Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a patron of the Shoreline Library December 8th I do believe a Friday of 2023. With the intent of photocopying material for document support. I however forgot to bring my library card. I do have my library card number #*************... and presented my dilemma to the front desk. This library card number is the original card number that I've used since it's exception. For more than 20+ years.This library card number I want to be sure I keep. It's the number I memorized and keep on file. The library card number I always use.I verified my library card number with the front desk... and was asked If I would like a new library card since I forgot to bring my card to the library. I said yes that would be fine, they can make a card for me... I have my library card number I might as well have it physically printed on a new card in front of me.My intention then is/was to keep my existing library card and number #*************. And to have a new card printed out for me. That wasn't what happened at all. The librarian stated that oops your library card number has been changed? Did you want to keep your old library card number?Yes... absolutely that is my intention all along. The librarian then asked the support of another librarian, and explained to her the miscommunication. The librarian was 'new' and did not explain the new library card process...? Which I had no information about. The other librarian provided information to me that yes I can keep my old library card number ...and that the library would be sending me a letter verifying this information. Initially the librarian said he made a mistake and that the library card number was then changed to a new library card number a different number than the one I've been using ...which I did not agree to. I did not accept the new card therefore and told the library I did not want a new library card number... They were understanding and stated again... I would receive a letter ...with the understanding that I would keep my existing library card... and number.Again this is the library card I've been using for more than 20+ years...

  Business response

  02/27/2024

  Dear ***************************,

  
  Thank you for letting us know about your experience using the Shoreline Library.  Im very sorry that staff were not able to provide the service you expected at the time of your visit.  In reviewing our records, I see that staff were able to revert your KCLS library card account to your previous card number on December 16, 2023.  We did attempt to contact you via telephone and email to inform you of this resolution, but the contact information in your library account appears to be out of date.  We will attempt to contact you again via the phone number and email address you provided in your BBB complaint.  You can also reach out to the King County Library System directly by visiting: *********************************************.

  
  Again, I apologize for the confusion and inconvenience you experienced, and I hope you will continue using the King County Library System in the future.

  
  ***********************, Circulation Manager

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩