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Cracker Barrel has come under fire after a Maryland store faced a wave of online criticism for its handling of a group of special education students during a recent outing.
The incident, which took place at the chain’s Waldorf restaurant, has prompted calls for better training of staff to handle all customers and caused significant damage to the company’s reputation.
Incident sparks outrage
The controversy began when a group of 11 students with special needs, accompanied by seven staff members from Dr. James Craik Elementary School, visited the Waldorf Cracker Barrel as part of a community-based instruction program. The outing was designed to help students practice practical skills and social interaction in real-world settings.
According to Charles County Public Schools Superintendent Maria Navarro, the group was “refused service” and told the restaurant could not accommodate them. Although Cracker Barrel permitted the group to order takeout, the students waited for over an hour before returning to the school to eat their lunch.
A teacher involved in the outing, Katie Schneider, reportedly told parents the incident led to the removal of the restaurant from the district’s approved list of field trip locations.
Corporate response
Cracker Barrel swiftly responded to the backlash, issuing a statement acknowledging “poor communication” and conceding that the service provided fell short of the company’s standards. A staffing shortage, the company claimed, had resulted in the closure of one of the restaurant’s dining rooms that day.
“This is unacceptable,” the statement read. “We strive to create a welcoming environment and great experience for guests of all abilities, and we have a zero-tolerance policy against any form of discrimination.”
The company also confirmed that three employees, including the restaurant’s general manager, have been removed from their positions. An internal investigation has been launched, involving interviews with guests and staff to understand what went wrong.
Yelp reviews halted
The incident has triggered widespread criticism on social media, with parents organizing a protest at the restaurant and some customers calling for a boycott of the franchise. The Waldorf Cracker Barrel has been flooded with negative reviews on Yelp, prompting the platform to disable reviews of the location due to “unusual activity.”
A spokesperson for Yelp confirmed that an “Unusual Activity Alert” was placed on the restaurant’s page on Monday to address the influx of reviews, many of which likely stemmed from media coverage and not firsthand experiences.
The importance of training
The incident demonstrates the need for comprehensive staff training to accommodate all customers, especially those with disabilities. As companies face heightened scrutiny over how they handle sensitive situations, it illustrates how failures in communication and service can quickly spiral into reputational crises.
With Cracker Barrel executives meeting with school officials and affected families to address the issue, the company will need to rebuild trust and demonstrate that lessons have been learned to avoid similar controversies in the future.
