Homey chain restaurant serving American comfort food, with an on-site general store.
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I have had some terrible experiences in my time on earth, but this was the worst. Not at the store level, your associate there was wonderful. However, your ordering system is both stupid and horrid customer service.
Today I called what I thought was a local cracker barrel number. The call was answered by a man who sounded like AI. When I asked if I was speaking with a human, the only response was "yes."
I placed my order, or attempted too. Two eggs, over medium, crispy bacon, hashbrown casserole, tomato slices, and sourdough toast. I was informed that the "best option was the French toast mega meal." I agreed and requested a side of sourdough toast and the tomato slices. I was then informed that cracker barrel didn't have any toast available. I then asked, out of curiosity, if cracker barrel no longer sold toast? The response was again "yes" and the "human" informed me they did have biscuits. Ok, I took the biscuits. But still found it very odd that CRACKER BARREL DIDN'T HAVE TOAST???? Then I was informed that cracker barrel also did not have tomato slices? I have eaten at cracker barrel for many years, and Ialways get tomato slices, again I found it odd that cracker barrel no longer served tomato slices.
I arrive at the store, and ask the wonderful hostess about my experience. She tells me I was not speaking with someone in the store, the orders are handled by a call center. This is both stupid and terrible customer service. My food was cold, despite arriving only 3 minutes after the time I was given by the "human" on the phone.
Please review this policy, or at the very least teach your ignorant, stupid "humans" at your call center what the menu is.
Or maybe, just maybe, empower your associates to take care of your guests?
I am requesting a phone call from an executive of...
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We love this place, come here often, and usually never have an issue. As of lately, we've noticed a big change in customer service.
Normally biscuits and jams are brought out immediately, before they even take your order. The last three times I've gone, they won't give you any without asking. I even asked, "Do ya'll still do that?" thinking that they stopped it, and the wait staff assured me they still do.
We visited today, 6/23/24, around 5pm, and the waitress was clearly new, so we tried to give her grace, but she got almost everything incorrect. She never brought out biscuits or jams, forgot to ask for my other side that came with my meal (my fault for not saying it,) but then picked one at random and surcharged me an extra dollar for it. Additionally, I asked my other side to be pancakes, which the menu clearly states as a surcharge of 2.50, and she charged me for an entire extra side of pancake at $5 on my receipt. She also forgot to bring the biscuits and gravy that came with the meal I ordered, and I had to ask her to refer to the menu to prove that she forgot them.
She did bring them out at the end of our meal, and the food was still delicious as always, but it's becoming a burden now to order food here. I don't like correcting the wait staff, it makes me feel...
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If I could give an even lower rating on this restaurant I would. I live in FL and ordered a thanksgiving meal with ice tea and cake for a 25 year old cancer patient in Ruby. I made the order and paid for it and gave nice tip . In the SPECIAL INSTRUCTIONS I PUT THE NAME OF THE PATIENT AND HER ROOM NUMBER !!! THATS WHERE THIS ORDER WAS GOING BECAUSE IM IN FL. SO....2 HOURS LATER LARISSA THE CANCER PATIENT HAS NO MEAL. IT WAS DELIVERED BUT NON OF THE SPECIAL INSTRUCTIONS WERE CARRIED OUT, LOOKED AT OR FOLLOWED!! This patient has had an extremely rough couple of days, days she thought she may not be here anymore. So when she started to feel better and was hungry I wanted to surprise her with a comforting lunch. BUT NO, CRACKLE BARREL DID OR THE DELIVERY SERVICE DID NOT GO BY ANY INSTRUCTIONS I LEFT. WAY TO GO TO RUIN SOMETHING SPECIAL. I SHOULD HAVE ORDERED DOMINOS AT LEAST THEY KNOW HIW TO DELIVER. WHEN I CALLED CRACKLE BARREL THEY WERE ABSOLUTELY NO HELP THEY ONLY CONFIRMED THE ORDER WAS LEFT AT THE HOSPITAL BUT IT WAS IN MY NAME ...REALLY ..IM IN FLORIDA!!! NO HELP AT ALL ..NO SORRY...NO NOTHING ...NEXT TIME...
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