My wife has been a patron of the Fair Oaks library in Stockton for many years. Service here was exceptionally good. My wife has a disability that causes her to have great difficulty remembering strings of numbers. As an accommodation for her disability, the staff at the Fair Oaks library were kind enough to set up a alphabetic pin for her. However, the Fair Oaks library closed.
So, we had to go to the one in Manteca. We'd heard many complaints about this branch, but decided to give things a chance, anyway. After the way we were treated, we do not understand why the Manteca branch was allowed to remain open and the Fair Oaks branch closed. Here is our experience with the San Joaquin Public Library in Manteca:
We reported problems using their automated system and their computer to renew a book my wife had checked out. A woman who works there, whom we later learned is named Marni (Marny. [continued below]....
.......sp?), was extremely rude to us when we reported the problem we were having with being unable to use my wife's specially devised pin. This woman has reddish hair that she generally keeps pulled back into a ponytail. She also wears glasses. Marny made absolutely no effort to even be civil and was extremely rude throughout the whole conversation. Because of her attitude, we asked her for her name and informed her that we would be reporting her to her supervisor (whom we later learned is named Ann). Marny refused to give her name.
We explained the situation to Michael, another employee at this library, and asked for Marny's name, citing her attitude and our intention to report her to her supervisor. Michael said that he "would not give the name of his co-worker". Additionally, while we were making the complaint about this to Michael (we were speaking civilly and quietly), Marny interrupted our conversation. All we wanted was her name. When we stated that we were also upset with Marny's interruption of our conversation and again asserted our intention to complain about Marny's rude behavior to the supervisor, Michael threatened to kick us out of the library.
We feel that the way we were treated was extremely bad and shows terrible customer service. Furthermore, refusal to accommodate my wife's disability is blatant discrimination. However, it is Marny's attitude and Michael's refusal to divulge her name (since she does not wear a name tag) that we find truly unforgivable.
What we would like, at the very least, is a formal apology for both Michael's and Marny's behavior and some form of disciplinary action taken against Marny for the extremely snotty attitude she has with customers, and us in particular. Should Ann, Michael or Marny make any reasonable effort to resolve ANY aspect of this situation, either my wife or I will amend this complaint accordingly.