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 Treatment of Consumers
Posted Tue May 20, 2008 9:54 am, by Susanne D. written to ExxonMobil Corporation
Write a Letter to this Company
I stopped at an Exxon Station in Stanhope, NJ and asked for $25 regular unleaded. I thought the employee repeated back to me "$25?", and I said yes. When it came time to pay I handed him my credit card and he said, "you said yes when I asked you cash". I said I was very sorry, I misunderstood what he said. He then got another employee to come over and he said to me too, "you said yes to cash". I said again, I was sorry I misunderstood. I was then told I'd have to go inside to pay. I went inside and was met by a rude, nasty employee behind the register. She too had to tell me that I said yes to cash. I told her, for the 3rd time, that I had misunderstood. She then berated me, told me this never happens, she has 300 customers a day and everyone understands her employees! I told her that I didn't, I didn't really think it was that big of a deal. She continued to be nasty and rude - which was so out of context for the situation. I am sure this is not the first time this has happened. She said she was the manager and I told her then she should improve her customer service skills. She was just a mean, unpleasant person.
I'd like Exxon Human Resources (or whoever appropriate)to contact this station and talk to them about their attitude toward their customers. This was an honest mistake and I had no problem going inside to pay. It wasn't necessary or called for for the employees, particularly the manager, to berate me and advise me that this doesn't happen with her other customers. I left the station furious and would never, ever buy gas from Exxon again if this is how the employees of their stations treat customers.
This was Dealer# 4704870 on Route 206 in Stanhope, NJ
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by chilin stone cold Posted Wed May 21, 2008 @ 12:02 AM
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How rude. I would NOT have paid for the gas. I would have simpel
driven off. You should not have to pay for such poor treatment.
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Uh, no.
by All About the Branding Wed May 21, 2008 @ 7:13 AM
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by Donno Posted Tue May 20, 2008 @ 3:29 PM
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Unless I missed it, there was no mention that the price for cash and
credit were different at this station. *If* there was no difference
in price, I'd be hard pressed to find an issue, but maybe I'm blind.
If there *is* a difference, the price for cash should be below what is
posted on the signs. Thus, if a person asks for $25 cash, they would
get a bit more gas than the person who asks for $25 credit. I assume
the attendant keeps the pump going an estimated amount beyond $25 on
the pump. How much?What does the station pay for a credit card
transaction? Is it a percentage, or is it a flat rate? If it were,
say 3%, that is $.75.
At this point, the station is bound to give the customer what they
have for the agreed price, $25. Thus, whatever overage they pumped,
they lose on the sale.
I can see why they are generally attentive to this matter, because the
margins on gas for the station can be very thin. However, it
shouldn't come down to treating the customer poorly in the event of a
mistake. Obviously the OP is not a regular customer. The attendant
needs to be more careful about the terms up front. (I don't see how
"$25?" can easily be misunderstood for "cash?", but things happen)
The solution seems to be the attendant should be extra careful (ask
twice, rub fingers together to suggest paper?) when they believe the
sale is "cash".
Don't blame Exxon for this - the problem lies with this station.
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What a bunch of rude nellys! It took three employees to tell you
repeatedly that you had agreed to cash (I understand where you're
coming from, and I believe you didn't agree to "cash" at all). The
first guy couldn't just drop it?
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by ~Fiナ-la-ネea~ Posted Tue May 20, 2008 @ 1:57 PM
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is why they made her go inside to fix it herself. Usually the
attendant can take care of it even if it's an error. He just has to
bring everything back out to her again. Sounds like he was miffed and
made her do it. It's unusual to make you get out of the car.
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by Susanne D. Posted Wed May 28, 2008 @ 9:50 PM
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Seriously, it was so ridiculous and if I wasn't so pissed at how I was
treated I would have laughed it off!
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by All About the Branding Posted Tue May 20, 2008 @ 10:52 AM
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I see you live in PA. I don't know how often you go to NJ, but...
NJ does not allow you to pump yourself. You must have an attendant
pump your gas.
However, most stations with newer pumps use "pay at the pump." This
means that if you want to pay by credit card, the card must be swiped
to the pump's reader BEFORE you (or the attendant) starts pumping. If
not, you have to go inside.
As a tip: if you want to pay by credit card, make sure to hand it to
the attendant before the gas is pumped to avoid this problem. At
worst, they'll say "I don't need it yet."
Clearly, they were rude to you. However, as the previous commenter
has pointed out, ExxonMobil does not operate or own this gas station.
Their connection to the station is that they license their name and
they sell gas to the station. Think of it this way, just because you
drive a Honda doesn't mean that Honda's HR department controls you.
If the manager was this rude, then it's clear that they don't want
your business. Don't go there. It's their loss.
I encourage you NOT to hold this against ExxonMobil, however, since no
one at the corporation in any way is responsible for this horrible
manager.
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Just for the record, Exxon stations are independantly owned and
operated. There is no central HR for station personnel.
Can they charge different prices in NJ for cash or credit? They can't
here in NY. They used to but the state outlawed it. They can offer a
discount for cash but the credit price must be inline with current
selling prices. I only know of one station (an Exxon one) that does
that, so I avoid that one. I know there is no self service in NJ.
This station treated you poorly but I wouldn't let that sour you to
all Exxons. As I said, they all have different owners.
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