The Post Office isn’t the only place to shop for mailing services. Postal Service customers can purchase products and services at postal stores and other facilities, and on-line at USPS.com. They can also call 1-800-ASK-USPS, to get answers to their questions and address their needs. Some of the more popular customer services options available are:

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•Finding a Zip Code™.
•Shipping products and services.
•Scheduling a pickup.
•Locating a Post Office™.
•Tracking and confirming shipments.
•Changing addresses.
•Getting information on delivery services.

Are www.usps.com and 1-800-ASK-USPS useful, easy-to-use tools for customers? Could improvements make the tools more user-friendly? Let us know what you think of the customer service tools that are available. Are there additional products and/or services you would like to see added to www.usps.com or 1-800-ASK-USPS?

This topic is hosted by the OIG’s Office of Audit Information Technology team.

Comments (122)

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  • anon

    Tracking via shipper's JapanPost # shows my package from Naha, Okinawa arrived at P&DC Honolulu on 10 Nov. @ 0221Hours. Next scan is recorded with the same "Arrival at inward office of exchange" wording, at P&DC Honolulu on 12 Nov.@ 1936hours. Next scan record listing is "Item presented to import Customs" on 12 Nov.@ 1937hours. I paid approximately $90 for express air shipment with less than a week delivery expected. The package was sent on 7 Nov. I hope this package will clear customs and be promptly sent to our PO Box since it is a birthday present.

    Nov 15, 2016
  • anon

    I sent a medium flat rate box on 17 Oct. 2016 through our main post office in panama city florida. The package is address to go to Mountain Home Idaho. It has not arrived in the destination and i have been trying to track it ever since. Our post office said that it has left their facility and it is on its way to a sorting facility. When i asked them which sorting facility they said they do not know because they have a lot. I ask them why they do not know which sorting facility it is going and their reply is because they have many sorting facility and the package has not yet been scan since it has left the panama city post office. I call the mountain home post office and they said the package has not reach their facility. The post office employee in panama city was irritated of the questions i asked. They said i just have to file a claim , provide evidence of the content prices and mail it. This is not the first time my package have been missing, this is the third time. Now i have learned my lesson and i will never never mail a package again through USPS.

    Nov 08, 2016
  • anon

    Sent important letter to Chicago Illinois on 10/8/16. It eas not delivered and upon asking on 10/27/16 they said it could not be delivered due to lack of apt. #, so they returned it to me in Tampa, Florida 33604. as of today 11/8/16, i have not received it. can you please check on this and let me know what can be done. thank you

    Nov 08, 2016
  • anon

    My packages is stuck in customs since 21 Oct 2016 and no one can seem to say why. The packages that was mailed is to my son in the military stationed in Iraq today is 8 November 2016 and still in customs and as always no has an explanation. I understand that the Postal Service has many issues but lets be realistic 3 week in customs. If there is a problem with the packages or the Postal Service dose not ship to our HEROES just let me know. Also there should be a better way to contact the Post Master General as a citizen of the United States of America apparently that does not matter as well. More overly I paid for a service and you have not meet your responsibility. If you cannot or will not mail packages to our soldiers in Iraq I can find a different mode of delivery maybe through the military system. My son name is also Rodney Smith II, SSG US Army

    Nov 08, 2016
  • anon

    My local PO is doing a good job and that's what I said on the survey. Apparently others are NOT doing their job. I have mailed several things to my children that live 105 miles away. If I mail on Wednesday delivery isn't until SATURDAY!!!!!! that is ridiculous!!!!! For some idiotic reason packages go from Wellington tx to Amarillo Texas to DALLAS TX to Oklahoma City then to Clinton ok. For a small package I pay upwards if $8.00 and this is the service I get????!!!!! It would take less than 3 hours round trip to deliver it myself. But it takes you 72HOURS!!!!!!

    Oct 29, 2016
  • anon

    10/24 I sent priority pkg to Hondo, TX with 3 items. 1 item was missing, a wood pen I made.

    Oct 24, 2016
  • anon

    It is impossible to contact a post office by phone. Phones either don't get answered or if you are lucky enough to get a supervisor's recording they will NOT return your phone calls, even if you leave 2 pleading messages 4 hrs apart. I am visiting in Texas & stuck here due to medical condition. I am unable to simply visit my local post office in Grand Junction, CO. I called the 800-ASK-USPS last night to try & get help. I spent 47 minutes on hold before I got to talk to someone! They could not help instead giving me the phone # for my local p.o. And NO ANSWER or return call from the messages I was finally able to leave. This is UNACCEPTABLE for a government service. No wonder they're losing customers. I tried emailing their customer service but my problem did not fit into the options given so would not have gotten to right person. Give me a break Postmaster General...you should have to do better than this. So I'm pretty much out of luck. Because I have one of the "lazy" delivery neighborhood bank of boxes I have no way to get someone to pick my mail up. Because I cannot contact local post office in person or by phone, I have NO WAY to extend my Mail Hold. This service is not available online. Thanks a lot USPS. I doubt I'll get a response to this complaint either.

    Oct 21, 2016
  • anon

    I have a registered package coming in from over seas. On 10/19/16 the package was in my area (Spring, TX 77389) and as of today the is no delivery status and I still don't have my package. I can't get a live person on the phone to discuss. Very frustrating.

    Oct 21, 2016
  • anon

    Absolutely not, they are the opposite of consumer friendly. It seems the phone system and website were designed to be purposefully tedious and unhelpful so that consumers will simply give up on the USPS answering any questions or resolving any issues. Phone System When the automated voice lists the package option it says to say package if you want to track the package, report a delayed or lost package or reschedule delivery. However, after selecting package it only offers options for tracking a package or rescheduling delivery - it provides no help with a lost or delayed package. Also, it says the user can say "main menu" at any time but does not mention you can say "operator" to speak with a human representative. I only knew that was an option because I read it on a non-USPS site. Website The website is designed so that the user has to go through significant navigation through multiple pages to receive any useful information. Contact details and forms for filing complaints or reporting missing mail are very difficult to find. There is also nowhere on the site that I can find to input a case number to see if ther are any updates. It is also very frustrating when the manager at my local post office, the USPS employee manning the @USPShelp Twitter and the employee I speak to on the 1800 number all tell me different and conflicting information about my missing parcels. I'm not even going to get into how unacceptable it is for items to go 5-7 days without being scanned for an update.

    Oct 20, 2016
  • anon

    This mailing service is an absolute disgrace. After my husband was given someone else package because the representative was busy texting on her phone I called to speak with a manager and to me disbelief the manager was extremely unprofessional and rude. I told her what happened and that my husband saw the rep texting and she started yelling at me telling me my husband is a liar. I immediately wrote a complaint and was sent an email stating that someone would get back to me in 2 to 4 business days. It has been 5 weeks and no response. What kind of company is this? I would expect a lot more from such a huge mailing service. I will NEVER use USPS EVER again after this. As a business owner I would never want my customers to go through what I went through. I demand a response from this pitiful company I will be writing complaints all over the web and I will seek to reach out to the corporate office as well since clearly people are not doing their job. Incompetent individuals its so ridiculous they need to provide better training and better screening before hiring bums from the street who can't do their job properly.

    Oct 12, 2016
  • anon

    I have had a package sitting at Chicago Metro for 3 days.It hasn't moved at all.It came into there fine.It went through the Metro hub but sits at the Chicago metro.What in gods name is going on?

    Oct 09, 2016
  • anon

    After 5 days you can call the 1800 number and file an inquiry. Each time I've called and filed an inquiry my package's location has magically been updated within 2 days. It's either sitting around the facility or it's been in transit and the employees handing it have failed to scan it, which has also happened to me. I've had a package scanned as arrived at a facility in northern CA on Oct 14 expected delivery Oct 17. I received no updates after the arrived and filed an inquiry on Oct 19 and then Oct 20 it was magically updated as arrived at a facility near me in TX.

    Oct 20, 2016
  • anon

    I have the same thing going on!!! My package showed up in Brooklyn at the post office on October 8, 16 at 12:45pm and it is now October 11, 16 at 10:15pm and no package!!!!! There are several post offices in Brooklyn it does not even list which one!!! This is not the first time I have had an issue either! I live in Brooklyn not around the world! Where is my package!!!!

    Oct 11, 2016
  • anon

    Tried to submit a complaint about hold mail service not being honored. There was no submit or continue button!!!! Mail was to be held 9/28-10/6--it was not !! Mail accumulated-photos got wet! What a mess! Please advise

    Oct 06, 2016
  • anon

    sent 6 boxes all the exact same to the same location from the 66608 store on the same day. 4 arrived with 1 damaged beyond repair. filed a claim. The last two boxes arrived beyond repair two days later and they had taken a different route. I filed the next two claims. 3 claims same exact product, value, shipping cost. I bought insurance on all 6. The first claim was approved without the $75 shipping refunded. the next 2 were denied from not enough information. headache on my end. you need proof of shipping.... really you cant pull up my purchase there with the transaction#, NO mail it in that takes more time. Meanwhile I will get bad reviews from my customer on this end and hurt my business. These were Vintage, Not made anymore, no replacement can be made. If I get an email from the "inspector general" (like that's going to happen) I will still not do business there anyway.

    Oct 05, 2016
  • anon

    I'm been waiting for my return package for 3 months and haven't still received it. The local post office says they lost or send back. They escalated my case 20 times. no results.. no the worst service ..the no worst courier

    Oct 03, 2016
  • anon

    I think it is offensive that you send a love package to an active duty member overseas and customs will hold that longer than a week. Respectful people working for the well-being of the Nation and they can't even get their gifts of gratitude on a timely manner. SHAME ON YOU USPS/CUSTOMS service.

    Oct 03, 2016
  • anon

    I went into post office to change my email notification for my po box over a month ago. Never received an email. Tried to call many times but they have their phone set to fax. Filled out form TWO TIMES for USPS to email me about the problem and they NEVER RESPONDED. No follow-up. Called and it said 30 minutes wait so hung up. Terrible service.

    Oct 02, 2016
  • anon

    Hello, I lost my tracking number and now the bass guitar I sold online can not be found. This is causing me to be out 300+ and have no bass. They buyer refuses to take any action such as file a claim. I have a lot of info about my purchase. The only thing I do not have is my tracking number. The package was sent from Santa Fe, NM to Columbus, OH. I just need to prove that I paid for shipping to Columbus Ohio. I have spent several hours on the phone and I have went into my local post office. I was told by a postal employee as well as the post master in Santa Fe that they could provide me with proof of me shipping to this address. After driving all the way to the facility and standing in line I was told that with the new system there was nothing they could do. Can someone please help me. I was going to use the money to pay for college text books. Thanks, Zac Gosteli

    Oct 01, 2016
  • anon

    i've called toll free number repeatedly but was not permitted to speak to anyone

    Sep 28, 2016
  • anon

    My pkg has been stuck at the chic hub for 2weeks. No one can find. Have called numerous times. Is there a phone number for that chic hub. Tracking has not moved since 9/11/16. Important pkg insured

    Sep 25, 2016
  • anon

    Could there be anything more frustrating than the the USPS website and phone tree? I received an empty mailing envelope that should have held a book--the envelope was opened and the book missing. The sender paid $7.97 to mail this book, and believed it would be delivered if he paid that sum. I tried to report this on the USPS website; after filling out the lengthy (and poorly constructed) form, I got an error message that advised me to try again later. Not wanting to spend another 10-15 min. reinventing that wheel, I tried the customer service phone number. I selected the menu item "Package" as it purportedly included damaged deliveries. However, once you've selected "package", the only options are "tracking", "redelivery" and "case"--nothing about receiving a damaged package. Nicely done, USPS--way to make sure that you limit the complaints you receive! So in answer to, "Let us know what you think of the customer service tools that are available," my response is I think they are brilliantly designed if your goal is to be as unhelpful as possible. How about giving us the option of sending an email without going through the website since the website email has apparently not been working for at least 2 weeks? (I see a complaint similar to mine from 9/7--maybe there are more further back but I can't spend all afternoon on this site.)

    Sep 23, 2016
  • anon

    I had a package coming from Canada that arrived at ISC New York 27 days ago. The last update says "Processed Through Facility ISC New York." I've contacted various people in USPS, and I've been told either that they can't locate it or that it's in customs. I've contacted customs 4x, and each time, they've insisted they never received the package. At this point, the only thing left for me to think is that my package was stolen. It's unfortunate that the item type and value have to be declared on international packages because it makes some of them easy targets for postal workers with sticky fingers.

    Sep 21, 2016
  • anon

    how did you contact customs? can I have their number? we have a package, same story, sitting in ISC NY since July 1, started in inquiry in Turkey from origin but they said USA did not respond for 30 days. it has hand knit baby clothes for my daughter and she is growing like crazy!! I'm so upset!! Why can't we call someone at ISC??

    Sep 30, 2016
  • anon

    I have to say, you people who complaint about the time/inconvenience/rudeness of the postal service are the whiniest bunch of entitled American brats I have even heard of. Every year our postal service is forced to do more with less, but the job still gets done. You get your mail and letters, you pay very little compared to other delivery services, and still you complain. Why don't you show some gratitude for the thousands of people who work overtime and weekends to ensure delivery of your letters and parcels and be glad you live in a country that makes it happen? If you don't like when or where your mail is delivered, get off your rear and deal with it.

    Sep 18, 2016
  • anon

    Wanting better service out of an organizaton that is supposed to serve is not asking that much. You expect service at a mcdonald's so why not the USPS? Your comment is full of inaccuracies, by the way. First of all, the job does NOT always still get done - if it did, there would be no cause for concern. Secondly, it is not true that we pay very little compared to other services. If it were true, UPS, Fedex, etc. would be out of business and heavy shippers like Amazon would use USPS exclusively - which they do not. The fact that letter carriers and the like must work overtime and weekends at times means nothing. They get paid extra for that. What about doctors, accountants, restaurant workers, teachers, and other professionals? They also work long hours. Not just postal workers. We expect them to do a good job. Why not the USPS? You also suggest that we are lucky to live in a country with mail delivery? Hate to break it to you, but other countries have mail service - often better than what we have. Your final remark makes no sense. "get off your rear and deal with it?" I would suggest that is exactly what folks on this page are doing. That fact that you or someone you know has a job from which one cannot get fired does not make the problem go away. Your post was essentially useless.

    Oct 09, 2016
  • anon

    I am extremely infuriated. For two days my package has been tendered from DHL to USPS and they STILL haven't received the item. I called to try to see why and the excuse was because 'it's a book so it takes longer'. No, i was told it would be here yesterday and it is still sitting in the same facility and neither DHL or USPS knows where it is at. The latest it is supposed to be here is the 19th, but of course since it is the weekend i highly doubt I will get it by then. It was important that i was to receive it no later than then because it is for my boyfriend's birthday and i rarely get to see him! Also meaning hw may not get his present due to the lack of effort by this mailing company. I am not using usps for shipping packages anymore. I've had nothing but problems. I will be using UPS from now on.

    Sep 17, 2016
  • anon

    I don't know who decides the zip code areas for delivery, but where I live it doesn't make sense. I just move to 8811 Weld County Road 106 in Colorado. The nearest town to me that makes deliveries in my area is Wellington, CO. They deliver to Weld County Road 17 on the west side. Because I live on the east side of WCR 17, enough though you can only get to WCR 106 by WCR 17, my address has been put in the zip code of Carr, CO who doesn't come close to delivering in my area. Carr is 30 minutes away on country roads, Wellington is 5 minutes away on a main road. Where does this makes sense? I now have to have a PO box and go out of my way to get my mail. WCR 106 is a dead end road east of WCR 17. Why can't Wellington, CO post office deliver my mail? They are the only post office that comes close to my address. There are 6 houses on WCR 106 east of WCR 17 with two more houses to be built in the next year. We would all like to have mailed delivered and not have to go out of our way to a PO Box. What needs to been done to correct this?

    Sep 15, 2016
  • anon

    International EMS package since September 2, 2016 stating, "In bound customs." Till today September 14, 2016, having the same status! This is a complete nightmare!

    Sep 14, 2016
  • anon

    The customer service is a joke I call to try and figure out why my package hasn't been delivered never get a real person, so I try the online email form and it won't even submit my email. This is why I do very little business with the usps!

    Sep 07, 2016
  • anon

    The USPS online help system is a POS! It is obviously set up specifically NOT to help someone contact USPS to fix a problem. Even though I changed my address months ago, the online Click-N-Ship system has been printing the wrong return address (my old address) on any labels I purchase and I cannot fix it. My user profile shows the correct address and I have tried to removed my old one from the system a number of times. Yet it STILL keeps being printed on my labels. There is absolutely no help on the USPS website, nor is there a way to contact a human being to resolve the issue. This is the WORST customer service I can imagine.

    Aug 30, 2016
  • anon

    THERE IS NO WAY TO CONTACT MY POST MASTER. NONE OF THE PHONE NUMBERS WORK. WHEN YOU GO TO THE MAIN POST OFFICE, THEY SAY YOU CAN ONLY CONTACT THROUGH ONE OF THE NONWORKING PHONE NUMBERS. THIS IS UNACCEPTABLE. I HAVE CONTACTED OTHER POSTMASTERS WITH ONE PHONE CALL BUT CANNOT CONTACT MY OWN. WHO IS RUNNING THIS DISASTER???????

    Aug 29, 2016
  • anon

    Our mail in 76132 has not been delivered until 5:00-7:00 pm...the last three Mondays no mail at all. Neighbors are thinking it's being stolen since its not delivered! This has been since August 1st, 2016. What is going on? Never see the same postal driver...if any at all. Where is our mail?

    Aug 29, 2016
  • anon

    www.postalexperience.com/pos not working. went to local USPS branch--actually had positive experience--and person at counter said "please take the survey at the bottom of your receipt." I tried to do so--seriously, the folks at the branch did a good job--but I cannot tell USPS HQ about it because the survey site is not working. Nuts!

    Aug 26, 2016
  • anon

    Terrible, Terrrible service. 2 times in the last 2 days after 2 hours on hold for customer service they had NO information on a priority package I sent to California that has not had tracking info added in 4 days. I have NEVER seen anything so bad as the additude that the customer service people have & if this was a compny you would have NO CUSTOMERS

    Aug 24, 2016
  • anon

    There is a mailbox at the corner of Second & Northampton Sts. in Easton PA - just outside of our business. It is a new box having been replaced there within the last year. There are many times when I am unable to put mail into the box because I can see that there is mail stuck in the back & will not let any mail I may put in there fall down into the box. I am afraid to put mail in the box because anyone can easily take it back out. I have seen people pulling at the handle frequently when they are trying to insert mail. They are experiencing the same problem. I don't know if the box is a new design, smaller or what the problem is, but there certainly is one. I appreciate anything you can do to correct this problem. Thank You

    Aug 24, 2016
  • anon

    I keep receiving "auto-reply"'s that my shipments have been received in San Diego when I have not sent anything. This has happened today and also two weeks ago. Any insights as to what is going on?

    Aug 17, 2016
  • anon

    I sent a letter containing a check for bill payment from my rural mailbox to a business at a rural mailbox on our same postal delivery route on August 8, 2016. It still has not arrived 8 days later. This is horrible service! When letters were allowed to be sorted locally, it was received the next day. Why does ALL of our mail need to be transported 3 hours to Wichita to be sorted (and delayed or lost)? Local postal employees are very capable of reading and sorting. It is very expensive and inefficient to transport the mail so far and to experience so many delays that patrons are seeking methods other than USPS to deliver payments in a timely manner. April 5, 2016 I sent a check payment via USPS to my life insurance company that has not yet been received. Please return sorting to the local levels where workers care about doing a good job.

    Aug 17, 2016
  • anon

    Sent a letter from my home mail box to another home mail box on the same rural route on August 8, 2016. It has been 8 days and the letter still has not arrived at my neighbors! When our mail was allowed to be sorted locally, it arrived the next day. Now it takes at least 7 days to get 6 miles! Why does ALL of our mail have to go to Wichita to be sorted (and sometimes lost), when local carriers and postal clerks can read and sort? This seems extremely inefficient and expensive to send everything 3 hours away to be sorted and then taking a week or more to be delivered to its destination. I could walk it to this destination faster. Tell me why I should continue to use the United States Postal Service when this occurs too frequently. A check to my life insurance company that I mailed 5/5/2016 has yet to arrive. Frustrated.

    Aug 17, 2016
  • anon

    My friend sent me a package with priority express international shipping but it stuck at newyork airport for a week and no one help me

    Aug 17, 2016
  • anon

    Today is Tuesday August 16, 2016 I went to my local USPS in RANSOMVILLE NY. Their hours of operation are closed from 12:00 to 1:00 I arrived at 1:47 the doors were locked and lights were off. I rang the bell multiple time and heard people inside but the did not answer. I stayed until 1:05. This has happened all to often, so today I have reached my limit and reporting this abuse. Please, fix this. I will no longer use or support the USPS as are several of my neighbors as they too have shared this same exp. with me. Thank you for all your years of outstanding service in the 1970's. Mrs. Orr

    Aug 16, 2016
  • anon

    I tried submitting my comment by the web form but get the end and there is no "submit" button. We have been experiencing irregular service with our outgoing mail, as in, it gets left behind. We've also noticed USPS has throttled DVD subscriptions. I used to be a USPS advocate, but lately not a fan.

    Aug 06, 2016
  • anon

    this service has really gone down over the years. I went online to change my address. my address has been changed with all my bills yet when I go to input my card info they tell me that my billing address is not correct and the change of address request cannot be processed. umm, hello? I think I know what my address is and just to make sure I double checked the address associated with my card, yep I was right. going along with this I had ordered something online and the post office returned it back to the shipper saying once again the correct address was not on file. yet when I called to find out what was going on with this package, they asked for my address, I gave it to them they said that was the address they had on file... yet I did not receive my package... and to top it all off, I have not received any mail in the last 2 weeks!!!!! this system sucks and needs to be eliminated.

    Aug 03, 2016
  • anon

    it certainly is NOT working. i had to use a google search just to reach THIS page. i wanted to send an email regarding my mail delivery, and the system would not allow it. it is clear the preferred contact method is phone. i have limited phone minutes, and i do not wish to have them eaten up while i press this number, then another and another; nor do i want those minutes taken up with waiting on hold. i tried repeatedly to send an email, but every time i clicked that option, i was taken to the tracking page. when it became clear i could not email usps about anything else(including web or tech support), i filled in the form as if it were a where's my pkg issue, then asked them for the addy. i had to fill in MY contact info twice for that. NO, it is NOT working for me.

    Jul 19, 2016
  • anon

    On 7/11 I sent a package using your priority mail 2 - Day service. The package was delivered on 7/15 Please help me understand how this happened?

    Jul 17, 2016
  • anon

    We shipped a package a month ago using Priority Mail Express Shipping with Money-Back Guarantee. It not only arrived a day late, but the USPS will not issue a refund for the shipping as advertised. They said it was because the label had been scanned. Of course it was scanned when it originally shipped. The customer service at the post office, and via telephone and email has been awful. We won't use this service for overnight shipping again.

    Jul 15, 2016
  • anon

    Hi, i sent a package about 15 days ago from post offic in Columbus, OH, and they gave me a tracking number, but now when I put the tracking number, the website says that the tracking number does not found. Please, can you tell me what I can do because the package is sold for Ebay.

    Jun 14, 2016
  • anon

    A package was sent to me from Canada and she used the wrong zip Code. My zip is 77043 and she uses 73043. Can I call the 73043 post office and see if my package is there?

    Jun 12, 2016
  • anon

    How can a package leave a facility four hours away from you and not appear or updated for three days.

    May 31, 2016
  • anon

    I don't think much of it when I receive someone else's mail in my mailbox. When this happens I will bring it to the apartment it is addressed to. Unfortunately, I have recently had two very important pieces of mail misplaced by my mail carrier. My significant other has been waiting for his work permit, which is $380 to apply for, USCIS has confirmed that it has been delivered but we have not received it!..It has been over a month and now we're going to have to start the entire process again and pay the $380 fee again! Grrrrr We were unable to file our taxes this year because we're still waiting for the work permit. Also, I recently checked my positions on some waitlists I was on for years now and come to find out I have been taken off 1 of them. They said a letter was mailed out that needed my reply by a certain date and since I did not respond I was taken off the list. I waited 4 years for the opportunity and now I'm guessing the letter that never came was put in someone else's mailbox. That's the only reasonable explanation because I am the ONLY one that checks my mailbox and it's a locked mailbox mind you. Who do I talk to about missing/misplaced mail? Seriously.

    Apr 30, 2016

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