Little Waitrose At Shell St Johns

Shocking customer service. My husband dispensed the petrol and I went in to pay for it. I told the lady it was pump 5. She asked if it was £93? I said I didn't know because my husband had dispensed it. I repeated that it was pump 5. She asked again and I replied for a second time that I didn't know what the amount was, but it was pump 5. She said £93, so I paid and went back to the car. Checked with hubby who said NO it was £59.

I went back in and told them I'd just paid for someone else's petrol. They didn't apologise, didn't explain how it had happened, just started looking through the till receipts.

Long story short, person A passed me to person B who got on the phone to a manager. Then person B spent 15 minutes rummaging in drawers, going out the back, looking through old diaries and paperwork etc etc etc.

I tried asking person A whose petrol I'd paid for, since nobody had come in to pay for it in the whole time I'd been waiting. Again no friendliness or apology, instead she tried telling me that I'd said YES to the £93. I repeated that I'd clearly TWICE told her it was pump 5, but I didn't know the value.

Anyway after at least 15 mins of waiting around, being ignored or dismissed with a rude gesture, I asked if they could just refund the difference. A further 5 mins of asking and being dismissed "yes yes he'll do it in a minute" and my husband came to the rescue. He raised his voice and said we absolutely must go now to collect the children.

Another dismissal.

He raised his voice further and finally finally person C came along and gave us the money back.

Zero apology
Zero explanation for how it had happened
Zero care shown about who had actually walked off without paying for £93 worth of fuel
Zero customer care...

Great food popped in for fuel and brought some lovely fresh food for the family meal. Saved time going full food shopping in the heat. Food was amazing.

Very surprised at the reasonable prices considering its a waitrose inside a shell garage very fair food prices ect and very scrumptious!!! Bakery was superb 👌

Wow Rude old guy. No smile, no eye contact & blatantly obvious that he hates his job. Monday the 3rd October around 7 am ish….
I smile, say “morning” & nothing! I asked for a carrier and he almost throws it at me. If I can be polite and courteous at stupid o’clock in the morning, then so can you!
Take a chill pill.

Great service as expected from any shell station regardless of geographical location.

Cheap and tasty warm food and friendly staff

Fast, good coffee, good Bacon bap and meal deals, the offers for petrol could get better but it's Shell :)

Good product range, but quite expensive. They are open 24 hours a day though so very convenient! They stock a decent range of ready to eat and ready prepared Waitrose products alongside other brands. Great for a late night beer, some smokes, a pizza or whatever else you fancy.