August 2025 by BIPIN BABY
Extremely disappointing and unprofessional experience at this Shell station.
I visited to buy a large Costa coffee from the self-service machine. However, it only dispensed a regular-sized coffee receipt . I politely informed the staff member named Dinesh, but instead of helping, he accused me of trying to fool him.
I clearly told him:
?You can check the CCTV ? I pressed the large option. I don?t know why it gave regular.?
After I said that, his facial expression and tone changed. He became even more rude and spoke in a very impolite, aggressive way. I felt disrespected and very uncomfortable as a paying customer.
I was also in uniform, and I had a valid Costa voucher, which the machine failed to accept. Still, I was treated as if I did something wrong.
What made it worse is that he looked at my vehicle registration number and started asking for my personal details like name, which felt invasive and inappropriate. It made me feel threatened and unsafe.
As a customer, I expect to be treated with basic respect and professionalism. His behaviour was totally unacceptable, and I hope Shell will take this complaint seriously.
Dear Shell Customer Service,
About a month ago, I visited this station in uniform and used the Costa coffee machine to purchase a large coffee using a valid Shell app voucher. Unfortunately, the machine only dispensed a regular-sized coffee. I politely explained this to a staff member named Dinesh, but instead of listening or assisting, he spoke to me rudely, used inappropriate words, and did not address my concern. This made me feel very uncomfortable and disrespected as a customer.
Recently, I received an email from Google informing me that my review had reached many views, which reminded me of this incident. Out of curiosity, I visited the same station again and tried to get coffee from the same machine. This time, the machine displayed ?Unavailable? and I recorded a short video for proof. I then understood why my original large coffee came out as regular ? the syrup had finished, so the machine automatically dispensed a smaller coffee.
I want to be clear that I hold no grudges, but I do believe this incident highlights two important issues:
1. Customer Service: Staff should listen to customers? concerns respectfully and professionally.
2. Machine Maintenance: The Costa coffee machine should be checked regularly, cleaned properly, and refilled to avoid similar problems.
For context, I have previously worked for over three years in more than six different Shell locations, including Shell with Morrisons and Shell with Waitrose, so I understand the importance of good customer service and equipment upkeep.
I respectfully request that staff, especially Mr. Dinesh, receive training on customer service, behaviour, and the proper cleaning/maintenance procedures for the coffee machine. After all, customers are the reason a business thrives, and treating them with respect ensures their satisfaction and loyalty.
Thank you for taking the time to read my feedback, and I hope it will help improve the experience for all customers in the future.
October 2024 by Darryl
Pumps don't work properly and doesn't look like anyone has cleaned or maintained the site for years. Would only use again if I was desperately in need of fuel.
September 2024 by olayinka Akanni Kayode
It's okay
May 2024 by Hakan Saridas
I have an electric car; which I charge my my car in shell and for some reason when ever I ask to use the toilet they always say it?s out of order.
May 2024 by Imran Dar
Clean and quick
March 2024 by Earth 13
Toilets out of order ????Or done purposely so the staff don?t have to cleanShell should do an enquiry this is joke
March 2024 by John Regan
Only went the cashpoint. Not working either
February 2024 by Ian Tincey
Staff are friendly, polite and helpful.
February 2024 by Mihai Cernea
Unfortunately, toilets are out of order
January 2024 by LO57man Khan
With EV charging point ?
January 2024 by Daniela Handra
An usual gas station. Looks clean and fine. Never wait too much in line.
December 2023 by ice b
This store needs to be investigated to many Asian staff no diversity at all. Asian Mohah and Monica so she says its her name. Show more respect to their own and not to black pples. Their air pump not working sign wad not displayed correctly facing wrong side. Told them I turned signore right way Mohah didn't care or the Asian girl. Could not even speak to me and deal with my complaint. Horrible pples. Racist we need to stop spending in this shop
November 2023 by Moses Collins
Nice staff...
October 2023 by Ashley Camm
Toilets ?out of order?, probably so they don?t have to clean them. No napkins for coffee or hot food, probably because they have to pay for them. 175kwh charger running at 75kwh with no other cars charging. Not an overall stella experience.
October 2023 by Ice Man
Shell fuel card was not readable so I asked them to put card number and do this way.Manager said that they are not able as it is against shell policy.I called my finance manager to explainHe was rude to her and forced me to pay by credit card.
