Unprofessional behaviour at BP Ballito

To Whom It May Concern,

I am writing this too express my absolute disgust and disappointment with the treatment I received at BP Ballito yesterday, 22/12/25.

I entered the store carrying my three-month-old puppy in my arms and was told by the security guard that I had to leave because dogs are not allowed. I explained that I only needed to quickly purchase a voucher and I would be holding the puppy, yet he insisted that I leave the premises. The situation was deeply embarrassing, especially as it unfolded in front of other customers.

Another customer, who clearly saw how I was being treated, kindly offered to let me go ahead of him so I would not have to stand in line. When I reached the teller, instead of handling the matter professionally or with basic courtesy, I was met with rudeness and hostility. The teller flatly refused to serve me and told me that someone else would have to make the purchase on my behalf while I waited outside.

As a result, I was forced to ask a complete stranger to purchase the voucher for me and, incredibly, had to hand over my private bank card and PIN just to complete the transaction. Even while standing right next to this individual, the teller made rude remarks to him along the lines of “I cannot serve you until she leaves.” This was said in a tone that was humiliating and entirely unnecessary. "She" being me, a customer, a human being.

My husband and I are regular BP customers and spend a significant amount of money at your petrol station and Pick n Pay Express. To be treated with such disrespect, spoken to so harshly, and publicly embarrassed over a matter that could have been handled calmly and professionally is completely unacceptable.

While I acknowledge that I may have unknowingly gone against a store policy, I did not see any visible signage indicating that dogs are not allowed. Regardless, enforcing a rule does not give staff the right to treat customers without dignity, empathy, or respect.

Due to this experience, I will no longer be supporting BP Ballito, and I will be sharing this incident with friends and family who frequently visit your establishment. I expect better from a brand of your standing.

Do better. Treat people with dignity and kindness.