I live nearby and was a customer at the Sheetz located at 2001 CARL D SILVER PKWY
FREDERICKSBURG, VA 22401 (Store #346) at 2:15 p.m. on 4 October 2016. As usual, there was a log line as soon as you entered the door (the configuration of this line is a mess. The line is often up the aisles so no one can get at anything, and in front of the door, which hinders entrance0. This is usually caused by the lack of cashiers at this location. Frequently, there may be 7 - 10 people in line, with only one register open. Basically, you have narrow aisles chock full of stuff, that no one can get to when there is a line. This congestion has been the root of many a customer confrontation, based in frustration. I have witnessed customers just turn around and go away when they see a line at this particular Sheetz. Often, they will have 3-5 people making drinks or food, while a single register is bogged down with customers. In addition, they will have people making coffee, while the line spirals down the aisles (the continue stocking shelves or making coffee as if oblivious to the customer's needs). Today, the line held 12 people, and to my amazement, both cash registers were open. I only needed one item, so opted to take a chance on the wait. I had just come from the car wash, and had a pocket full of quarters from the car wash. I had to wait, but it wasn't awful. Once I was at the register, I paid for my one item in quarters, and asked the Sheetz Sales associate if I could exchange fur quarters for a dollar to play the lottery machine. Her reply left me a bit dumbfounded. This Sheetz employee said to me "You're going to have to wait, I have to get this line down". Here I stood, with four quarters on the counter, and she with the register standing open, and she (looking very stressed) was telling me I had to get back in line, or wait even more, just to do a 10 second money exchange. I insisted by saying "the register is already open, how long does it take to hand me a dollar? I was about to ask for a manager when she responded "Ok, so I will give you a dollar". I stood there thinking "DUH!!!" I was appalled and started to ask for a manager anyway, to complain, but decided not to inconvenience the other customers. My reasoning, if making change was such a big deal, getting a manager might cause chaos. I didn't get the employees name, but she was a short African American young lady, about 5 ft. 2 inches. .I have a few Customer Service questions and complaints about this employee, and this Sheetz in particular. When you're busy, is there a limit on the number of transaction a customer may generate? I thought that true Customer Service meant that you are finished when I am satisfied that all my desires have been addressed. Sheetz and this employee seems to believe otherwise. If you are busy, is your goal just to get me out the door, or to satisfy my needs? My view, and I am sure it's the view of other customers, is that if you're too busy to wait on me until completion, you're too busy to earn my business. This is just another example of the dismal customer service provided by Sheetz in general, and this location in particular. Spend your money elsewhere read more
