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 (256)

  • anon

    My comment question is who designs the stamps? I would like to see baby animals on some stamps. You can make just cute ones once in a while., they don't have to honor someone ALL the time, or flowers. Let's get some fun going on. Thank you

    Feb 09, 2018
  • anon

    Can you please investigate the Atlanta Distribution Center (or as it's better known- the Bermuda Triangle)? My priority mail is fast until it reaches this center and then it is delayed for a ridiculous amount of time.

    Feb 07, 2018
  • anon

    The system is set up to make complaining impossible. On Sun I received a package that was jammed into my mailbox so tightly I had to use a crow bar to remove the package. Mon I went to my local post office, zip 55304 postal annex on Bluebird, to complain. This is the 3-4 time I have done this over several years. The woman I spoke to said the package was not suppose to be placed in mailbox for Sunday delivery. I asked her about my prior complaints and was told they don’t keep a record! If I want documentation I have to file complaint on line. I have spent over 2 hours trying to do so. I fill out the form and never get a send option. One web site said if problem update computer operating system which I did. USPS email form still doesn’t give me a send option. Resorted to phone, got message that wait time is 3+ hours, called again because that couldn’t be right, get same message. Phone menu is like being in purgatory, if you don’t fall neatly in their catalog end up in an endless loop. How does one make a complaint?

    Feb 06, 2018
  • anon

    Just waited 2 HOURS so a representative could take 2 minutes to NOT answer my question. All they did was write down my question and tell me I will be contacted within 72 hours ????

    Feb 03, 2018
  • anon

    The robotic menu options at Customer Service are maddening. They are inflexible and give NO option for tracking Certified Mail. Inasmuch as Certified Mail is commonly used for the genuine practice of important business in the US, it follows that intelligent help in tracking a certified piece of mail would be one of the options at Customer Service. USPS should look into getting Ruby Receptionist or go back to using REAL PEOPLE to answer the phones. However, they should not be unionized, lazy government workers. They should be sharp, hardworking people, who genuinely want to help people with questions. The irony of my having to click on a button that says that I AM NOT A ROBOT is apparently lost on the USPS!!!!

    Jan 23, 2018
  • anon

    I have been waiting for my priority mail over 5 days after it was claimed to be "out for delivery". I am continuously finding it impossible to get into contact with anyone who can help with this. I drove to the local post office only to be told that my package was out for dilvery, did they steal or lose my mail? What further action should I take? My mail included money orders and was insured will they pay for the amout stolen?

    Jan 17, 2018
  • anon

    For over an hour, I've tried calling Arden Way Post office, main Sacramento branch post office and the main office of postal service back east and trying to e-mail to no avail. YOU CANNOT REACH ANYONE TO TALK TO OR E-MAIL TO. My complaint is, and it was nearly impossible to try and find a post office parking space and then so much traffic to try and get back to the post office, etc. But the outside stamped mail drop-off box was so crammed full up to the top and I had inserted my bills/mail in that, which I'M SURE HAVE ALL BEEN STOLEN FROM SOMEONE REACHING IN AND TAKING THEM AND ALL OTHER/TONS OF LETTERS/MAIL OUT. WHY HASN'T THE POST OFFICE EMPTIED THAT BOX. Has our mail been stolen now? I CANNOT GET HOLD OF ANYONE. MUST HAVE TRIED CALLING THAT BRANCH ON ARDEN WAY FOR 20 TIMES, MAIN POST OFFICE, COUPLE, NO ANSWER. CAN'T DO THEIR E-MAIL, WON'T WORK. WHAT'S GOING ON???

    Jan 16, 2018
  • anon

    Been dealing with the same crappy service from the same crappy delivery lady who refuses to leave her vehicle to deliver packages. She's rude, and lazy, and always has an excuse or something passively aggressive to say when we do make contact with her. I have packages delivered by Amazon, Fed Ex, and UPS all the time, right to the door, no problem... anytime a package is delivered by USPS i have to have it redelivered, or pick it up from the office myself. She refuses to leave the vehicle to deliver, and i've got tons of Ring Video to prove it... about to make a compilation video to prove her laziness... I just want my packages delivered... I've had nothing but problems with USPS since i moved to Tampa. The lady was on vacation and i got mail for 2 weeks no problem, now it's hit or miss with packages being left at all.... wish they'd put someone else on my route who has a good work ethic.

    Jan 12, 2018
  • anon

    I mailed a package priority mail, got a tracking number and have been following it progress or lack of. The tracking info says "ALERT" and it hasn't changed since Dec 29,2017. I can't get anyone from the PO to help me. The phone calls do the same thing I do. I filled out the contact information form on-line but the screen just sits there and there is no way to SEND. How do I resolve this problem. Thank you.

    Jan 10, 2018
  • anon

    Sad to hear the same stories of what happened to me. Mailed a package to daughter in Boston during storm and said it was delivered and it was not. Have no idea where it is. There is no way it was delivered during the snowstorm. The streets were not even able to be driven on. How do you find a package that says it was delivered anyway. What a joke. Learned a very hard lesson. Do not ever mail a package USPS. Government at its best. Looking forward to day its shut down for good.

    Jan 09, 2018
  • anon

    Hey USPS, your customer service is really the worst I ever been to deal with. Please contact me by email or call me, I want to speak to someone to understand what's going on with my shipment! Thanks

    Jan 09, 2018
  • anon

    Called to check on a address change said wait time is up to 19 minutes been on hold for 46 minutes and nothing.

    Dec 27, 2017
  • anon

    you got to be kidding. call it customer no service instead. awaiting delivery from amazon. tracking lookup said delivery was attempted - doubt since delivery location was open with several employees - delivery person apparently never showed up. called the 800 number to reschedule - what a royal joke. first comment asked about did i want to hear privacy policy - no i just want my package. voice recognition software sucks. placed on hold for over 90 minutes. like a said, what a joke USPS is. no wonder fedex and ups are around. ken

    Dec 18, 2017
  • anon

    I'm amazed at how little the USPS even cares about making money. The USPS.com store never works. I spent days last week trying to order shipping products online, since I'm going to be shipping out a lot of items, and the store was extremely slow.. like, took 3 minutes to just put a box in my cart kind of slow. Then if you tried to check out, it just failed altogether. I tried the online chat to see when it would work, and it was obviously someone reading from a playbook because they said to clear my cache and restart. First off, that has nothing to do with the problem. Secondly, they couldn't even go to the site on their own to see what was happening, rather than supplying a completely useless response? This is why people despise customer service. So, I sent an email. Never received a response, even though the site promises a response within 1 day. But no big deal, today I check the site and things are a lot faster. I can add items to my cart! But I go to check out.. and it goes to a blank, dead page. Absolutely cannot place an order. I can't believe that the USPS won't even maintain their site, a source of EASY REVENUE. Obviously, someone in IT investigated the issue and fixed the lag time.. but just didn't bother to test an entire purchase.

    Dec 17, 2017
  • anon

    They never answer the customer service phone. My packages say delivered and neither of them are here.

    Dec 16, 2017
  • anon

    I find USPS to be useless due to their lack of responsibility. Packages go missing, items are broken and USPS never pays the insurance. I always go to UPS or FEDEX for important stuff. No wonder USPS is underused . . .

    Dec 12, 2017
  • anon

    Everyday there is an issue. From ringing my bell 50 times (I’m on the second floor) to not ringing and leaving a notice. You tell us to call, leave reports yet NOTHING is done. The qualifications to become a delivery man are so extensive yet your workers are trash. Your company, private or not is trash. You never deliver anything on time, you waste my time at the postal office talking to morons and you steal our money. Why do my packages go from “not available to track” to “delivered”. Last year I had the WORST SERVICE IN HISTORY. My package went missing for THREE WEEKS and magically “ended” up at the post office when I saw the truck every day. Mailman is skipping DAYS for delivery. Why does anyone bother? FedEx is a thousand times better.

    Dec 11, 2017
  • anon

    Customer service is lacking at the very least. USPS just doesn't care. No private entity would survive with the type of concern that they exhibit. You pay extra for priority mail but the service is no better tHan other services. No refund if it fails to get delivered! Where is the incentive to deliver the package on time. If you are unable to provide the service then stop selling it. Especially over holidays! I shipped a package from Hudson FL to Louisville KY on Dec 4. It arrived in Louisville on Dec 6 but did not get to the addressee. I still shows in louisville on 12-11 but still not delivered. Inquiry to the Hudson returned the answer that it was out for delivery on Saturday (12-9). This was a incorrect statement given to pacify myself I can safely assume. In a subsequent visit I spoke to another person in the Hudson office in which the first person denied her statement!! Then provided info about how many packages they deliver and an extra five days for a priority delivery was pretty good service for the time period. Amazing the fact that you still charge a premium for tge service! You definately over sell you abilities. I have called numbers to no avail. One even said there was a wait time of from 2hrs 9 minutes to 2hrs 12 minutes. Not something a private business wold be able to get away with! What surprises me is the lack of concern of the situation and the inability of anyone to do anything about it. It contains Christmas gifts for my daughter and Grandaughter. I must wait for 30 days to file an insurance claim but I must re-purchase the items now and ship a more reputable carrier for about the same price and a guaranteed service to make sure it gets there. I will only send non urgent and non important communications via USPS from now on.

    Dec 11, 2017
  • anon

    Your customer service is the WORST in the entire service, retail, heck pick an industry you lead the pack in terrible service now. In the last 3 years NOT ONE of the packages I paid for 2 day delivery got there in 2 days. The majority took 5-7 days. In fact as a test several times I have shipped identical packages of the same items one at the normal rate and the other at 2 day and in EVERY EXAMPLE the normal rate beat the 2 day package by 1-3 days, EVERY TIME!!! YET YOU CHARGE EXTRA FOR THIS. Currently a 2 day and insuranced package I sent 5 days ago still has not reached it's destination of one state away. It has however gone all over my state back and forth, actually arrived in a regional center of the state it was being delivered to and was then send out to Atlanta were it's been sitting for the last 2 days claiming it will be delivered by 8pm yesterday (12/7/2017). The number your web site gives to contact USPS works except when keyed by the automated system to say "package" if you are inquiring about a lost package - then there is no option for inquiring about a lost package? The menu repeat over and over never giving any information or anyway to find out information or log a complaint. Even the link on your website that specifically is highlighted to report customer service errors has an error when you click the link it says "page not found". When one is prompted to file a complaint for a lost item you make matters even worse claiming one needs their receipt for the item (check), the receipt from the post office, the actual one you were given at the time of shipping, (check), the address of where it was going to (check), a picture of the actual item front back etc.. (check) and last a picture of the box as it was labeled and shipped when it arrived at the post office can't check it's f'ing lost you aholes, nobody said anything about taking pictures of a frickin box (this isn't over) (what the f'iity f???) and you wonder why people HATE HATE HATE the post office? I will NEVER NEVER EVER TRUST THE USPS EVER AGAIN to do their job honestly and correctly. How's that for some feedback!

    Dec 08, 2017
  • anon

    I had an insured Priority mail package sent on 11/29. It is 12/8 and i have filed a missing mail inquiry 3 days ago after it said that it had been in transit for 6 days straight and was guaranteed to arrive in 2 days. Other than the automated response email to the lost package, there has been no communication updates. I tried calling today, but there is a 90-120 minute wait according to the recorded voice. I doubt that it is accurate and have no time to sit on hold for hours Poor, poor, poor.

    Dec 08, 2017
  • anon

    I made a mistake entering the address for a package and it's in limbo. I can't speak to a real person at the customer care center because the phone tree is nothing but pre-recorded messages. The local post office in Monroe, Ohio refuses to answer their phone. At this moment the phone has been ringing for 20 minutes. No lie. USPS is useless. Government at it's best.

    Dec 06, 2017
  • anon

    Why does anyone bother with USPS? I used to spend over $250 a week on shipping items via USPS until I noticed they can’t keep they’re scheduled delivery date or packages go missing with no help from them. Have been calling since last Monday (11/20) with no answer. I opened a case the same day and no one has reached me back. What bothers me the most is Opa Locka Distribution center..... it’s a hell hole where packages go missing everyday. I’ve put several complaints with no help in sight. Spend the extra $1, use another company and save yourself the headache. How is this company still running???

    Nov 28, 2017
  • anon

    Hi, I own a PO Box at the Battle Creek Michigan post office. Just picked up mail and again have six pieces of mail for the post office number next to mine. I am concerned that my mail is going into someone else's box how does this happen? And such a consistent basis. Is there any way you can help relieve my concerns? Thank you

    Nov 27, 2017
  • anon

    I have been on hold for three hours. The "hold time" was reported to me to be "eleven to twenty minutes" when I called.

    Nov 21, 2017
  • anon

    Why doesn't my local post office ever answer their phone?

    Nov 20, 2017
  • anon

    After filling out form to create an account, and place an order, I did not proceed with my order because the credit card was requested before I was given any details as to when my order would arrive. Even though I'm not in a rush I wanted to know when to expect my items and if I wasn't going to receive them early enough I would go and purchase them in the store. Then I tried to submit an email about the situation, and there was no sub mitt button once I spent the time to formulate the email. It was then that I went and found this procedure to advise you of this situation. I think the customer should know prior to paying when their items will arrive and hopefully that will be fixed in the future. The small details are reasons for people shying away from either using the Postal Service or using the online ordering. Very disappointing.

    Nov 17, 2017
  • anon

    I want the post office to deliver my packages to my home. They leave me call tags and i have to take a 30 minute round trip and go to the post office and pick them up myself. I pay just like everybody else to get mail delivery to my home. Its only been a problem the last two yrs since we got a new carrier and the post office doesnt care because Ive complained about it at least 20 times now.

    Nov 17, 2017
  • anon

    has anyone from the usps actually say through the toll free auto attendant that they have? it's the most soul sucking, suicidal process i've ever endured. after 1 HOUR trying to get my problem resolved I gave up. They REALLY dont want you to get help from a real person. worst service ever.

    Nov 17, 2017
  • anon

    I had a CERTIFIED package sent to me on 1November 2017, with an expected delivery date of 4 November 2017. The tracking shows it arrived in Vegas, and departed Vegas on 5 November 2017 and “on it’s way” to my location 150 miles south. The tracking has shown that statement every day, and still no package. What good is paying for CERTIFIED mail if it just magically disappears between here and Vegas? How can you lose a package when there is no stops between here and Vegas? Or perhaps it never left Vegas and someone scans the label as they off with my goods? I will never trust USPS again. Terrible service and untrustworthy employees.

    Nov 09, 2017
  • anon

    I am under impression that OIG Blog Moderator is a robot. The same senseless recommendations to everybody, regardless of nature of the complaint. It is very sad and disappointing that USPS became the most unreliable service in USA.

    Oct 27, 2017
  • anon

    Hello, and thanks for reaching out to the USPS OIG. We appreciate your comment on this blog. We read through all messages, though in cases like customer service, most issues should be followed up with the postal service either by calling its customer service line or filing an online complaint.

    Oct 30, 2017
  • anon

    I never ever get to the customer service by phone. and also I never got email answer back. Do they exist? only number? i have trouble with my account long enough. Do they want to do online really or just pretending?

    Oct 26, 2017
  • anon

    Post office customer service opens at 8 am. I call at 8 am sharp and it's an you hold??? How? You just opened and already backed up. Obviously need 1000 more people in customer service

    Oct 24, 2017
  • anon

    I have to call USPS customer service at least once a month. How is it possibly acceptable to always have 40 to 90 minute hold times? Whenever I'm calling, I'm calling to get answers to problems they created. It's really starting to feel like USPS is slipping into 3rd world territory with their customer service. No where else in our country are these types of hold times tolerated (unless the government is involved). After dozens of calls, I've never waited under 30 minutes to get a human on the phone. And they're usually non-sympathetic and borderline hostile if you come off as understandably frustrated. It's like USPS is begging FedEx to just take over everything for them, because I'm one step from sending all several thousand packages I ship yearly through them and dropping you guys if this continues.

    Oct 21, 2017
  • anon

    Your 1800 number is an absolute nightmare. It is near impossible to get past your extremely annoying automated system and if one does manage its been a 50 minute wait time (which isn't accurate anyway) I never received a package that the tracking number says I did. The field office in Wilkesbarre, PA DOESN'T ANSWER THE PHONE OR RETURN CALLS. I can't believe the USPS isn't yet fully bankrupt, as it should be.

    Oct 20, 2017
  • anon

    I paid for a 6 month PO box in Redding California. I started the service on September 15 and to date the ONLY mail I receive is from someone else, NEVER my own mail after one month. I have talked to the post office employees in Redding and they will do nothing to help me. To date I have never seen my OWN mail in my name in my PO Box. I want my money back, I want an immediate refund of my $111.00. The US Postal Service did not abide by the contract I signed to have a PO Box. I have never received any mail in my name in that PO Box.....!!!! I want my money back. Enough said. what can you so to help me? Paul Husten

    Oct 18, 2017
  • anon

    I am so disgusted with your customer service. It is ridiculous to have to wait 40 minutes to speak with someone. I can't believe the queue is so long because who has time to wait that long? For sure, only those who are desperate for help. The on line sign in process is impossible - each time it won't accept what worked for me in the past. Changing one's sign in name or password is a nightmare. You get a temporary password in your email and then it doesn't work in the sign in procedure. And if the hold time isn't bad enough the music played while waiting is LOUD and terrible! The only reason I persist is because I want to click and ship and seems one has to have a user name and PW that works to access that service.

    Oct 17, 2017
  • anon

    I am finding it extremely difficult to have a chance to use our local post office. My employment takes me out of town during the work week and the post office is closed when I leave in the morning and again when I get home. At the present time hours are 9-12:30 M_F and Saturday it is open 9:30 to 12:00. According to reports it is a viable post office as far as revenue is concerned. Please respond.

    Oct 17, 2017
  • anon

    Hello, Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day post office issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on their website.

    Oct 17, 2017
  • anon

    mailed food package to Vega Alta Pr. on Oct. 3, 2017 to my granddaughter and family. After the first day recording said and is still saying package is delayed and on it way to destination. Who is in charge of Postal delivery in Puerta Rico? This zip code 00692 is not on the list of unable to process or receive mail. I would think that being a federal agency even during weather events that as a federal agency operations would be secure. Who and where are these packages being stored? Puerta Rico needs to be investigated as to why the backlog and lack of information to all of us who have trusted our packages would be late, but now have no information on where they are currently or delivery date. Thank you sue p

    Oct 11, 2017
  • anon

    Hello, Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on their website. For updates on delivery in Puerto Rico, please check the USPS website in the newsroom section. The "Local News" section has a special link for up to date information on mail delivery in Puerto Rico.

    Oct 11, 2017
  • anon

    I am not sure how all of this is supposed to work. I have lived in my residence for 4 years plus a few months. Since I got here I have received mail that was not mine. I have called and even reported this. A person used my address for voter registration, houseing authority applications, banking, as well as the most recent social security for self and for another individual. I called all of these places and nothing appears to have been done. I do not stand outside every day to pick up my mail. Many times if it is raining I may not pick it up until late or even the next day I have found others mainly children in my box. I can not prove that anyone has taken anything out of my box. It would stand to reason that a person does Not give such mail to the wrong address if there is not a way to collect it. I do not understand why this mail is not picked out before, since I have requested that only my sons amd my name be delivered. Now as of 5 days ago I was online looking for you when I came across a site that appeared to be one of yours. In it was a request for electronicly checking mail so one could check what mail would be in box. It sounded like a perfect way to correct my problems. They asked for my email address and street address, with zip code, name... I went to my email to check on this service. It reviewed my zip to insure I was within its covage area. There were no emails. At this point I am not even secure in that this is you.

    Oct 09, 2017
  • anon

    Hello Cheryl, The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on their website.

    Oct 10, 2017
  • anon

    I have been waiting for my first class package since oct 2nd it is the ending of the 5th of October and it has been in transit to my destination for over 32 hours now!! How can I get a hold of someone worth talking to at usps?

    Oct 06, 2017
  • anon

    Please correct the county on your website for 337 Pollock Rd Kenly NC 27542 and 339 Pollock Rd Kenly NC 27542 to show they are in the county of Johnston. Your website has Wilson. This has caused us major problems with our insurance company telling us they were removing us from our insurance plan because we were not in the correct county. They use your website to look up address and with incorrect information you have called us to go through HELL to get this corrected with the insurance co. We will go through this every year if you do not get your system corrected. Thank You

    Oct 01, 2017
  • anon

    horrible customer service. They never call back but gives you an option for a call back. I literally cant get intouch with anybody at my local office or the customer service department. I am not sure why UPS thinks people have all day to wait to speak with them because I cant working 10 hour shifts.

    Sep 28, 2017
  • anon

    Very poor customer service. 40 min plus anytime I try to call. Can NEVER reach my local post office. The phone number listed says mailbox is full call back later. I cannot get my package out of the neighborhood mail wall because the key the mail carrier left me does not work. Cannot reach anyone to get assistance.

    Sep 26, 2017
  • anon

    usps tracking needs a serious makeover. Having an important package being shipped to me USPS makes me cringe. Trying to find when that package will be delivered is next to impossible. Please take notes of how UPS and FedEx tracking works. The comment "status unavailable " is not acceptable. If the package was issued a tracking number, it should be tracked. If it is being tracked a location should be available.

    Sep 20, 2017
  • anon

    Please investigate the AUGUSTA GEORGIA mail distribution center. They've "lost" so many if our packages, which inevitably show up weeks or a month later, obviously having been opened and sometimes with items missing. All other mail movement is normal and it is always Augusta where mail is held up. Please help.

    Sep 10, 2017
  • anon

    I agree! Over half of my package deliveries will show up after the expected arrival date. Often the tracking will show that they reach Augusta on or before the arrival date, but will not be delivered until days after. Said packages are torn open. Not just scuffed up, but torn open. One time I came home to an open box with all of the contents spilled out across my porch! This is the Columbia County side, but I've experienced these issues in Richmond County as well. Please investigate!

    Dec 03, 2017

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