LETTER: Shell offers poor service to local senior

To the editor:

Your readers may be interested in the rather shady business practice that I experienced at the Fisher St. Shell Station this past week.

The Shell stations in town have reverted recently to prepay gasoline dispensing. This has not been common in this area.

On October 22, I stopped to fill up while on my way to pick up my grandson from school. ( I am a 75 year old female senior citizen). Pressed for time, I hurried in to pay for my gasoline, but following my habitual routine, I jumped in my vehicle and drove away, without filling my tank!

Ten minutes later, when I realized what I had done, I called the Shell Station and told them what had happened and that I would return in half an hour to get my gasoline.

This is the unethical part. 

Upon my return, the attendant stated that he could not honour my purchase because someone else had taken the gasoline that I had paid for. 

I asked to speak with the manager, but was informed that the manager does not speak to customers.

That was the “Policy.” The attendant informed me, that from the management's point of view, they do not owe me the service I paid for, but the person who “stole” my gas does.

This is bizarre logic to me.

Getting nowhere with this attendant, I left, to return at midday the next day in hopes of actually speaking with the manager.  However, the attendant in charge on that day, reiterated the same message as dictated to her via the telephone, from her manager. 

Again, I was not allowed to speak with the management or receive his name. It was suggested that I report the incident to the police and/or call the 1-800 for Shell.

Both of which, I have done. Shell replied with a single line but no explanation, "Thank you for your submission."

The moral of the story: Again, Buyer Beware.

Even as an honest paying customer, you may be taken advantage of.

Sincerely,

Linda Conway

Nipissing

Editor's note: BayToday reached out to Shell Canada and received this response: “We regret this customer had a negative experience that falls short of the high standards of customer service we expect. We are reaching out to the customer to resolve their concerns.”

It should be noted that Shell has not put notifications on pumps advising customers of the policy change.