American Favorite Slammed with F Rating as Complaints Pile Up

Buc-ee’s has built a reputation as the crown jewel of American highway stops. Giant stores. Endless gas pumps. Famous brisket sandwiches and spotless restrooms that fans swear by.

But the Texas-based convenience store empire is suddenly facing an unexpected black eye.

The Better Business Bureau has slapped Buc-ee’s with its lowest possible rating — an “F” — after the company reportedly failed to respond to dozens of customer complaints.

The BBB says nearly 90 complaints filed against the company went unanswered. Under the organization’s grading system, businesses are rated from A+ to F based largely on how they handle consumer concerns.

In Buc-ee’s case, the watchdog group says the company simply didn’t respond to many of them.

According to the BBB website, complaints range from poor customer service and defective products to refund problems and complaints about high prices.

Some frustrated customers didn’t hold back.

“Bought the chicken, bacon, avocado ranch wrap and it was so disgusting I had to throw it out the window,” one February complaint states. “There was no bacon or ranch and only a few pieces of chicken. My husband tried it too and said it was the worst thing he’s ever eaten. It tasted like flavorless mush and cost $9.49.”

Another customer complained that trying to resolve a gift card issue became a dead end.

“Buc-ee’s has terrible customer service,” the January complaint reads. “They have no phone number to call, only email. I filled out their form multiple times and never heard back. I just want the gift card I paid for and better treatment for customers.”

Buc-ee’s did not respond to requests for comment about the BBB rating.

The controversy comes as the chain continues one of the most aggressive expansions in the convenience store industry.

What began as a small Texas gas station brand has grown into a national travel destination. Buc-ee’s now operates 54 locations across 11 states, with massive roadside stores that can stretch over 70,000 square feet.

Many locations feature more than 100 gas pumps and parking lots designed to handle thousands of vehicles a day.

The brand has developed a cult following for its quirky mascot, Beaver Nuggets snacks, and its slogan promising “fresh brisket on the board.”

For millions of road trippers, stopping at Buc-ee’s has become part of the journey.

Despite the BBB controversy, the company has continued to rack up industry praise.

In 2025, Buc-ee’s ranked No. 5 in the American Customer Satisfaction Index among convenience stores, beating out major oil brands including Shell and ExxonMobil.

That same year, the chain topped the dunnhumby rankings for quick-service restaurant customer preference, outperforming heavyweights like In-N-Out and Chick-fil-A.

The company has also gained attention for unusually high wages in the convenience store sector.

Starting pay at many Buc-ee’s locations ranges from $16 to $20 an hour. Store managers can reportedly earn between $100,000 and $225,000 annually, according to hiring signs often posted outside the giant travel centers.

Benefits advertised by the company include full health coverage, three weeks of paid vacation and a 401(k) with 100 percent company matching.

Even with the recent wave of complaints, Buc-ee’s appears to be moving forward at full speed.

New locations are already planned in several states including Ohio, Arizona, Arkansas, Kansas, Louisiana, Nebraska, North Carolina and Wisconsin.

Still, the failing BBB grade raises an uncomfortable question for one of America’s most beloved roadside brands.

For a company famous for spotless bathrooms and smiling employees, critics say ignoring customer complaints could damage the carefully built Buc-ee’s reputation — especially as the chain expands far beyond its Texas roots.