Dissatisfaction

Good day,

I would like to lodge a formal complaint regarding the service I received at Engen Petroleum Station located at Dobsonville Road, Stand 29655, Meadowlands, Soweto, 1852.

On Friday afternoon, I was travelling home from work and intended to stop at the station to refuel, as I regularly use this station and it is conveniently located along my route. There was heavy traffic at the time. As I was about to enter the station premises, I was stopped by two petrol attendants, Luyanda and Samkelo, who assumed that I was attempting to use the station as a shortcut to avoid traffic.

I repeatedly explained that I was there to purchase petrol, but they did not listen. Instead, they closed the gate and prevented me from entering for approximately 10–15 minutes. Eventually, they allowed me in and I was assisted professionally by another attendant, Njabulo, who provided good service.

Afterwards, I requested to speak to the manager, Sihle, and explained what had happened. She informed me that unfortunately there was nothing she could do. I suggested that the station reconsider opening the gate to motorists because there were no cars to pour, even if some may be using it as a shortcut, as many people in traffic could be regular Engen customers at that specific station. Treating customers in this manner may negatively affect their perception of the station and influence them to use other petrol stations in future.

As I mentioned to her, I was already considering that in future I may not use this station again because of the treatment I received. However, the manager maintained that nothing could be done.

I am very disappointed and unhappy with the service I received and hope that this matter will be addressed to prevent similar incidents from happening to other customers.

Kind regards,