Loyal customers of Buc-ee’s have made the store a fan favorite, but the nonprofit Better Business Bureau tells a different story, recently slapping the popular Texas-based chain of mega-gas stations with a “F” rating.
Buc-ee’s is known for the sheer size of its convenience stores (an outpost in Luling, Texas covers 75,593 square feet) and numerous gas pumps (more than 100 in some locations), along with clean private bathrooms and barbecue sandwiches.
In fact, Buc-ee’s, with stores from Texas to South Carolina, is so popular that it recently announced it is expanding to Arizona, Arkansas, Kansas, Louisiana, Nebraska, North Carolina, OhioAnd Wisconsin.
So why is a chain with the fifth highest customer satisfaction rating for convenience stores in the US failed with the BBB?
The BBB said it has fielded nearly 90 complaints about Buc-ee’s over the past three years, which it said shows a pattern. These complaints include overcharging; poor or rude customer service; refusal to allow returns; issues with refunds; and that customers have no way to contact Buc-ee’s except through its website, where the chain is unresponsive.
Bottom line: The reason for BBB’s ‘F’ rating is that of the nearly 90 complaints filed against Buc-ee’s through the nonprofit, no response has been given to, well, all of them.
How does the Better Business Bureau rating system work? According to his websitegives the nonprofit ratings from A+ to F “based on information BBB may obtain about the company, including complaints received from the public. BBB seeks and uses information directly from companies and from public data sources.”
While customer reviews do not influence ratings, how the company interacts with those customers does influence it, and how much information the company provides to the BBB upon request.
Fast Company has reached out to Buc-ee’s for comment on the BBB rating. In the past, the chain responded to media requests with a short message: “No comment.”
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