Cracker Barrel Old Country Store — Restaurant in Concord

My two party group was requested by this location to put ourselves on the app waiting list. We did so, arrived at location minutes later, & checked in w/the host Victoria. I told her our name and# on wait list she looked at her tablet/I pad and Said yes, we have your party on the list. Asked her to confirm what else do we need to do and she stated nothing, we will text you and call your name over the intercom when table ready!

We wait 30 minutes lots of people in and out still no text or intercom call. We check in again. Now saying it's still a 20 minute wait. We are in awe but we wait 10 more minutes and see others walk in and be seated now we go up there again. The girl Victoria, says she doesn't see our party, then says she sees our party, we explain we have now been waiting 45 mins for breakfast on app request that should been 15 mins top .

We ask for a manager Victoria just standing there shaking her head and saying she don't know and then Jonathan appeared,who was the Manager. As we wait for manager other customers from outside come in with same issue who been there longer than our party..

What's clear is Victoria never checked us in once we arrived and told her we were there. She nor Jonathan knows how to check people in on the app. Instead Jonathan tells everyone when we arrived we should have check ourselves in on the app? WTH!

Well if that's the case everyone can go on app go on wait list and then immediately check themselves in and bump up to be seated next. Jonathan had poor customers service also as a manager by saying this. App shows checkin or check by host....

Mistakes will and can happen the difference is how you handle it and take accountability for the mistakes especially when you have more than one group/party complaining about the same thing...

There is a reason by some companies known for great customer service but wasn't Crackel Barrel this day. I won't even talk about after explaining to waitress the issue and still getting wrong...

Worst experience I’ve ever had at a Cracker Barrel. We ordered at this location, because our usual location in Concord is closed. I placed the order online, to avoid a long wait. I was given an estimated time of 11:23. I pulled into stall 6, at 11:18 and checked in online. I noticed orders being brought out….so I figured mine wouldn’t take long. Boy was I wrong!! 12:23p rolls around and nobody has brought our food, yet I see people in and out with their orders. At this point, my 2 year old had fallen asleep from waiting so long. So, I called the store to check on my order. They told me that my order had been sitting there for 45 minutes and that it had gotten overlooked. So, I asked to speak to a manager….I was hung up on. I called back and got someone different, who offered to bring the food out….but at this point I’m certain the food was cold. They offered to remake the food, so I said okay; not even five minutes later a young girl comes out with bags saying it’s our food. I told her there is no way this food was remade that quickly! She got an attitude and told me to pull to the front (mainly because she still had forgotten part of the order). As I pulled to the front, I checked the order; mentioning to the same girl that part of the order was wrong. As I tried to explain what it should be, she snatched the food and walked off. It’s mind boggling that someone who messed up my order and had me waiting almost two hours; would have the audacity to get an attitude when they’re in the wrong. Another ten minutes went by and she brought more food out, slung it in the window and just walked off. At that point I went in to ask for the manager face to face. Low and behold the manager never came out…so I just went home (at almost 2pm). Also, as I expected….none of the food was fresh. The pancakes felt like rubber….they attempted to reheat the food, but never cooked anything fresh. Worst customer service experience, lack of empathy, no accountability….definitely will not...

ordered dinner for pick up for this first time today. The dinner was so cold(I was on time and food came out after arrival so not bc it sat waiting) 100% dried out, and flavorless. I ordered an $80 meal & was more than dissatisfied, we tossed 90% of the food. The Mac & cheese, mashed pot, steak fries & meatloaf were so severely dried out that I was spitting dust. The chicken & dumplings & green beans were less than mediocre. Honestly, the hash brown casserole was the best dish and it was so dry as well. I never order pick up and decided to try it and hate I wasted my gift card. The gift card. I had 2 gift cards.each card $50. First card went through, the 2nd did not. Never used, cashier removed the sticker for pin code ensuring its never been used. It would not work After awhile with the cashier & manager working, we never got it solved. The first card didn't work fully but luckily they gave that one to (I think she was being nice & it didn't work at all). I ended up paying put of pocket which means paying AGAIN). I will say both ladies were awesome, super helpful, very nice & did what they could. The manager even was nice enough to give me the gift card back although her system told her to take and keep the card bc with $0 balance it requested them to tale my card. I'm glad she didn't bc that's $50 that I lost for... what? I'll NEVER eat at Cracker Barrell again. I remember eating I'm the restaurant years ago and loving it! Maybe it's the TO GO?? If so, you all should change the system bc it was absolutely foul. You just shouldn't do take out orders if thos is how it always is. I never leave reviews but it was truly so disgusting & I was so mad i wasted the money just to get home and have to make a dinner at 9pm for my family. Once again, the new cashier was amazing & friendly & helpful as was the manager assisting. This is no reflection of those two ladies. The food was 0 star,...