BAD CUSTOMER SERVICE

Dear Chief Executive Officer, I am writing to you directly to express my deep dissatisfaction and concern regarding extremely poor and unacceptable customer service I received this morning at Shell Garage, Aeroton, south of Johannesburg. Upon arriving at the fuel pumps, I was deliberately ignored by a Shell petrol attendant who identified himself as Aphiwe. Despite my presence at the pump, he refused to assist me and chose to help another vehicle instead. When that driver questioned why I was being ignored, the attendant responded — within my hearing — “Just leave them, they will wait until I am done.” This behaviour was disrespectful, dismissive, and entirely unprofessional. What is even more alarming is that when his colleague challenged his behaviour, the attendant openly stated that he does not care whether he is reported and that he will do as he pleases. This statement demonstrates not only arrogance, but a complete disregard for Shell’s brand values, customer service standards, and management authority. As a direct result of this employee’s conduct:

I was unreasonably delayed I arrived late for work I experienced unnecessary stress and inconvenience

I am compelled to ask: Is this the level of service Shell South Africa now finds acceptable? Because if it is not, then this employee’s conduct represents a serious failure of discipline, supervision, and training at station level. Shell is a globally respected brand, and I expect a level of professionalism that reflects that reputation. An employee who openly states that he does not care about complaints and refuses to assist customers should not be placed in a customer-facing role. I am requesting:

A formal investigation into this incident Appropriate disciplinary action against the employee involved Written feedback on the outcome and the steps Shell will take to prevent a recurrence

Customers should never be made to feel disrespected, ignored, or powerless at your establishments. I trust that this matter will receive your urgent attention. I look forward to your prompt response.