Cracker Barrel Old Country Store — Restaurant in Grapevine

I am a regular customer at this restaurant, but the service on Saturday, November 18th, was absolutely horrible.

I placed an online order at 740am, and the system indicated that my order would be ready at 801am. Because it was a Saturday and it's usually busy, I estimated that my order would take a bit longer to prepare. So, I arrived at 8:26am, checked in, and provided my parking spot. After 10 minutes, I hadn't received my order, so I called the phone number listed on the sign. I called three times, and NO ONE ANSWERED. I decided to walk into the restaurant to retrieve my order. Once inside, I asked about my order and wanted to speak to a manager. The hostess went into the kitchen and informed the manager. Ten minutes later, the manager walked over to me with my order. I was not happy with the customer care that I received. I asked the manager for her name, and she said Gabby. I explained to her that i placed an online order, parked in a curbside delivery space, checked in online, called the phone number on the sign, and waited. I asked her what the purpose of using an online system was to place an order if the restaurant was not going to honor the process. She said, "we are short staffed today. I can either give you your food or a refund. Which one do you want?" I then reminded her that I asked to speak to a manager 10 minutes ago, and no one came forward. She then replied, " I was in the back. I was not sitting in the back twiddling my thumbs waiting to talk to you." This was a HORRIBLE EXPERIENCE due to Gabby. Typically, this restaurant is very gracious and communicative even when the service is slow. As customers, we realize that issues can happen. But, I would hope that store leaders demonstrate care and concern for customers. Unfortunately, Gabby is a manager who has no empathy in her delivery or compassion for their lack of good service. I finally received my order at 8:40...and it was cold and WRONG! The delicious syrup is the star of Cracker Barrel breakfast, and I didn't even receive that! Such a disappointing...

If I could give this location a zero I would. This is our second visit to this location and both times have been very disappointing. We’ve been to CB’s all over the USA and honestly this is the worst. Unfortunately, management makes excuses that are inexcusable. This visit was with vouchers to replace part of our meal from the last visit when the steaks were bleeding into the rubbery, overcooked eggs. We returned it and they slapped the same steaks (I marked them with a knife) onto the grill with the same eggs (cooked blood on the eggs) and sent it back. The pancakes were burned and stale. On this visit the literally rectangular steaks were chargrilled, very tough and flavorless. The knife barely cut and we couldn’t swallow. The fish was dry. The food was all cold and stale. My mashed potatoes could be picked up like a bar of soap. The waitress kept bringing the wrong sides and forgetting the condiments so everything came out in pieces. We asked for biscuits only and got a basket full of old, cold cornbread with NO butter. She brought the wrong tea three times and we finally said forget it but got charged for the tea anyway despite telling them. When I politely told the manager how bad this visit was as well she said they’re just busy (they were at about 30% capacity and their staff on vacation; shouldn’t the management get behind the grill then if their cook was so clueless? Or are they only there to get management pay but not to delegate and assure quality and food safety?) One manager I never saw on the floor and the other was busing tables which is weird. Send the clueless cook to bus tables and get behind the grill. That’s what managers do. Seriously save your money and your time and drive elsewhere to a CB that takes their reputation seriously. I hope corporate reads this post and sends a secret diner to test them out. I miss having a decent CB around as it’s historically our favorite...

We decided to get a home cooked hot meal and stopped by Cracker Barrel tonight. It was terrible. To begin with the Hostess that was seating us was rude and unfriendly...very Curt. “Follow me.”just VERY RUDE. The Waiter didn’t put any ice in our water...then he didn’t come back to take our order for almost 15 minutes. Normally we wouldn’t mind but they were not the least bit crowded. He finally came and took our order and left came back about 30 minutes later and my Husband asked if we could at least have some rolls because we were hungry...so he brought some of course not quickly but the problem was we had no silverware to even spread butter or a side plate. Didn’t really matter because the corn bread and biscuits were like rocks and so dry. They were terrible. So we continued to wait for our food and finally decided after almost 45 minutes that we were just going to leave and get something else to eat somewhere else. About that time here comes our food...The fried chicken tenders we all ordered were steaming hot but the sides were like they just took them out of the refrigerator. They were so cold and as long as we waited they should have been piping hot. So my Husband went and got the not so friendly Manager and she did bring us hot sides and finally refilled our water we had asked 3 times to be refilled. To give her credit she did offer to replace 2 of our 3 disgusting meals and gave us a “Gold” card. The bad thing is we went to the register to pay for the remaining balance and once again waited while we stood and watched the cashier talk to a customer for 10 minutes. By then we were so aggravated that we asked for the Manager and then 2 other customers waiting on to go food started complaining and we all started talking about how bad the service was. It took us an hour and a half just to get dinner. NEVER again. Bad...