Even though Buc-ee’s prides itself on having the cleanest restrooms and a beloved brisket sandwich, it has just received a less-than-stellar rating from the Better Business Bureau (BBB).
The BBB has assigned the Texas-based convenience store chain an “F” rating due to its failure to address around 90 customer complaints. The BBB uses a scale from A+ to F, where customer reviews don’t directly affect the rating, but how a business responds to complaints does seem to play a critical role.
Many recent complaints on the BBB website mention issues like high prices, product problems, unhelpful or rude customer service, and difficulties with returning items.
One complaint submitted on February 4 detailed a particularly bad experience: “I bought a chicken, bacon, and avocado lunch wrap, and it was so disgusting that I threw it out the window. There was no bacon, no ranch, just a few pieces of chicken… My husband tried it too, and he said it was the worst he had ever eaten. It tasted like mush and, on top of that, it cost $9.49.”
Another complaint from January criticized their customer service: “Buc-ee’s customer service is terrible” when dealing with lost or stolen gift cards. The customer expressed frustration over the lack of a phone line, saying, “I filled out all the information in the form multiple times and still haven’t heard back. I just want the gift card I paid for, and I want them to treat their customers better.”
Buc-ee’s hasn’t made any comments regarding these ratings or complaints.
Despite this setback, the chain is still on an expansion roll. As it stands, Buc-ee’s has 54 locations across 11 states and is aiming to open new stores in Ohio, Arizona, Arkansas, Kansas, Louisiana, Nebraska, North Carolina, and Wisconsin.
The chain’s large-format stores cover tens of thousands of square feet, typically equipped with about 120 gas pumps and 700 to 1,000 parking spots. Their signature items, like Beaver Nuggets and “Fresh Brisket on the Board,” have become staples for many road trippers.
Interestingly, Buc-ee’s ranked fifth in the 2025 U.S. Customer Satisfaction Index for convenience stores, outperforming well-known brands like Shell and ExxonMobil. By late 2025, it even outperformed fast-food giants such as In-N-Out and Chick-fil-A, taking the top spot in customer preferences according to the Dunhumby rankings.
The chain is also recognized for its pay transparency, offering starting wages between $16 and $20 per hour, with full-time managers potentially earning between $100,000 and $225,000. Many hiring signs posted at their stores advertise these wages. Benefits for employees include a 401(k) plan with full company matching and three weeks of paid vacation.
