I've been going to this library for over a decade, and while many of the staff are extremely kind and caring, there are also certain staff members that are incredibly rude - to the point of potentially ruining your day.
The tipping point for me was when I had to quarantine due to being extremely ill and couldn't return my book until I tested negative for COVID and had recovered. The staff member I spoke to refused to waive the late fee, stating I should've called in before the book was due. There's absolutely no reason I should've been concerned about returning a book when I'm too ill to even leave my bed and thought I had COVID.
Not only is there an ongoing pandemic, but countless libraries across the world (including those in Toronto) are removing their late-fee policies in general. I'm shocked at the complete lack of empathy/understanding from MPL.
I absolutely do not mind paying late fees (I've easily paid hundreds of dollars in late fees over the years) and I completely understand that the staff are only human, but I feel treating your patrons in this manner is not ok - especially when their circumstance is related to the pandemic.
While I understand this is a government-funded service available to the public for free, and do not expect above-average customer/patron service, there is a bare minimum in terms of manners and kindness that can and should be met.
Again - this library (including Beaty and Sherwood) has some of the most kind and warm staff members I've ever met, but I've had experiences with certain people that were so negative that they've soured any goodwill the library had established. This is extremely odd since I rarely interact with the staff and have never faced any issues at other libraries - MPL is very much an outlier in this regard.