Based on recent customer reviews, Shell South Africa faces significant and widespread customer experience challenges. While a handful of standout attendants earn genuine praise for warmth and dedication, the overwhelming pattern is one of rude or dismissive frontline staff, unresolved fuel quality incidents causing vehicle damage, pricing disputes, and a near-total breakdown in complaint resolution and corporate accountability across its national network of service stations.
Top Strengths:
- •Customer Service & Frontline Experience: A small number of individually named attendants such as Patrick G, Moses, Johannes, Reggie, Clementine and Khoza consistently earn praise for proactive, warm and trustworthy service that builds genuine loyalty.
TrustIndex
2.6
Score
NPS Score
-66
Recommended: Unlikely
Apr '25 - Mar '26
Recent reviews (133)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Violence against women and no respect for customers
I was at Shell N4 platinum garage Rustenburg today 17 March 2026 around 16h45pm there was a male Indian manager disrespecting a co--African woman and threatening her with violence in--font of us as customers the lady couldn't do anything as She felt threatened and even us we were tromatised In South Africa we have lot of Gbv violence against woman and children this incident shows that these man is not valuing woman and has no respect for women Shell needs to move him out of working with women as he is not representing Shell brand
1 reviews | Active since Jan 2020
Violence against women and no respect for customers
I was at Shell N4 platinum garage Rustenburg today 17 March 2026 around 16h45pm there was a male Indian manager disrespecting a co--African woman and threatening her with violence in--font of us as customers the lady couldn't do anything as She felt threatened and even us we were tromatised In South Africa we have lot of Gbv violence against woman and children this incident shows that these man is not valuing woman and has no respect for women Shell needs to move him out of working with women as he is not representing Shell brand
1 reviews | Active since Jan 2020
Negligent Fuel Dispensing
On 10 February 2026, a Herman's Shell Service Station attendant put petrol into my diesel vehicle, and its more than a month now, I am still without my car, without a courtesy vehicle, and forced to pay for daily transport out of my own pocket.
1 reviews | Active since Jan 2020
Negligent Fuel Dispensing
On 10 February 2026, a Herman's Shell Service Station attendant put petrol into my diesel vehicle, and its more than a month now, I am still without my car, without a courtesy vehicle, and forced to pay for daily transport out of my own pocket.
1 reviews | Active since Jan 2020
Promotion advertised on the windows but,no longer active
There's a niknaks for 2 for only R32 it still advertised but,there a cashier who told me it no longer active without scanning,mind you a Customer is always right what you see,it what you pay for..Shell garage with Spar
1 reviews | Active since Jan 2020
Promotion advertised on the windows but,no longer active
There's a niknaks for 2 for only R32 it still advertised but,there a cashier who told me it no longer active without scanning,mind you a Customer is always right what you see,it what you pay for..Shell garage with Spar
1 reviews | Active since Jan 2020
Public Health and Safety Hazzard - Shell South Africa
I had raised a public safety concern/complaint with Shell South Africa regarding a safety hazzard at the Shell Ultra City Escourt in KZN (Northbound on the N3). An email was sent to their general public enquiries email address on 19 January 2026. They responded on 30 January 2026 and copied in a whole bunch of people in their team to investigate and address the issue, to contact me and to resolve the issue. To date I have received no response from Shell SA after following up with emails on two occasions. This is clearly a total disregard for public health and safety on our roads.
1 reviews | Active since Jan 2020
Public Health and Safety Hazzard - Shell South Africa
I had raised a public safety concern/complaint with Shell South Africa regarding a safety hazzard at the Shell Ultra City Escourt in KZN (Northbound on the N3). An email was sent to their general public enquiries email address on 19 January 2026. They responded on 30 January 2026 and copied in a whole bunch of people in their team to investigate and address the issue, to contact me and to resolve the issue. To date I have received no response from Shell SA after following up with emails on two occasions. This is clearly a total disregard for public health and safety on our roads.
1 reviews | Active since Jan 2020
Shell - Fuel contamination
I am extremely disappointed with the service and accountability from Shell Dorp Street, Stellenbosch. I refuelled at the station on 13 February. On 16 February, my vehicle started experiencing serious mechanical problems. The workshop inspection confirmed fuel contamination. Prior to refuelling, the vehicle had no issues. Despite this clear timeline, Shell conducted an internal investigation and has now advised that they will not accept liability, stating that no contamination was found at their site. As a customer, I was not involved in any independent fuel testing process, and no transparent evidence has been provided to refute the workshop findings. This has left me with significant repair costs and no resolution. I am requesting that Shell re-open this matter, conduct an independent assessment, and take responsibility. Customers should not be left to carry the financial burden where there is a clear link between refueling and vehicle damage. I hope this matter can be resolved urgently and fairly.
1 reviews | Active since Jan 2020
Shell - Fuel contamination
I am extremely disappointed with the service and accountability from Shell Dorp Street, Stellenbosch. I refuelled at the station on 13 February. On 16 February, my vehicle started experiencing serious mechanical problems. The workshop inspection confirmed fuel contamination. Prior to refuelling, the vehicle had no issues. Despite this clear timeline, Shell conducted an internal investigation and has now advised that they will not accept liability, stating that no contamination was found at their site. As a customer, I was not involved in any independent fuel testing process, and no transparent evidence has been provided to refute the workshop findings. This has left me with significant repair costs and no resolution. I am requesting that Shell re-open this matter, conduct an independent assessment, and take responsibility. Customers should not be left to carry the financial burden where there is a clear link between refueling and vehicle damage. I hope this matter can be resolved urgently and fairly.
1 reviews | Active since Jan 2020
I always fuel up but...
I always fuel up but today I was told to pay to use the restroom
1 reviews | Active since Jan 2020
I always fuel up but...
I always fuel up but today I was told to pay to use the restroom
1 reviews | Active since Jan 2020
V+ replacement no sending OTP
I lost my reward card and when I try to do card replacement I couldn't get the OTP on the registered number and I also tried to call 0310013390 it does not go through their service is not up to standard
1 reviews | Active since Jan 2020
V+ replacement no sending OTP
I lost my reward card and when I try to do card replacement I couldn't get the OTP on the registered number and I also tried to call 0310013390 it does not go through their service is not up to standard