Curbside holds, customer service, and app... found...

Curbside holds, customer service, and app... found to be lacking today.

I put a half dozen books on hold last week, and I used the pickup location "Olathe Indian Creek Curbside." I received an email a few days later letting me know that some of my holds were available.... *Inside* the library. (Photo attached.) Ummm okay. No big deal.

BTW, the JoCo library app DOESN'T rotate to landscape; so I couldn't use the app to verify the correct pickup method. That line is cut off... Another frustration.

So I drove to the library, parked in a regular spot, and went inside to get my books. But.. they weren't on the shelf. I still had several days remaining in my pickup window so I knew that wasn't the issue.

I walked back up front to customer service to explain the situation. I tried several times to explain to 2 reps that I used the Curbside method which is where my books must be, but the email was incorrect. They should let someone know that the automated email has the wrong information. They didn't get it. The first rep just explained I should go back outside, move my vehicle to a curbside spot, send the text, and wait.. They didn't understand that I was trying to ask them to pass the info on to their management... It took several attempts for either of the reps to understand that I DID originally use the correct pickup location, which should've been obvious because my items were IN THE CURBSIDE dept. I finally just asked them if they could call the curbside department and bring my items up front. I really didn't want to go move my vehicle.

It took less than a minute to receive my books. I thanked them and started to leave. But THEN the 2nd one told me that I still had to go check them out. UGH. So I walked BACK to the self-service kiosk near holds. (Neither one of them offered to check the books out for me.)

The whole experience marred by confusion, frustration, and lack of customer service.

* BOTTOM LINE *
If you know that you used the correct pickup location "...curbside" then just ignore the email and go to Curbside. The library admins are apparently behind in updating the email verbiage... and behind in making the app user friendly. In addition to supporting portrait only, the link for "locations" always causes the app to CRASH. SMH Our tax dollars hard at work.