Buc-ee’s Just Got an F from the Better Business Bureau, Here’s Why

It’s not been the best couple of days for Buc-ee’s. The gas station/convenience store/purveyor of fast food and irresistible snacks/general cult phenomenon has long held a spot in many people’s hearts – but it seems as though it’s perhaps not dealing that well with the concerns of those who think it could be doing things a little better. That’s according to the Better Business Bureau (or BBB for short), which recently awarded Buc-ee’s an F rating for failing to respond to dozens of complaints levied against the chain by customers. Ouch.

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But what kinds of complaints have people been making about it? Did these lead to its disastrous rating, or was it something else? And what is the BBB, anyway? We’re laying it all out for ya.

What Have Customers Been Complaining About?

In total, the BBB counted 87 complaints that Buc-ee’s had failed to respond to, which led to its ultimate F rating. These complaints aren’t just over nothing; rather, a lot of them were to do with customers being overcharged, double-charged for items, or mistakenly charged for things, which they’re then given no refund for. In May 2025, for example, a customer paid at a gas pump, but when no gas actually came out of the pump itself, they tried to seek out a refund – only to be told to reach out to Buc-ee’s via the website. The company then didn’t respond. We think we’ll take our business to those grocery stores that do offer gas rewards instead, thanks.

The BBB also points out that “the company will not respond to complaints or customer reviews forwarded to them” by the organization itself, which seems to be an active choice on Buc-ee’s part. Furthermore, when PEOPLE reached out to Buc-ee’s, it also didn’t get any response. You can’t hide forever, people!

Are Bad Reviews Also a Factor in This Rating? 

Nope. The BBB notes that “customer reviews do not impact” its ratings, and instead it ‘awards’ them “based on factors like customer complaints, transparency, and responsiveness.” The frustrating thing about all this is that if Buc-ee’s had just dealt with these issues in the first place, there wouldn’t be all of these complaints, and it wouldn’t have fared so badly in the BBB’s estimations. Alas. 

And the Better Business Bureau – What Is That?

The BBB is a non-profit organization that states that it’s “one of the most trusted sources of business information online.” It’s been holding businesses to account for more than 100 years in a bid to guide businesses into operating more ethically and honestly, and to guide customers into engaging with the right ones and avoiding the wrong ’uns. The BBB doesn’t have any explicit power to force change in business practices, but accountability is never a bad thing, right?