Cracker Barrel kitchens in turmoil as chain fights to win back customers after food scandals

Cracker Barrel Struggles to Regain Customer Trust Amid Kitchen Chaos

Cracker Barrel is facing challenges as it tries to repair its reputation and win back customers following controversies involving frozen biscuits and reheated meatloaf. The chain’s constant changes in management decisions have led to chaos in its kitchens, according to sources.

Recent reports revealed that Cracker Barrel had shifted from baking meatloaf daily to reheating it in microwaves after baking it the night before. However, management has been inconsistent in its directives, causing confusion among employees.

On a recent earnings call, Chief Executive Julie Felss Masino acknowledged the need for improvement in the food quality, emphasizing a focus on the kitchen operations.

Customers had complained about the quality of the Southern-style biscuits, which were being served hard due to a cost-cutting measure that involved freezing and reheating them. After admitting the mistake, management now requires that biscuits meet specific standards or be discarded, despite concerns about wastage.

The company’s recent logo change and controversies surrounding its food quality have resulted in a decline in customer traffic, with expectations of further decreases in visits.

Social media attention was drawn to Cracker Barrel’s meatloaf when a TikTok video purported to show pre-packaged meatloaf being reheated in microwaves before serving.

Amidst the turmoil, there have been rumors about the future of CEO Julie Felss Masino, with some speculating about her potential ousting. The company denied these rumors, stating that leadership communication with employees occurs through various channels.