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Business Profile

Convenience Store

Buc-ees, Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

This business has 2 alerts

Complaints

This profile includes complaints for Buc-ees, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Buc-ees, Ltd. has 34 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order totaled $17 plus change. I was charged $82.69. I purchased a fairlife chocolate protein shake, an iced coffee, a celery/carrot cup, a bag of buccees white cheddar popcorn, a package of pickled pea snaps, and a monster energy drink. That was it. I was waited on by an African American lady and was there at approximately 1045am on 03/01/2023. Somehow I was charge $65.00 that I did not spend. This is fraud. I am having difficulty reaching a manager or corporate to rectify this situation. I have provided them Date, time, list of items I bought, and the last four digits of the card number. I would think that they could look up the receipt that would show what was charged to my card that I did not authorize. There must be camera footage of my transaction. The lady processing my order did not put my receipt in the bag.

    • Initial Complaint

      Date:03/08/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 21st, 2023 I was heading back to Tennessee from Florida. I stopped in Georgia at a chain location of Buc-ees (Fort Valley) to get gas. First I stepped inside to buy some items. 5 items to be exact. A bottle of Voss Water, A bottle of coffee, an iced coffee from the coffee station, a bag of jerky from the wall of jerky and a pack of cigarettes. Totalling less than $30. I never usually ask for a receipt at a quick stopped location but this experience has made me think otherwise. I went to my car and bought gas totalling $28.42. After driving several hours back home, I get an email stating that my bank is now negative. It turned out that I was charged $143.63 from inside the store. I've tried to contact Buc-ees in many ways but have not heard anything from the company. I just want my money back. I do not have a receipt unfortunately, but the company does know my transaction, because on their websites they ask for my last for digits of my debit card numbers.

    • Initial Complaint

      Date:03/03/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan. 24th one of my employees got diesel fuel for our work truck while on a delivery. The fuel was bad (had water in it), and completely ruined the entire fuel system in our truck. I have tried to contact their headquarters on multiple occasions to see what kind of resolve we can get, but you can't talk to anyone when you call. It directs you to their website, and when you submit your complaint on their website, nothing happens. I'm sure we weren't the only one's to get bad diesel fuel that day, and most likely the fuel service provider is fully aware of the situation. Just need someone to reach out so we can get the ball rolling.

    • Initial Complaint

      Date:02/25/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 dog sweaters at the Buc-ees location by Baytown, TX, on our way from San Diego to New Orleans, LA. I asked the cashier if I could return the sweaters if they did not fit, since I did not bring the dogs into the store. I was told by the cashier that as long as I had the receipt, I could return them to any Buc-ees location.

      Since the dog sweaters did not have an opening to attach the leashes, I decided to return the sweaters.

      We decided to advance with our drive and stop at a Buc-ees location closer to San Antonio. When I tried to return the two sweaters I was told that I had to return them at the same store where I purchased them, because they did not carry the sweaters there. Even though I explained to the supervisor what I was told by the employee at the other location, I was not able to return the items.

      I sent two emails to Buc-ees to get a resolution on this issue, (filled out an online form). I have not heard anything back, hence my complaint here.

      It would be nice if someone could follow up from Buc-ees.

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We visited buccees on 11/29/22 and were charged 167.34 when we should have been charged 88.34 - the cashier added on a 79 dollar dog house without our consent and we did not notice until the next day. This was a stop on a road trip so we could not go back to the store to dispute this. We have been trying to dispute this to buccees and our bank and buccees is refusing to make this right! Buccees needs to look at surveillance footage to prove we did not buy this dog house - we don’t even like dogs and makes no sense why we would buy a dog house. The cashier fraudly added on a dog house for his own good and id like this thoroughly investigated and our card refunded! This was buccees in robertsdale AL and I can provide further details if needed. This has been horrible from this business!

    • Initial Complaint

      Date:01/11/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was at Bucees Dec 30, 2022 in Baytown, TX and had several items missing from my purchase. I have emailed customer services 13 times using Contact Us button on their web as the phone refers you to web. I have listed items on the email to them and the web says to click email sent to you to confirm email with no email ever being sent for me to click to verify. I just want to speak to someone about the items missing.

    • Initial Complaint

      Date:12/06/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Went to get some gas at buc-ees in Leeds, Al. I went inside to pay at the register. So I prepaid $30. Only $30. Nothing more, nothing less. Later that night I was just checking to see how much is in my account. They charged me $104!! I’m middle class American over here and I can’t just have someone taking out however much they want. It doesn’t seem right that they do that. When I swiped my card at the register on the screen is said $30 not $104 bc if it did say $104 you bet I would’ve turned myself around and went to a different gas station. I know this happens at some places when you pay at the pump but I did not do that! I prepaid $30 inside at the register. I feel like I’ve been stolen from and that fact it’s a million dollar company doesn’t sit right with me. My bank won’t even let me dispute the charge for another 24-48 hrs when it’s “settled” seems pretty settled to me considering I was overcharged $74 and it’s been taken out of my account. Give me my money back! I shouldn’t have to wait any amount of time to get money back that was taken out of my account without my knowledge or consent.

    • Initial Complaint

      Date:11/27/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stopped in to get some snacks on 11/26/2022. Some snacks had a chemical taste with a after taste that was hard to remove. Another item which was a pastry tasted like BBQ. We visit at least once a month, and this is the first time we had an issue. Tried reaching out but no direct form of contact. No response from website contact form.

    Buc-ees, Ltd. is NOT a BBB Accredited Business.

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