Business ProfileforKWIK TRIP

I drove to the Plover Kwik Trip to get gas for my lawn mower and used my check card to buy $8 worth. After the lady handed me my receipt I tried to put the gas in my gas can and nothing came out. I went back into the store and told a male clerk the pump wasn't working. Even though I was holding the receipt in my hand, he asked if I paid for the gas. I said of course. He automatically went into a speel about how it didn’t register and if I wanted gas I had to give him another $8. I said I already paid for the gas and the pump didn't work. He said it was Kwik Trip's process and I should check my bank statement to see that I wasn't charged. I asked how he knew that I wasn't charged because it was only 10 minutes ago. I said I just wanted to go home and cut my grass. He said again, if I want gas, I need to pay another $8. All of a sudden a lady came up behind the clerk and said “if you don’t like our process, go to another gas station.” I went back to my car and called Kwik Trip customer service and waited on hold for 19 minutes and finally pressed 1 to have someone call me back. 10 minutes later Liz called from Customer Service and told her what had just happened. All she kept saying was that that is their process and I should check my bank statement. No concern as to the way I was talked down to or why it happened. I just told her she missed the point. The next day, I get a call from Lisa at Kwik Trip's financial department saying the exact same things, it is their process and I should check my bank statement. When I asked why this happened, she said I probably took too long to get to the pump for gas (3 maybe 4 minutes). I told her my account wasn't charged, and she was missing the point. She continued to go on and on about their process. I finally realized if Kwik Trip has a process for something like this happening no explanation, five different associates, it must happen more often than not and their concern was definitely not the customer.

We are sorry that ************ had a negative experience  and do thank her for bringing it to our attention so we can help our employees to respond better to such concerns.  The District Manager, April H., is going to reach out to ************ via the email address she provided.