CIBC Branch

Pathetic customer service. Tellers are nice but can’t do anything - managers are poorly trained on basic customer service. Bank made a mistake on my deposit, had to come back to the branch 3 times to rectify the error, spent 45 minutes on the phone for a basic issue. Surprised, Alex Morales is in a manager role, his customer service is poor and lacks basic communication skills to articulate issues. Disappointing given this branch is right by their head office - small locations in random cities treat you way better.

Tried to rent a security deposit box. I called into the branch and spoke to a representative who told me just to come in and bring identification. Drive all the way down and now the representative is advising me that I need an appointment. When I asked why didn’t the person on the phone tell me I needed an appointment he shrugged and told me come back a different time. Poor communication. Poor customer service. Horrible branch.

As both a long-time customer of this branch, over 10 years, I want to provide some balanced feedback on the service at this branch. I understand many people's frustration about slow service and staff interactions, but there's more to the story behind the scenes. One major issue is the reduction of hours for employees. Most staff members are part-time, working only 20 hours a week, even though many are available and willing to work full-time or take on more shifts. This decision, driven by management, has led to understaffing, overworked employees, and higher turnover rates. The frequent rotations of staff mean many are new or still adjusting, making it hard for the team to provide the level of service customers expect. - that's feedback from the staff Additionally, the pressure on employees to prioritize sales over solving customers' issues is a problem. The staff are genuinely kind and hardworking, but they're often left without the support they need. Managers are frequently unavailable for necessary overrides, causing delays, and employees are left to handle the fallout, which can understandably frustrate both sides. While the service quality has definitely declined, I believe it's due to poor management choices rather than the fault of the individuals working at the branch. They are doing their best with the limited resources and support they have. As a customer, I also hate the long waits and issues like check holds, but I feel it's important to recognize the broader challenges the staff are facing. I hope all these kids find something better than what this place is.