Complainant sent the following:
Without Prejudice
Shell Canada Gas Station
408 Highway 7 E
Richmond Hill ON N0G 2P0
Canada
+1 (905) 889-6579
On Monday, June 13th, 2022, at approximately 10:22 AM, I called Shell Gas Station located at 408 Highway 7 E Richmond Hill ON N0G 2P0 Canada to ask for a refund from their car wash service.
I spoke with a supervisor and advised her that I lost $4.00 in the coin car wash. She asked me to go back so I could receive the refund from her. I informed her that I couldn't because I was in a hurry to go to an appointment, so she told me that she will put my name in a book so that the next time I go there, I could ask for the refund.
On June 18th, 2022, I went back to Shell Gas Station. The employee Norma was there, she refused to give me the refund of $4.00, told me that there is no such book and that I have to go back on Monday to talk to the manager. I informed her that I didn't have the time to go back, and she told me that she couldn't do anything, so I asked her to call the manager to verify what I said. Norma refused and started being very rude. She showed me her middle finger, threatened to call 911, and told me to go to hell, she also said "if you run you are not a man, you be like woman".
This isn't the kind of service I expect from Shell.
I also received a call from the police because the Shell employee, Norma, contacted the police to complain about me. I was in disbelief because the lady was vulgar, but then she had the guts to call the police. The police advised and told me that there was no crime committed on my end.
I am asking that your corporation take action toward this employee and sanction a necessary corrective action regarding her behavior. I am also requesting your office to provide proper compensation appropriate to what I've experienced.
I trust this is not how your store wishes to conduct services to your customers. I would welcome any opportunity to discuss this matter and hear a proposal to prevent a similar situation from recurring. I am looking forward to hearing from you.
As a customer of Shell Canada Gas Station in Richmond Hill, Ontario, I had a disappointing experience that left a bad impression. The customer service was unacceptable, and the employee was unprofessional, rude, and showed inappropriate behavior. Despite contacting the supervisor and being promised a refund, I was denied by another employee who was extremely uncooperative and threatened to call the police. The situation was extremely unpleasant, and it was shocking to receive a call from the police later. Such behavior is unacceptable and cannot be ignored. I hope Shell Canada will take action and address this situation to prevent it from happening again in the future.
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