Buc-ee’s receives ‘F’ rating from BBB after dozens of customer complaints

TYLER, Texas — If customer service were a report card, Buc-ee’s would be sitting at the bottom of the class. 

According to the Better Business Bureau’s Houston office, complaints about the company date back to March 2019 and continue through 2025.

The BBB gave 33 Buc-ee’s locations an ‘F’ rating citing 88 complaints filed against the company and a failure to respond to them. 

BBB ratings range from A+ to F and are meant to reflect how likely a business is to interact with customers in a fair and responsive way. The grades are based on several factors, including complaint history, transparency and how companies handle disputes.

The BBB said customer reviews themselves do not affect the letter grade, but unresolved complaints and a lack of response from a business can lower a rating.

The BBB also notes its ratings are not a guarantee of a company’s reliability, but rather one piece of information consumers should consider when deciding where to spend their money.

According to the BBB, several customers reported difficulty contacting the company, noting there are no phone numbers listed on the company’s website. Consumers also reported that inquiries submitted online often go unanswered.

Other complaints describe alleged rude customer service and managers who customers say were unable or unwilling to resolve issues.

While the BBB lists 88 complaints since 2019, Buc‑ee’s locations routinely draw extremely high traffic. Though the company does not release its own foot‑traffic data, those 88 complaints span 33 locations across the U.S. over six years — a relatively small number for a chain whose stores can draw millions of visitors annually.

Not every store flunked. About five Buc-ee’s locations listed were spared failing grades. A Buc-ee’s in Fort Worth, Texas, and a Buc-ee’s in Smith Grove, Ky., both carried A ratings—though the website notes the businesses are not BBB accredited. Two other locations received C‑minus ratings, and one location had no rating.

• August 2025: A customer said a manager told them a broken product could be returned and wrote a note on the receipt. When the customer returned to the store, the same manager allegedly refused to process the return.
• May 2025: A consumer said they paid for gas at the pump but said no fuel was dispensed. The customer reported being charged anyway and said they could not reach the company for a refund.
• March 2025: A customer who accidentally purchased a car wash said store employees told them a refund was not possible and said attempts to contact corporate were unsuccessful.
• 2023: Multiple complaints alleged a policy allowing only two item returns per receipt, though customers said the rule was not listed on receipts or the company’s website.
• March 2023: One customer reported spending about $17 but being charged $82.69, saying they had trouble contacting anyone at the company for a refund.
• November 2022: Another consumer said they were double charged for an item and said they never received a response from the company.
• September 2022: A customer said an employee initially told them a product could be returned, but when they attempted the return, they were told “all sales are final.”

The Better Business Bureau says Buc-ee’s told the organization it will not respond to complaints submitted through the BBB.

Businesses are not required to be accredited by the BBB, and some choose not to participate. To become accredited, companies must apply and agree to meet certain standards, including making a good-faith effort to resolve consumer complaints.

The BBB encourages consumers to check a company’s BBB Business Profile and consider multiple sources of information before making a purchase. 

CBS19 called the number listed on the BBB’s website to reach Buc-ee’s and left a message.