Shell Queue Dispute and Repeated Customer Service Complaint

I recently experienced a repeated and very disappointing customer service issue at the Shell İnan Petrol station in Hatay, Arsuz, and I would like to file a formal complaint about this situation. Earlier this summer, I visited the same station with my motorcycle to purchase fuel. At that time I had an argument with a member of staff regarding the queue and was told, “You are on a motorcycle, you have to wait.” I shared that incident on social media and on my YouTube channel. After this, Shell contacted me and offered an apology. However, on 30.09.2026 between approximately 18:00 and 18:30, a very similar situation occurred again at the same station, this time while I was there with my car. While I was waiting in line, vehicles arriving from the opposite side were repeatedly allowed to move ahead of customers who had already been waiting. Despite our objections and our clear request for the queue to be respected, this practice continued. During the incident it appeared that certain customers were being given preferential treatment and allowed to move ahead of others, which is completely unacceptable from a customer service perspective. When we reacted to this unfair situation, the staff simply laughed instead of taking our concerns seriously, which made the experience even more disrespectful. As a result of this attitude and the unfair queue management, I left the station without purchasing fuel. Considering that Shell had previously contacted me and apologized following my earlier complaint about the same station, I find it particularly concerning and disappointing that a very similar problem has occurred again and that no lasting improvement seems to have been made. I request that Shell investigate this incident and the staff involved, review the station’s queue management and customer service practices, take the necessary actions following the investigation, and provide me with a formal written response regarding the outcome. As an international brand, Shell should ensure that all customers are treated fairly, respectfully and equally at all of its stations. Following this second incident, I have decided that I will no longer purchase fuel from this particular station, and I expect Shell to take this complaint seriously and inform me about the steps taken to prevent similar situations in the future.