Cracker Barrel Old Country Store — Restaurant in Smyrna

Let me start off by saying, I love Cracker Barrel. I had a long day of traveling and just wanted some comfort food-Chicken & Dumplings. I ordered on the app and it said 20-30 minutes. I got a text and said check in when you arrive and we will bring it right out. I arrived early as my hotel was close to this location. I waited about 10 minutes after my order time was scheduled for and nobody came out. I went inside and told them I was curbside pick up. A young man (who was very polite) came from the back and said "They are still working on your order." I asked if he knew how much longer it would be. He responded. I don't know. I asked him if he could please check. He went to the back and returned to tell me "We are out of chicken and dumplings" I responded with "Did you guys not think it was important to let me know? I've been waiting 20 minutes. What are my options?" He asked someone through his headset, then responded with "Country fried steak or Chicken" I told him Country fried chicken was fine. He went to the back and within 45 seconds was back with my order. That should have alerted me to check the order, but I was exhausted from traveling. He told me he put in a piece of chocolate cake and apologized for running out & to have a good night." I went to my hotel and unboxed my food only to find the country fried steak was cold and greasy. The Mashed potatoes had large uncooked potatoes in them. I called the manager to express my frustrations on tonight's experience and he did offer a refund. I'm not unreasonable to know that a restaurant can run out of things- I just wish 1. communication would have been better from this establishment. They had my curbside parking number and my phone number to call and let me know. 2. They would have taken pride in cooking me a fresh piece of Country fried steak, especially since that wasn't my original order. Food 1 🌟 service was 3 🌟 due to lack of communication. However like I said the curbside guy was nice, threw in a piece of cake and the manager did apologize and offered a refund. Atmosphere is always great, so 5 🌟. Please just communicate with...

We were pretty upset for several reasons: One of our orders was incorrect and by the time it was brought out to our table our party had finished eating ten minutes prior. We had to ask for napkins. There were none at the table. We ordered stewed apples and no spoons were at the table. (See comments later) Therefore they were cold and not appetizing. The waitress came by three different times when all of our drinks were empty and she did not offer a refill. I do give her kudos for being thoughtful enough to brink an extra cup of ice because she knew the fresh tea would melt it quickly. Bread was not offered at the beginning of the meal, we even had to ask if it came with our order. (Which it did)

When I brought these things to the manager's attention, he was very excuse driven. He said it wasn't custom for them to leave spoons out in their silverware. (In my opinion, this is ridiculous for such a place that serves breakfast all day. What about the people who want cream in their coffee?)He tried to correct me about the replaced meal and the time that it was finally brought out to us. He accused me of being hostile. Admittedly, I was exasperated, but was not hostile. Had he began his reply with a sincere apology instead of maintaining an arrogant disposition the whole conversation, it might not would have gone sideways. Ultimately, I asked for his district manager's name and he told me I could voice my concern on the Cracker Barrel website. I again asked for just her first name and was told it was Melissa. I was going to let this all go, but recieved an email (rewards member)asking how my visit was. I appreciate that the incorrect meal was comped, but I will never forget the rudeness and lack of customer-centric leadership at this...

It’s Cracker Barrel, so I try to keep my expectations low. ;)

The food is really hit-or-miss. Everything other time we’re here, the meat has been sitting for too long under a heat lamp or on a warming tray, and has that “not so fresh” thing going on. When it’s good, it’s good…it’s just not consistent. Generally the sides are okay…the vegetables are classically old school Southern and are very cooked. It’s the vegetable equivalent of eating meat that’s cooked to “well done.” You need to know that going in.

The food is sometimes very slow to come out, and I believe that’s a kitchen issue, not a server issue. Generally our servers seem to notice when things are taking too long and always try to let us know they’re aware and keeping an eye on the situation. I appreciate that.

Servers are without exception very kind and friendly here. We love that. Manager is often walking around checking on all the guests.

Typically the service in the store is much less consistently friendly. Today a worker rolled her eyes at me (!) and walked away when I politely said, “Thank you, but that’s not quite what we’re looking for.” Wow. That’s a little too fragile for retail, maybe.

I’ve seen managers on the store side arguing with subordinates and once heard a manager (again, only on the store side) berating an employee for not looking busy enough. It was horrifying. I felt awful for the person being yelled at.

This location is also inconsistent with their heating. Sometimes it is extremely hot inside. I usually wear layers to try to cope. Today I actually had to take my boots off while I ate, which made me uncomfortable, but not as uncomfortable as sweating...