State Library of New South Wales — Attraction in Sydney

Yesterday we went to the Library and the team by the entrance (Eastern Europe lady) was very unprofessional, unkind towards us. She lack social skills when asking about where the washroom where her answer was “No, you can’t come in”. Then since it was so hot outside, I ask her if we could just stay by the entrance door while waiting for 9am (which was only 6 minutes away) and she said “No, you have to be outside, we are not yet open to the public, go outside”.

We found her to be very abrasive in her delivery which was no need to be. I understand we were there 6 minutes in advance to the opening of the Library but she could delievr the “rules” in a much nicer way.

Then I ask her Muslim colleague (wearing a hijab) who came by to replace the Eastern European lady what her name is to put a complaint forward and she said that she would not tell me nor hers even though they are all wearing a pass with their ID around their neck but it was hidden from my sight since they were all wearing it upside down so I could not see it. She then started lecturing me and telling me “Do you understand why we are not letting you come in?” which was not my original question towards her and did not ask her at any point for the rules clarification which I understood but that was not what I was asking her. She needed to make her message across and repeat to us to wait 6 minutes before coming in to use the washroom. What a condesending behavior.

Then when it was time to finally enter by 9 am, the security guy (he look like Philippino) replaced the Muslima lady by the entrance (those 3 people seem to be playing musical chair in less than 6 minutes!) said to us, you may now enter which we did because we really needed to use the bathroom and I ask him what is his colleagues names (the one wearing the hijab and the other lady with that Eastern accent) and he look down on the floor and said to me “ hummm… I just forgot, I can’t remember”. I can’t believe he just lied to us, he does not know his colleagues names?! What a liar! they all back each other in this team but for the wrong reasons and purpose.

So here I am under Google review (cause the Library website does not provide any email or have any feedback form) telling about our experience in regards to customer service at the entrance door of the Library - what a terrible experience lacking social skills, deception / lying, poor performance in delivering message with empathy and sound judgment (6 minutes away from opening to the public and yet letting the women for the culture event to enter the site prior to 9 am and having access to the washroom!

That place needs to make sure that staff wear a name tag (first name), provide email and feedback form on their website to communicate client issues, train their security and team onsite in charge of the entrance to better customer service, be nicer to clients and tourists (have social skills, get training), and stop lying when asking questions.

Sydney why can’t you offer better service experience to customers and tourists? please train your staff or hire proper people who are more amiable and have good ethics (not lying, providing good and useful information, be more helpful, have empathy when...

I went to the library 2 days this week, one of them happened to be the first time i had been there. Signing up was fairly easy but then requesting the book was slightly confusing, i was confused by the process but eventually got the hang of it and requested my book. The lady informed me that i had a 45 minute wait until i recieved my book as there was only 2 staff members working? only 2 and it is a state library!? When my friend and I had returned we were walking down stairs to collect our book. My friend had her hand in her pocket and the man asked her what she was holding in her pocket as it appeared she was holding a gun or something?!!!! which she clearly wasn't! I then got my book which happened to be a very old book so i had to read in the special materials section. The second day i returned, my book was there waiting for me and the staff in particular one lady were being very nice to us. The lady had mentioned to us that we perhaps shouldn't photocopy the book as it was very old and fragile (which we completely understood) so instead we were allowed to take pictures of it on our phones. The day went well until 10 minutes before we were about to leave when we started to take a few photos of some of the images in our books on our phones. This other lady walked past us and said in a really firm voice, "You should probably ask before taking pictures with that book!" and i replied with "We have, another lady gave us permission to take pictures with our phones" and she said, "Well the book is really old so you need to watch how you handle it!" By this point a few other people in the special materials section were looking at us as this lady had called attention to us. I then proceeded to stand up, return the book and leave! The lady then had the audacity to go and bother another fellow reader, which again brought attention to this poor man. As well as that, throughout my experience the staff members at the service desk were obnoxiously loud which confused me as I thought I was in a library!!

Overall, nice interior and exterior design and most of the staff were kind however this lady really...

My friend and i attended the library for the first time last month, not knowing about the rules that you cannot bring a bag or water bottles inside. Whilst walking into the study area near the kids reading section my bag that consisted of my electronics, 2 drink bottles, a pencil case and a notebook was searched (my friend did not bring anything but her phone) to which the woman at the desk asked me to discard of the drink bottle which i did, with still my water bottle inside my bag she let me go. i sit down get my laptop out and began to study and during this time i notice a man who looks like a security guard walking back and forth looking at my friend and i, i thought nothing of it and continued studying, after an hour we decided to leave. Upon leaving the man stopped us and asked to search my bag to which i held it wide open for him to see, to which he exclaimed “Is that your book” and i said “yes my note book from school”, whilst attempting to grab it to show him he sees my water bottle and says “How did you get that in here we have strict rules about that” and i said i’m sorry i didn’t know the lady let me in with it, and he responded with “I think you hid it in your bag to get it in here”. Now i don’t appreciate being accused of something i had no intention of doing, to which i raised my voice and said “SORRY!?” and being a young girl i believe he thought i would be scared or intimidated but after hearing me raise my voice he tried to calm me down to which i said to him “don’t accuse me of something i didn’t do, go talk to that lady if you have a problem with me she let me in” to which he tried to calm me down whilst people were walking by. Whilst walking out i called the library and asked to speak to his manager and filed a formal complaint that hasn’t been resolved yet. I don’t appreciate being discriminated against, and even after i told him “sorry she let me through i didn’t know” he still went though with his accusation, to just out right accuse someone with the knowledge of what actually a happens is very wrong. do better. Bad experience and will never...