Shell has always been my go to for fuel but unfortunately I have to say this was the worst customer experiences I have faced.
Purchased a Gift Card in this location(canoga park) but they have failed to activate it, i was not aware of this.
Once I tried using this card in a different Shell location (Burbank) they were the ones who informed me that the card was not activated. Luckily I kept my transaction receipt and called the SHELL GC Hotline.
The hotline was little to no help at all. They told me that I had to go to the location where I originally bought the GC(Canoga park) and have this location activate it personally because they were unable to do anything on their end. So I head over to the location with an open mind thinking I would at least get it activated, I honestly didn't mind about the inconvenience of having to come back to this location until the manager told me that he could not do anything on his end either and that I have to contact the Gift card Hotline and he also pointed out that my card was not activated (obviously).
The Manager in this location was so apathetic and had a careless attitude. He even started to complain to me about his day implying that he didn't have time for this rolling his eyes and shrugging almost every time I asked him a question. I felt unwanted and betrayed that a MANAGER could act this way to a consumer.
Regardless I kept my cool at first and and went back to my car and called the Hotline a second time. I informed them about this situation again and added that the location of purchase was unable to assist me and that the Hotline was the only way to have my card activated. Their response was the exact same as last time. (Sigh...) this is where I ask to speak to a higher power to see if there really is an alternative as I didn't feel comfortable returning here. Same... same damn response. "Sorry but we cannot assist you only the Location of purchase, have them call us and we will assist them with the card activation"
Alright fine, so I head over thinking "finally, lets get this over with". No! The manager was still with the same attitude and hesitant with calling at first and he even wanted me to use my phone. (Okay as one who once worked retail, you should always have the contact for IT or customer support, I would never ask a customer to use their personal phone...) this I where I start to get agitated and annoyed. Finally he goes to the office with my card and receipt calls the Hotline and takes 30 min. (I've already wasted 2 hours of my time trying to figure all this out). When he comes out he tries to hand over my receipt and card and telling me to go to a random Shell down the street. I couldn't even catch his reason as he was walking away still with apathetic attitude throwing his hands in the air, rolling his eyes and shrugging still complaining that he has spent so much time trying to help me. ( He's a manager! It's his job to assist me)
I refused to leave at this point as I he was saying that I bought this card at a different location and that I had no proof of buying the card here due to the reason that the card that I purchased HERE was not issued to this location but another. (Keep in mind I have a receipt!) at this point he implies that I'm lying.
I leave with the the store owners information and I call the Hotline once again, this time customer support tells me to email them an image of both the gift card and my receipt and they would contact me within. The hour... it has been 4 hours since I sent them an email.
Ridiculous... read more