ComplaintsforBuc-ees, Ltd.
Current Alerts For This Business
Since March of 2019 to date, the BBB Houston began receiving several complaints that are exhibiting the following pattern;
Consumers allege they are unable to contact the company as there are no phone numbers on the website. When they send a inquiry through the website, they go unanswered. Complaints and customer reviews also state, poor/rude customer service. When customers ask to speak to a manager, they are not empowered to address their issues.
In a September 2022 review, a consumer was upset when an employee told the consumer he could return a product but when the consumer wanted to, he was told, “all sales are final”. When he asked to speak to a manager, the manager told him the sale thing.
In a complaint filed in November 2022, a customer was double charged for an item. He tried reaching out to the company multiple times but hasn’t received a response. The company failed to respond to the BBB.
A review received March 14, 2023, a consumer purchased $17 worth of items but was charged $82.69. She is having trouble reaching a manager or anyone at the corporate location for the refund.
In 2023, the BBB received multiple complaints regarding a store policy that states a consumer can only return 2 items per receipt. Consumer's state that policy is not written on the receipt nor is it on the company's website.
Currently, the company will not respond to complaints or customer reviews forwarded to them by the BBB.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
01/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
11/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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.Initial Complaint
11/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I was charged twice within 2 minutes of each other and have tried reaching out to Bucees multiple times and have not received a response. I am just wanting my money back.Initial Complaint
08/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was getting gas at Bucees in Katy Texas, I paid $20. The clerk had to move registers to process the transaction but told me to not put my PIN number in. Then I noticed they authorized $125, and it’s been 4 days and it’s still pending in my account. My bank said it’s odd that it hasn’t posted, I can’t dispute it because it hasn’t posted yet. I had to borrow money just to get by because of this. The gas station phone number says it’s invalid when I call. I had to call the headquarters and the girl told me it was my bank that did this???? I’m very upset and don’t understand why they do this ? I have no money right now and they have not helped me at all.Initial Complaint
07/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I visited Buc-Wes’s in 2760 I-35, New Braunfels, TX 78130 on July 11, 2022. I dropped my wallet as I made my last purchase and did not notice until I drove home about 180 miles away. I called the number listed but it informs me to go through their website. I came to find out through their website that that they don’t offer customer service through phone to make transactions faster. This is directly from their FAQ section in their website, “Why are your store phone numbers unlisted? This is not a decision we made lightly. We previously had phones in the stores which were answered by the cashiers. When cashiers were on the phone instead of waiting on customers, this made the customers angry, so we thought it would be better to direct comments to the website.” I proceed to use their website which had a questionnaire that would direct the exact question and provide feedback so they can reach back. At the end of submitting all info it says to complete a verification of email through a link they sent. I have been trying for days with multiple emails in which I never receive a response. I drove back to the store and told them about the BBB situation and they responded they have no contact with anyone and the only way is the website. They also mentioned that all lost items are sent to corporate and they are directed from their website. I proceeded to explain that all the attempts have not worked. She said that would be the only way since they don’t even have contact with anyone besides the email. I continued to explain all my attempts and that the website seems to not work. She said that for them it does work so then it should work. I was basically told told to try the website and hope they contact me. I just want to see if I can find a direct contact to corporate to be able to ask for my list item in return.Initial Complaint
07/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On Friday, July 8, at 4:00 PM, My family and I stopped by Buc-ees to get gas. We parked in the last stall at the end near the side street entrance to your business. My mom was with us as well and she has dementia. Upon getting out of our car, we discarded trash in the trash can beside the gas pump that we purchased gas. I took my mother in to the store to purchase food and to take her to the restroom. Upon entering the restroom I realized my phone was missing. The problem was that my phone was discarded with the trash by mistake. I immediately rushed to retrieve my phone however, the trash cab was empty and I ran back in-the store and requested the manager. I informed the manager of the situation however she stated there was nothing she could do because the trash goes behind the building in the trash compactor. I immediately informed her how vital it was that I get my phone as it was less than 5 minutes ago. She called on her walkie talkie and confirmed the trash had been taken to the back and still said she could not do anything. My life is on that phone including my moms schedule for her doctors appointments my work dictations that are not able to be backed up. Photos of my kids when they were babies that are not on a ****** *** ***** they have acknowledged that my phone is still in your compactor. It would have been easier to retrieve if your manager would have asked the workers to look for it rather than tell me no. Please help me.Initial Complaint
03/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 3/20/2033 at 14:27:07 I purchased a jar of cinnamon honey from Buc-EE's in New Braunfels, TX. When I got home and took it out of the bag, I noticed my bag was oily and the jar lid had not been screwed on tight, causing it to leak. When I took the lid off, there were either finger marks or a tongue mark, and what appeared to be lip marks inside the lid. Also, the plastic that was supposed to be a safety guard was smashed, as thought the lid been removed and attempted to have been replaced without breaking the seal. I attempted to contact the business, but the phone message said to go online. I went to the website and filed my complaint. A message came at the end and said to check my email. I never received an email, so I do not know if my complaint went through to them. I have had no contact from anyone at Buc-EE's. I wanted them to check their video cameras to see if they could find the incident. I am concerned that this may be a new trend, like when people were opening ice cream containers and licking them. I threw the jar of honey away, and my reciept if fading due to the oils on it. Receipt transaction number 46345 POS: 37 Cashier: Corey, CA Sale price $7.99 Location 2760 IH 35 New Braunfels, TX
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
53 total complaints in the last 3 years.
28 complaints closed in the last 12 months.