Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Shell South Africa is described overwhelmingly through forecourt failures rather than fuel itself. Customers consistently report being ignored at pumps, charged for fuel that never reached their tanks, and met with rude or dismissive attendants and managers. A recurring theme is silence after escalation, with complaint emails and V+ support calls going unanswered. Isolated attendants earn genuine praise, but they stand out as exceptions.
Top Strengths:
- ā¢Customer Service & Frontline Experience: The strongest area, carried by named individuals. Johannes and Joseph at Nico Smith, Patrick G at Samrand, Moses at Sunninghill and Clementine at Protea Glen are singled out for warmth, unasked oil and water checks, and staying with stranded drivers.
TrustIndex
2.4
Ā
NPS Score
-75
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Shell South Africa
What do customers say about Shell South Africa?
Based on recent customer reviews, Shell South Africa is described overwhelmingly through forecourt failures rather than fuel itself. Customers consistently report being ignored at pumps, charged for fuel that never reached their tanks, and met with rude or dismissive attendants and managers. A recurring theme is silence after escalation, with complaint emails and V+ support calls going unanswered. Isolated attendants earn genuine praise, but they stand out as exceptions.
What is Shell South Africa's biggest strength?
Shell South Africa's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Frontline Experience. The strongest area, carried by named individuals. Johannes and Joseph at Nico Smith, Patrick G at Samrand, Moses at Sunninghill and Clementine at Protea Glen are singled out for warmth, unasked oil and water checks, and staying with stranded drivers.
What are the most common complaints about Shell South Africa?
The most common complaint about Shell South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Product & Service Reliability. The most damaging pattern is paying for fuel that never registers on the gauge, reported across Arcadia, Ballito, Edenvale, Jabulani and Protea South. Petrol into diesel vehicles, contaminated fuel and spoiled forecourt food compound the distrust.
Is Shell South Africa trustworthy?
Shell South Africa has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 133 reviews in the last 12 months. Hellopeter has tracked Shell South Africa across 1,529 total reviews. How is the TrustIndex calculated? ā
Recent reviews (133)
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 2016
Suspicion of petrol pumps tampering
I am unhappy with Shell service station South City (Johannesburg South Vereeniging road: Eikenhof). This incident happens to me for the second time. I think the owners or whoever at this station is tampering with the pumps. On the 16th of October 2026 I filled up my tank at Aereton Shell service station My tank was empty and the cost for that fill up was R800 and something rands. I don't remember the exact rands but it was above R800. Today I filled up my tank at Shell South City and it costed me R910. The tank was not as empty as it was when I filled at Aeroton station. I Complained to the petrol attendant and he told me I am not the first one to complain. He said there were some other customers who complained before me about the petrol being expensive at that station compared to other stations. Disappointed customer
1 reviews | Active since Aug 2016
Suspicion of petrol pumps tampering
I am unhappy with Shell service station South City (Johannesburg South Vereeniging road: Eikenhof). This incident happens to me for the second time. I think the owners or whoever at this station is tampering with the pumps. On the 16th of October 2026 I filled up my tank at Aereton Shell service station My tank was empty and the cost for that fill up was R800 and something rands. I don't remember the exact rands but it was above R800. Today I filled up my tank at Shell South City and it costed me R910. The tank was not as empty as it was when I filled at Aeroton station. I Complained to the petrol attendant and he told me I am not the first one to complain. He said there were some other customers who complained before me about the petrol being expensive at that station compared to other stations. Disappointed customer
1 reviews | Active since Sept 2024
*****s
šØ WARNING: SHELL GARAGE ON CATHCART ROAD! šØ Today at around 11:06 AM, I had a very disappointing experience at the Shell garage on Cathcart Road, just before Pick n Pay. I drive a Renault Kwid Climber, and a full tank costs approximately R580. I asked the petrol attendant (Odwa) to put in R400 worth of petrol, but he acted as though he had not heard me and only put in R200. When I questioned him, he said he would add another R200 worth of petrol, but that never happened. Before refuelling, my fuel gauge showed one bar, with a range of approximately 190 km. After supposedly paying R400, my gauge showed only half a tank, with a range of around 280 km. This raised serious concerns about whether I received the full amount of petrol I paid for. I feel cheated and strongly suspect that I was charged R400 but only received R200 worth of petrol. This is unacceptable, and I would like management to investigate this incident. ā ļø Please be careful when refuelling at this Shell garage. Always check that the attendant puts in the correct amount of petrol before driving away, and keep your receipt. The service I experienced was extremely disappointing, and I hope management takes this complaint seriously. š”
1 reviews | Active since Sept 2024
*****s
šØ WARNING: SHELL GARAGE ON CATHCART ROAD! šØ Today at around 11:06 AM, I had a very disappointing experience at the Shell garage on Cathcart Road, just before Pick n Pay. I drive a Renault Kwid Climber, and a full tank costs approximately R580. I asked the petrol attendant (Odwa) to put in R400 worth of petrol, but he acted as though he had not heard me and only put in R200. When I questioned him, he said he would add another R200 worth of petrol, but that never happened. Before refuelling, my fuel gauge showed one bar, with a range of approximately 190 km. After supposedly paying R400, my gauge showed only half a tank, with a range of around 280 km. This raised serious concerns about whether I received the full amount of petrol I paid for. I feel cheated and strongly suspect that I was charged R400 but only received R200 worth of petrol. This is unacceptable, and I would like management to investigate this incident. ā ļø Please be careful when refuelling at this Shell garage. Always check that the attendant puts in the correct amount of petrol before driving away, and keep your receipt. The service I experienced was extremely disappointing, and I hope management takes this complaint seriously. š”
1 reviews | Active since Jul 2021
Horrible customer service
There is only one Shell filling station in Mafikeng and the service is bad. Some people got assisted before me even though they found me there. Obviously the petrol attendant had an excuse.
1 reviews | Active since Apr 2023
Horrified!
I send this to Shell SA and was ignored by Shell and Delta Motors till today! Dear Shell Customer Care, I am writing to formally complain about an incident that occurred at Shell Delta Motors, 493 Pretoria Road, Silverton, Pretoria at approximately 06:50am today. Montiworx is a regular customer at this Shell station, and our company vehicles are fuelled there on a daily basis. On this particular occasion, however, I was driving my own personal vehicle on my way to work. I pass several other garages, I chose to use Shell because I had recently been given a Shell loyalty card at another Shell garage. I had never put petrol in a Shell garage before, and I wanted to support the Shell loyalty programme. When I arrived at Delta Motors, the petrol attendant assisting me was very friendly and told me that she was a trainee. I had no problem with this at all and was friendly towards her. I asked her to fill up and check the oil and water in my vehicle. She did not know how to open the bonnet, so I got out of my car and opened it for her. She brought the oil, and I put the oil into the vehicle myself. However, I could not find/open the water tank or cap myself, and there was nobody available to assist the trainee or me. At this stage I was still friendly and told her that it was okay and that I would go somewhere else to have the water checked. I then paid for my petrol. After I had paid, the trainee told me that she had forgotten about the oil and that I still needed to pay separately for it. I became upset about this and went inside the shop to complain. I want to make it clear that my main concern at that point was not simply the extra payment for the oil. I was concerned that a trainee had been left outside dealing with customers without anyone available to assist or supervise her. I was upset and asked to speak to the owner. I specifically asked for the owner's telephone number. I wanted to speak directly to the owner. The manager refused to give me the owner's telephone number which I started to lose my temper. I left my name, the name of my company Montiworx and my telephone number and asked that the owner contact me. I then phone my manager because by this stage I was already approximately 30 minutes late for work. I got into my vehicle and was preparing to leave. I forgot about the oil completely in my anger. I was then reminded about the oil. I said that I will not going to pay for the oil now, I would pay it when the owner contacted me, because I had no guarantee that the message I had left would actually reach the owner and I wanted to speak directly to him. I got in my car because I was already very late for work and while I was driving away, a male employee known to me as Pulelo reached into my vehicle and grabbed at my key while it was still in the ignition. From my perspective, his actions appeared as though he was going to assault me. He did not identify himself when I asked him who he was. At the time, I did not realise that the key had been damaged. I was extremely angry and frightened by what had just happened, so I turned around and went back to the shop. There was another petrol attendant who tried to help me during the confrontation in the shop. It appeared to me that he was trying to protect me and de-escalate the situation. I got the impression that this Pulelo will become dangerous although I was a customer. At that point I was genuinely scared. I subsequently paid for the oil. Pulelo's behaviour made me feel threatened because his actions reminded me of people who had hijacked and assaulted me in the past. I therefore felt extremely vulnerable and frightened in that moment. After I returned to my office, I contacted the station to find out who the petrol attendant was that tried to help me feel safer when Pulelo threatened me. I was told that his name is Tulani. I am extremely concerned about the manner in which this incident was handled, particularly the fact that: - A trainee was left without anyone available to assist her. - The manager refused to provide me with the owner's contact number when I specifically requested it. - An employee, Pulelo, reached into my vehicle and grabbed my key while I was driving away. - The key was damaged during this incident. - Pulelo refused to identify himself when I asked him to do so. - His behaviour made me feel physically threatened and unsafe. - Another employee, Tulani, appeared to recognise that the situation was dangerous and tried to assist me. I request that Shell investigate this incident fully, including reviewing the CCTV footage from the relevant time. I specifically request that all CCTV footage relating to this incident be preserved before it is overwritten. I would also like the owner/franchisee and Shell management to contact me regarding this matter. I would like to know what action will be taken regarding the conduct of the employees involved and the lack of supervision of the trainee. I am raising this complaint because I have been a regular customer through Montiworx and had chosen to use Shell for my personal vehicle because I had a positive impression of the Shell loyalty programme. After this incident, I am extremely disappointed and concerned about my safety at this station. I was told to go and open an assault case at the SAPS opposite the Shell garage but that will just make everything that happen wo I have also been advised that I should open a case with the South African Police Service (SAPS) regarding what happened. This has made the situation even more serious and distressing for me. I have photographs of the damaged electronic key and I am prepared to provide these photographs, together with any other information or evidence that may assist with your investigation. I would like to know what Shell and the owner/management of Delta Motors intend to do about this incident, including the damage caused to my vehicle key and the conduct of the employee involved. I would appreciate a written response explaining what action will be taken and how this matter will be addressed. I also request that any CCTV footage covering the incident be preserved, as I may need it in connection with a SAPS report. I look forward to your urgent response. I look forward to receiving a formal response to my complaint. Kind regards, Ben Eloff ***
1 reviews | Active since Apr 2023
Horrified!
I send this to Shell SA and was ignored by Shell and Delta Motors till today! Dear Shell Customer Care, I am writing to formally complain about an incident that occurred at Shell Delta Motors, 493 Pretoria Road, Silverton, Pretoria at approximately 06:50am today. Montiworx is a regular customer at this Shell station, and our company vehicles are fuelled there on a daily basis. On this particular occasion, however, I was driving my own personal vehicle on my way to work. I pass several other garages, I chose to use Shell because I had recently been given a Shell loyalty card at another Shell garage. I had never put petrol in a Shell garage before, and I wanted to support the Shell loyalty programme. When I arrived at Delta Motors, the petrol attendant assisting me was very friendly and told me that she was a trainee. I had no problem with this at all and was friendly towards her. I asked her to fill up and check the oil and water in my vehicle. She did not know how to open the bonnet, so I got out of my car and opened it for her. She brought the oil, and I put the oil into the vehicle myself. However, I could not find/open the water tank or cap myself, and there was nobody available to assist the trainee or me. At this stage I was still friendly and told her that it was okay and that I would go somewhere else to have the water checked. I then paid for my petrol. After I had paid, the trainee told me that she had forgotten about the oil and that I still needed to pay separately for it. I became upset about this and went inside the shop to complain. I want to make it clear that my main concern at that point was not simply the extra payment for the oil. I was concerned that a trainee had been left outside dealing with customers without anyone available to assist or supervise her. I was upset and asked to speak to the owner. I specifically asked for the owner's telephone number. I wanted to speak directly to the owner. The manager refused to give me the owner's telephone number which I started to lose my temper. I left my name, the name of my company Montiworx and my telephone number and asked that the owner contact me. I then phone my manager because by this stage I was already approximately 30 minutes late for work. I got into my vehicle and was preparing to leave. I forgot about the oil completely in my anger. I was then reminded about the oil. I said that I will not going to pay for the oil now, I would pay it when the owner contacted me, because I had no guarantee that the message I had left would actually reach the owner and I wanted to speak directly to him. I got in my car because I was already very late for work and while I was driving away, a male employee known to me as Pulelo reached into my vehicle and grabbed at my key while it was still in the ignition. From my perspective, his actions appeared as though he was going to assault me. He did not identify himself when I asked him who he was. At the time, I did not realise that the key had been damaged. I was extremely angry and frightened by what had just happened, so I turned around and went back to the shop. There was another petrol attendant who tried to help me during the confrontation in the shop. It appeared to me that he was trying to protect me and de-escalate the situation. I got the impression that this Pulelo will become dangerous although I was a customer. At that point I was genuinely scared. I subsequently paid for the oil. Pulelo's behaviour made me feel threatened because his actions reminded me of people who had hijacked and assaulted me in the past. I therefore felt extremely vulnerable and frightened in that moment. After I returned to my office, I contacted the station to find out who the petrol attendant was that tried to help me feel safer when Pulelo threatened me. I was told that his name is Tulani. I am extremely concerned about the manner in which this incident was handled, particularly the fact that: - A trainee was left without anyone available to assist her. - The manager refused to provide me with the owner's contact number when I specifically requested it. - An employee, Pulelo, reached into my vehicle and grabbed my key while I was driving away. - The key was damaged during this incident. - Pulelo refused to identify himself when I asked him to do so. - His behaviour made me feel physically threatened and unsafe. - Another employee, Tulani, appeared to recognise that the situation was dangerous and tried to assist me. I request that Shell investigate this incident fully, including reviewing the CCTV footage from the relevant time. I specifically request that all CCTV footage relating to this incident be preserved before it is overwritten. I would also like the owner/franchisee and Shell management to contact me regarding this matter. I would like to know what action will be taken regarding the conduct of the employees involved and the lack of supervision of the trainee. I am raising this complaint because I have been a regular customer through Montiworx and had chosen to use Shell for my personal vehicle because I had a positive impression of the Shell loyalty programme. After this incident, I am extremely disappointed and concerned about my safety at this station. I was told to go and open an assault case at the SAPS opposite the Shell garage but that will just make everything that happen wo I have also been advised that I should open a case with the South African Police Service (SAPS) regarding what happened. This has made the situation even more serious and distressing for me. I have photographs of the damaged electronic key and I am prepared to provide these photographs, together with any other information or evidence that may assist with your investigation. I would like to know what Shell and the owner/management of Delta Motors intend to do about this incident, including the damage caused to my vehicle key and the conduct of the employee involved. I would appreciate a written response explaining what action will be taken and how this matter will be addressed. I also request that any CCTV footage covering the incident be preserved, as I may need it in connection with a SAPS report. I look forward to your urgent response. I look forward to receiving a formal response to my complaint. Kind regards, Ben Eloff ***
1 reviews | Active since Aug 2020
Bad service
The service that's being rendered at till points is very poor On the 15th of October 2026 ,I went to fill up and bought some other items inside the shop.When I asked from the cashier if I can pay them together with the petrol,the lady cashier just told me this is express and laughed together with her other female colleague,without giving the clear answer They forget that customer service is very important to attract more customers. Was very disappointed as the garage is still new and convenient to the people.
1 reviews | Active since Aug 2020
Bad service
The service that's being rendered at till points is very poor On the 15th of October 2026 ,I went to fill up and bought some other items inside the shop.When I asked from the cashier if I can pay them together with the petrol,the lady cashier just told me this is express and laughed together with her other female colleague,without giving the clear answer They forget that customer service is very important to attract more customers. Was very disappointed as the garage is still new and convenient to the people.
1 reviews | Active since Mar 2017
POOR CUSTOMER SERVICW
The carwash broke my wooded isle during car was and the car upon collection has a scratch when questioning no one knows and this is a new car 3weeks car. I left it upon paying with no dent, but the supervisor alleges anyone can wash the car. The manager on duty never investigated and was dismissing not willing to listen let alone check on my car. Negative recognition of Customer's Feelings, the manager was giving excuses vs taking responsibility. My car was in their facility and the guy who did a vehicle handover apologized as there was something broken in the car which he was referring to the isle, which I refused to take it broken, the supervisor came and I showed him what was done by the car wash team as he says. there is no culture of respect and empathy. SHELL companies need to hire people who are empathetic, who can put themselves in the consumers' shoes, and then train them in the best ways to help them. All the manager did was dismiss me and attend to other clients.
1 reviews | Active since Mar 2017
POOR CUSTOMER SERVICW
The carwash broke my wooded isle during car was and the car upon collection has a scratch when questioning no one knows and this is a new car 3weeks car. I left it upon paying with no dent, but the supervisor alleges anyone can wash the car. The manager on duty never investigated and was dismissing not willing to listen let alone check on my car. Negative recognition of Customer's Feelings, the manager was giving excuses vs taking responsibility. My car was in their facility and the guy who did a vehicle handover apologized as there was something broken in the car which he was referring to the isle, which I refused to take it broken, the supervisor came and I showed him what was done by the car wash team as he says. there is no culture of respect and empathy. SHELL companies need to hire people who are empathetic, who can put themselves in the consumers' shoes, and then train them in the best ways to help them. All the manager did was dismiss me and attend to other clients.
1 reviews | Active since Aug 2023
Transoranjie Shell Pretoria worst Service
Came in the filling station to buy food but the Teller couldn't assist me instead told me she doesn't have time to assist. 1st the pies are not labelled correctly so how do I choose something that's not labelled correctly.She then tells me to take my money and use it somewhere else instead of helping me. Honestly speaking she's not the friendliest person for the environment.
1 reviews | Active since Aug 2023
Transoranjie Shell Pretoria worst Service
Came in the filling station to buy food but the Teller couldn't assist me instead told me she doesn't have time to assist. 1st the pies are not labelled correctly so how do I choose something that's not labelled correctly.She then tells me to take my money and use it somewhere else instead of helping me. Honestly speaking she's not the friendliest person for the environment.