Shell Daily’s #6607 101 Gallatin Rd North INCOMPETENCE
Shell Dailys #6607
101 Gallatin Rd North
Madison, TN 37115
Please note: Nashville Metro Police were in store and on the premises during this incident. I did not raise my voice once. Incident occured at 1/2/14 22:23:25 ST6607
I came in for gas at Pump 9. My card did not fit in the reader – either direction – at the pump. So I went inside. I presented my fuel rewards card to “Houston” who refused to take it, just kept asking if I was paying by credit or debit. I said I had the fuel card but he insisted on knowing if it was credit or debit. I let him know it was debit, at which time he told joan the machine said ‘loyalty’ something, and then he took my card and slide it on his console. He then said internet was down and it didn’t take the card. I then swiped my debit card and told him I felt ripped off that I’d be paying more for gas. I was very nice about it but stated clearly my dissatisfaction.
The receipt had the authorization # on it, so the transaction was authorized.
I went out to my car to pump the gas, I lifted the pump and it said ‘transaction cancelled’. I came inside and reported this to Houston. At first his story was that HE accidentally cancelled the transaction. No apology. He continued to wait on 2 more customers. I asked him ‘can I go out and pump yet’? and he then changed his story and said the transaction disconnected on my credit card (which is odd since the preauthorization code is still valid). He said since the transaction never completed I was never charged and the card was refunded automatically.
I checked my receipt which showed the preauthorization code indicating a complete transaction. I told him it’s cold out and that I wasn’t happy. Nashville Metro Police were on site and in the store with me so I did NOT over-react. I simply stated calmly I wasn’t happy. He in turn said that “I am here all night but I don’t have to hear you ‘b-itch” – he stated clearly he was going to refund my card (which also is NOT consistant – if the transaction didn’t go through there is NO NEED to refund – once you settle the batch the transaction would not be sent, the preauth would expire and you’d be set) – so I am a bit suspect – what was done with my credit card tranasction? – Houston said he would NOT sell me gas. He said he’d refund my card and that was it. I would have to buy gas elsewhere. No reason was given for this discriminatory behavior. I reiterated that I did not appreciate the profanity. There was no apology for that or any other part of this incident.
I asked for the manager’s information. He gave it to me but on another customer’s receipt that shows cash refunded. I don’t think I should have been given notes on another customer’s receipt.
I was running on empty but fortunately I have a spare 2 gallon gas can filled in my car hatchback which got me home.
My questions for the manager “Randy” are as follows: 615 860 2141 –
1) What is wrong w/the ‘pay at the pump’ reader at Pump 9 – is there a skimmer attached? Or is it rigged so you have to come in to the store to pay (hence opening one up to impulse buys)
2) Why was loyalty card not working? Joan indicated Houston had missed the prompting where my card could be run. Houston said the internet was down. Which was it?
3) Why was my transaction questioned? Was that Houston accidentally cancelled it as he FIRST stated, or was it that the transaction was dropped after authorization code and receipts were issued? Houston gave two explanations that contradict one another. The first one he took the blame, the second one he blamed the machine.
4) I have authorization #439811. If the transaction to be settled didn’t go through then there was NO NEED for Houston to refund it. Void maybe. Refund, no. Houston also indicated it automatically go back on the card. So why did he then take credit for refunding it?
5) I objected highly to the profanity – ‘b-tch’. Nashville Metro Police were on the premises and inside the convenience store. There was no need for this. If I was being unruly, Metro would have removed me as this is private property open to the public.
6) Why was I not served in a manner consistent with Dailys customer service? I was once a vendor who visited Dailys, Mapco / Delek, Exxon (now independently owned Tiger Markets) as well as many small independent stations. I have NEVER seen customers treated this way from any of my stores from here to Philadelphia, DC, NJ, TN, KY, MD, or AL.
Updated 1/4/2014 – I spoke with Randy who apologized and stated that there was nothing wrong with pump 9 (I stopped by today and checked, it works fine now but there was something different that night – I’ve been to other stations that actually disable ‘pay at the pump’ when they lower gas prices to force customers to come inside and buy impulse items). I explained to him that Houston gave several different explanations for things and he stated he would look into it – and that profanity was not acceptable. Randy did not however address why I was refused further service while Nashville Metro was on the premises, however in fairness it was not one of the questions I posed above. The gas station is ‘private property open to the public’ which means they may discriminate in terms of who they serve, however that IS a very very fine line to walk. However that night, Houston walked it.