poor customer service

I would like to lodge a formal complaint regarding the poor service I received at Shell Protea South Service Station this morning at approximately 06:30 11 May 2026.

Upon arrival, I queued behind a BMW that was being assisted at the pump. There were also other vehicles already at the station before additional cars arrived after me. While waiting, I noticed that every vehicle that arrived before and after me was attended to, except my vehicle, which is a white Volkswagen Polo.

A light-complexioned female employee, whom I believe drives a white Hyundai i20, came to assist vehicles but deliberately attended to a maroon Mazda on my right and later a red Suzuki, both of which arrived after me. When I politely questioned why I had still not been assisted after waiting for approximately 15 minutes, I was met with attitude instead of assistance or an apology.

I eventually left the station without being helped and went to the Total garage opposite Shell, where I received quick and professional service immediately.

What makes this experience even more disappointing is that I have always been a loyal Shell customer because of the rewards programme and the value I received from filling up at your stations. Unfortunately, this is not the first time I have experienced poor customer service from attendants at this station. The slow service and selective treatment of customers have now resulted in Shell losing a loyal customer, as I will now be using Total garage instead.

I believe the station cameras will clearly show the events that took place and confirm that I arrived at the station at around 06:30 and waited without assistance while other vehicles were prioritised.

I have also attempted to contact the station multiple times, but the line states that it is unavailable.

I request that this matter be investigated urgently and that I receive feedback regarding the outcome of this complaint.