Customer always right? Not sure in this case, but it sounds like they underestimated the backlash from all the changes. Diners don't like drastic change.
Interesting that Cracker Barrel, after going back to their original logo, is now suspending the refresh/remodels on existing locations. We'll see how the customer reacts - in most situations, a refresh leads to incrementally higher sales, but this isn't like "most" situations.