H&R Block

Had one of the absolute worst customer experience ever. They didn’t give me a chance to give them business and after this incident, I don’t think I will ever go back. Here is why:
I was looking for someone to do my tax return last minute and stumbled across the HR block website. They showed me this location which was close to me. Checked the business hours, it says from 7am-​10pm for the following day. It also allowed me to make an appointment online. The last appointment available for the following day was 9pm which was good. That means I could attend my family dinner before going there. So I confirmed it.
After dinner I made a trip home to grab my documents and went to this branch right on time at 9pm. When I got there, to my surprise, the door was locked. There was a big middle aged blond woman in red dress who gestured me from inside that they were closed. I gestured back that I got an appointment for right now. She basically just ignored me and continue to mind her own business.
Another staff saw me standing outside and was nice enough to open the door and told me they were closed. Being confounded, I told her that I made an appointment for 9pm. She was surprised and she asked the above mentioned woman in red dress if they had an appointment with me for 9pm. She didn’t want to verify anything and just told me they close at 9pm.
So I explained to her politely that I made a point to come here because I had an appointment online for 9pm. She didn’t wanna hear it and asked me if I had seen the hours posted on the window that says they close at 9, making me look like an idiot for showing up when they are closed yet pretending like I had made an appointment.
I simply replied that I wasn’t able to see the hours posted on their window until I got here. And I was here because I had an appointment with them at 9pm. I told her that I even got the confirmation email from them. Also the hours for this branch shown on the website was from 7am-​10pm for that night.
She didn’t care and told me IT DOESN“T MATTER because they are CLOSED and just told me to leave.
So I explained to her (still calmly) that the reason I was here at this time was because of the appointment. And that if they weren’t able to keep the appointment then at least have the courtesy to show some apology. The response she gave me was what got me really upset. She gave me a smirk and told me that she had nothing to do with it, and refused to apologize or even felt sorry about this. She made me felt like I am an idiot trying to ask her to apologize for the mistake I made. I felt that this is very unprofessional and simply disrespectful.
«It doesn’t matter because we are closed» when they made an appointment is the most ridiculous response I have heard from a service providing business. Even the person greeting me at the desk was not the same person I made the appointment with, she could have tried to find out what went wrong and also be helpful (write a note to tell her company to fix the wrong info/​help me set up an appointment for a different time, etc.). Instead, her professionalism made her felt detached with whatever that was going wrong with the service department and that my presence was the only problem.
Even if she really had to take off, the least she could do was to tell me they are sorry about the mistake and tell me to come again during their «true» business hours. I would have appreciate that. Don’t assume it’s the customer’s mistake to show up when they are about to close. I mean it’s most likely that it’s not her fault that they made such a mistake. But it’s her job to treat a customer with courtesy. Just show that you feel sorry about this like any person with courtesy would. Don’t make the customer be responsible for the mistake that your company makes, and then laugh at them.
I understand that you might have had a long day and it’s important for you to get home on time. Your personal time matters and so do ours. Don’t tell them their time doesn’t matter. It makes us feel like an idiot to even consider giving you business in the first place.
Maybe it’s just her, or maybe they did get too much business that our time really doesn’t matter. But in my opinion, they don’t deserve my business, or any business for that matter. Considering that they don’t even show a correct business hours, make appointments that they could keep, as well as treating us like we are there to cause trouble, it’s not hard to imagine that the major portion of their overcharged fee simply went directly to their advertising campaigns instead of hiring professional staff. If this is your local branch, your money will be better spent elsewhere.

Nice big place. Had a very nice staff. Mary who worked with me was really helpful. The only thing I didn’t like was the price it was almost triple of what I paid last because of a fee I didn’t know that was going to be added on.