Went in to pick up a phone this evening from the Brentwood Mall Fido kiosk after speaking to a Fido employee on the phone, confirming I can stop by before closing to get it. I arrived and asked about getting my phone, and the man working there (I didn't catch his name because he had his name tag hidden under his coat, but he was Asian, on the shorter side, short dark hair, shift was Dec 31, 2024 PM 6:30) was VERY rude to me. He said he wasn't going to help me and that he is closing now. It was 6:30, and I was told on the phone that they close at 7. It wasn't a lengthy process, I was just picking the phone up. He very rudely told me that "It doesn't matter what Fido told you, I'm working OVERTIME and don't want to stay any longer, so I will not be getting you your phone" and that he will be leaving as soon as he's closed up.
I said I came all the way here from across town, and he said "you should've chosen a store closer then, I'm not going to be helping you". If I could have, I would have. I had already been through going to another store for pickup today and them incorrectly labelling their stock and not having the phone, so I had to cancel and reorder to Brentwood location..
I understand that this is New Year Eve, and he probably wants to leave asap, but he had me a customer right in front of him and treated me like I was greatly inconveniencing him by asking for help during business hours for something that takes 5 minutes. I said that they weren't supposed to close until 7, and he said "If you want to stay here and stand around go ahead, but I'M leaving, and I'm NOT helping you, so go ask Rogers." (Rogers obviously couldn't give me the phone because they aren't the shop my pickup was for..)
It was just astounding how rudely he spoke to me. I have been with Fido for years, but after this experience, I may have to reconsider. This whole process has been a huge mess.
I left a Google review, but I'm unsure how to report the situation to Fido itself. It has been an incredibly stressful day running back and forth. Being treated so rudely and told to run all over town for nothing to work out has really diminished my previously positive impression of Fido. For years, they have been great, but this upgrade experience has been anything but positive (other than a friendly customer service rep I spoke to on the phone who told me to head over to grab my phone from the Brentwood Mall location after my reorder due to the previous stock mistake the Crystal Mall Fido made).
