The Better Business Bureau said it rates businesses based on factors like “customer complaints, transparency, and responsiveness"
:max_bytes(150000):strip_icc():format(jpeg)/Buc-ees-virginia-031226-tout-a56b2e974a484d86a4608ac0b5a9e129.jpg "Visitors shop for brisket sandwiches at the first Buc-ee's to open in Virginia, off Interstate 81 in Rockingham County July 2, 2025 in Mt. Crawford, VA.")
Credit: Valerie Plesch/For The Washington Post/Getty
NEED TO KNOW
- The Better Business Bureau gave Buc-ee's an “F” rating on its website
- The agency cited the company's 88 complaints filed against it and its failure to respond to these complaints
- The BBB also noted that the company had a pattern of complaints involving customers being unable to contact the company and “poor/rude customer service”
The Better Business Bureau isn’t backing Buc-ee's.
The Better Business Bureau (BBB) gave Buc-ee's — the chain of travel centers known for its gas stations, selection of food and branded merchandise — an “F” rating, according to its website.
The BBB said the rating was given due to 88 complaints being filed against the Texas-based chain, and the business’ failure to respond to the complaints.
The agency noted that it rates businesses based on factors like “customer complaints, transparency, and responsiveness,” and noted that customer reviews don’t affect its ratings.
Credit: Brandon Bell/Getty
PEOPLE has reached out to Buc-ee's for comment on the rating.
According to the BBB’s website, Buc-ee's has had a pattern of complaints involving customers being unable to contact the company. Even customers who sent an inquiry on their website have not had any responses.
One such complaint occurred in May 2025 when a consumer “paid at the pump but no gas was dispensed.” He said that his card was still charged and when he attempted to reach out to the company for a refund, he was unable to get a response.
Customers have also complained about “poor/rude customer service” at the business and say that when they talk to a manager, they are “not empowered to address their issues,” per the BBB.
The BBB noted two complaints that exemplified this including one in August 2025, in which a customer said that they were told they “could return a product” that broke and a worker “placed a note on the consumer's receipt to ask for the manager.” However, when they went back to return the item, the “same manager told them he wouldn't help them.”
Another incident happened in March 2025 when a customer “accidently purchased a car wash,” and when she returned to the store to ask for a refund, she claimed she was “met with rude employees who told her there was nothing they [could] do.” She was also unable to reach anyone in the corporate department.
The BBB also quoted a more recent customer review in which someone said they purchased a sandwich at one of the locations, which had “chucks of yellow fat.” When the customer asked a manager about it, the manager “stated they keep the fat for flavor, he did acknowledge that too much was kept.”
Credit: Brandon Bell/Getty
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When the customer asked for a refund, he was allegedly told that the company was not “authorized to offer a refund despite what some media stories have reported.” The customer said they also attempted to contact the company both online and on the phone to no avail.
There are 54 Buc-ee's locations nationwide in Alabama, Georgia, Florida, Missouri, Mississippi, South Carolina, Tennessee, Kentucky, Virginia, Colorado and Texas, according to its website.
While the company did not receive a high rating from the BBB, it was ranked No. 5 in the 2025 American Customer Satisfaction Index for convenience stores and earned America's No. 1 quick-service restaurant spot in dunnhumby rankings, according to Fox Business.
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