Cracker Barrel Old Country Store — Restaurant in Peoria

I ordered breakfast. Everything was great, food, server. Then I did some shopping and paid for breakfast and items. I then saw another item that I thought would be cute for my family. I asked to purchase that after already having paid for breakfast and other items I purchased. The cashier said im going to have to ring it all up again as the previous purchased disappeared. He called over a floor manager and he could not find purchase. I said my card was in and the machine and it signaled to remove card. The cashier had left to get the other item that a few people were now asking for. Upon return he rang everything up again and added new item. I put card in machine and paid. My husband found a double payment on the card while reviewing purchases online. I called the manager and he said I had to come in to get a refund.He could not take the receipt number over phone. He said he would be there the next day. I traveled 60 miles RT to find that the manager I spoke with was not there as he had stated.I was told I could not get a refund at restaurant. I repeated that I was told by the manager to come in and he would take care of it. This was an error on their behalf not mine. After waiting 15 minutes, the floor manager returned and now said she would give me the refund. She was very confused. It was a simple transaction. Refund the initial charge as it was charged twice. She proceeded to try to refund items that would add up to the amount owed to me. She refused to simply refund original purchase. I don't know what's going on, but it sure turned me off to going back. They certainly need staff training and people who can manage a register accurately. She did offer me water ??? After spending 10 minutes on phone in discussion with manager, driving 60 miles Rt 80 minutes to get refund, misinformation, and another 25 minutes of confusion and finally getting a refund, I think they could have done better than that. Like many places these days, communication and training in companies is lacking. The Manager could have left a message with someone regarding this. Floor manager needs to give her name to customer and ask how may I help you...customer service training needed. It's best to listen to customer and use critical thinking when trying to understand situation. 🤔

So 2 stars for lack of customer service and making customer jump hoops for refund that was...

Came here for breakfast while my car was being serviced. It started off at the host station getting a sales pitch on the specials of the day. She didn’t like it when I said that I don’t care for that, and asked to be seated. Not happy was she as she walked away once at the table. Tori (Victoria) was my server. She was fine in taking my order, and checking up on me to see if I needed anything else. For breakfast I had the Grandma’s Sampler with pancakes. Instead of the sausage I had opted for another strip of bacon, along with the sugar cured ham, and a side of apples. Everything was fine. Eggs, bacon, ham, pancakes, and apples. To drink there was water and orange juice. I had a relaxing time for the most part. When it came time to check out, standing in line was a discombobulating experience. Both registers were tied up as one couldn’t check out a person as the ticket that was shared was open on the other register. Why they didn’t handle all who sat at the same table at one register is beyond their logic and reason. Upon the next customer waiting in line, they suddenly stopped and walked away to do more shopping. Why would you make others wait while allowing a customer to continue to shop was a new level that defied logic and reason. I had to walk away to use the bathroom… that’s how long of a wait this was turning into. I returned, and was finally able to check out — thanks to another lady who noticed I was waiting before. I asked to speak with a manager, and shared all that had occurred. The best he could do was to say he’s “sorry.” Well, I’m sorry that you’re sorry; and find it poor service, rude, unprofessional, and insincere. Would I come back after this experience? I may. But I’m going to keep this experience in mind.

P.S. Your servers should be the ones giving the daily specials pitch at the table as customers peruse through the menu… NOT at the host station where people come to be seated. Parties paying with separate checks should either pay at the same register, or have tickets that are not captive with other guests checks. Know your system, and effectively check people out. Is that asking too much?

Sorry, no photos to share. The restaurant, store, and bathrooms are clean. There appears to be ample...

I ordered the chicken dinner at 5 pm I was served at 5:05. It couldn't possibly be freshly prepared. I started in on the chicken breast, it was dry and tough. I tried to finish it but it was so tough and chewy, I put it aside. The dark meat was somehow separated from the skin. Like the meat shrunk and left the skin unattached and loose. It was dry too and far from hot. I ate the dark meat pieces anyway because, it did have good flavor and I was really hungry. Despite my disappointment over the fried chicken meal I had been looking forward to for a while, I wouldn't normally bother to write a review but toward the end of our meal the manager asked "was everything delicious" I told him no. I told him basically what I just told you. He said, "We don't have a crystal ball to know when we will get a chicken order. This batch should have probably been thrown out." Then he left. That was it! I thought for sure he would offer something to appease me so I didn't walk away with such a bad experience. I looked for him at the check out and he was helping with another customers to go order. No coupon for another visit to give them a chance to do better. Nothing! Why even ask me about the meal? Most people probably just say yes, it is delicious. I should have sent it back but my appetite outweighed my sense of taste. I will never be back to the Cracker Barrel on 84th drive and Bell in Peoria. Shriveled up dry chewy cold chicken is waiting for you though if you're really hungry. Or go through the trash...