Initial Business Response /* (1000, 10, 2015/11/03) */
Our apologies, we never received notification of this issue until the email sent 11/2/15. This situation certainly does not live up to Stop'nGo standards of customer service. In order to further address this issue, we would need to know what...
time this event occurred so we can address with our Operations Manager and do further research on our end.
Thank you!
Initial Consumer Rebuttal /* (3000, 12, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a letter to the main office in [redacted] which was just ignored. After two weeks I filed a complaint with the Revdex.com and that was also ignored. You are responding only after a reminder was sent from the Revdex.com.
The incident happened on September 26, 2015 and I sent a copy of my receipt both with my letter and the complaint filed with the Revdex.com.
The details are outlined in the complaint and the letter was just ignored.
You have an employee that does not know how to handle customers. I was made to feel that all this was was my fault. There was a safety concern with the pump that the employee choose to ignore and made it my fault.
I was then screamed at in front of other customers. I had to step back from the counter because the employee keep waving her arms about. I did not feel safe so I walked out. My passenger in my car went inside after to get the name of the irate employee and was yelled at walking in the door. If you check your security cameras for that date you can see.
This is not a safe environment. If it had escalated any further such as the employee coming after me then would have had to call the sheriff department.
I have lived in [redacted] City for over 10 years. I do not feel safe using this service station or any other of your Stop N Go stations. I am now forced to use other sources for fuel purchases.
I am not looking for any compensation but do expect the employee to be spoken to and further training put in place to avoid this happening to other customers.
It comes down to it all the employee had to do is say we are sorry and they will look into it. There would have been nothing further to be done.
As far as the corporate office's part I would have expected a response to my letter and not just have it ignored.
I am sending a copy of the letter and the receipt for my purchase. The Revdex.com guidelines ask not to put names in the initial complaint but you will see from the complaint that I mailed and the receipt who the employee is.
Final Business Response /* (4000, 14, 2015/11/09) */
Dear [redacted],
Thank you for providing additional information. The employee mentioned is no longer employed at Stop'nGo, so unfortunately there is no disciplinary action we can take on our end. It sounds like it is best that she has moved on as this is definitely not the way we want our associates to handle these situations.
Also, as a side note, our Operations Manager has some Customer Service Standards training scheduled in her Manager's Meeting this month, and we also have a full day of Customer Service training scheduled for all employees in December. We do take customer service very seriously at Stop'nGo, so I apologize that you had this experience with her and hope that you will consider shopping at Stop'nGo in the future.
Thank you again for bringing this to our attention.
Denise
Final Consumer Response /* (2000, 16, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except their explanation however I am disappointed that it took and initial letter in writing to the main office was ignored and the first request from the Revdex.com was also ignored. Only after a second request was sent from the Revdex.com was any response received.
Initial Business Response /* (1000, 10, 2015/11/03) */
Our apologies, we never received notification of this issue until the email sent 11/2/15. This situation certainly does not live up to Stop'nGo standards of customer service. In order to further address this issue, we would need to know what...
time this event occurred so we can address with our Operations Manager and do further research on our end.
Thank you!
Initial Consumer Rebuttal /* (3000, 12, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a letter to the main office in [redacted] which was just ignored. After two weeks I filed a complaint with the Revdex.com and that was also ignored. You are responding only after a reminder was sent from the Revdex.com.
The incident happened on September 26, 2015 and I sent a copy of my receipt both with my letter and the complaint filed with the Revdex.com.
The details are outlined in the complaint and the letter was just ignored.
You have an employee that does not know how to handle customers. I was made to feel that all this was was my fault. There was a safety concern with the pump that the employee choose to ignore and made it my fault.
I was then screamed at in front of other customers. I had to step back from the counter because the employee keep waving her arms about. I did not feel safe so I walked out. My passenger in my car went inside after to get the name of the irate employee and was yelled at walking in the door. If you check your security cameras for that date you can see.
This is not a safe environment. If it had escalated any further such as the employee coming after me then would have had to call the sheriff department.
I have lived in [redacted] City for over 10 years. I do not feel safe using this service station or any other of your Stop N Go stations. I am now forced to use other sources for fuel purchases.
I am not looking for any compensation but do expect the employee to be spoken to and further training put in place to avoid this happening to other customers.
It comes down to it all the employee had to do is say we are sorry and they will look into it. There would have been nothing further to be done.
As far as the corporate office's part I would have expected a response to my letter and not just have it ignored.
I am sending a copy of the letter and the receipt for my purchase. The Revdex.com guidelines ask not to put names in the initial complaint but you will see from the complaint that I mailed and the receipt who the employee is.
Final Business Response /* (4000, 14, 2015/11/09) */
Dear [redacted],
Thank you for providing additional information. The employee mentioned is no longer employed at Stop'nGo, so unfortunately there is no disciplinary action we can take on our end. It sounds like it is best that she has moved on as this is definitely not the way we want our associates to handle these situations.
Also, as a side note, our Operations Manager has some Customer Service Standards training scheduled in her Manager's Meeting this month, and we also have a full day of Customer Service training scheduled for all employees in December. We do take customer service very seriously at Stop'nGo, so I apologize that you had this experience with her and hope that you will consider shopping at Stop'nGo in the future.
Thank you again for bringing this to our attention.
Denise
Final Consumer Response /* (2000, 16, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except their explanation however I am disappointed that it took and initial letter in writing to the main office was ignored and the first request from the Revdex.com was also ignored. Only after a second request was sent from the Revdex.com was any response received.