I don't usually leave negative reviews, but this experience was frustrating enough that it needs to be shared.
My husband stopped by our neighborhood Shell Gas Station (right across from Montgomery Mall) this afternoon just to put a gallon or two of gas in the car. He went inside, paid with Apple Pay, and then headed out to pump - only to find that the pump wouldn't dispense any gas.
(For context: my husband and I are genuinely kind, easygoing people; we're the type who will happily hold the door open for you, say "thank you" - we both just want to make everyday interactions a little better for the folks we interact with day-to-day. That said, y'all have got to know that, when he went back inside to ask about the issue, it was done politely and respectfully.)
Unfortunately, the response my husband received from the (unusually slender) attendant upon re-entering the Shell station was anything but. He immediately brushed him off with, "Oh, uhh, it's...pending, you need to wait," in a tone that my husband labeled 'dismissive and unnecessarily rude'. My husband waited a few minutes and asked for an update; maybe the system did need to reset and reboot. However, instead of being reassuring or helpful, the attendant snapped back and yelled "I told you, you need to wait!"
Meanwhile, the charge had already gone through on his card - no gas, no explanation, and no sense of urgency from the attendant to resolve the issue. Just poor communication, and even worse customer service. (That says a lot; it's rare that my husband, who is incredibly patient and compassionate, gets genuinely frustrated.)
What really stood out, though, was another customer stepping in. A complete stranger offered my husband the remaining $5-$6 worth of gas from his own pump. That single act of kindness said more about customer care than anything the attendant did and offered.
In the end my husband was charged, and didn't receive the service he paid for. Between the lack of accountability and the blatant attitude, he concluded that it was an extremely disappointing experience all-around. We both strongly recommend going elsewhere, especially when there are cheaper (and far more customer-friendly) options nearby. read more