Cracker Barrel, the beloved American restaurant chain known for its old-country theme, has found itself in the midst of a customer revolt following a series of controversial remodeling efforts. The backlash began to gain momentum as loyal patrons noticed the removal of the iconic lattice work, the introduction of sleek bookshelves, and the complete replacement of furniture that many felt embodied the essence of the chain's charm.
The initiative, which aims to modernize the interiors of Cracker Barrel locations across the nation, was recently highlighted in a promotional video featuring district manager Brent. "We might have refreshed some things and updated a little bit, but don't worry, we're still Cracker Barrel!" Brent assured in the footage. Despite the changes, which include brighter gift stores and dining rooms as well as added sound buffers to ceilings, Brent emphasized that core elements like the deer heads, clocks, and country knick-knacks above fireplaces remain untouched.
This remodeling campaign, which launched over a year ago, has only recently caught widespread public attention. Customers have taken to social media to express their dissatisfaction, with some demanding a return to the traditional décor. "Change it back, now!" and "Exactly nobody wanted this," are among the sentiments echoed in the comment sections of Cracker Barrel's official posts.
The Daily Mail has reported that additional promotional videos showcasing the streamlined designs have continued to attract negative reactions. One such video, intended to highlight the new S’mores Skillet dessert, inadvertently showcased the minimalist shop and dining areas, prompting comments longing for the return of the original nostalgic ambiance.
Despite the uproar, not all feedback has been negative. A segment of the customer base has come out in support of the modernization, praising the fresh look and practical benefits of an open floor plan. The company's social media channels have seen comments such as "Looks great and fresh," and "Love an open floor plan!"
The controversy has even reached platforms like TikTok, where dedicated videos criticize the new designs. Meanwhile, Cracker Barrel's Chief Marketing Officer Sarah Moore addressed the issue in an interview with Fox News Digital, stating that the company has been experimenting with various levels of remodels and that customer feedback is crucial in shaping future renovation decisions. Moore reassured fans that signature elements like rocking chairs, biscuits, and peg games would remain.
CEO Julie Felss Masino, who took the helm in 2023, has been at the forefront of the strategic transformation plan, which includes the remodeling initiative. Masino has stated that the objective is to drive relevancy, deliver experiences guests love, and grow profitability. The company has announced plans to remodel approximately 30 locations by summer.
As the debate continues, it is clear that Cracker Barrel's attempt to stay current while preserving its traditional appeal is a delicate balancing act that has struck a chord with its customer base.
