Cracker Barrel Old Country Store — Restaurant in Concord

Used website to call in order. After loading all my items for the family and putting in payment information, it then tells me it can’t fulfill my order because it is too close to closing (45 minutes from close). I then call and the server takes my order over the phone and gets ever detail even asking me about condiments to place in the bag. But then at the end he goes to process the order and says he can do it but log be able to transfer it to another location? That was even more bizarre especially since he had done everything but have the kitchen staff cook the food Then he tells me that it would be better to pick it up at another location that could maybe serve us better. So even after all that wasted time, we decide to just prove a point and take everyone into the resturant to order. We get there and order just fine especially since there was absolutely no wait and hardly anyone in the resturant at 8:35pm which made it even more bizarre that they were turning down business or deterring customers. We got our food and decided to still take some of it for takeout as we had originally planned but felt bad now that a waiter had to clean up our table for absolutely no reason if they had just let us order ahead. The food was still very tasty but the chicken was dry and you could tell nothing was made fresh not even the biscuits. If they aren’t going to actually cook anything after 8pm then they ought to just post hours that way they close at 8pm and not 9pm. Another couple who arrived after us got up and left because they were out of several entrees and vegetable side dishes and they were insulted which is just more lost business. We told the manager of our distress and disappointment but he just passed the buck and said it’s the way corporate wants it to be. Orders have to be placed way ahead of time before close (even though he wasn’t sure exactly what time the computer system will refuse orders or even exactly what the policy helps) but something to do with the doors have to be locked at exactly 9pm. We stated that we had been disrespected and delayed twice and then still got to the resturant in person, we’re seated, and ordered all 15 minutes before 9pm and so that was ridiculous. He just said that corporate had set it up that way and to Compain to them. He offered. I solution, no accommodation, and no apology. Even if corporate is trying to get people off the clock and the restaurant cleaned and shut down for the ni f t earlier with no lag time waiting on people to come pick up their food, the. It makes no sense why they would want people to come in after a refused online and call in order to dirty up a table they will have to clean. Plus they were able to just bring the food out to costumers during COVID and could continue they practice if they just don’t want anyone coming in after 9pm for secure or cleaning purposes. And if they insist on having a computer not take orders after a certain time shouldn’t it just be programmed to tell the customer that they have stopped taking orders before they put all their items and payment in? A little grace and respect for your customers is not a lot to ask. But even more appalling is calling in and explaining a whole order over the phone which is even less efficient and take up more of your customer and employees time, and then to be told they would be able to fulfill it is absurd. Either horrible training or just a lack of professionalism. Perhaps both. And besides the customer, it’s a waste of the employees time too - especially if the goal here is not service but to just get them off the clock as quickly as possible. This whole process seems ridiculous and all for loyal customers to still get subpar food that isn’t up to your standards or anyone’s expectations after all that difficulty. We should have just chosen another resturant. There were many other options but we’re trying to stay committed and also had a taste for what we thought we would get cooked fresh from your menu. Despite the cool new website, it is clear service is...

My husband and I arrived around 12:30 on Sunday, 2/25. We quickly found out this is not a good time of the day or week. I was told the wait would be 40 minutes. We sat in the car due to the overcrowding in the store area. We did get a table approximately 45 minutes later. Waitress promptly came to take drink orders. A large party came in after us and she chose to take their food orders before us. When she came to take our order, she seemed very rushed. It took at least 30 minutes for our food to come out. Before she put my food down, she admitted that she had put my order in for fried fish instead of grilled. I told her I could not eat fried food. She apologized, took the plate and sides back leaving my husband’s food. She returned saying it would be 5 minutes.I asked of she could bring the biscuits because my husband was eating. She brought biscuits and a few minutes later brought a side of hashbrown casserole. After 10 minutes and no further word from the waitress, I found a manager, explained the problem and pointed out my husband had his food. The manager disappeared into the kitchen never to be seen again. The waitress came to our table with attitude saying my meal would be out shortly. She was obviously mad. I told her she didn’t need to be upset with me. I asked for water refills to which she huffed off throwing up her hand. She returned with water never speaking. When she brought my plate of food, she literally slammed the plate down in front of me. She returned and threw down a receipt saying the manager was not charging me for my food. She said this while still walking away. She never returned to refill our drinks, to ask if we needed anything else or to offer carry out boxes. After waiting for her to return to see of we needed anything else and watching her standing in the kitchen doorway doing nothing, I called another manager over asking her for a box. I told that manager to tell our waitress she was not getting a tip from us not because she got my order wrong but because of her poor attitude and behavior about the situation. We would have tipped her because mistakes do happen. The restaurant seemed to be in chaos. Wait staff were yelling at one another, it was loud and disorganized. The green beans were tasteless very unlike the ones I had recently at Cracker Barrel Salisbury. My husband’s lemon pepper trout was bland and overcooked. My grilled catfish and carrots were good. The hashbrown casserole side was small and the biscuits seemed to be smaller than usual. It seems this restaurant like others in this area gets overwhelmed due to location. In the future, we will go to the Kannapolis or...

Had a 50 minute wait which was understandable for a Sunday afternoon. We were first directed to a table that had not been clean of the previous customers. We patiently waited until it was cleaned. Waitress took our order for drinks and was given our requested orders at the same time. She returned with drinks and bread. We waited there for an hour and twenty minutes still no food was serviced. We started to notice that the patrons that arrived after us had already been served and had left . Manager was doing her walk through she spoke and I expressed our concerns that we had been waiting for over an hour since being seated. She returned with all four of our orders. Three of them were warm but my order that consisted of mac and cheese , fried apples and was lukewarm but the meatloaf was cold no way close to being warm enough to eat. A waitress at a nearby table passing by noticed our beverage glasses were empty and offered us refills. I made her aware of my meatloaf being cold. She she said she would notify our waitress that finally returned ten minutes later asked was there a issue with the food? She returned asked if I wanted a fresh plate of meatloaf and me being afraid that it could be another hour until she would have returned with it I told her to just microwave what I had. At that time my daughter requested her second refill of her beverage. She did return with my warmed up meatloaf and the bill but no refill for my daughter. Once again the other waitress servicing the other table asked if she need anything else? She told her she was waiting on our waitress to return with the refill she said she’d handle it and she said ok . Make it a to go cup since the rest of us had already left for the checkout. I had the opportunity to speak with the manager when we were checking out I told her how unhappy with the service. Her response to me was “ I am sorry that you all were unhappy and stuff does happen and maybe next time your service with us will be better ”. I had no comment after that remark my husband paid and we left. This is a bad reflection on this restaurant and we will no longer...