Spoiled Cornetto

Hi,

I had purchased a Cornetto and 2x Magnum ice-creams from the Shell garage Northern Drive Service Station (3000 J G Champion Dr, Northcroft, Phoenix, 4068) yesterday at approximately 18:30. After the purchase I had left the garage and whilst driving home, my 3 year old son had opened the Cornetto ice cream (he’s been anticipating to eat), however my wife had noticed that he had just one bite and then refused to have more but remained quiet (strange because he loves Cornetto), my wife then gave him a Magnum and took away the Cornetto. Upon inspecting the Cornetto, I had noticed that the ice-cream cone was soft an soggy, and the ice cream and nuts tasted terrible, clearly it was spoiled. Not a problem I thought to myself, I had turn the vehicle around and went back to the Shell garage to exchange the Cornetto for another ice-cream (not Cornetto of course as if one was spoiled, possible others were too). So then I arrived back at the garage, and spoke to a member of the Shell garage staff (whom I believe to be the manager, an Indian gentleman probable in his late 40s / early 50s). I had said to him (in my exact words) “Howzit man, please can I exchange this ice-cream, I just bought it a few minutes ago and it’s spoiled” while I showed him how soft the cone was, he then rep**** to me (in his exact words) “it’s not spoiled”, he then proceeded to briskly walk toward the Ola fridge in the store and picked up another Cornetto felt it and said “these are all not spoiled, this is the first complaint we received for the ice-cream” (well there’s a first time for everything), he then asked me for the expiration date (which had yet to pass) on the Cornetto I bought and if I had my receipt for the sale (which I had in my hand). The supposed manager then said to me (in an ingenuine tone) “I can give you your money back but not another ice-cream”, “that’s fine” I rep**** (but It’s not about the measly R 18.00, it’s about the experience, my son had asked for a Cornetto, which now he would not get, nor did I want to buy a different ice-cream due to the supposed manager’s lack of empathy and impolite response to me. We both then proceeded to the counter for my refund, he brought out a polystyrene cup and asked me to put the ice-cream in there all while he still insisted that the ice-cream was not spoiled, I then asked him “this cone is soggy, would you eat this?”, to which he rep**** that he doesn’t eat ice-cream (the arrogance and lack of customer service you have is unreal I thought to myself), I took my refunded money and left with a bitter taste in my mouth about the product and the nonexistence of customer service at that garage.

I doubt I will ever visit that Shell garage (or any Shell service station) again due to this experience.

Dissatisfied Customer Avinash ***