Cracker Barrel Old Country Store — Restaurant in Allen

Let me start off by saying I have never written a review on a business on social media or google. I often say I will, but I never do. Usually, if I am displeased with the service or food, I will ask for a manager, and advise of the issue and give them the opportunity to make it right. However, Cracker Barrel’s manager, Joseph appeared to NOT about making this wrong, right. He was more concerned with the number of customers he had in his location at the moment. Blatantly dismissing the fact that I am paying customer as well!

I ordered what I thought would be a decent Thanksgiving meal for myself. Co-workers, family and friends all invited me to their home for Thanksgiving, but I declined anticipating my meal I had ordered. I simply wanted to sit at home and binge watch Christmas movies. Around 1:45pm I went to pick up my meal, not dressed to dine or interact with the public. When left my home, I thought I would simply be doing a curbside pick up and not have to get out of my truck.

When I arrived at the Cracker Barrel location, I immediately noticed how busy they were. It appeared it would be a seamless process, as it was organized with signs to direct people which way to go. An employee gave me my food, very quickly & I proceeded to go back home. Once I got home, I opened my bag and I looked at my food, and was certainly SURPRISED. Definitely not in a good way. The appearance & the disgust look of this food, I wouldn’t even feed to my dogs.

I immediately drove back to Cracker Barrel. Once inside, I asked if I could speak with the manager, who asked how could he help me. I asked if could get a refund. I showed him the pictures of what I thought I was ordering and I also show him the picture what I got and he said, “can you call back tomorrow , we set aside that day for refunds.” How do you have a contingency on refunds, but not a contingency on correcting or ensuring customer orders are satisfactory?

I asked if I could get my refund today. He declined and stated he has customers inside that he needed to “take care of. We’re gonna get you your money back.” Never did he apologize for the horrific order I received. He only stated that he could agree that what I received, certainly did not look like what was advertised. He stated that the picture is how it looks when you dine in, not order TOGO. Why wouldn’t it be the same?

They were out of pecans for the sweet potato casserole, the juice from the string beans drained into my sweet potato casserole. While there, the manager pulled another order out, and it looked the exact same as mine, disgusting. These all appeared to be frozen dinners, simply heated up.

This could have very well, but my last $20 & my only source of food for the day. Fortunately, it was not!! There was absolutely no form of concern or no interest with ensuring I was given an edible meal. Only option, was to wait until tomorrow for a refund!

Everything has increased, as far as cost and prices, all while customer service is DECREASING! Not one, “Love for the opportunity to make it right. No accountability for the poor quality of food that I received.

Some may think it’s only $20, not much! This was supposed to be my comforting food. Yes, I could’ve drive to a friend’s home, flew to see family, or even cooked a meal myself, however, that was not my plan.

Please take the time and train your managers and cooks!!!!! TRAIN TRAIN TRAIN TRAIN!! Advise them if it’s getting too busy and they get overwhelmed, shut off ToGo orders & only handle the customers in store. Most people order with their eyes and presentation is everything . An upset customer is going to tell everyone and a happy customer maybe tell one person. Take the time to listen to your customers and simply make it right.

This year I am thankful for not allowing Cracker Barrel to cater the family dinner as previously planned!

Note to self-ALWAYS have a back up plan when ordering Thanksgiving dinner. VERY...

The food is fine. The service is beyond atrocious. We ordered catering online. The confirmation showed we were charged for the additional pie we added to the order but did not show the pie at all. I simply wanted to talk to someone at the store ahead of time and confirm it was going to be in our order, since I KNOW they are extremely busy during pick up time and I didn't want to cause an issue for them at the pick up. I called, held for 15 minutes and was told 3 times I needed to be transferred to catering, but 3 times sent to another rude employee who made it clear they had no interest at all in trying to help. Finally got a catering person. Said "hi I have a concern about my catering order and was hoping you could double check this for us before we drive 40 minutes out there tomorrow to pick up, would you like the name or order number?" He said, "what do you want? Why would I need that? What's the problem?" 😳 He was very rude and aggressive. I explained I wanted someone to check the order in advance so we could be sure the pie would be ready when we arrived, as well. He said, "I don't have time for this I'll put you on hold again and be back in 15 minutes." Click. I was speechless at his attitude and refusal to even attempt to help! Called back. Lady who answered said they were very, very busy and didn't have time for questions. Guess what? I'm busy too, at work actually, and NOT getting paid to be on the phone trying to get you to help me. I'm also a customer who just paid for a $200 catering order, that you clearly do not care about at all. Asked for a manager this time. He answered, would not give his name and was also rude (so obviously this is the norm at this location). Refused to look up the order. Said bring the receipt. I explained again, it's an online order so there's only a confirmation and IT DOESN'T SHOW THE PIE only the total is much more than the base order, indicating the pie was charged! Which is precisely why I'm calling. The price shows we were charged for the extra pie but there's nothing at all in the confirmation listing it or indicating they even know which type of pie we ordered. He didn't care how rude the other employees had been, and as a manager made it clear again that I was not worth his time as a customer. He said as long as the receipt shows the pie we'll get it. But it doesn't! Only the total price shows the up charge! I don't even have the order yet but they ran me around a solid hour, when all they needed to do was bring up the order and tell me they saw the pie. I don't understand why it turned into a fight when they could have handled it in 5 minutes and left me as a happy customer, excited to do this order tomorrow. Now, this will be the LAST time we order their catering heat and serve meals. If this location handles simple customer questions like this, we'll find somewhere else to cater with from now on. This could have been so simple. I understand they are busy, but that's no excuse to be nasty and rude and refuse to help people. We're all busy. We're all stress. Simple kindness and grace go along way, especially during the holidays, but you won't get it at the...

It has been at least 20 years since I've been at a cracker barrel.... But oh wow what a disappointment with this one! I ordered a very large breakfast wanting to sample a variety of things... I was greeted with a very sweet waitress.. all of the food came on a different plate where is my breakfast combo could have all been served on one... I sat by myself on a very small table.. the chairs were old and unstable... The food came one played at the time... The bacon was so greasy, and limp... The hash browns have been cooked on a grill that has not been cleaned for a long time because hash browns were totally rancid... Sidebar the waitress never came back and checked on me... Finally my eggs came out, and because of the food not coming out all at once, one by one.. I ordered the combo... Which could have been served on one plate... the eggs were cold!... And then the highlight.. oh my gosh.. the biscuits and gravy... The gravy was thick as wallpaper glue and cold... The biscuits for as hard as a hockey puck and have a very very distinct rancid thawed out tasted them.. truly the worst biscuits and gravy I've ever ever ever ever ever ever had.... Again the waitress never came back... All of the piles of plates that I had which everything could have fit onto one plate... I did have one pancake which at the beginning of the order I asked the waitress if I could have that at the very end and I would let her know... Oh no she brought it out with everything and I asked her kindly to take it back and when I was ready I would let her know.... I'm sitting there waiting with this ridiculous amount of plates and she walked by and I signal for her.. and asked her if she could please remove the plates... Again she was very sweet very pleasant... She removed some of them...but Disappeared again never removing the rest... Finally I asked another waitress to find my waitress.. and my waitress came back I told her I was ready for the pancake and to please remove the rest of the plates.. and that I was ready for the pancake... Truly the pancake was the best thing that I had out of all that food... Everything tasted like Dusty old rancid wallpaper paste that was laden with grease... No doubt the dust from the decor.... Outside of the pancake the other great thing was the gift shop... It was adorable with all kinds of goodies.... Truly I will never return to cracker barrel for food I may return to the gift shop ... And the waitress finally about an hour later and disappeared again never to see her I didn't even know where I was supposed to go to pay... Apparently you have to go back into the gift shop... I absolutely would not recommend this restaurant for their food at all... And it was about 3 or 4 hours later my stomach was not feeling the best because of the rancid greasy slop I was served.. I'm fine now unfortunately no food poisoning... But wow cracker barrel has gone way downhill... If you decide to eat their eat at...