Texas Family Dines At Cracker Barrel. After 50-Minute Wait, They Learn About Bread Rule: ‘It’s Gone Downhill'

A McAllen woman says she and her family will never eat at Cracker Barrel again after what she describes as a “horrible” experience.

Ashley Saenz (@ashley_l_saenz) shared a video complaining that the chain’s customer service “stinks” and that the food was just mid. She says her family waited 50 minutes for their entrees, but the frustration started much earlier. Saenz asked for bread to hold everyone over while they waited, but got only two pieces—an “overcooked” cornbread and a biscuit—even though her table had ordered three plates.

When she asked the waiter about it, Saenz says he cited a “new rule” that bread could only be served with certain meals. She says the rule should’ve been overlooked since her family had already waited nearly an hour for their food.

Things only got worse when the entrees arrived.

As of Monday, her clip had racked up more than 31,900 views.

What happened when their meal came?

Saenz says her broccoli cheese casserole was completely “brown, black, burnt,” and her mashed potatoes and chicken arrived “ice cold.” Her son’s scrambled eggs were “hard as a rock,” and her husband’s meal suffered too.

Her husband and son had unknowingly ordered from the “Meals For Two” menu, which comes with an appetizer and two entrees. Saenz says that when she asked about getting an appetizer, the waiter said they couldn’t use the deal because it hadn’t been specified at the time of ordering, though the entrees were part of the special.

“So then they called the manager over, I told them about my food being cold, [and] the manager literally does not say one word to me,” Saenz recounted. “He just grabs the plate and walks off.”
She says the manager ultimately blamed her, claiming Cracker Barrel “expects” customers to read the menu first.

“Terrible food, terrible customer service,” Saenz concluded. “There were so many people there complaining.”

Does Cracker Barrel have a new bread policy?

On Cracker Barrel’s website, it states that it wants to be sure that “guests get the hottest, freshest biscuits and corn muffins” possible, and that the bread is then served as part of the guests’ meals.

But Saenz isn’t the first customer to point out that’s not exactly true. One month ago, in the r/CrackerBarrel subreddit, another disgruntled patron says her server told her they would need to charge for a basket of biscuits because “it’s a new corporate policy that biscuits are [no] longer free unless it comes with your meal.”

So there may be a new policy that gives Cracker Barrel customers who order certain meals complimentary biscuits and corn muffins. And if you’re eager to eat a biscuit or corn muffin with your meal, you might have to order a qualifying entrée and tell your server you want the bread served beforehand.

Of course, while there’s no report from Cracker Barrel itself suggesting it will no longer give its guests biscuits and/or cornbread—or worse, will now charge for them—some loyal fans of the chain claim that this has always been the restaurant’s policy.

According to some Facebook users who claim to have eaten regularly at Cracker Barrel, the restaurant’s policy is that bread is served with the meal unless guests specifically request it beforehand. The confusion around the so-called “new rule” stems from the fact that servers used to automatically bring bread to every table, no matter what was ordered. Now it seems the company is enforcing the policy more strictly to control waste and keep the kitchen running smoothly.

How do people feel about Cracker Barrel today?

Some viewers said Saenz’s video was all they needed to decide they’ll never set foot in a Cracker Barrel again.

“You have convinced me not to go to this horrible restaurant,” one man wrote.

“This is shameful,” another added. “I hope corp gets this copy to [a] manager.”

Others argued the problem isn’t Cracker Barrel specifically, but that food chains in the Valley tend to be mid-tier.

“Customer service in the entire valley is really bad,” one person commented. “They need to be trained by corporate employees. Most employees seem unhappy and lack customer service skills.”

“You expect top-notch service in the Valley?” another quipped.

Of course, some commenters defended Cracker Barrel, saying they’ve visited the same McAllen location and had no issues.

“We’ve always had great experiences there. The waiters/waitresses are always super nice and sweet to my little one,” one woman shared. “We also always have plenty of bread and everything.”

“That place is always packed, people wait outside more than an hour just to get in,” another wrote.

“I’ve never had a bad experience with them. Their customer service and food were excellent,” said a third.

Patch has reached out to Saenz via a direct message on TikTok and to Cracker Barrel through email.

@ashley_l_saenz