I am deeply upset about my first experience at the Toronto Reference Library. I was really looking forward to going since the pictures online looked so lovely. I put some books on hold a while ago and they were ready for pick up today so I decided to make a day of it and pick the books up and stay to study in the library for a while. When I arrived, I asked someone at the front desk where about you pick up holds, and she directed me around the corner. The layout in the system of the holds was confusing to me, with it being my first experience picking up books with the Toronto public library so I decided to ask some of the staff that are working in that area putting away books. I asked where I find holds and the two women working told me that it was based on the last 4 digits of my phone number. At least that’s what I thought they said, so I proceeded to look for a hold with my phone number. I couldn’t find my book, so I asked again for some help. It turned out that I had misheard the woman, which I do take accountability for, but the way that she spoke to me when I asked again (politely) to clarify was uncalled for. She said, “I told you already that it is not the last four digits of your phone number, it’s the last four digits of your card.” I apologized and continued looking. I still couldn’t find my book, but I was hesitant to ask again because of my previous interaction with the women. I think they noticed that I still hadn’t found what I was looking for, and one of them said to me, “I told you if you couldn’t find it on the shelves to go and look on the carts and see if your book is there, we don’t have time to shelve everything.” Once again, her tone of voice was very rude. I apologized again, looked at the carts, and still couldn’t find my book. I decided to ask the other woman for some help. While I was asking, the woman who had been answering me rudely interjected and said to me, “I already told you three times it is the last four digits of your library card. I shouldn’t have to tell you 3 times.” I was appalled by this. I felt embarrassed and upset, especially considering it was my very first time borrowing a book with the Toronto Public Library. After this, the other woman asked me what my last four digits were and directed me to the right shelf. I found my book, and I left the library immediately. I did not stay to study. This experience has made me question if I will ever return to this TPL location again. I couldn’t believe how rude the staff was to me, and I left the library feeling dejected. I have another hold that should be ready for pickup shortly and I am considering canceling it altogether so that I can avoid future altercations with these staff members. I’m not sure if these women were just having a bad day, but I told them both that I had never picked up a hold before and needed help. I don’t think their behaviour was justified at all.