Horrible computer system, horrible management, horrible customer service.
About 15 other individuals and I were unable to board our bus due to an apparent "overbooking." This is ridiculous, especially considering the amount of people displaced. They did not offer a refund, and almost told us that they wouldn't be able to help us in any way. They then said they would bring in a bus specially for us, which would take an hour to get here, but after an hour they announced that the replacement-bus was going to be over another hour late because it was picking up more displaced passengers at a previous stop. As a result, they could not guarantee us seating on the replacement-bus. The employees were rude, and when some customers complained that they didn't know whether they should wait for the replacement bus or drive to the destination themselves (because they didn't know whether they had a guaranteed seat on the bus), they were told by employees to "figure it out" themselves.
I'd like to give a shout out to Ryan who works here. My sister was in an emergency situation and had no where to go. Her bus was to arrive around 5am. But she arrived at their station the night before. When I found out they close at night and re open around 4am... That would of meant my sister being on the street while she waited for her bus. So when I called and explained this to Ryan he told me he would try and get her on the next bus to Baltimore. He even called to keep me posted on the situation. Eventually he helped her get on the shuttle and she was on her way. This guy went above and beyond to help a stranger. Amazing customer service!!!!
Terrible service. Rude drivers.
My experience with the customer service was like checking into a 5 star hotel. I love Frederick Greyhound ❤❤❤❤
I was coming home from Louisiana to Maryland, and I also happened to travel the days that the shooting at the Richmond, Virginia terminal was a crime scene. My ride from Louisiana to Atlanta, Georgia was great, and from Atlanta to Richmond, it was great, up until the bus was packed. I swear it feels like some buses have more room than others. In Richmond, DUE TO THE SHOOTINGS, we had to sit on our bus for an hour after we parked. There was limited space due to the terminal now being a crime scene. They had to use part of the garage as a terminal. Things were behind, around two hours, yet again, due to the shooting only. When we did get on the bus, the bus driver was professional, explaining the situation to new people on the bus, and she made sure we got to where we needed to be as quick and safely as possible.
In the end, the bus never came. We waited three hours for the replacement, only to be told that it was not coming anymore. When one customer demanded a refund, she was rebuked. The employee insisted that this doesn't happen often, but the aforementioned customer said that this has happened to her on three separate occasions. She was then told to leave by the employee or else he would call the police, because she was "calling him a liar."
To summarize: Horrible computer system, rude customer service, no offered refund, no offered information about refunding, no relevant or accurate information about the replacement-bus, and no guaranteed seating.
This is a review for my Greyhound ride in total, bot just this station.
UPDATE: Went back the next day to catch a bus, but my bus was three hours late. Unacceptable.
Yes, I would go with Greyhound again. In the end, I got to where I needed to be, only two hours late.
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