We flew into Sydney yesterday after a total of 20 hours in an aircraft. While it was a fun ride, we were exhausted upon our arrival. When we arrived in the city we were told that we would not be able to check in for our accommodations for several hours. They did however suggest that we look into a luggage storage company. After doing a bit of research we found CBD conveniently located by our train stop. While it took a bit to find the location (see my tip on this below) ultimately the location is perfect. When we got to the check in area we weren't really sure what to do. There's a note that says to buzz for help so we did. Almost immediately Rupert came around the corner. He asked what we needed, explained the process and had us checked in in no time. Before leaving the office Rupert took time to show us all the "can't miss" parts of Sydney. This was not q requirement and was a HUGE customer service win for us. He spent 10 Minutes helping us identify fun areas. We were just blown away. Then Rupert escorted us to our locker. He helped us ensure our items were secured and made sure we were comfortable leaving the area. All of this to say we were blown away with this level of customer service. It was evident to us that Rupert is a consummate professional who went out of his way to make us feel welcome in a new town! Tip: The facility is located on Level 6 parking. Each floor of this shopping center square has an elevator that will take you down to L6. Use the buzzer to the left after exiting the elevator for assistance. read more

Company from depths of hell. Called after plans fell through. In a panic. Spoke with staff member as I was frantically rearranging goods in quite obviously anxious state. Having never stored products in past, I asked for requirements. Crystal clear on photo ID but when it came to signing up, she gave a clear *recommendation* that I sign up ahead of time. Given last minute, went against recommendation. After a lengthy journey to reach centre and in alignment with previously discussed times, called about unloading as I was on leg 2 and same lady berated me for not following her directions which were now requirements. In addition, she criticised my manner of communicating (esp subpar when under stress) , and told me to take my business elsewhere as she didn't wish to deal with me further. I'll note that at no point was I rude to her. I accept that misunderstandings happen and even take accountability entirely for not phrasing questions appropriately. I can suck up either a later trip or 2-3 hours of waiting. I do not accept that someone who states that she often works w people in horrible situations can turn a sort of crappy day into a violent storm of dysentery which required a helpful travel agent, a taxi, an uber and several HUNDRED dollars to resolve. Only after calling to get name to file complaint did she call 3x, first dwelling on the initial miscommunication after I clearly stated this wasn't cause for complaint. I essentially got "sorry that you feel that way" and major back-pedalling and revising (lying) her customer service person from hell that both taxi driver and I heard. The fact that this person interacts with non-native English speakers, travellers, tourists and people in crisis is horrendous. Zero warmth, patience, empathy, standard procedures for handling mix ups etc. Even with language ability and familiarity w Sydney in my favour, it is really the bail that broke the camel's back. Ineffective communication skills as she would simply need to say, "to register, we require you to come ahead of time with passport" rather than long-winded monologue on processes. Or "you need to pre book in person. 'I'd say.../should' are not good for describing requirements. read more