Cracker Barrel Old Country Store — Restaurant in Shiloh

We had the worst experience at Cracker Barrel in Shiloh, IL this evening 4/20/25 between 5-730 PM. It was Easter so we expected a wait before we came. We waited 30 minutes to get sat which was fine. After we got our orders taken we waited over an hour to get our food. The tables in front of us were sat after us, orders taken, ate, and given to go drinks all before our food arrived. We had our 1.5 year old with us that we had to entertain the entire time. We had to ask for bread so she wasn’t going hungry. The waitress came up to us twice and apologized we hadn’t gotten our food yet. She told us she wasn’t allowed to go back to the kitchen to ask when it was coming. My mother in law had to go find a manager walking out of the kitchen. He apparently sent over the other woman manager “Iwana” (I’m not sure if that is spelled correctly). First of all, Iwana walked up to our table and stared at my mother in law. No hi, hello, how are you, how can I help you. She just stared at her and smirked until we asked if she was the manager. It was very weird behavior. My mother in law then explained the situation. Iwana then gave the excuses of its Easter and everyone has to wait. Sure, we can be reasonable but over an hour wait when the other tables around us were getting their food is crazy. When I pointed that out she asked, “well did they have another server? Some servers are faster at getting orders in than others.” Again, what a weird response. Isn’t it your job to…manage your servers? She then offered us $3 off after my mother in law said we should get a percentage off for the wait which was a joke. Let me point out we suggested this because Iwana offered no solutions or apologies. I then said we wouldn’t be coming back and Iwana said, “that’s fine!” And walked away. When I said we need her name she turned around and yelled her name and the store number at us from across the room. At no point did she say I’m sorry, I apologize, thank you for your patience, we made a mistake, etc. Basic customer service skills. The man manager (I can’t recall his name) later came over and apologized and offered us free dinner the next night. We are local and usually like to bring our family there when they come to town. We normally aren’t ones to complain and we will never be back. I think Iwana needs to have a refresher in customer service skills. I’ve worked in a restaurant before and that would have never been acceptable behavior, let alone from a manager. I get this is probably a stressful day to work but come on a basic I’m sorry here’s a coupon or something would have sufficed. They also had a young girl sliding around on a dish rag with her feet to clean up a broken glass two tables over. I can only imagine what goes on in the kitchen! I wouldn’t recommend going there. I will be calling to report...

All was good until trying to check out at counter and informed the lady I have a free meal on my app I earned and paying with 2 gift cards and will pay whatever is left after that. Cleary this casher was not only rude did not know what she was doing and embarrassed me and my party as she said its not on my screen so unless it shows on my screen there is no free meal. She argued even tho I showed her my app on my phone and I Said I always have an issue at this Cracker Barrel, I said then you need to get the Manager and have this take care of. After the Manger came out, and she apparently didn’t know what she was doing either!, I expressed again what I was trying to do and showed her my app and again said I always have an issue at this Cracker Barrel for some reason. The Manger then asked if I was done, I said yes Im so done. She then asked the cashier the issue and she again rudely explained that if it doesn’t show up from my phone app to her screen its not there and she can’t do it. When all of a sudden she said Ill try it again, and she ask what I was paying with I again said the 2 gift cards & il pay the rest with another card. She asked the Manager to read the small pin # on the 1st gift card to input the miraculous the free meal showed up , and I looked at her and the Manger like this should have been input this way before. Then Manager asked cashier why did it now show up, casher said it will only show rewards when I input the means of payment. OMG!! She should have done that in first place instead of HER making a big deal and embarrassing me and my party. Then I ask if she in both (2) gift cards she said yes, so I paid and bought some other items on a second transaction. After getting home and looking over receipt I see she did not input both gift cards only one and of course I left them with her since I thought they were empty and the 2nd one had around $7 on it :( SO disappointed and I will not ever be back at this Cracker Barrel since you all own me $7ish (between $7-9 something) gift card and...

I went in at 5:47 p.m. and was relieved that I was able to place a to-go order immediately. It wasn't crowded at all. I ordered a pancake meal, a $5 take home frozen meal, and ready-made cheese bites. Unbelievably, it took nearly an hour to get my order. People came and went. I'm still waiting. Another customer was pacing around and asked about his to-go order that he'd placed online. He commented that it was supposed to be ready by 6:19. It was 6: 40. His order came out, and he paid and left. Wait a minute!!! So, I asked about my order. Usually they come over the mic and say order ready for so-and-so. So, I asked about my order. The response was, "Oh. It's over here." There it sat on a wired cooling rack. I got in line to pay and asked how long it had been ready. Her response was, "It's been ready for 15 minutes. It hasn't been that long." I replied, "For pancakes, that's long." "I'll just reheat them in the microwave." I also let the cashier know, several times, that I had a free welcome appetizer. She told me okay, pay, and it'll come off. I paid, but it didn't come off; the appetizer was on my bill. Now, the manager had to come out and take it off. This means my food is really cold. I commented about my wait time. Carlos said, "It wasn't me. I came right up when they called for a manager." That's not the point. The process of getting a customer their order in a timely manner needed to be addressed. The least I should have gotten was an apology. At that point, I canceled the entire order. That was another 10 minutes. Finally, it was over. As I say goodbye, I tell the cashier that the error isn't hers because the hostesses bring the meals from the kitchen and place them on the rack. They should have used the mic to call the name of the person whose name is on the order. NOW, the manager chimes in and apologized. Too late. My mealtime is ruined....