Complaints

• Initial Complaint

  20/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 640am on March 17, 2023 I attempted to get gas and pay at the pump but the tap function did not work so I inserted my debit which also didn't work.I looked in the store window to see if anyone was noticing the pump wasnt working and there was 3 workers inside standing around the cash desk chatting one woman drinking a coffee, the woman behind the cash and a man who was carrying a box or something, no one offered to help me. I got back in my car and quickly drove around from the far right outside pump to the pump on the opposite side and got out of my car to try again at another pump, it was early in the morning and no other customers in the lot or in the store. As I was about to try this pump I heard someone yelling at me " go somewhere else!" I turned to see who was yelling and I was shocked to see the woman with her coffee cup walking back into the store away from me. I entered the store and asked what was wrong and the woman with the coffee cup tlsaid "don't rip around the parking lot like that's you can go somewhere else". I tried to explain to her I was in a hurry and desperately needed gas and her pumps weren't working and she continued to yel at me saying "go somewhere else" and refused to help me or let me get gas. I live in a small town and I need to be able to get gas. I needed help with the pump and I needed gas and she turned me away. I asked for the manager and she said she was the manager. Please help she can't refuse me gas can she? 3 workers and I was the only customer and no one would help me I am scared to try and go back in case I am refused service or get yelled at again but I need gas.

  Business response

  29/03/2023

   

  Hope all is well.

   

  With reference to our conversation, kindly note that as a business owner for 20+ years, I strongly believe that complaint is a gift, as it enables owners to further improve the operational and service excellence.

   

  As mentioned in your letter, there are always two sides to disputes, and my aim as a business owner is to achieve a win-win situation. Happy customer equals a happy business. 

  Kindly convey my deep apology to *******, and inform her to be rest assured that she will not encounter such an experience again. I have personally spoken to the staff and coached them accordingly. 

   

  I would like to offer ******* a complementary coffee + a pastry (ie muffin) for free on her next visit. 

  In addition, if I'm on site, I will personally meet her and thank her for her feedback.

   

  Thank you for your cooperation.

   

  Regards

  **** *

    

   

  
  

*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. ↩