she make sure that we are taken care of every time we visit your store. Smiling and caring. Not that the other employee's are not good , but she make sure we have a basket to load our good in. She make sure that what we are looking for she finds for us. She sugest things I did not even knew I needed.
I saw that she is a 4 star. I feel with her customer service knowledge she should become a 5. We travel thru 4 times a year and missed her when she was out so glad she's back at your store.

Posted by Anonymous


Waycross Ga -Saturday 4:15
Waited a very very long time for chicken and French toast . 2 orders . Finally came was cold French toast , didn't taste good at all. Chicken was good . They had a lot of confusion going on in the kitchen , people complaining about wait and food was really off .waitress forgot to put my to go order in
Not returning anytime soon

Posted by Dale/linda


The wife and I are in our mid to late 80's and have frequented this location 5/6 times a week for 29 years.Have enjoyed Dave Mather all that time. Iwould like to bring to your attention an outstanding Manager (Shack) Brandon Suber. He is compassionate,understanding, does not overreact, listens,counsels, does every job,giving a great example. No job too small for his attention and no problem too large to correct. Always makes you feel you are the only customers in Restaurant..Thanks for recognizing this outstanding Man...

Posted by Sue


I just now left Cracker Barrel in west Memphis, Arkansas I had the grandma breakfast and this is the first time ever that I was charged for hash browns extra charge. We asked to speak to a manager and she would not take the hash browns off our ticket! We go there in Conway Arkansas to the Cracker Barrel and they never charge us so one of these Cracker Barrel's are wrong.

Posted by Elaine


Last two times we visited a Cracker Barrel and ordered a baked potato with butter we were charged extra for a loaded potato up charge. The first time the fee was waived but today we were told that this was the way that it rang up. Why should we pay for a loaded potato when all you received was butter?

Posted by Ambara


We are at store #CB0077 at 12:57 on 10-15-22. Our waitress was Cheyenne S #1753323. She was literally running trying to wait on everyone while having a kind manner and pleasant smile. She was awesome!

Posted by Anonymous


Very disappointed that Eggs in a Basket was removed from the menu. Extremely disappointed. ??? ?

Posted by Dani


We ate at our local restaurant tonight in Bryant Arkansas. The service was excellent. Thanks Dakota!

Posted by Cheri


We had 50 Minute wait for our food in Richmond, Indiana which wasn't exceptable and so frustrating but the Manager Darryl was so nice. He explained he had 4 cooks call off and they worked the hardest ever. He took care of our bill and gave us dessert along with our bill. He really cared. Thanks Darryl!

Posted by [email protected]


Had their turkey dinner very disappointed as the turkey did not taste like expected. Not oven rosted tasting like it used to be. Cut thick and tasteles.. the French toast is size of bread is smaller now probably hey don't have a choice with tha anyway still the best place to eat.

Posted by Anonymous


I had breakfast today at Cracker Barrell in Williamsburg,Va. as I frequently do. Today our breakfast was not up to your normal high standards. The food was lukewarm and not tasty.
Service was excellent; food was a disappointment. I have never had that experience.

Posted by Dale/linda


I would like to bring to your attention a Well above employee. Mrs Wendy Rhode..Always super helpful, always smile on her face..Goes out of her way to help. Always helping associates..Great to have serving you..Never out of sweet character..Even loves her husband...Just a great person and Crackerbarrel employee..

Posted by Anonymous


Complaint is about a menu change...why would you take turkey sausage away and leave only pork options and a plant base, why not have all options....the turkey sausage was great and needs to stay on the menu

Posted by Anonymous


We recently visited your store CB0334 near Deer Valley Road and I17 in north Phoenix Az on 7-2-2022. Our meals were great and the service was even better. It was very busy, nearly every table was taken, yet Macey made it appear as if we were the only diners there. Thank you Macey for your much appreciated customer service.

Posted by Patsy OC


June 7, 2022-We met some friends at the Cracker Barrel in Harrisburg, PA for a late brunch. The food and service has been very decent the last several times we've eaten
there.

The complaint I have is that in 2022, there are no gluten-free items on your menu. I have gluten sensitivities, and my friends are just completely gluten-intolerant. Other than that, the food and service have been consistently fine.

Posted by Patty


We are rvers we travel across the country...we just wanted to say thank you for opening your parking lots for us travelers to stay in over night its greatly appreciated just so you know...we also either have dinner or breakfast at your establishments when we stay you have great food..much appreciated..

Posted by Anonymous


I stopped at Cracker Barrel for lunch on Sunday at your Downingtown, PA. Location. It was busy considering it was lunch time.
My experience was nice . I have no complaints about the food, or the service. However I do have a complaint. When I try to submit my name for a table, I was blocked by people waiting for a table. I realize being lunch time there might be a wait for a table. But do the people waiting have to linger in front of the podium where you submit your name. Perhaps you can have your staff to try to keep the area in front of the podium clear so people can get in.

Posted by Rick/vet


I would think cracker barrel could afford to give a veteran discount or disabled veteran discount

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Posted by Kaytlynn Odom


My name is Ernestine Andrus (court appointed custodial parent/grandparent) of Kaytlynn Odom.
Kaytlynn (Kayty) has been applying for employment with Cracker Barrell since the first week of March, 2016. She has made 5 different applications, one of which the Human Resources person admitted that she "accidentally deleted."
1. She applied for two positions on one application. That automatically caused her application to be rejected; 2 weeks wasted.
2. As per Miss Debbie's instructions (HR, she insists upon being called Miss Debbie)Kayty reapplied. The General Manager interviewed her and hired her. It was then that Miss Debbie told Kayty that she had not completed the background check form. It took another two weeks and a recently hired person to come to our house and realize that the form was not on the page. He said it was not the same as when he applied and was unable to find the form. Miss Debbie was quite annoyed.
3. She told Kayty to reapply and give an e-mail address (didn't want Kayty to come in and tell her) and she would send her the form. At first Miss Debbie said that she couldn't find the form because Kayty had missed a letter in her application and she couldn't look it up by name. Then how did she look up the form to tell Kayty the letter she missed to make Miss Debbie unable to get the form to her. Kayty created a new e-mail address on the 5th application. Miss Debbie sent the background form, Kayty has sent it twice because Miss Debbie said Corporate hadn't received it. Kayty called her and on April 18th and she told Kayty that she was busy and that she would call her on Friday. When she had not called by 2:30 PM Kayty called, Miss Debbie informed her very curtly, that she would have to wait for Home Office to reply. She still has not had a call.
PS: When Doug (the manager told Kayty that she was hired, she put in her notice to Subway. She is now unemployed & needs a job. She is seventeen and seems to have displeased Miss Debbie. I think it began when she granted Kayty and "audience" and Kayty didn't want to be late for her job at Subway.

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