Buc-ee's — Local services in Auburn

A piece of paper?

We were in the process of buying $100 worth of brisket, pulled pork, and jerky. My wife had another $100 worth of merchandise in a tote for the grandchildren. The lady at the meat counter ‘gave’ me two containers of BBQ sauce to go with the meat. One of them was leaking. She offered to replace it but I did not want a spill. Looking around, there was a stack of papers used to wrap sandwiches. Thinking the papers were water resistant, I asked for a sheet to wrap the sauce in to contain any leaks. I was told that was not authorized. Then I saw the plastic boxes that are used for other sandwiches and asked for one of those. I was told that was not authorized. Then I saw the box of nitrile gloves the food prep staff use and asked for a single glove. I was told that was not authorized. While asking for an explanation of why “that was not authorized,” I was told that was company policy and no deviations were allowed regardless of reason. This made no sense. The lady then said, "The man behind you can explain the policy". I turned around to see the Assistant General Manager of the store. When asked the same questions, he stated emphatically that “the owners of Buckeye’s had decreed that he did not have the authority to give out a single piece of paper to contain sticky BBQ sauce.” Really? I asked the man to clarify that it was the policy of BucEee’s to lose a $200 sale over a piece of paper? You can’t be serious. He was dead serious and said he could be fired for giving me a piece of paper or a nitrile glove. I had no idea that the count of individual gloves in a box was monitored to the degree that the loss of a single glove would be noted and someone might be fired. I wonder how much time is spent daily counting the leftover gloves, sheets of paper, and sandwich boxes and reconciling them with cash register receipts to ensure that nothing was given to a customer that did not result in a charge. Who will get fired if an employee inocently uses more than the prescribed number of gloves during a shift? I asked one final time because I could not believe what was happening. I wanted to be sure, I understood that Bucee’s would rather lose a $200 sale over a piece of paper and that he AGM actually did not have the authority to authorize giving out a piece of paper, a sandwich box or a single nitrile groove. He affirmed that the policy came directly from the owners, he had no such authority, and if it meant losing a sale – so be it. If the AGM does not have the authority to give out a single piece of paper, what authority does he have? ...

I give them a 0 in customer service. My 10 year old daughter accidentally spilled her drink outside the entrance door (she is on crutches) when we pushed the carts with the drinks inside.

So, I went back inside ….Michael (cashier) said they would have to charge for a refill. Excuse me? The spill is on the floor and was seconds later. And this company couldn’t let her cup be refilled back up and she was crying about it. You mean they are that cheap. The syrup costs them 20 cents. So, I went and talked to these 3 managers standing by the exit in white shirts…..who basically looked at me like I was crazy with no compassion. I work in customer service so I know all about this lane. Their names were Steve (he took a phone call), Diane and Valerie (the spokesperson). No compassion at all. Are these the reps they hire for Buc-ees? It was clear the spill happened steps from where they were standing….they saw the spill and kept reciting their policy. I should have returned our $200 worth of items but I didn’t want to disappoint the kids. I put the empty cup on Michael’s register since it was a big deal …maybe they need to reuse the cup or something .

Well, when I went back to my car to reflect, I remembered I was in the state of Alabama. A long way from our home in Atlanta, Georgia and sometimes people can also be racist in other states. I bet if I was another color….they would have happily allowed a refill. I will NEVER return back to this Buc-ees in Auburn… or the state of Alabama.

These can be case by case basis. Now if the Georgia ones start cutting up…then I will leave this company alone. Next, I’m sending a letter to corporate. Proceed with caution when it comes to true customer service at...

Our recent visit to the Buc-ee's in Auburn, Alabama, was nothing short of exceptional. From the moment we walked in, the warm and welcoming atmosphere set the tone for what would be a memorable experience.

We started our day with breakfast, and let me tell you, Buc-ee's knows how to kick off the morning right. I opted for the Super Sausage Breakfast Taco, which was everything you'd expect from Buc-ee's—flavorful, filling, and made with the freshest ingredients. My wife enjoyed the Bean, Potato, and Cheese Taco, which she found to be the perfect blend of hearty and satisfying. And, of course, we couldn't resist picking up some Beaver Tots from the Texas Round Up—crispy, golden bites of perfection that have quickly become a must-have for us on every visit. To top off breakfast, I treated myself to a Cherry Kolache. The sweet, tender pastry with its rich cherry filling was the perfect finishing touch to a fantastic meal.

But the food was just one part of what made this visit special. The employees at the Auburn location went above and beyond to make us feel at home. A big shout-out to Gloria, who went out of her way to retrieve a bag of chocolate-covered Beaver Nuggets from the warehouse—talk about service! Joanne in Sweets took excellent care of us, sharing a personal story that left us feeling inspired and encouraged. Kendra, who helped us in the Buc-ee's merchandise section, was another highlight—her assistance was both efficient and friendly.

The Auburn Buc-ee's exemplifies what we love about this brand: amazing food, outstanding service, and a team that truly cares about its customers. If you're ever in the area, don't miss the chance to stop by and experience it...