ENGEN PLATTEKLOOF: DISRESPECTFUL STAFF

Today I had a very disappointing experience at the Engen Plattekloof branch, and I’m sharing this here because it’s completely out of line with what I normally associate with Engen.

Engen is my preferred garage largely because of the convenience and service I usually receive across the branches I use. Unfortunately, today’s service at Plattekloof was the opposite.

I pulled up to the pumps to refuel. There were three staff members standing together who directed me on where to park. I parked where I was instructed, switched off my vehicle, and waited for assistance.

No one approached me. They continued chatting and looking away, despite the fact that they had just directed me and could clearly see I was sitting in my car waiting.

After a short while, I rolled down my window and asked whether anyone was going to assist me. The response was dismissive and sarcastic:

* “Well we thought you drove past and went to the store.” * “I didn’t think you need fuel, seeing that you are parked in the middle and not either one of the sides.”

I confronted them because they could clearly see me, yet chose to ignore me. Instead of taking accountability, they responded with further sarcasm. I found this behaviour unprofessional and unacceptable.

**Why this is a problem** Customers must be treated fairly, with respect and attentiveness at all times. No customer should be ignored and then spoken to like that when they ask for help.

One of the staff members is called **Eric**. While he contributed to the situation, he also tried to calm his colleagues down and de-escalate. The fact that the team needed to be pacified in order to act appropriately is deeply concerning.

What I expect from Engen

1. A written apology for the treatment I received. 2. Confirmation that this incident has been investigated and addressed with the staff on duty. 3. Clear steps on how Engen will ensure customers at this branch are assisted promptly, respectfully, and consistently going forward, so that this does not happen to any other customer.

I would appreciate a response from Engen customer care/area management with feedback on the outcome.