Nassau County Public Library Fernandina Beach Branch — Attraction in Fernandina Beach

I submitted my passport application here with my money order with expedited shipping that I paid for and my passport picture as well as my birth certificate! An a separate application fee to the library. I waited 3 weeks just to find out that all of my paperwork and money had been lost. Nobody contacted me to inform me of the situation, I had to call them. I spoke with Anne (the supervisor at fernandina library) she was speaking to me like this was my fault or as if I’d done something wrong. She told me that she “absolutely could not refund me”. I would just have to pay for everything again and resubmit my application… every time I’d ask a question she didn’t know the answer. This is my third time having to drive 1 1/2 hours to this branch due to their lack of communication. The other woman I spoke with before Anne was giggling while explaining what had happened to me.) no remorse whatsoever. Terrible service! terrible experience! very inconvenient! do not recommend!!! (Anne doesn’t need to supervise...

Passport Acceptance location that takes walk-ins (according to Dept. of State Website). Attempted to call six times before driving an hour to the location. Arrived and was advised that they only accept walk-in's when there are no appointments and that the day was already full of appointments. I told them I wouldn't have made the trip if they would have simply answered the phone. She responds that they don't answer the phone when dealing with customers. B.S. Excuse. They could simply use the hold function on the telephone instead of ignore me and got to me after dealing with the customer. She then has the audacity to tell me that they had a cancellation earlier in the day but someone's call who she decided to answer took it. Even though I surely called several times before that lucky one caller. Terrible customer service and terrible policies at this location. Waited for over two hours hoping to be taken care of. There is no good excuse to treat people in such a way. Don't waste a trip here...

After experiencing the rudest humans on the planet at the Sadler Rd post office (do NOT go there for anything!), we stopped by the library for help. I’m bummed I didn’t get the lady’s name that helped us but she has gorgeous red curls and was an absolute ANGEL!!!!!!!! She answered all of our questions and was kind and gracious and patient during the whole thing, even though there were other people with passport questions/applications. As soon as we get the one item we need, we’ll be back to have her help us with everything because she is a freaking Godsend! Also, shoutout to Gabriella at the front desk who got me set up with my library card and explained how their programs and lending systems work here in FL. I sincerely hope a manager/director sees this because these two ladies deserve a bonus or free lunch or something. You have no idea how much their kindness meant to my family and I, especially after the horrible experience that preceded our arrival....