CRACKER Barrel has been left apologizing after a meal mishap left a customer furious.
They claimed the size of their food was not what was expected and threatened to never order from the chain again.
“@CrackerBarrel Mmm yum! I can’t wait to enjoy my ‘FULL’ Home Meal…” the fuming diner, Kek, wrote in a post on X last month.
“Please tell corporate these pictures are not the same.”
Kek included a side-by-side set of images.
One was a screenshot of the online listing of the Meatloaf & Mac N’ Cheese selection from Cracker Barrel’s $6 Take Home Meals.
The second was an image of the Meatloaf & Mac N’ Cheese meal after Kek got it delivered, which they claimed was much smaller in comparison.
“Never again. What a bait and switch,” the customer snapped.
“Pretty sure the kids meals are bigger than this.”
RESTAURANT’S RESPONSE
Cracker Barrel was quick to respond to the complaint, requesting more information to resolve it for Kek.
“We’re sorry to hear about your experience. To best assist you, please send us a direct message,” the restaurant company replied.
It’s unclear if the customer contacted Cracker Barrel further or if the problem was ever rectified.
Take Home Meals are either $5 or $6 depending on where customers are located, per Cracker Barrel’s website.
The catch is that the $5 meals can only be purchased alongside a normal entrée of “equal or greater value.”
It can be added to a dine-in or online order.
Options include Meatloaf & Mac N’ Cheese, Smoky Grilled Chicken & Mashed Potatoes, and Fried Homestyle Chicken & Mac N’ Cheese.
Recent Cracker Barrel Changes
Cracker Barrel has made drastic changes to some of its locations after financial struggles recently.
New decor – Cracker Barrel is piloting a remodel of its restaurants using a different color palette, updating lighting, offering more comfortable seating, and simplifying decor and fixtures. Tweaking prices – Lowering prices at some locations as well as raising prices in others due to the location of the chain. New menu items – In more than 10 locations, Cracker Barrel has tested 20 new items, including green chili cornbread and banana pudding.PRICING PAINS
The Take Home Meals deal is an affordable bonus option for customers on a budget, and likely a sought offering for some considering prices were raised at Cracker Barrel last year.
CFO Craig Pommells confirmed a 4% cost increase for the menu during a May 2024 earnings call and said that number was expected to increase to 5% by the end of the year.
Driven by inflation and other economic pressures, the company didn’t make the decision lightly.
Cracker Barrel CEO Julie Masino explained that the chain had to find a balance of value and profitability.
“Price is a powerful lever, but it’s also something that’s really recognizable for consumers and comparable to other experiences that they’re having out there,” Masino noted on the earnings call.
“So as we talked, we’ve been really maniacal about thinking about how we protect value while making sure that we take price in a way that better sets us up for success and better flows through.”
Still, some fans said they were “not happy with changes” after the price uptick and feared the chain’s “demise” in the coming years.
Cracker Barrel also caused controversy this month after closing its last remaining location in one state, and some employees claimed they didn’t find out until they showed up for work.
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