bp - bp 54 Sargood Road

Asked for directions, was helped by a lovely young staff member, didn't even have to get out of our campervan!

I am a regular client at BP 2Go Cromwell, as I drive frequently (twice a week) between Queenstown and Dunedin and like to stop there for fuel and coffee. The below incident happened in 19th July 2021, I sent feedback to BP team and haven't had a response since then and therefore have moved all my business to Z station. On 19th July I was at BP Cromwell station at 5.40 am and while I tried to fuel my car, the pump wouldn’t work. I tried multiple times, and only managed to get over a litre (about 3 dollars’ worth of fuel). I could see that there were 3 staff members inside and only 2 clients but no one made any attempt to come and help. So I ended up moving my car to another pump (which worked this time). When I went inside, and noted my pump number, an employee named Cassie pointed out that I also have to pay 3 dollars’ worth from the other pump. I suggested that this would be waved as this caused me inconvenience, annoyance and a delay on the long journey to Dunedin and it is not my fault their pump was out of order. I also pointed out that I am a regular client who passes through twice a week for full tank fuel. Cassie in an elevated tone said that if I wasn’t to pay for it, it would be theft and I should have walked inside for assistance if I was having troubles. I was shocked at the lack of any customer service skills and empathy for the client. Not only no one attempted to fix the broken pump , also no one acknowledged that I received a substandard service, no one offered any compensation for it (to waive 3 dollars or offer free coffee), and on top of that I almost got yelled at and accused of potential theft. Also Cassie suggested that I come later on to discuss the matter with the manager, which is pure mockery as she was aware that people are on their way somewhere that early morning and do not have the time to sit and wait for the manager. The young girl at the cashier whispered “Apologies for the inconvenience” (at least she had some customer service skills) so Cassie would not hear her. I am shocked at such a lack of customer service skills and would like this matter investigated - why someone as rude and with no empathy as Cassie is placed in a customer facing role? BP is not the cheapest fuel station and people like me go there for the better service but it looks like service is not really there anymore. I would like the BP team to create a case and get back to me on what actions have been taken post review and investigation of this matter.

I had to wait 3hrs to get a gas bottle filled which was a bit strange but we returned and all ended well.

Great to be able to organize the fuel and payment by phone No need to mix with people or the staff A1

We don't go here very often but they have actually quite good service and coffee and big choice of food ??

I went in at 6.15pm to get a chicken meal for my granddaughter and myself but no chicken cooked at dinner time. We were told we would have to wait 15 minutes, but then told 50 minutes after paying $24.00. We went back to get our meal drove away and realised our order was not correct and had to go back. Chips were so salty and we threw them out. Not good communication and service.

The Staff were great but I not only have to pay for petrol. But now they charge for water? And theres more water here than they know what to do with. I won't be going there again. But they do have good clean toilets. Great coffee and ok food. I will only go to the BP that don't charge for water or air. Why should they, they make mega bucks.???

Pretty standard fuel experience. Staff are polite and friendly, pretty quick to serve. Bought a pie on my last visit and it was decent. Only quarrel is the same as every New Zealander where the fuel is just too darn expensive