Went to OTR Marion to ask for touch free wash for my brand new car and the attendant provided me with soft brush wash, causing m inor scratches on the body of the car. I bought it to the notice of the attendant, who mentioned he was under training and so made an error. I raised it with the OTR management who after few weeks of investigation said the fault may have been with your car's paint and not their equipment. I reminded them that my car was brand new and they need to come up with another excuse to defend their poor service. After a couple of weeks I again went back to OTR to ask for a touch free wash which was a reward in my OTY app. This time, the same attendent, did provide me touch free wash. After I used the wash I noted all the dirt was still there on the body and windscreen of the car thereby ripping me off. I took pictures and sent it to OTR complaints to show them the quality of their service. I am yet to hear from them. 10.07.2023 - Below is the response from the OTR Management to my complaint "Whilst we sympathise with your position, we reaffirm that OTR does not accept liability for any losses or damage you have suffered. We now consider this matter closed and we will not engage in any further communications on this subject matter directly with you. If you are dissatisfied with this outcome, you may seek your own independent advice " @Sam, I do not have much expectations from you and it makes financial sense for me to get it fixed that looking for legal advice in the matter. While I cannot teach OTR the right way of dealing with customer complaints, i can definitely stop giving them any business going forward. Also, adding a few pictures to show the quality of their car wash service with dirt all over my car after going through automated car wash. Paid $13.50, what a rip off.

The Manager has instructed staff to not put ice cream in the Thich shakes... A Thick shake without Ice cream is a milk shake not a thick shake. Either remove thick shakes from the menu (if you no longer off them) or make them correctly. Pretending that a milk shake is a thick shake is false advertising. When I questioned why I was given a milk shake and not a thick shake I was told: That I was wrong and thick shakes have never had ice cream in them.... When I told them that was a lie, and that I wanted a refund - They then told me that not putting ice cream in was at the instructions there manager and that thick shakes won’t have ice cream anymore.. The story changed multiple times during a single customer interaction and didn’t resolve the fact I was given the entirely wrong product. Disappointing

I have never been so disgusted we usually use this store at least 2x every week. And I am going to really tell you what I think the other night we went and purchased fuel thru the app all good then we went thru drive thru only to find 2 other cars lined up waiting for there orders after a good 10 mins of waiting the first car left without waiting any longer for order. The second car left after a further 2 mins. We waited another 5 mins after which time my mate went inside to get out products only to find attendant said she forgot cars where waiting and didn't care well that is no way to run any business OTR get ur head out of it backside and get staff that know wat they are doing you have lost several customers. Over this and no friends of mine will use ur services

This is convenience? One staff member serving. Making coffee. Answering drive thru. Heating food. Taking petrol payments. Up to 4 people standing around. I knew the staff member was on their own, so thought I'd go the quick and easy option of a pie. I still had to wait for them to make 2 coffee's, then, heat my pie ‍♀️ Other times the staff dawdle around. Definitely don't come in if you're in a hurry or on a quick break on your way through.

Hi I'd like to put in a complaint Ive been coming here quite regularly on a Friday night and the attendant hasn't been serving customers in the drive through after they place an order it's happened a couple of times now considering changing to a different servo I mean if the customer service was excellent or good then we would keep going to OTR but it's bloody shocking the lady doesn't do her job properly

Always understaffed. On a public holiday there were 8 people waiting to be served and one person serving and another on the shop floor doing stock. By the time I got served I asked for a coffee and was told that I would have to wait until all of the people behind me were served, there were about 10 people behind me. Needless to say I couldn’t wait. This is the 3rd time this has happened to me. Not happy.

Drive through service is shocking. Last time I waited 15 minutes for a coffee and this morning it was 20 minutes. Problem is once you are trapped in the drive through between cars you can’t leave and both times I was late for meetings. I won’t be buying coffee here anymore. Don’t understand why there is a coffee machine near the drive through window not being used when it is so busy.

Very poor customer service, wouldn't exchange 10pk Coke when clearly damaged. Explained I live 90min away but too bad need to come back to talk to the manager!! OTR didn't give me a receipt, have proof purchase through the bank but still not helpful. Next time I'll drive 2min to next petrol station. I will be making a formal complaint with the company and Coca-Cola

The staff are very slow at serving customers, some nights there is only one staff member and a huge line of customers. Management needs to hire more workers and train the current staff to speed up as getting petrol or a coffee should be a quick in and out exchange, not a 30minute shop. ‘On the Run’ is now ‘On the way to the service station up the road’

Fabulous coffee. Great Staff, however too many people with a drive thru as well as all the walk ins. I went drive thru as im unwell. It took almost half hour for a coffee. There was only 1 young girl in the whole place working. She was efficient, but Manager is not. It's too short staffed.

The staff are super helpful and friendly. Up till 2 weeks ago the main reason for going to this o.t.r was there was a commonwealth atm. It is now a redi atm costing most 2.50 per transaction. Just a heads up as the photo shows a commonwealth teller in the photo on maps ect..

If I could leave 0 stars I would be after my experience tonight. I was intimidated and questioned by the server whom must have thought he was a cop! I will not spend another cent I this store. Appropriate signage and a better attitude from the server would help.

Went to buy ice coffee with ice cream and they literally out coffee on the bottom than filled with ice to the top and put ice cream, as far as I know I meant to be crushed and mixed with coffee

Just wanted to commend the lovely girl who served me today. I think her name was Laurelle? She was so friendly and helpful. It is so nice to receive such wonderful customer service. Thanks!

Came to grab a coffee and the lady who made our coffee was really rude while I just asked about my ice coffee being served in small hot coffee cup with straw

Great service. Staff will go out of there way to help you. No coffee not enough room, and yes only a redi teller. But at least it in doors, clean and safe.

SLOW SLOW SLOW SLOW. Getting a drive thru coffee can take up 15/20 minutes. Never enough staff on. Today was the final straw. Will not be coming back.

Poor service the pies are always cold the guy who works at night always rude every time you walk in to the service station you never seem welcome

Very pathetic service by the person on register I bought wrong charging cable the guy was rude he can’t return it against the company policy

It says 24 hrs open but everytime i go there at midnight to buy something and try ringing there will literally be noone

A lady answered the phone call and helped with alternative solutions to find nappies for my client. Thanks.

Best coffee from this place, they added Krispy kreme now, awesome guys and usually pretry fast

Staff wasn’t organised, gave me a wrong order ordered a chicken pie, they gave me a beef pie

Dont know how to make a coffee. I always get the one with a ton of sugar in it. Just hate it

Shocking service, 10 min wait to pay for fuel .... one person on duty, needs more training

Lol this is the OTR they chose for their ads on TV? I'm sure you can find better ones.

Incompetent staff, but thats the otr norm right??

Poor hygiene levels, poor professional service

This OTR. Best Chai Latte. Best best best.

over charged me and wouldn’t refund.