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Business Profile

Gas Station

Shell

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gas Station.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Product Issues
    Status:
    Unanswered
    On April 28, 2023 My partner went to Shell to obtain gas for my vehicle in the afternoon. The machine did not produce a receipt. My partner therefore inquired with the cashier whether the card was charged. The cashier printed out the receipt and informed him that another card was charged, which was likely the previous customers card. The cashier said that if the previous customer claims their credit back, the police would be involved. The cashier suggested that my partner gives him cash to refund the previous customer. The cashier refused to accept credit card as a form of payment. My partner subsequently acquired cash from an ATM. When my partner went to pay, he asked for a receipt. The cashier refuse and suggested that my partner returns the following day to resolve the matter with the previous customer. My partner expressed that that would be inconvenient. The cashier became belligerent and accused him for intentionally using the previous customers card stating that he knew what he was doing. He then refused to accept my partners money and ignored him. My partner and I subsequently called the police to report the Shells employee false accusations of fraudulence and his refusal to produce a receipt. The police gave ** a document number and suggested going back to provide the cashier with the document number. This time I came with our 22-month year old ****** daughter. I informed the cashier that I was there to pay for the transaction associated with my car and to provide him with the police document number. The cashier stated he cannot speak to me. He could only speak with partner. When I handed him the money and document number, he threw it at me and my 22-month year old ****** child who I was holding and forcibly slammed the door on my hand. I left $53 dollars on the counter. When leaving, the cashier verbally insulted my family, calling my partner a p**** We added this additional incident to the same police report.

    Business response

    06/13/2023

    Our office just received this complaint for the first time today.  We take every customer's notice of negative experience very seriously and will thoroughly investigate the customers complaint.  To help us properly investigate, we would like to request some additional information:

    -Do you have a name or description of the cashier in question?

    -Did you speak with management regarding the situation?  If so, who did you speak with?

    -Do you have an approximate time of the first visit on April 28, 2023?

    -Do you have a date and time of the second visit where the $53 was left?

    -Please provide the police document number that was mentioned in your statement.

     

     

    Customer response

    06/19/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. They are asking me the following questions below for which ***************:

     

    Question: Do you have a name or description of the cashier in question?

    Response: The registered had a red shirt on. He was brown skinned and had an accent.

    He also had tattoos on his right hand (on his fingers).


    Question:Did you speak with management regarding the situation?  If so, who did you speak with?

    Response: I sent a message on ******** on April 28th, 2023 at 1:21, shortly after the first visit. On May 2nd they said they would respond in ten days but they

    did not respond. I followed up and they still did not respond. Here is the Ticket #*******.

    Question: Do you have an approximate time of the first visit on April 28, 2023?

    Response: The first visit was between 12pm and 1pm.


    Question: Do you have a date and time of the second visit where the $53 was left?

    Response: The second visit occurred on April 28th between 1pm and 2pm.


    Question: Please provide the police document number that was mentioned in your statement.

    Response: 230413734

    Regards,

    **************************************

     


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