Cracker Barrel Old Country Store — Restaurant in Kerrville

Horrific!! This is a true story of my experience at Cracker Barrel in Kerrville on 9/ 1/2025. It's a bit of a long read but worth it. It's really no wonder why this franchise is doing so badly if this location is a representation of the other locations. We were a party of 5, we were seated next to the kitchen even though the restaurant was nearly empty. We placed our order, 3 fried chicken plates, 1 burger, 1 chix sandwich. Appetizers came out, all is good. 20-25 minutes later we were told they don't sell chicken on Mondays. What? So we reluctantly placed a new order, we asked that they not fire the burger or chix sandwich so everyone's order came out together. 15 minutes later, no lie, we were told they had no chicken soup, this was the alternate order for 2 of us who had ordered the fried chicken. Flabbergasted, we asked for a house salad. 15 minutes later, no lie, the salads, chix sandwich and 4th plate were brought out. No burger, the waiter disappeared, we did not eat because we all wanted to eat together as we requested. 15 minutes later, no lie, the waiter came out and informed us they had dropped the burger on the floor. No lie AND.. would we like them to fire a new burger. So almost 2 hours into the visit, noone has eaten, 4 meals still uneaten on the table, no chicken, no soup, burger on the floor, I asked for the check, we were going across the street to Sonic. The waiter literally ran away from the table and never returned again... 15 minutes later, no lie, the manager came to our table and pretended not to know anything about our ordeal but already had all the answers to why our experience was so poor. While all of this was going on we noticed several sets of customers who had been seated, got up and left at some point in thier visit, we suspect because of the lack of items available on the menu just like what we experienced. They didn't charge us for anything, blamed the experience on the following.. covid, lack of staff. Holiday, and the waiter . The manager threw the waiter under the bus 100%, she blamed him for everything. Now that's poor leadership, a real leader takes full responsibility and never sacrifices a team member. Absolutely disgusting, no wonder why this location has so many problems. We visited the memorial before coming here, we went to the Holy Cross, and down to the Guadalupe to pay our respects. We wanted to visit local businesses and spend money to help in our own small way. This Cracker Barrel establishment is a disgrace to the community, this was the first time we have ever visited a Cracker Barrel, if this is the first impression that tourists have of Kerrville its a shame, a damn shame. I honestly don't think we will ever visit a Cracker Barrel again. This was probably the worst restaurant experience we have ever had. Curious to see how they...

Wow! First bad experience at this restaurant and it was a doozy. After checking in online for curbside pickup and waiting 10+ minutes with my child, we went in and the kid working the register tells me it says online there is not curbside to which I tell him it checked me in for curbside through my email. Rather than drop it or apologize for wasting our time, he feels the need to make him point valid. I told this child I am not arguing with him. He then tells me they don’t have the dessert my daughter ordered and that I paid for. He asked if I wanted anything else and I said no that I would like my credit card refunded or cash for the dessert. He called the manger to do the refund and this man Carlos was so rude and unprofessional. He told me that “it’s only a dollar difference” and tried to give us another dessert, because he doesn’t want to go through “the process” of refunding me. I tell him know that I want the refund and he proceeds to start talking to my six-year-old asking her if she would like ice cream. I told him not to speak to my daughter and ask her if she want something that I already said no to and that On top of it he had no idea what her allergies were with offering her something that she would want after she already didn’t get the desert she ordered. I told them I just want my food and told him how rude he is and that this is the only bad experience I’ve ever had. He continued to yell out at me and my daughter across the store until we could get outside. Not only is this completely unprofessional and unethical behavior, it is also terrifying for a single mom with her small child to be treated Aggressively by Carlos...

Oh, Cracker Barrel... Why does thou vex me so? We have ordered over the phone for take-out twice: Thanksgiving week 2024 and Summer 2025.

The Good: The food was tasty. The employees were very kind.

The Bad: (Summer) When we arrived (10min after appointed time) to pick up the meals, our order didn't show in the "to go" list at the register, so we couldn't pay directly and it wasn't ready. The order (along with several others) came from the kitchen soon after that, but didn't look like enough to be our order. The order ticket on the bag was completely missing 2 items. There were other items missing from the bag that were on the ticket (so the server returned to the kitchen to get what she thought was the rest of the order). After the bill/ticket was refigured, it came out to exactly what I had been quoted when making the order over the phone.

The Ugly: Both times (T'giving week & Summer), once we arrived at our destination 30 min away, we realized that we were missing items that we'd paid for and couldn't return from to get them or get a credit/refund. (Summer) Even though the order was checked before leaving the restaurant (for the same 30min drive), upon arrival at the destination we realized that the extra ("biscuits" and muffins) side-order was still missing,

Note: We have eaten in the restaurant a few times over the past 5 years and it was pretty good (4/5🌟) over all...