Shell in Lincoln, NE

Reviews about Shell

• ★ ☆ ☆ ☆ ☆

  September 22, 2019, by Thomas Joyce
  My biggest regret is that I couldn't give this station a "zero". Customer Service is apparently not something they teach their people here. After paying for my gas, I found the receipt printer was out of paper, and since I was getting a car wash, I had to go inside & get a receipt from the slow-moving clerk. After pulling up to the car wash, I could not get it to accept my code. When I went back inside to ask for a refund, the clerk suggested that perhaps I didn't know how to operate it, since it had been working all day. There's strike one: implying that the customer is stupid. When I asked if he needed my card to process the refund, he answered sarcastically - "that would be nice". There's strike two: he's suggested twice now that I'm stupid and responded rudely. He was unable to process the refund because for some reason my card was declined; the same card that was just fine when charging me $30 was now no good for REFUNDING me $9. So he told me to come back tomorrow. Foul ball: don't make the customer make a second trip because of your incompetence or because of "company policy". Empower your employees to take care of the customer. When I made my displeasure clear, he moved into full snark/insult mode, telling me that if I didn't want to come back I could just go through the car wash - the one that wasn't working. His approach was so irritating that I had to tell him to stop talking to me. Foul ball: When a customer is irritated, frustrated or just angry, you don't provoke them to become MORE angry, you try to DE-escalate the situation. (There WILL be profanity coming from me before all of this is over, but amazingly, not yet). As I walked out to my car I realized I didn't have the receipt, so I went back in & asked for it. the clerk said "What receipt?" with a smirk on his face. He then held it out but jerked it back when I reached for it. It was at this point that I lost my temper and used "the F-word". Strike three: up until this point I could chalk his actions and attitude up to poor training, but the childish action of pulling the receipt out of my hand was totally uncalled for. He followed this up by telling me to go somewhere else and finishing off with a insincere "have a nice day". Why do people think that at as long as the literal words are okay, the tone of voice & general attitude are unimportant? When I called the manager the next morning and lodged my complaint, she was very noncommittal, and offered no apology. I received my refund, but no apology for the problem with the car wash, for the second trip that I would have to make or the egregious actions of the clerk. I pointed out to her that if that is the way he acts with angry customers, one day somebody is going to come over the counter & punch out his lights. It has been a long time since I have been treated so poorly in a retail setting or have had my poor treatment viewed so cavalierly by a manager. I can't imagine any circumstance where I would go back to this station.