Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Sasol presents a sharply divided forecourt experience. Individual attendants and call centre consultants earn genuine praise for warmth and care, yet the dominant pattern is frustration: long waits at pumps, dismissive responses to basic vehicle checks, and above all a Sasol Rewards programme where points, vouchers and competition prizes routinely fail to materialise, with support queries left unanswered for weeks.
Top Strengths:
- •Customer Service & Frontline Experience: Customer Service & Frontline Experience (1.9) is the strongest theme, carried by named attendants such as Vincent, Zama, Ronald and Kgosie, plus the Midrand and Krugersdorp teams who greet regulars by name and remember usual orders.
Replied to 96% of negative reviews
Reply time on negative reviews: 24h 2m
TrustIndex
3.5
Â
Ranking
#2
in Fuel & Petrol
Reply Time
27h 23m
Â
NPS Score
-46
Recommended: Unlikely
Replied to 96% of negative reviews
Reply time on negative reviews: 24h 2m
Nov '25 - Oct '26
Frequently Asked Questions About Sasol
What do customers say about Sasol?
Based on recent customer reviews, Sasol presents a sharply divided forecourt experience. Individual attendants and call centre consultants earn genuine praise for warmth and care, yet the dominant pattern is frustration: long waits at pumps, dismissive responses to basic vehicle checks, and above all a Sasol Rewards programme where points, vouchers and competition prizes routinely fail to materialise, with support queries left unanswered for weeks.
What is Sasol's biggest strength?
Sasol's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Frontline Experience. Customer Service & Frontline Experience (1.9) is the strongest theme, carried by named attendants such as Vincent, Zama, Ronald and Kgosie, plus the Midrand and Krugersdorp teams who greet regulars by name and remember usual orders.
What are the most common complaints about Sasol?
The most common complaint about Sasol, based on Hellopeter's AI analysis of recent customer reviews, is Product & Service Reliability. Product & Service Reliability (1.1) suffers from a rewards platform that goes offline mid transaction, OTPs that never arrive, fuel reportedly paid for but not delivered into the tank, expired stock in the shop, and air pumps out of order for months.
How does Sasol compare to other Fuel & Petrol companies?
Sasol scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Fuel & Petrol, compared to the Fuel & Petrol industry average of 1.7. Their strongest theme is Customer Service (1.9); their weakest is Communication (1). The top AI-rated Fuel & Petrol business on Hellopeter is (). How is the AI Score calculated? →
Is Sasol trustworthy?
Sasol has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 108 reviews in the last 12 months. They reply to 96% of negative reviews, typically within 24 hours 2 min. Hellopeter has tracked Sasol across 1,204 total reviews. How is the TrustIndex calculated? →
Recent reviews (108)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2017
******* over charge for gas exchange
******* overcharge on gas. Last night I went to exchange my gas and I was charged R450! I am furious. It's an ******* over charge of R110. I asked the manager he said he will get back to me as the head office sets the price. I will be reporting this to the government departments relevant as well as I've not heard from anyone. *******!
1 reviews | Active since Aug 2017
******* over charge for gas exchange
******* overcharge on gas. Last night I went to exchange my gas and I was charged R450! I am furious. It's an ******* over charge of R110. I asked the manager he said he will get back to me as the head office sets the price. I will be reporting this to the government departments relevant as well as I've not heard from anyone. *******!
1 reviews | Active since Oct 2026
Sasol Rewards - R438 points to be forfeited due to Sasol system Error - 3 days no reply
I am a loyal Sasol customer, on the 13th of October ,i called Sasol rewards about my rewards card not linking to my physical card.I was told my personal details are linked to two cards with ZERO points, and actual physical card with points is linked to SOMEONE ELSE. The agent said there is nothing they can do and I will forfeit approximately R438.76 worth of points. I'm in possession of the physical rewards card, cash slip showing points, bank statement showing Sasol transactions and OTP from registration and had stated in the email I sent, I was promised a response in 8 - 24 hours. It is now 3 days later - COMPLETED SILENCE .no reference number, no manager escalation. Linking my private details to another person is POPIA data breach, and forfeiting points due to your system error is against CPA. I demand: 1.My physical card correctly linked to my profile. 2.My R438 points restored immediately 3. Formal complaint reference. If not resolved in 48 hours, I will escalate to CGSO and NCC. cardholder Millicent Z. Dladla
1 reviews | Active since Oct 2026
Sasol Rewards - R438 points to be forfeited due to Sasol system Error - 3 days no reply
I am a loyal Sasol customer, on the 13th of October ,i called Sasol rewards about my rewards card not linking to my physical card.I was told my personal details are linked to two cards with ZERO points, and actual physical card with points is linked to SOMEONE ELSE. The agent said there is nothing they can do and I will forfeit approximately R438.76 worth of points. I'm in possession of the physical rewards card, cash slip showing points, bank statement showing Sasol transactions and OTP from registration and had stated in the email I sent, I was promised a response in 8 - 24 hours. It is now 3 days later - COMPLETED SILENCE .no reference number, no manager escalation. Linking my private details to another person is POPIA data breach, and forfeiting points due to your system error is against CPA. I demand: 1.My physical card correctly linked to my profile. 2.My R438 points restored immediately 3. Formal complaint reference. If not resolved in 48 hours, I will escalate to CGSO and NCC. cardholder Millicent Z. Dladla
1 reviews | Active since Oct 2017
Total disgust to staff behavior
I went to the filling station on 16 October 2026 at around 22:50 for my daughter to get the rest room and for me to get some supplies. We got there and the cashier locked the door upon our arrival and am saying this because there's a customer who went in as we were parking the car and there were about 4 inside. We asked the two petrol attendants for a bathroom and they said the lady would open for us which she never did. One of the petrol attendant even tried knocking on her window but she just ignored. They watched my daughter pee on herself whilst waiting at the door. I had to take her to the back to finish up whilst being exposed to cameras and all. Am still trying to understand if it was because we were black and seemed younger so she chose to look down on us. We had to endure the Embarrassment and my daughter being humiliated like that. The service and welcome we got is no deserving even to an animal. I'm greatly disgusted by their behavior. To top it all when we come back from the back suddenly the doors are open and one petrol attendant be claiming "we closed". Was it only closed for us.
1 reviews | Active since Oct 2017
Total disgust to staff behavior
I went to the filling station on 16 October 2026 at around 22:50 for my daughter to get the rest room and for me to get some supplies. We got there and the cashier locked the door upon our arrival and am saying this because there's a customer who went in as we were parking the car and there were about 4 inside. We asked the two petrol attendants for a bathroom and they said the lady would open for us which she never did. One of the petrol attendant even tried knocking on her window but she just ignored. They watched my daughter pee on herself whilst waiting at the door. I had to take her to the back to finish up whilst being exposed to cameras and all. Am still trying to understand if it was because we were black and seemed younger so she chose to look down on us. We had to endure the Embarrassment and my daughter being humiliated like that. The service and welcome we got is no deserving even to an animal. I'm greatly disgusted by their behavior. To top it all when we come back from the back suddenly the doors are open and one petrol attendant be claiming "we closed". Was it only closed for us.
1 reviews | Active since May 2025
Horrific service by Sasol rewards Team
Dear Sasol Management, I am extremely disappointed and frustrated with the unacceptable service I have received from the Sasol Rewards team. I am raising this complaint because I have reached a point where I can no longer tolerate the poor treatment of customers. I have a Sasol Rewards card and have accumulated more than 600 reward points through purchasing fuel at Sasol service stations. However, when I try to redeem my points, I do not receive the OTP required to complete the process. I have been trying to resolve this issue for more than two months, yet the problem remains unresolved. Today alone, I spent R140 on airtime trying to get assistance, and despite making more than 20 calls, I received absolutely no meaningful help. Instead of resolving my problem, some agents stop communicating when I mention Sasol Rewards, leave me hanging, or simply disconnect the calls. This is completely unacceptable and shows a serious lack of professionalism and accountability. What is even more frustrating is that the team seems more willing to drop calls or shift the blame onto petrol attendants than to take responsibility and resolve the problem. I am tired of being passed around, receiving *** that lead nowhere, and repeatedly explaining the same issue to people who appear unwilling or unable to assist. I have wasted my time, money and energy trying to access rewards that I earned legitimately as a paying customer. It is unacceptable that a customer must spend R140 on airtime in a single day just to be ignored by a customer service department that is supposed to provide assistance. I seriously question the training, competence and accountability of the Sasol Rewards customer service team. If the agents cannot resolve an issue, they should escalate it to someone who can, rather than disconnecting calls or leaving customers without answers. I demand the following: 1. Immediate resolution of the OTP problem so that I can redeem my accumulated reward points. 2. A formal investigation into the conduct of the agents who handled or disconnected my calls today. 3. An investigation into why this issue has remained unresolved for more than two months despite repeated complaints. 4. A written explanation of what went wrong and what corrective action will be taken. 5. Feedback from a manager or senior representative who has the authority to resolve this matter. 6. Consideration of compensation for the R140 airtime I wasted while attempting to obtain assistance without any meaningful outcome. Please do not respond with another *** without taking action. I have received enough *** already. I expect accountability, a proper investigation and a practical solution. If Sasol continues to ignore this complaint, I will consider escalating the matter through the appropriate consumer protection channels. Customers should not be expected to tolerate this level of service, especially when they are simply trying to use benefits they have earned. I expect a formal response and a clear resolution within five working days of receiving this complaint. Regards, Tankisang Mokoena
1 reviews | Active since May 2025
Horrific service by Sasol rewards Team
Dear Sasol Management, I am extremely disappointed and frustrated with the unacceptable service I have received from the Sasol Rewards team. I am raising this complaint because I have reached a point where I can no longer tolerate the poor treatment of customers. I have a Sasol Rewards card and have accumulated more than 600 reward points through purchasing fuel at Sasol service stations. However, when I try to redeem my points, I do not receive the OTP required to complete the process. I have been trying to resolve this issue for more than two months, yet the problem remains unresolved. Today alone, I spent R140 on airtime trying to get assistance, and despite making more than 20 calls, I received absolutely no meaningful help. Instead of resolving my problem, some agents stop communicating when I mention Sasol Rewards, leave me hanging, or simply disconnect the calls. This is completely unacceptable and shows a serious lack of professionalism and accountability. What is even more frustrating is that the team seems more willing to drop calls or shift the blame onto petrol attendants than to take responsibility and resolve the problem. I am tired of being passed around, receiving *** that lead nowhere, and repeatedly explaining the same issue to people who appear unwilling or unable to assist. I have wasted my time, money and energy trying to access rewards that I earned legitimately as a paying customer. It is unacceptable that a customer must spend R140 on airtime in a single day just to be ignored by a customer service department that is supposed to provide assistance. I seriously question the training, competence and accountability of the Sasol Rewards customer service team. If the agents cannot resolve an issue, they should escalate it to someone who can, rather than disconnecting calls or leaving customers without answers. I demand the following: 1. Immediate resolution of the OTP problem so that I can redeem my accumulated reward points. 2. A formal investigation into the conduct of the agents who handled or disconnected my calls today. 3. An investigation into why this issue has remained unresolved for more than two months despite repeated complaints. 4. A written explanation of what went wrong and what corrective action will be taken. 5. Feedback from a manager or senior representative who has the authority to resolve this matter. 6. Consideration of compensation for the R140 airtime I wasted while attempting to obtain assistance without any meaningful outcome. Please do not respond with another *** without taking action. I have received enough *** already. I expect accountability, a proper investigation and a practical solution. If Sasol continues to ignore this complaint, I will consider escalating the matter through the appropriate consumer protection channels. Customers should not be expected to tolerate this level of service, especially when they are simply trying to use benefits they have earned. I expect a formal response and a clear resolution within five working days of receiving this complaint. Regards, Tankisang Mokoena
1 reviews | Active since Jun 2019
When Corporate Reputation Meets Questions of Integrity: My Experience with Sasol and EOH
Good day Sasol and EOH's professionalism and accountability are questionable. Tebogo Innocentia Mahlake (IT department) allegedly owes people money, including me, and has repeatedly made promises she failed to honour. Another woman, Sharon, was reportedly owed R3,000 and only received payment after threatening further action. After five attempts to resolve my own matter, I was blocked from accessing Tebogo instead of receiving assistance. Is this how Sasol handles concerns about its employees? This experience has seriously damaged my confidence in the company's standards of accountability and integrity. Surely, Sasol is the worst company to work as it does not check people's credibility before they employee them.
1 reviews | Active since Jun 2019
When Corporate Reputation Meets Questions of Integrity: My Experience with Sasol and EOH
Good day Sasol and EOH's professionalism and accountability are questionable. Tebogo Innocentia Mahlake (IT department) allegedly owes people money, including me, and has repeatedly made promises she failed to honour. Another woman, Sharon, was reportedly owed R3,000 and only received payment after threatening further action. After five attempts to resolve my own matter, I was blocked from accessing Tebogo instead of receiving assistance. Is this how Sasol handles concerns about its employees? This experience has seriously damaged my confidence in the company's standards of accountability and integrity. Surely, Sasol is the worst company to work as it does not check people's credibility before they employee them.
1 reviews | Active since Sept 2022
Bad babd experience
supporting Sasol. I have supported your brand for years, but loyalty works both ways, and customers deserve to be treated with basic respect. I am so disappointed that I would even be prepared to remove the fuel from my vehicles and return it to the station if that is what it takes to demonstrate how strongly I feel about this experience. I look forward to receiving a response and a proper explanation regarding this incident. Kind regards, Maphatsoe Senyane
1 reviews | Active since Sept 2022
Bad babd experience
supporting Sasol. I have supported your brand for years, but loyalty works both ways, and customers deserve to be treated with basic respect. I am so disappointed that I would even be prepared to remove the fuel from my vehicles and return it to the station if that is what it takes to demonstrate how strongly I feel about this experience. I look forward to receiving a response and a proper explanation regarding this incident. Kind regards, Maphatsoe Senyane
1 reviews | Active since Oct 2026
Sasol rewards program a huge inconvenience
Sasol rewards program a huge inconvenience. You wait minutes for otp but machine cancels before you even get the otp.
1 reviews | Active since Oct 2026
Sasol rewards program a huge inconvenience
Sasol rewards program a huge inconvenience. You wait minutes for otp but machine cancels before you even get the otp.