Cracker Barrel Old Country Store — Restaurant in Richmond

I've been going to cracker barrel since i was a kid and I am over 55 now. i have been to cracker barrels 100's of times literally,, we have been to this particular Cracker Barrel 4 times and have been so dissatisfied with the service and food every time!! The first time we went we never got our drinks refilled at all. the waitress actually only returned to our table once right after we got our food, the next time we seen her was when she brought our check. The second time we went there were four of us and and ALL of our food was ice cold it was terrible. the third time it was just two of us i asked for my eggs to be well done. the first eggs they gave me were runny, so they replaced them with more runny eggs which i didn't eat, and my order included 3 eggs, a total waste of 6 eggs. today there were 4 of us 11-4-2018 and we ordered and never received our food at all. a couple sitting next to us, ordered right before us, got their food ate and left and we still hadn't got our food yet. even though the waitress told us twice that our order would be out in a minute. we finally got up and left. we spoke to the manager on duty and he told us YOUR FOOD IS READY NOW I CAN BOX IT UP TO TAKE WITH YOU.... we told him politely no thanks we had just waited over 30 minutes but we would paid for ours drinks. so a coffee, a small OJ, a unsweetened ice tea, a dr pepper, and a hot chocolate. was $13.05 FOR 5 drinks !!!!!! i did leave the waitress a $5.00 tip because this really wasn't her fault. but a good waitress makes sure her or his orders are moving through the line as it should.. what a terrible way to start out what was going to be my wife's great birthday breakfast,,,, that's where we always go for her birthday so much...

Now, my family and I always stop at different cracker barrels on our travels from Indiana going south. This cracker barrel in Richmond, KY, was by far the worst one we have ever been to.

Service from our waitress was completely nonexistent. Our waitress got our drink orders wrong (even with using a tablet to take orders). We had to ask other employees for refills on drinks as well as ask the host stand for someone to bring our check out. Now, this all would be somewhat understanding if the place was packed, but it was a slow evening, so they were not busy.

Now, onto the food, my kids love getting the fruity pebble pancakes. Every order of pancakes that came out was rushed in making because they were very holey and tough. The eggs looked like they were sitting under a heat lamp since that morning. All the biscuits were overdone and dry. Now, what did taste good was the hashbrown casserole. Another thing that tasted good was the buffalo chicken mac n cheese. Only downside to that dish was that the portion size looked like a kids meal with 2 very skinny chicken strips laying on a single layer of macaroni noodles. This did not feel like a southern cooked home meal like every other cracker barrel that we have ever been to.

We wanted to like it because we always have loved cracker barrel. Just this time was completely different. It was so bad that we didn't even look at the bill to make sure it was accurate to pay because we wanted out so badly. Could have got the manager but didn't. Should have because food was bad service bad and person busing tables dropped used items from another table over my entire back when we...

I want to give this company, website, and app one star, but I'm giving the people five.

I fought the app and website for an hour just trying to order two meals:

grilled chicken tenders with hash brown casserole, mac and cheese, dumplings, with the included bread

oreo cheesecake pancakes with over easy eggs and sausage

This came out to be $28.39. I know this because Capital One is showing me the authorization charge from the website despite it never placing the order.

I had to call instead because the website and app are awful. I waited an extra 15 minutes for my food, not the worst thing ever, just irritating considering I had to fight the app for so long.

When I walked out I noticed the bag felt light so I checked my food in the car. Turns out they never rang me up for the chicken tenders, though the subtotal was nearly identical to the online order that was never placed. They only put on the sides separately.

I asked them to fix this and had to explain a couple of times but they ended up doing it for me.

I got so flustered in store that they probably thought I was trying to run a free food scam or some scummy people try to pull in restaurants like that, so I'm articulating here because I can type better than I speak.

The manager was insistent on refunding me foe the 30¢ but I just wanted the chicken tenders that weren't put on the order, and I ended up paying the same amount without them and the sides that were placed separately for some reason.

Extremely frustrating experience but they fixed it and were...