Cracker Barrel Old Country Store — Restaurant in Lely

My family and I visited this location on March 28, 2024. We arrived at 8pm and were promptly sat. The back room was closed and three servers were cleaning the room. We sat for over 20 minutes when the host, Logan, came to get our drink orders because our server was busy. Cool. Brings drinks, then wait another 15 minutes because Logan is new and unable to take our order. We asked for a manager, she didn’t stop by until another 10 or so minutes pass. When Heather the manager did stop by, she never apologized for our experience so far but rather blamed it on being short staffed. I simply said “I don’t think that can be claimed because you have three servers cleaning that dining room” as I pointed to that dining room. The manager rolled her eyes at me, mumbled something and walked away. SHE WALKED AWAY. I was not rude or demeaning, it was a statement of fact. The restaurant closes at 9. We didn’t have our food yet but felt rushed as we were one of two tables left and people were cleaning around us. If the experience was better managed, we would have been out before 9pm since we arrived at 8. There was something going on. The servers who did help us were defeated. One cried and our hearts broke for her. she was the only one who actually apologized to us. I wish I remembered her name. The manager did not have a backbone and left her servers out to dry with customers.

This was not the experience we typically receive or expect from the brand. As frequent I-75 travelers between Tampa and Miami, this is usually our stop if meeting in the middle. I think next time I’ll suggest Waffle House. At least my expectations are already set low for that establishment.

Logan 5 stars Two servers we interacted with? 5 stars Heather the...

When i first walked in tge two young people at the hostess desk were gossiping about customers right in front of me...a customer. Made me wondwe what tgeyd be saying about me. The bathroom was disgusting. No toilet paper trashcans overflowing. I had to use the facilities so I go to tge counter and let them know there is no toilet paper. They look at me weirdly and say oh I'll take care of that. No thank you. No I'm sorry about that..whatever. in today's world what can you expect. But tge old times feel of treating tge customer right was non existent. So I wait. And wait and wait. A long time. Seeing g nobody enter the bathroom I think. There must be a door inside and they went in and at least put some toilet paper in there. So I go in and check...still nothing. It's been about 15 minutes now. So I go back to the counter and remind them. And one girl says..oh you have to use it? I look at her dumbfounded ...I've been standing right next to her for 15 minutes. What did she think I was doing? So I go "yeah..I'm waiting for some toilet paper". Ohhhhhh. She says and proceeds to grab some rolls and put one roll in each stall even though there is room for two. She didn't empty the over flowing garbage or even pick up the papers from the floor. Not to mention tge toilet seats were disgusting. I think I'm better off at a service plaza. They have food there. And you don't hear "would you like to sign up for rewards repeatedly". The cracker barrel that once was no longer is. It breaks my heart to give this place a bad review. It's always been tradition in my family when we go on road trips to stop at cracker...

Laura Beth was a great server, albeit a tad nervous. When the manager brought out our food, we understood why. What a cranky woman. My friend had a breakfast meal with a side of biscuits and gravy. And there was no gravy but 3 biscuits and a cornbread in a basket. So when she asked for the biscuit and gravy that she ordered, she rushed off for a half cup of gravy. Not sausage gravy but light in color. The manager said it was 'sawdust sausage' ok that is a new one for us. And that she was to make her own, she asked for an additional plate and the manager slapped an 8" plate on the table and rushed off. Just seemed like the staff was having 'one of those days.' When we went to pay, the manager was working on the second register. Sweet checkout girl apologized for the slow payment processing. She said her register was being cranky. I said - oh like her? Pointing to the nearby manager. Poor girl had the hardest time trying not to bust out laughing. When the atmosphere is ruled by someone having a bad day, it leaves a damper on the business. Still a fairly consistent food stop, not much healthy food, but comfort food. Idk if everyone else had to construct their own biscuit and gravy, and it is not difficult. It is just the principle. If she wants, we could go back and cook our own food and get it right. But again,...