Speedway

the 2 Caucasian female managers that were working the morning of 4.4.23, need ethics training, i was refused service by the one, dirty blond hair in a ponytail because i asked her if you could stop taking change from the "broken" change machine to let me purchase gas- nothing else, and i didn't need change. she told me no and that i was gonna have to wait because she didn't have to help me. i said you do have to help me, and the other manager, shorter height and dark hair, agreed, nope she don't have to help you, you're being rude interrupting her, and she can't help anything until she finished that- 1. she was helping a guy before me, 2. the manager should have asked the other clerk that was just standing watching us to help me, 3. customers come first and lastly -should be important to Speed way- the clerk has the change machine open while im at the register with nothing stopping me from taking the change, i'm sure this was in the training manual.

Letter Sent to Speedway, never received a response

Speedway
Attn: Customer Service Department
P.O. Box 1500
Springfield, OH 45501
4 December 2019

Dear Sir/Madam,

I am writing today to complain of the abhorrent customer service I received from employees at a Speedway
located at 4797 W. Broad St., Columbus, OH 43228. This location is owned by KVR, LLC, a -business owned
by Mr. Barry & Mrs. Marilyn Krengel of Pinehurst, NC.

On November 14, 2019 around 5:30 am EST I visited Speedway #1174 to refuel my vehicle as well as
purchase food and drink for breakfast. After fueling up, I headed inside and began my hunt for breakfast...a
medium Colombian coffee and two Krispy Kreme doughnuts (a champion's breakfast) found. I headed
towards the PoS where I found two employees, a female with headphones (one bud in ear) connected to her
phone and a male wearing nothing to indicate his employment or association with Speedway e.g. name
badge, button, polo shirt. As I approached the counter the male employee (who I had noticed even while
outside refueling because of his location behind the counter and street clothes) went from leaning on the
counter to standing at his PoS. Being the only customer in the store, in a generally upbeat mood I said,
"alright, where should I go?" with a chuckle. Unfortunately, I set the bar too high for both employees as the
expected congenial banter, or even a begrudged faux smile and "oh, either one of us can assist you" was too
high of a price - man, just pick one of us, pfft - is a close restatement of what was said in response - appalling!
The female employee without skipping a beat said something akin to, we were just talkin' bout that, why do
they ask? That is crazy" (paraphrasing) to which he responds "girl I don't know" as he rings in my two
doughnuts, Pall Mall cigarettes and coffee.

Initially I thought they were themselves engaging in some banter or small-talk to have an all inclusive laugh at
the somewhat awkward yet common and quite pedestrian situation (one customer, two open checkouts) as I
would expect most would. This letter is in your hands because I was never included in their small talk - I was
the small talk, the butt of the joke. I can't remember another experience in my memory where I was subject to
such indignity...and paid you money for the honor.

This was an absolute breakdown in your endeavor to "to be the customer's first choice for value and
convenience." and very clear reminder that my money walks and talks. With a Speedy Cafe (Store #9265) a ¼
mile from home, I realized my Pavlovian-esque response to my hunger pangs and low fuel light was
Speedway - you had me, you are the local guys (Speedway in Enon, Marathon in Findlay) until this watershed
moment.

Please forgive me as I rarely write formal letters such as this; when it comes to customer service, employee
or store issues I usually chalk them up to a misunderstanding, lack of coffee or a simple "case of the
Mondays" for the representative or me! That being said, this letter should stand out as a red flare warning to
all parties interested in promoting "The Speedway Way" at store #1174 - I trust this is not the way Speedway,
or KVR wish to conduct business with valued customers. I would welcome the opportunity to discuss matters
further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing
from you.

Sincerely,
Ryan

Toya is a supervisor who's rigid and non cordial. I made a lift jester, and she tapped on the counter. She is very unfriendly. Part of good customer service is being friendly, which she was not. Avoid her.