Pure Exploitation and Disgusting Service!!!!

I am writing to formally report one of the most appalling, unprofessional, and exploitative service experiences I have ever encountered — an incident that left me stranded, disrespected, and deeply disturbed by the conduct of your staff.

On 7 April, between 10:46 and 11:01, I arrived at your Roodepoort Shell service station under distressing circumstances. Due to the ongoing fuel shortages affecting 95 octane petrol, I had been forced to abandon my vehicle on the roadside and take an Uber from station to station in search of fuel. This was not a matter of convenience — I was stranded and urgently needed assistance.

Upon arrival, I found only two attendants on duty — a male and a female — who were completely disengaged from their responsibilities. Instead of attending to customers, they were openly chatting and flirting with each other while multiple vehicles, including mine, were waiting. The Uber driver had to hoot to get their attention. Even then, they appeared confused about which customer to assist first, highlighting a shocking lack of awareness and professionalism.

I approached the female attendant and requested that she fill my standard 5L fuel container — something I have used without issue at other stations. She refused outright, offering no valid explanation, merely stating “I don’t know” with a dismissive and disrespectful attitude before walking away mid-conversation.

I followed her to explain that I was stranded and in urgent need of assistance. Her response was cold, indifferent, and frankly inhumane: “That’s not my problem.”

I then requested to speak to a manager. I was repeatedly told to wait because the manager was “in the toilet.” No effort was made to escalate the matter or provide alternative assistance. Instead, I was redirected to a so-called supervisor, who offered no real help. His solution was that I must purchase their specific 5L container from a mechanic nearby for R20 before they would assist me.

This immediately raised serious concerns. I was being forced — while stranded and under pressure — to purchase a specific container from a third party in order to receive basic service. This felt less like policy and more like a coordinated scheme between the attendants and the mechanic.

Despite explaining that I did not have cash and was already incurring Uber charges while waiting, I was dismissed and told to “go speak to the mechanic” as “he knows how we operate.” This statement alone strongly suggests a system designed to exploit vulnerable customers.

At the mechanic’s workshop, I was refused even the most basic assistance — including temporarily lending a container — unless I purchased one outright. Even when I offered to leave collateral, I was refused. I was effectively cornered into making an unnecessary purchase just to access fuel.

When I returned yet again and requested to escalate the matter to the manager, I was told — incredibly — that they would not call the manager for a “lousy issue." Said the Supervisor. This level of disregard is unacceptable.

At this point, my Uber driver — out of sheer goodwill — had to step in and lend me the R20 to purchase the container, something your staff refused to assist with in any meaningful way.

Even after complying, the ordeal did not end. The supervisor proceeded to pour fuel into the container without any concern for contamination. When I requested that he rinse it due to visible oil residue, he dismissively told me it “would not affect the car.” When I insisted, he became irritated and handed me the container to deal with it myself.

This entire experience was not only humiliating but raises serious concerns about:

- Staff negligence and misconduct - A complete lack of customer care and empathy - Potential collusion between attendants and external vendors to exploit customers - Safety risks due to improper handling of fuel containers

I left your premises at 11:01 feeling frustrated, disrespected, and taken advantage of — during a time when I was already in a vulnerable position.

I demand a full investigation into this incident and expect formal feedback detailing:

1. The actions taken against the staff involved 2. Clarification of your official policy regarding fuel containers 3. Whether this “purchase requirement” is sanctioned by your company or part of an internal ****

I may not have captured their names, but the time, date, and nature of the incident should make identifying the individuals straightforward.

This situation reflects extremely poorly on your brand. I trust that you will treat this matter with the seriousness it deserves.