I added this store to post this review and MAYBE once I continue to add my experience to anywhere I am able, I will get an honest resolution from this company.
My husband and I have visited this store almost every morning for over a year on my way to work for gas and coffee. Most of my experiences were with a gentleman (who was rightfully promoted) who is no longer a manager at this location. He was beyond friendly and we had developed a fun banter every morning that was always a fun and pleasant start to our day. Likewise, our experience at our nearest to home Cumberland Farms (03835) has always been nothing short of perfect.
Several months ago, I went to this Tilton, NH location and I was running slightly behind schedule as I had to (unexpectedly) drop off a friend at her mechanic to pick up her car. I had forgotten my wallet that day, but always keep some cash in my vehicles just in case such a day occurs.
I went inside with $6 cash for gasoline (just enough to get us to our destinations and hopefully to work with seconds to spare) . There was one customer ahead of me and while waiting, I could hear the woman behind the counter at the register complaining about her job at Cumberland Farms. She seemed very distracted, barely acknowledged me when my turn came. I requested $6 at the pump # I was parked at and walked out.
When I went outside, my husband had already started to pump the gasoline. By the time I reached to where we could hear each-other, he said to me: "I thought you were only putting in a few dollars!" I replied that I had only put in $6 and he immediately stopped pumping and the pump was at almost $14. Confused, but knowing we were not in error and that we stopped the pump immediately when we realized it had gone over the $6 we had paid for, we got into the car to continue the rush to work.
The same woman at the register came running and yelling towards the pump. I explained to her that the pump did not stop and my husband was unaware how much I had requested. She claimed that there was an error with the pump and demanded I pay the $7+ difference. I told her I did nothing wrong and that I did not have the $7 and should not have to pay the $7 as I believe it was her mistake. She threatened authorities to which I responded I would be comfortable telling them what happened and that I still did not owe any additional money. My husband, worried about time, got $ from our friend in the car. Gave her $7 and she waved us off telling us not to worry about the additional change.
I was appalled and new that she did not follow any type of protocol and having seen her demeanor and lack of focus at the register, believed it was her error, not a pump error, and decided to call the location and speak to a manger to reasonably resolve this matter.
When I called, I was more surprised to find out the manager and the woman who was the subject of this event were one in the same. I asked her how we could resolve this reasonably now the everyone had calmed down. She then stated.. " Can you take the gas out of your car and put it back?" That was the last straw. I did not yell or curse or say anything other than the facts as I saw them and that, as a manager, was her response. She refused a # for the regional manager and I disconnected the call.
I called Corporate and followed the prompts to log a complaint. After giving detailed information to the agent. I was assured there would be some type of follow up / remedy within 48 hours.
Having not received any follow up, I went back to the store and asked the same manager what she planned to do to remedy the situation and asked for her regional manager. She told me that she spoke with the regional manager and that I would be receiving a gift card in the mail. Now, this was a complete lie as no one (not even the agent at the corporate number, requested nor was given my address for any reason.) I told her I would follow up myself as she just compounded everything with a direct lie.
I plan on contacting corporate again and now skip tracing for board members and executives. I will send notices to home addresses if that's what I have to do to get a response and I can assure Cumberland Farms, every second I have had to spend to get remedy on this, what should have been, quickly addressed incident, has been logged and I intend on being compensated in some manner for the time and now money I will spend on simply getting a reasonable resolution. I should not have to go to the extent of skip tracing home addresses and spending time to write reviews everywhere I can to gain the expected reasonable level of customer service. read more