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 (150)

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  • anon

    i have 142.46 dollars in merchandise sitting at a post office in midwest city oklahoma. why wont they deliver my packages? they deliver my letters but not the packages. i believe my packages wont be delivered because i live in an apartment. if i lived in a house the packages would be delivered. i dont want my packages delivered to the office because that is the wrong address. i want to know why usps is telling me they wont deliver to me when i paid the shipping and handling!

    Feb 19, 2017
  • anon

    I am trying to call various post offices to set up an appointment to finalize my passport. However, I called several of them at different times and no one picks up the phone. How else can I set up an appointment?

    Feb 13, 2017
  • anon

    Shipping international with the ISC facilities is absolutely soul crushing. That is where my package is now and has been for some time. After reading multiple yelp reviews, 95% of the unfortunate folks who have had packages go through these facilities have had wholly negative experiences. The worst part is that there is no one to contact with whom you could rectify the situation. It seems that you just have to accept the fact that your package will just sit there for 45+ days, if it even reaches you at all. These facilities need to be totally overhauled or shut down altogether. No shipping experience should be this horrible. Period.

    Feb 13, 2017
  • anon

    We have been trying to reach customer service at USPS since yesterday, we have called 3x and the wait times are between 50 min and 1h07 minutes which is completely unreasonable to expect anyone to stay on hold for that amount of time. We have tried to send an email via smartphone and after filling out all the information, once you reach the last page to submit, you cannot scroll down to review information and submit. This is the same on the iPad. We are very concerned because we noticed our mail came in already opened. One letter containing very personal and confidential information was completely opened. We are trying to file a complaint with USPS but there is no way to contact them or even or local post office.

    Feb 10, 2017
  • anon

    hate it

    Jan 31, 2017
  • anon

    I was home all day, but they didn't bother to ring my doorbell and instead left a sorry we missed you paper with what appears to be a tracking number except the tracking number doesn't read as one in your system. I tried calling for help, but the automated system is by far the worst I've ever had the displeasure of using. It frequently misunderstands anything you are saying, hangs up on you for not understanding, and by the time you could actually get through that mess of menus the wait time is close to an hour. Which is after about 20 minutes of constantly calling back to get through the automated system. The email system doesn't work either. When I try to send an email and it's about a tracking number if I use the tracking number I was given it doesn't work and then I get an error that says the email is down and I can't use the form. I tried going in person, but my local post office was literally torn down last here and another one on the complete other side of town so far away it's literally a different town prefix was new but then I found out it wasn't the newest that there is another corner of town that has it and when I got there a minute before they closed they had already locked the doors. Overall, a really bad experience with no means of resolution.

    Jan 20, 2017
  • anon

    I have had so many issues with deliveries using usps that i now cringe everytime i have a package coming via usps. Even now currently I have a package coming from UK , it got through customs with no issues and it arrived at the distribution facility by my house then went in limbo and not updating and no one at USPS can tell me what is going on with it. They now referred me to the the only guy at that facility according to them that can find my package and he keeps telling me "hopefully it will turn up soon , just keep checking for a scan". I rarely ever get issues like this using DHL, UPS, or Fedex. It is really frustrating !!

    Jan 20, 2017
  • anon

    I've been trying to track a package that was shipped to me via USPS from the UK in November. Since Jan 8, the tracking says it's "being processed" in Chicago. I've called Customer Service for help and the stupid IVR can't seem to recognize the difference between an F and an S, or a G and an E, or a B and a D. So now I'm on hold for OVER AN HOUR to talk to a representative. This is crazy. All I want to know is where exactly my package is and when I can expect it to be delivered?!

    Jan 17, 2017
  • anon

    My husband and I have been trying for 3 months to get the Biddeford Maine post office to get our passports done. Jeanne is always the person doing it when we go. For whatever reason she turns us away every time. She never has time to do it. We could be 10 am or 9 am. Today was she has no photo paper if we could make it back by 11 if she's not too busy she would do it. We got back at 10:30 and we were a few back in the line and she still sent us away after we went to get pics done at rite aid. She's always angry and yelling and rude as possible. We cannot take a trip without these and cannot plan one due to her inability to do her job. We never make it to the front of the line. It's frustrating to depend on her attitude. I have not left New England in my 49 years and it would be nice to do something. I can't plan my work vacation time because I can't get this done. How ridiculous to have to deal with her. Please help. She's aweful at her job every time I have been there for anything. Lousy customer service attitude.

    Jan 14, 2017
  • anon

    When will the postal service start working again. It snowed and they have not sent any mail for 3 days. Also it wasn't even that bad. I'm just a bit frustrated because I've been waiting 2 and a half weeks for my package. If this doesn't work I will give up on it and try to get a refund, because this is ridiculous.

    Jan 14, 2017
  • anon

    Trying to schedule a pickup and website keeps returning "internal server error". This service is not working so how do I schedule a pickup now?

    Jan 12, 2017
  • anon

    The system is terrible and frustrating. I have a missing package and cannot reach anyone to follow up on it. The tracking system insists that the package was delivered to me (nope), and fighting my way through the labyrinthine phone system to finally be connected to a representative rather than another automated system only gets me "unfortunately, our office is currently closed" + immediately disconnected call. Note: this happens no matter what time of day I call, including well within the listed hours of operation. I also submitted an inquiry via email through the online form, and unsurprisingly have not heard back for days. At a loss for what to do.

    Jan 11, 2017
  • anon

    Their need to be a direct email address for usps without going through website. The web site says my email address is invalid which it obviously is not. Therefore not allowing me to send any emails through the my usps site.also on mobile some or most of The pull down answers such as what type of product are you shipping will not pull down mobile.

    Jan 08, 2017
  • anon

    Lost mail, no mail, complain at post office, they blamed pontiac post office. Tried to email, the site dosnt work. Enter every thing, hit submit, nothing. Mail delivered at 9:50PM. Overtime really. Unbelievable

    Jan 07, 2017
  • anon

    I need to speak to someone about a damaged pkg. I've filed a claim but need some clairefication on a letter I've received. My local post has given me bad info. I've called the phone number 1-800-275-8777 for several days at different times during the day and keep getting the recording that "the office is closed" and nothing further. I'd like to get this situation done and over with. PLEASE help!

    Jan 06, 2017
  • anon

    This is really frustrating :( I sent a package internationally to Malaysia, to someone special as a gift. The last update is that it got processed through Facility ISC New York (USPS) on Dec 22, 2016. It has been like that for 11 days already, when I check the tracking on the Malaysia POS it says that it's on its way, it says "Departed US on Dec 22, 2016 at 11:28 PM" But they're saying that it is still sitting in ISC New York. It's priority mail, it should of have arrived days ago already :( What should I do?

    Jan 01, 2017
  • anon

    Getting nowhere! You won't answer phones,you won't reply to E-mail,no one will help find my Xmas package! What do I do??? Even tried calling last place that had pkg,they won't answer phone,do frustrated and discusted!

    Dec 31, 2016
  • anon

    We try to make a claim for the insurance that we took out on the package package arrived damaged pieces broken and we can't get through to nobody to get it taken care of very frustrated

    Dec 29, 2016
  • anon

    Package has been delayed ...exception... delayed for 10 days. If there was a problem why aren't we notified so we can work to resolve it...return it?...it is a Christmas gift no chance to get it there on time. Also I have been on hold for 40 mins.

    Dec 21, 2016
  • anon

    Why is my package delayed? If there was a problem why didn't I get notified so I can fix it...it won't make it by Christmas now. The other two packages arrived 2 days ago... How do I found out what is up with my package?

    Dec 21, 2016
  • anon

    I've ordered 11 items this December that are shipped through USPS. 4 reached me with no problem. All the others have been a debacle. Curreblt 2 packages seem to have fallen off the face of the Earth. Another made it halfway across the country then was suddenly put into 'dead mail' promptly upon reaching the facility in Denver this afternoon. 1 made it to my town's local sorting facility, then was sent back to Denver for some strange reason, then was sent back to my town's sorting facility yet again, and finally arrived today. I could go on to explain what happened with each package, but you get the idea....USPS is like a 3 ring Cirque du Freak.

    Dec 18, 2016
  • anon

    Local postal service (38483) doesn't even attempt to deliver packages. They just leave a card for me to pick them up. They must send failed delivery notices to Amazon before the carrier even leaves the office. I get notices from Amazon that delivery has failed HOURS before si get the card to pick up the packages. I have to drive THIRTY MILES to get these packages. Everyone else is also having to puck up their packages & there is only ever ONE sloooooow person at the counter. The other day, I was second in line & it still took me over an hour to get my packages because the counter was helping some woman who was mailing a garbage bag full of tiny little packages. On top of the hour & a half wait & the 30 mile drive, the woman with the garbage bag full of packages was hacking with the flu, announcing loudly to everyone in the tiny confined space we were in that she had been sick with some mystery flu for three months. I am immune compromised & now I'm sick too. I have more undelivered packages today (7) so I guess I'll go to the post office & spread this mystery flu epidemic to the whole area. All because it is inconvenient for my mail carrier to do her job. By the way, she has TOLD us that she doesn't like delivering packages in the cold & also in the heat. It must be nice to have a job with the federal government that doesn't require you to work unless you want to. This is RIDICULOUS! No wonder Amazon wants to gandle their own shipping!

    Dec 15, 2016
  • anon

    Very inconvenient to have address book service unavailable during holiday shipping time. Please fix ASAP.

    Dec 11, 2016
  • anon

    I ordered a poster scroll from China through eBay on October 23 to give as a Christmas gift, and it arrived November 8, 2016 at the sorting center in Chicago. So far it has been sitting there for 31 days without being shipped out. Calling them about a week ago did no good at all, in fact the guy on the phone asked me jokingly if there were drugs inside the package. Are you kidding?? Terrible customer service. And I can't get a refund from the seller because they had shipped it and tracked it to customs. Too much time has passed for PayPal to give me a refund either. I know it's the holiday season but 31 days is a bit much.

    Dec 10, 2016
  • anon

    Was this resolved? My very important mail is there since December 12. They dont even bother to pick up the phone! I've been calling them non stop, for days.

    Dec 24, 2016
  • anon

    The people who works inside the distribution center likes to steal check from people especially when it come to the holiday season. It's driving me crazy for each time I have to go through this. Just because they don't have money it doesn't mean they have to steal others. They don't think that if they get caught they can go to jail for this and they just don't care

    Dec 08, 2016
  • anon

    I am extremely frustrated by the fact that I can not reach a real person on the phone. I shipped a Priority Mail package to my daughter in Wisconsin, due to arrive on 12/2; it did not. After checking the tracking I see that it went to Austin, TX and then to Billings, MO. It is this type of service that has put Trump next in line for the White House, I blame you.

    Dec 06, 2016
  • anon

    How can a package leave a facility four hours away from you and not received till estimated delivery date

    Dec 05, 2016
  • 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

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