I've been a loyal customer for over 20 years, never complained, and always believed that long-term clients would be valued. Unfortunately, it seems that's not the case.
I understand that the company may prioritize those who voice their complaints, but what I cannot accept is the lack of respect and the humiliating treatment I received at their branch. The quality of service has drastically declined in the past year — the staff are rude, unhelpful, and more focused on rushing customers out than resolving issues. There’s a noticeable absence of urgency or effort to assist.
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The issue at hand:
I ordered precious metals online for my son's birthday, having enjoyed a smooth experience in the past. This time, delivery was promised within 5–15 business days, so I planned accordingly.
However, 20 business days went by without any updates.
No notification of delays.
Not even a courtesy email.
When I sought assistance at the branch, it became the most frustrating part of the ordeal.
The teller:
• couldn't answer basic inquiries
• kept repeating “delivery is 15 business days” despite me explaining that it had already surpassed that time frame
• frequently responded with “I don’t know”
• appeared annoyed by my requests for clarification
• only checked my account after I insisted, yet still had no information to provide
Imagine spending over $500, with the money already taken from my account, and the bank has no idea about the order's status or delivery timeline. If a customer is late on a payment, they incur interest. But if the service fails to deliver — there’s no accountability or apology.
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A week later…
I finally received an email stating the order was delayed, along with a $20 credit for a future purchase.
It's laughable. Why would I consider ordering again when they can’t even guarantee timely delivery?
The email didn't include an order number, and with four orders placed around the same time, how am I to identify which one it pertains to? They blamed external factors for the delays, but tracking shows the package never left the company's warehouse. It’s another disappointment.
They also mentioned that the branch would reach out once the order is ready, yet I never received any confirmation about the product's arrival.
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I've never shared my experiences online before, but this situation feels significant enough to warrant attention. It's disheartening that such a large institution fails to invest in enhancing customer experience. Loyalty means nothing, politeness is overlooked, and being a long-term customer results in frustration rather than service.
At this point, I'm seriously reconsidering my decision to stay with the company.
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The Toronto–Dominion Bank is a Canadian multinational banking and financial services corporation headquartered in Toronto, Ontario.