Esso

This incident occurred on 11/02/2015 at 8:39:39 PM as said on the receipt. My name is Kalaimathy Gopal, Trans #: 3537. My cashier name is Patel (42 Patel) and the location this incident occurred was at McMaster Esso, 1445 Main Street West, Hamilton ON L8S 1C8. I was pumping gas and it came out to be about 20 dollars (20.01 to be exact). I went to pay for it when I decided to get a car wash especially since I have the esso points card and I can redeem a free car wash. I went in and told the cashier, Patel, that I would like to redeem my FREE car wash at the same time of paying my gas total. At the moment, he asked me to give him my points card and then without telling me, he punched in what I owed him and my daughter paid for it. Now I came out of the esso station to the car wash station and as I was about to punch in the code, I noticed he had charged me for the gas and car wash. I retrieved back and went to the cashier and told him that I was to redeem the free car wash and yet you charged me. I asked him if he can do a refund. As soon as I had told him, he immediately projected his voice really loud and started to show me attitude when he was telling me that I had not told him about my free car wash. I had told him that I stated the free car wash before I paid for the gas and then he started to say that I was lying and that he did not hear me. I told him that I have the points and that I would like a refund. He immediately became defensive and said he would not do the refund. I became surprised because not only did he show me any respect as a customer, he refused to give me the refund and didn't want to solve this issue like any cashier and customer would do at other places. He became so rude and started to yell back at me calling me a liar and that I cannot get my refund. As soon as he started to accuse me for no reason, I asked to talk to the manager of the station. He immediately told me that I cannot talk to a manager, and even when I asked him why, he said that he will not get me a manager. I became furious since not only was he so disrespectful and embarrassing me infarct of other customers, he refused to get the manager. Not only was his attitude terrible and disrespectful as he is yelling at me at this point, he then said after refusing to get a manager or contact him, he was accusing me for being disrespectful and lying to him. I told him at that point that I would not leave this location if I do not get a manager, and then he immediately told me that he was the manager. I was astonished that someone like this can not only yell at a customer and not treat them respectfully and take care of this problem, but he lied to my face after refusing to get the manager. When I was stressed out and furious from his behaviour, he then said he will call the manager because he realized he just lied to me and then whoever was on the line told him he can give me the refund and what I asked for. When he did the refund he did not give me the exact change. I have the refund receipt and on it said he was to give me 10.99 for that is what I was charged.However he gave me 10.15 instead. I asked him why is he not giving me exact and he replied back yelling that he cannot since I don't have the points redeem the free car wash and that he is deducting change. I was furious because I had seen my account and I know I had enough points and he lied to me . Also he did not show me any evidence but just did everything on his own and what ever he wanted to do, he just did it. I was so stressed and so angry at his behaviour, I have never in my life seen someone so rude and disrespectful yelling back at a customer and refusing to do what higher officials would do. He seemed as if he owned the place and lied to me so much that it was unbelievable. On my receipt, it says that my available esso extra points are 637 and to redeem a free car wash (quick wash:499). It is not possible to not have enough for a free quick car wash and yet he lied to me from the start and gave me wrong change without giving me any proof like a receipt to explain why he didn't give me the refund amount. i asked him if i can get my first receipt where he punched in the car wash and the gas price and he responded how he cannot provide the receipt because he needs it to sell to someone else. what does that even mean! I was so furious at this point and I told him he should not behave or talk to the customer and that I will report this to head department. He called me a liar again told me that I should know how to respect people and that when I told him he will be in trouble for his act, he said that I will be in trouble for this and not him. I would have stayed there longer but unfortunately he made me so furious and there were other customers I had left the esso and was so stressed and embarrassed from his humiliating event. I need to know what justice is this to be honest and like every customer, want to be treated equally. The way this man talked and responded was disgusting. To think he has the right to be in a position to assist people astonishing me to think that positions are assigned to people who are unqualified and disrespectful to customers. Who are you hiring cause if this is what my service is like, then no one should come to this business, afraid that they will have a terrible experience like I had. I would like for you to contact me to resolve this issue. My contact information is would be my cell number, [protected]. I would want to know what is happening to resolve this issue especially what consequences the cashier would have to remember not to be indecent and disrespectful to customers like he was. Invoice: LAZ11077 AVAILABLE ESSO EXTRA POINTS: 637 CODE: 1103 REWARD: QUICK WASH POINTS REDEEMED: 499 VRN: R121461107 *** i will upload with this complaint, the only evidence i was given for this incident, the refund receipt which has all the locations information.