Cracker Barrel Old Country Store — Restaurant in Saraland

Our experience was horrible. Our server was a black girl with curly natural hair. She wasn’t wearing a name tag so I didn’t know her name. But she seated us and did not bring us any silverware. We asked our waiter multiples when we caught her to give us silverware and she never did. We then order fried pickles as an appetizer and they were brought out after our meal. Our meal when it was brought out was cold and they brought out my fish without the broccoli and my brothers rolls without his bacon. They were bringing things out piece by piece which was crazy. Our meal should have been brought out in entirety. My brother didn’t have his bacon, I didn’t have my broccoli and we still missed the fried pickles. And even then after all of the food finally got to the table we still didn’t have anything to eat with. When we asked to speak to the manager Ashley she took so long to come and address us and what was going on. To add at the time we came which would have been around 12:00 it was not that busy. Before the manager came out our original waiter who sitter us and did not serve us our food and would not bring us the silverware. Came out to address us and was very combative and tried to tell us that she did not bring out the fried pickles because they were burnt. That’s why they didn’t come out before our meal. She said the broccoli was also burnt so that’s why she didn’t bring them out. And basically argued with us every time we tried to tell her about issues with our food. Even when we told her my brothers food was stone cold she said she would never have brought that out she would never do that. I asked her to calm down and to let us speak to the manager. Finally after all that conversation the manager came and at that point the experience was ruined and we left. It seems to me what their doing in that kitchen is not work. It shouldn’t not have taken that long. And if it did they should have fix the mistake by a simply apology and better service. Rather then just trying to hand us free food with beneath subpar service. We wouldn’t be back. Even if our original waiter had gotten the manager earlier the way Ashley moved we still would have been sitting there for forever. It made us feel unwelcomed and disrespected when it took that long for Ashley to address us and I believe she tried to have the black girl come out and argue with us to see if that would make us stop complaining about our service and food. Again we won’t be back. To add she didn’t say much when...

*EDIT TO ORIGINAL POST

We went back to this store about 1-2 weeks after this encounter and dined in with a gift card from guest services. I will say entire experience had made a complete change! We were greeted very promptly and nicely, seated timely, we went during lunch from 12-1. Our server was on top of it, and was also training another new team member! We had fresh biscuits and cornbread, our meals were both served hot, and we were taken care of as we felt we should have been. It was a very pleasant experience and we left happy. Thanks again- the attentiveness to my original concerns posted & the timely manner in which they were handled was very impressive. It really shows how much you guys care about customer retention!

The store is always very clean and stocked nicely however it’s noticeable that management is lacking. The rude attitudes of the workers here has about ran me and my family off for done & carry out in the future. Anytime we get either the food is always barely warm never hot and it’s like pulling teeth to get biscuits or cornbread. When I got my to go last night the young lady acted like it was an issue that I was only placing an order for 1 plate of food. I kindly asked to please include some cornbread. I browsed the store while I waited for my food, no problem. I got it and walked to the car before checking and of course no corn bread but 100 butters. I go back inside and ask for some. She walkie talkies the back and tells them, then she replies back to me and ask, well how many do you actually need? I said well I mean, I guess two would be nice at the least? She rolled her eyes and did a kissing teeth. Very rude. (This same young lady has been ugly in the past, keep in mind I’ve already tipped.) I waited and a much nicer lady brings me the corn bread. I get home, which is just down the road, nothing is hot. Everything is luke warm at best and the meatloaf was literally so burned on all edges I couldn’t even eat it!! Which is unheard of for Cracker Barrel- so disappointing. I will be going all the way to Mobile when I want Cracker Barrel from now on. Please work on improvements here, it’s such a shame these establishments come to our town so we don’t have to go way out to Mobile and yet you still have to do to situations...

We had a very poor dining experience at the Saraland Alabama location on 05/04

First off we sat down at around 8:30 PM. The restaurant was not busy at all and there were less than 5 tables that were occupied at that time. As soon as our server came to us we placed our order. 15 min after we placed our order our server came and told a member of our dining party that they were out of the Southern Fried Chicken. IMO the kitchen more than likely did not want to fool with making the chicken. Most times when the kitchen is out of an item the wait staff is aware of that prior to that item being ordered – but I digress.

After waiting almost 40 min SOME of our food finally arrived (remember the dining room was not busy at all) Personally I ordered Chicken and Dumplings with a double side of okra. As my server handed me my entrée she asked what my sides were. I had to remind her that it was double okra. About 5 min later she came back tell me that they were cooking the okra. By the time the okra came to me (10 min after my entrée arrived) I was finished with my meal.

Another member of my party had pancakes with her meal. When the pancakes were brought she asked for a knife (the only thing we were handed when we sat down were forks) – after waiting for 5 min , and her pancakes getting cold, I had to walk to the back to ask again for a knife.

Two members of my party ordered grits – each of them said the grits looked off and tasted funny. Both became ill soon after eating just a few bites of the grits each.

In summary - For the length of time it took to receive this food - to the inaccurate fulfillment of this food – to the poor customer service we experienced - and for the other items listed above, our dining experience was less than satisfactory. Personally I probably eat at a Cracker Barrel restaurant on average twice a month, and I have never had an overall experience this poor. Unfortunately it will be quite a while before I go back to another...