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| - Had breakfast here this morning and noticed that there has been a significant change since they opened 5 months ago. And it is NOT a good one to my dismay.
1. We put our name on the online wait list which said about a 5-10 minute wait, arrived, checked in, and was told we were the 2nd group to be called. We were okay with this, sat down on the provided rocking chairs to enjoy the nice weather. About 5 minutes, the overhead speaker called out name, we went inside and was told to wait for a bit before we would get to our table. 10 minutes later we were finally lead inside the dining room but waited another 3-5 minutes next to the fireplace because our table was still being cleared. Really? Why call us in only to wait, and keep waiting when we could have waited outside where we were comfortable.
2. Service was bad and the restaurant was pretty full so it made it even worse. Not only did our server speak in a hushed tone that it was diffulicult to hear, but she looked like she would rather be anywhere else than there. I had to also prompt her to ensure that the right food choices were noted (i.e. hash brown casserole or fried apples). My husband's water was never refilled and my coffee was on refilled once at the end of our meal. Our server did check on us after our order was taken and only came towards the end to close out our check.
3. Food was barely edible. Side of gravy that came with the biscuits was cold and unappetizing. Buttermilk Pancakes was more sugar than pancake. Bacon was fried within every inch of its like and way overdone. Ordered eggs over medium and it was barely near that. Sliced Ham steak was thin than a deli meat cut and drier than the desert air. Hashbrown Casserole was soggy and not crispy as I had ordered.
4. Floor staff that were present and just standing around. It seemed that the focus of the management was only on clearing and turning tables WITHOUT any care to ensure that food quality and quality service was maintained. They may have high personnel costs but it may be because they are paying a bunch of folks to just stand around and hardly do anything which shouldn't be the case when you have a full restaurant. Managers are also in sore need of a refresher in management style and customer service. Before we left, my husband observed one manager harshly tell our server who was attending to another table to "hurry up and clear that table". Maybe that is why she seemed afraid/timid if that is their leadership style! Only one I noticed constantly moving, attending to/checking on her customers was our server from our visit 5 months ago. Really wished we had her today and our experience would have been much better but alas it was not so.
Overall, if this was the very first time that we visited Cracker Barrel, we would NEVER, EVER come back!
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