Cracker Barrel’s plan to phase out its trademark old-timey decor in favor of a modern new look continues to rile its fan base.
In an effort to boost sales, attract new customers, and hopefully keep the 56-year-old business afloat through economic fluctuations, Cracker Barrel recently began giving facelifts to certain locations. According to a June report from The Wall Street Journalapproximately 40 of the chain’s roughly 660 locations have been revamped in some way. Changes are said to range from a fresh coat of paint to full, modern makeovers.
The fallout has been dramatic, to say the least. While some customers are praising Cracker Barrel’s new aesthetic, others have taken to social media to lament the loss of the Tennessee-based chain’s particular brand of country nostalgia.
After a few months of increased public attention and mixed reviews, Cracker Barrel has finally responded.
“We are very pleased with the trajectory of our remodeled stores,” a spokesperson for the restaurant told People this week. “Feedback from both guests and team members has been overwhelmingly positive and enthusiastic about the refreshed dining and shopping experience. All of the elements of our remodels were informed by direct input from our guests and team members alike—these changes are for them.”
“As with any change, we recognize that there may be a vocal minority who feel differently,” the spokesperson continued. “However, the strong performance of these locations affirms that we are moving in the right direction. We hope people who haven’t yet visited a remodeled store will visit us and experience the country hospitality proudly on display at every table and in every dish.”
Cracker Barrel CEO Julie Felss Masino has expressed similar confidence. She sees the backlash is a positive sign.
“It’s because people have an emotional connection with the brand,” Felss Masino recently told The Wall Street Journal Global Food Forumadding that the chain is working to honor that fandom even as it makes changes.
“People’s immediate reaction to things is like, ‘Oh, this isn’t the way it was,’” but they tend to come around,” she said.
