The U.S. Postal Service has a wide spectrum of customers, from businesses and organizations to every household in the United States. Balancing the needs of these customers is no small task, yet satisfying them is essential to the Postal Service’s success. With that in mind, the Postal Service has made improving the customer experience one of the key elements of its strategic goals.

For consumers, customer service ranges from wait time in lobbies to letter carrier service to interaction with postal staff at a Post Office. Business mailers might focus on different aspects of customer service, such as delivery performance, interaction with acceptance personnel, or how quickly a service problem is resolved. What customers might not realize is that the Postal Service relies on a number of systems to support customer services and to improve a user’s overall experience. These systems can also reduce manual inputs, increase efficiency, and streamline operations. Often seamless to customers, these sophisticated systems have helped to make mail a reliable method of communications. However, when they go down or work inefficiently, it can lead to negative customer experiences, which might impact future business opportunities.

For example, business mailers use the Facility Access and Shipment Tracking (FAST) system to set up appointments to enter mail at postal facilities. FAST collects and monitors appointment data for the facilities, which improves the efficiency and effectiveness of appointment creation for both customers and Postal Service management. Business mailers also rely on PostalOne!, a suite of web-based business capabilities that allows mailers to integrate their mail planning and production processes with those of the Postal Service for “seamless” and efficient mail induction.

Consumers are more likely to use the Postal Service’s website usps.com to research or access services, such as purchasing postage, looking up ZIP Codes, printing shipping labels, or submitting a change of address form. And although retail customers might not realize it, their customer experience hinges on the Point of Service (POS) Retail system, which automates retail transactions at post offices and other retail counters.

When these systems are working properly, customers may not think about them at all. But if these systems experience an outage, the customer experience could be entirely different. Our office is reviewing these systems as part of an audit and would like to hear from customers. What have your experiences been when using FAST, PostalOne!, usps.com and other types of services? Are they consistently available? Or have you experienced system availability problems?

For business customers, has system availability or slow response times affected your own internal processes, such as transportation schedules or other mail entry issues? For retail customers, have you had problems accessing information or services on usps.com? We also welcome comments of Postal Service employees on their experiences with these applications and the services they support.

While the scope of our audit is limited to systems review, we welcome input on the entire customer experience.

Comments (409)

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  • anon

    I'm reporting the USPS located at 1449 west Ave, Bronx N.Y 10462. I spoke to the supervisor. Very rude with poor customer service. I've been waiting on the phone for 25min just to find out where my package is THAT I PAID FOR. If nothing is done about this i will continue to report this.

    Jan 23, 2017
  • anon

    I have a problem getting my mail. Called the IG today and explained but not sure who would be the correct department to handle it. Situation is that we had no problem for four years getting our rural delivery. Over the holidays asked our neighbor to pick up our mail daily while we were away for little over a week. His box is next to ours in a grouping of three, directly in front of his house. That was no problem. After we returned there was a huge snow storm, about a foot. We have two houses here and a lot of snow to shovel, esp with using a cane. The box at the street was properly cleared right away but not our driveway the next day. Which resulted in the PM stating that our home must be vacant and withheld our mail( they don't use driveway). We contacted them Saturday and they said they would bring the mail back out tues after the long weekend. Tuesday morn the delivery person brought, yes brought us a letter instead of our mail stating that the home must be vacant and we would have to make other arrangements for mail. We called the PM that we would be in that same day to discuss (11 miles). I asked to see the written policy and he never produced it. He stated we must rent a box in our local town or we could put a bucket out for now in front of our other house at the street and they would deliver to it. Yes a temporary bucket in the snow. We have 2 houses a block apart. The one was too close to the post office( 2 houses from it) when we previously inquired about delivery there. So we had only been using the one. Now they refuse to deliver to it because they say we don't live there every day. But it is occupied by us just not everyday. He stated he went around the neighbor hood and asked which one we lived in. This I think would be violating our privacy asking around.... I used to work for census dept and don't think asking around by name is allowed or proper. If it wasn't occupied how did we notice our mail was not delivered promptly? So now remember our mail was being held by the PM till we come in Tue. But that weekend(while on hold) we received mail. Not in our box, it was delivered to our truck seat in our driveway by the carrier. Slipped past their hold at sort. The letter was a prescription and had tracking. When I looked it up it stated it was recorded delivered to our door/porch at 10:30 Sat morning. All this while our mail was being held and at the 2nd house not the one that has a postal box. I also have since reported to regional postal consumer affairs office. I expected a call back or something. Nothing. All I want is my mail delivered to my approved postal box on the regulation post as I have been getting for last four years. I don't want to have to pay for a post office box. I own and occupy the address. Just didn't clear all the snow fast enough on two houses so they assumed one was vacant. No mail was accumulating and it is picked up as often as we can get outside(every other day). I am 100% disabled and didn't get both shoveled right away. It has never been a problem before. He told us that you cant get mail at an address if you don't sleep there every night. So the question is: is this true? Are we being singled out? Is this overstepping by the post master? He said he is the PM and he makes the rules here. Now that I complained will our mail ever be right again? Could it be much worse? Should I worry that someone was just being nice to deliver our mail to our truck seat?(small town, don't want him in trouble) Is this fraud or harassment by the PM? What is this Post Masters power trip? He is new at this. Our mail is still on hold at post office. I should just be able to request it delivered but to whom now? At what point is it beyond a mistake and down right harassment? Which department handles it? It should not have even progressed this far but who can fix this? No one wants to step in and say hey back off and just deliver the mail. If I submit a written official complaint will it just escalate a p... match? Just exactly who does this come under? How do I reach a voice of reason? There have been mail thefts in region but by postal employees. WHERE CAN I GET ANSWERS?

    Jan 21, 2017
  • anon

    PO BOX 522 Morrison Colorado 80465. I went to pick up my mail last Friday a little after 5:00pm, my key did not work, I could see the workers in there, so I rang the bell, an employee came out and told me that they closed my box down, because I was late on my payment. I had no idea my post office box was due, because I never received any notification(s). I went back in the next day, Saturday morning, to find out there is a $20 late fee. I asked to talk to a manager, a lady named Sherry came out, I explained what happened, and asked if they could remove the $20 late fee, due to the fact that as soon as I found out about it, I came to renew it. She said no, and that the slip in the box is a courtesy, and I needed to pay that fee in order to get my mail; Sherry was very rude and walked away before I could finish the conversation. I looked at the male employee, who had been helping me previously, and let him know that I believed that I should receive a free post office box, and if we are doing away with courtesy, I would like a free box. He looked at my lease, and agreed that I should receive a free post office box. It worked great all week. Today, I was contacted by another rude lady named Barb telling me that she closed my post office box. I went in there, and she had a big smile on her face when she came out from the back, and was more than happy to tell me that I'm not eligible for a free box, because they deliver mail to my home address. They DO NOT deliver to my home address. I became angry at this point. She said there was nothing she could do, and that I needed to pay. At that point I walked outside, sat in my car for a minute to cool down. I realized that without paying, I would not receive mail anywhere, and that I was being blackmailed. My need to get my mail is great, so I went back in and paid $88.00 it felt like my mail was being held for ransom, and if I did not pay it, I would not get my mail in the future. On a side note, the ceiling above my post office box has leaked for over 2 years now, no one wants to fix it. Worst experience ever!

    Jan 20, 2017
  • anon

    Worst. Phone system. Ever. When all I want to do is find out where my package is to be picked up (since the note attached to my door didn't say) I could not possibly get beyond the automated system to talk to a real person, and if it doesn't understand you or if none of the available options help there is no option to talk to someone. It just HANGS UP!

    Jan 20, 2017
  • anon

    I have tried all day every few minutes to call 4 different post office. I did not realize they all take their phone off the hooks.

    Jan 19, 2017
  • anon

    USPS employees misread shipping labels and ship packages to Return Addresses rather than the Sending Address. So nothing ever goes to where it needs to be because they get sent back to the sender.

    Jan 19, 2017
  • anon

    I wanted to share my experience at the Post Office in between Ft. Caroline and Mc Cormick Rd. in Jacksonville Fl 32225. I go in the P.O. rarely, because I use UPS almost exclusively. Today, 1-18-17 at 2:00pm I had a package to mail. The P.O. representative was not very friendly to begin with, but when I asked her how the app worked for the P.O. she "I dont know." Explanation over. Nothing else! Next! That's why I use UPS. The days of the U.S. Postal Service are numbered!

    Jan 18, 2017
  • anon

    I have tried to enter a "glowing report" on a recent experience at the Hyannis, MA 02601 Post office - service offered by Clerk 05!! As exceptional as the service was - helpful, efficient, charming, funny, economical, fast delivery - I was unable to go to the web site printed on the receipt or call the phone number on the receipt to give post service comments! Come On!! If you ask for our opinion, the system needs to work as well as the wonderful people you have in the Hyannis, MA Post office. Just sayin.....!

    Jan 17, 2017
  • anon

    In regards to the last post. This is the morrisania location. My zone is 10456. Every time I come here the place is overcrowded and the waits are long. There is no elderly line and they have no where to sit while they wait to be called. This is mental abuse! I'm utterly disgusted with the service here!

    Jan 17, 2017
  • anon

    It is almost 8:30am and yet another day we, the customers are outside waiting to get in. The hours of operation state 8am-5pm. We are outside in the cold waiting. Elderly people are here waiting as well. This is by far one of the worst pos offices in the Bronx.

    Jan 17, 2017
  • anon

    I would like to commend postal worker #07 at the Bartlett PO. She is very good at her job and very friendly. Also our mail man Ron, he goes above and beyond in performing his job. Also I would like to suggest a drive by drop box, like the one in Streamwood. Parking is not the greatest in Bartlett and sometimes inconvenient when all you need to do is mail something,

    Jan 15, 2017
  • anon

    It's going on 7 weeks now and yes I know I could "go pick it up myself" but the point is they should be doing their job. Back in Nov I never got the notice that they tried to deliver my package so when I checked to see where it was I was surprised to know it had been sitting at the office for 5 days already. No biggy I'll set up a re delivery knowing when I would be home to sign for the package that never came.. so I called was put on hold then told they would call back.. which they never did. So I set up another re delivery that never came.. note I had to schedule the re delivery times with my working from home schedule so there were a few days in between which they had time to get the re delivery and to load the truck. Repeat this process a few times... I even talked to my actual mail carrier who said he would set it up for me.. cool. Nothing still. so I called the hotline and asked over the phone to schedule for a Saturday which he did. Got a case number to confirm it.. Today nothing. No mail no delivery. Called the hotline and was informed by the machine that the case number was put in as completed and fixed.... Im going to suck it up and go there in person after the holiday but Im just not sure what else I could have done to ask them to do their job and deliver a single package to my house on days I was home to sign for it. How hard is it the reschedule a delivery that they will actually try and redeliver?!

    Jan 14, 2017
  • anon

    I mailed a package tracking and signature confirmation 2 day priority mail on 1/4/2017 it should have been delivered 1/6/2017 as of this writing 1/13/2017 it still has not been delivered tracking status is no help just says delayed nothing else soi contact post office get an agent they make a claim give me that number said someone would call well that hasn't happened soi call them get a darn recording saying somebody is going to call in mean time have had to refund my customer $350.00 so now im out my product my $350.00 and the money I payed $20.00 for two day shipping USPS is going down hill and they wonder why. It's fedx or ups for me from now on.

    Jan 13, 2017
  • anon

    One week ago, I sent a package containing important documents and a cashiers check from Allenwood, PA, to Hondru Ford in Manheimn, PA. I just called Hondru Ford & spoke with Cheryl. The envelope containing all the paperwork and the cashiers check has not yet arrived. They will not release Washington Township's new truck until they have possession of the check. How can it possibly take more than one (1) week for mail to arrive at its destination, which is only about 3 hours' drive time away from its origination point? Where is the package? This is totally unacceptable! Businesses can no longer function with service of this nature. Next time, I will use UPS.

    Jan 12, 2017
  • anon

    I just had a 45-minute conversation with USPS Customer Service Supervisor Marilyn - which I recorded her stating that if it isn't shipped Priority Mail Express, it isn't guaranteed and the USPS is not responsible for its delivery or on-time delivery, and that's how they get out of every insurance claim!

    Jan 11, 2017
  • anon

    I am EXTREMELY disappointed in the United States Postal Service. I had a package that when I tracked it, said the expected delivery date was December 19th. The last update I received for it was on the 16th of December. My package finally arrived on the 4th of January. I live overseas at the moment and the package was a Christmas gift for my brother. I had to go home before it was delivered so I didn't even get to give it to him. It was coming from Virginia to Illinois. It is RIDICULOUS for it to take that long! Not to mention the fact that I tried calling several times and no one was able to help me. How the hell is that possible? Please explain to me how no one could possibly figure out where the hell my package was? That's what I most upset about. I stressed my entire vacation trying to figure out where the hell the package was and not a single person could give me an answer. Unbelievable.

    Jan 10, 2017
  • anon

    USPS Priority Flat Rate is not reliable - I shipped something Friday, Jan 6 from Tampa, Florida and it's still listed in the tracking as "in transit"! It's only going to Kansas City, Missouri! 4 days for a "priority 1-3 days" and nobody knows where it is. The "Missing Mail" form only ever gives me a "Error: 400 - Bad Request. Please try again in a couple minutes." USPS lost the key to my apartment and it doesn't look like they're trying to do anything about it.

    Jan 10, 2017
  • anon

    Worst Customer Services that I experienced (Destin, FL). Most of the time I get to be at the counter to ship or buy something I'm greeted by the most sour faces you can see. God forbid you have a question - you will not get a friendly answer from most employees at that location. Also they always seem to be closing the doors somewhere 5 minutes before they need to close, and if you end up showing around closing time +/- 1 minute you'll get a shrug and a finger pointing at the watch. Then again you get what you pay for.

    Jan 06, 2017
  • anon

    Horrible service, paid 22.40 2day delivery on the 21st of Dec. it is now 6th of January and it's still not there. In the past I have had a box of expensive bags,and clothes lost in transit, from NY to Texas. I say they were stolen. call it what you want, never did I get my belongings, or compensated. I CALL THAT THEFT! !

    Jan 06, 2017
  • anon

    I just went to the USPS in bessemer al and they were the most helpful and polite USPS I have ever dealt with. I was having issues getting a package together and they went above and beyond helping.

    Jan 06, 2017
  • anon

    The gentleman who helped me Daniel was one of the best customer service representatives if not the best. He went above and beyond in helping me. I hung up on accident and couldn't do the survey. But if I could have I would say thank you and he was amazing! Shelly Stirland

    Jan 06, 2017
  • anon

    I placed a order at James Avery at Sugarland in which my order hasn't arrived and IIts been more than 5 days .I called the store and the last that picked up told me they messed up the zip code ,but that UPS should figure it out .I need to find out what happen to my order.

    Jan 05, 2017
  • anon

    I am beyond frustrated with the USPS. I will never use them again - period. I ordered an item from the UK which I needed to return. I paid $25 for priority mailing for it to arrive (almost to the date) one MONTH later. Then the company shipped my new package on 12/13/16. It has still not arrived and was sent flat rate mailing 3-7 DAYS. This is ridiculous and no one at the post office is helpful in anyway. I have filed claims, missing mail reports, called 3 times with hold times of minimum 45 minutes each time only to have the customer service agent get an attitude with me. I am only posting on this forum to vent some of my frustration and let others in the same boat know that they are not the only ones being screwed. I seriously doubt anyone will do ANYTHING about this and I will eventually receive my package (who knows when) but the fact that people simply have to accept this and put up with the USPS' incompetence is ludicrous.

    Jan 05, 2017
  • anon

    I have purchases shipped Priority mail very frequently (nearly every week). This is supposed to be 2-3 days for delivery. Nearly always takes longer than 3 days. I live in a major metro area. One package I had shipped priority mail recently took nearly TWO WEEKS to show up. No one to talk or complain to, no good answers. Don't worry, UPS and Fedex and whatever giant shipping division Amazon is building will eventually put USPS out of business. Only thing USPS does well is put junk mail in my box I don't want!

    Jan 05, 2017
  • anon

    I was promised 1-3 day delivery on a package I didn't get the package on time and it's useless now lost my time and money it took usps 8 days to deliver something first class mail. Never again will I use usps. I don't understand why you take a test to work for the postal service if the only requirements neede are to be lazy and plain STUPID!!!!

    Dec 31, 2016
  • anon

    I am a veteran and law abiding citizen I sold something I owned personally and wanted to purchase 2100 dollars in money orders to Mobil deposit in my USAA bank account via Mobil deposit as USAA does not have branches and my work deposit are direct deposit. Federal law says any transaction from 3-10,000 in one day requires form to be filled out well I had 2100 and the clerk who had an attitude asked me to fill out form I refused in walked out with my money I don't need to disclose my personal info to the post office for the few times a year I might need a money order within legal daily limits never was asked to fill out that form in my life. Postal clerks do not make federal law, my next step is to email the postmaster general of whoms email I have the post office was 53186 clerk had blonde hair and glasses no name tag oh and every time I have been in there had an attitude.

    Dec 30, 2016
  • anon

    as usual when dealing with the government I could not get any thing I needed done. I wanted to track a letter I mailed on 123/22/16 and it was not found If there were another way to mail letters I would. I never get answers when I try to track things Why

    Dec 28, 2016
  • anon

    Is anyone even looking at these comments and taking some actions? I have lost two packages and tried submitting missing mail form on usps site which never worked for me. It's a long hold on the customer phone service. I am thinking of asking amazon sellers to not use usps in the future when sending me my shipments. Frustrating...

    Dec 28, 2016
  • anon

    Usps lost my package and just resolve everything with an apologize. I try to communicate with costumer service and wait in the line for more than hour and the employee just passed the call to the automatic system again. I made the same and the second employee make the same thing. I need an answer. Please I lost money on my package. How payed for that?

    Dec 28, 2016
  • anon

    Returned something that my fiance' had ordered. The front desk employee tried to charge me $3.50 for a roll of packing tape because the shipping label wasn't already attached. I found that pretty annoying; not only that she tried charging me for essentially a slip of tape, but in the condescending manner that she said, "It's $3.50 a roll." You want to know why you're losing to Fedex and UPS? There's one reason.

    Dec 28, 2016
  • anon

    I am on hold right now to try to track a package that shows in Chicago for several weeks now. My estimated hold time...59 minutes! I'm sure someone thinks this is acceptible, but we all know the USPS is no where to go for customer service.

    Dec 27, 2016
  • anon

    tried to call local post office near 80230; no answer, just rings. The USPS customer service at that post office sucks!!

    Dec 27, 2016
  • anon

    Do not publish delivery dates that you cannot meet. A priority package was mailed to me before the priority mailing deadline. It was suppose to here yesterday, the 23rd. I have just been notified it will arrive on the 27th. I have watched my package sit for two days in Chicago. Yesterday it sat all day in West Palm. It was delivered to my area today around 10 am, yet it will not be delivered. I paid extra for priority based on the recommendation that you published. There was no bad weather delays. Two larger packages were mailed through UPS on the same day (20) and went by truck. They went from a similar address as the priority. Both arrived yesterday, the 23rd. Lesson learned: don't use USPS1

    Dec 24, 2016
  • anon

    I mailed 4 priority boxes from L.A. to different addresses in New York and all 4 were delivered in 2 days. I was worried when I mailed them because this is the heaviest time of the year for the post office. Kudos to USPS for getting my presents on time !!! Amazing.

    Dec 23, 2016
  • anon

    i know this complaint will go unacknowledged because the post office has no regard for humanity, but the spring cypress branch in cypress texas has the worst most incompetent people working there. my problem is way too long to explain but for the love of God re train these people and have them learn a LITTLE customer service. Teach them what a package interception is so they dont tell me they have any idea what that is and have my package (which had already arrived late) sit for another day because i was told it wasnt there yet

    Dec 23, 2016
  • anon

    I shipped Christmas gifts to my friend and her children. Tracking had it marked as undeliverable, even though it was verified that the address was correct. I called the 800 number last night and spoke with a representative named Roy. He was very helpful and was able to schedule a pick up for her. Needless to say, Roy saved Christmas for those kids. Thank you, Roy.

    Dec 23, 2016
  • anon

    I mailed 2 packages on Dec. 1st. One to Columbia, Tn that looks like it may have been delivered today and the other to Cleveland Hts., Ohio. They both kept looping between Memphis and Jacksonville for the Tn., pkg and Warrendale, Pa or Bethel Park, Pa for the Cleveland Hts. Pkg. After 5 trips, several phone calls a case number set up and an E-mail report for each, our daughter has still not received her pkg in Cleveland Hts. and your automated system says it has been resolved. I cannot get through to anyone and when I filed a complaint, it says the website is having trouble so it did not go in but I suspect it is on purpose since no one wants to deal with the inept issues of the PO. The people at the PO who said they would call me at 34119 did not and when I called them back, they took my name and number and said the person would call me that was supposed to but did not. When I called the local 34119 PO it rang and rang then finally the phone was lifted and put back down to end the call. POOR CUSTOMER SERVICE!!! Today, when I went into the PO, they had a picture of our daughter's package and I was not happy that the person seemed to blame me because I had an all in one label with From and To. The label clearly says from me and to my daughter. He said it looks like the tracking number is torn off. Like I did that? I am guessing one of two things happened. Going back and forth on the conveyor belt ripped it or they ripped it off on purpose so the person who won't read labels where it needs to go will read it. I noted that lately when I went to the tracking site, it was saying not found and this is probably why that said it. The tracking number is 9114 9012 3080 3797 2375 05, The case number that says it is resolved even though she doesn't have her pkg and our PO was not sure where it was is: CA 131 184 985. We see something on the copy of the package they gave us that says Pittsburgh so we are not sure if it is there now but the tracking the PO sent out only says departed Warrendale at 6:12 AM today. It is hard to believe that it had just arrived there at 6:04 AM. One of the other PO people earlier on said they felt the tracking number was put on the left side and it picked up my preprinted label and from what it looks like on the copy, that could be it. The tracking number was put on top on the left. My shipping label was an all in one label with from on the top and to on the bottom but completely legible. I think many of the Postal employees do not read the labels. I was told that the pkgs were flagged in Jacksonville but when they went back to the next stop, these people sent them back to Jacksonville. When an inquiry and E-mails from the local PO has been sent, someone should be able to retrieve the pkg. Also, we had a pkg that was due on Tuesday but I got an alert that an attempt was made to deliver the pkg at 8:24 PM Monday night. We were home, garage door open with 2 cars in the garage. No one came to the door. The reason I know that is we have Ring doorbell and it rings even if you don't ring the doorbell. There was no paper left to sign so I went to the website and said I would pick it up the next day and got a confirmation for that. The next day, I heard the PO truck at around 9 and it usually doesn't come until the afternoon and they put the book in the mailbox. Also, I had called Amazon to ask if they required a signature for this package and they said no. The mail person was delivering packages that had a notice the night before that they tried to deliver so that was a blatent lie about attempting to deliver. This is dishonest and not good. I am hoping my daughter’s package to Cleveland Heights makes it. Please help. It was a Christmas gift for our granddaughter. Sincerely, Robin Wagar

    Dec 22, 2016
  • anon

    I just tried to leave a complaint on the USPS site and when I clicked on submit I got a message that it wasn't accepted and to try again later. A complete waste of my time. My complaint involves misdelivered mail. I am continually getting neighbors mail and they get mine. I recently used vacation hold and there were six letters for other people. I reported this to my local post office but the issue continues. Please contact me for more details.

    Dec 21, 2016
  • anon

    I ordered a book off Amazon and selected my free two day shipping. the package was shipped on the 18th and should have been delivered on the 20th. It was NOT. I got a notice by email saying that they had attempted to deliver my package but were unable to deliver it. The email said that I needed info from a Delivery Attempt Notice slip that was on my door. Lets be clear, there was not slip because there was no attempted delivery. We were home ALL DAY and did receive three other packages from Amazon that same day. When I contacted Amazon to confirm that there was no special requirements like a signature that would make the package deliverable they said nothing special was needed. They also informed me that their info from the post office showed that the post office decided not to deliver the package because it was after 8pm and to late for deliveries. If this was the case then the post office should not have told me that there was a slip. The post office should also automatically deliver the package the next day rather than having the customer go all around the website attempting to find the package or request a second delivery. I understand that the holiday season is insane for USPS and if they would have just delivered it a day late I would not be angry. I do not think that calling something a failed delivery attempt and making the customer fix the problem is acceptable. Please make it so that this does not happen again.

    Dec 21, 2016
  • anon

    Why was a package shipped to me from Arkansas to Bell Gardens, CA (100 miles from my home) then shipped to Maryland where it has sat for the past three days? Why was I not called back when I was told that customer service would return my call in 51 minutes? Why was I on hold the second time for over 30 minutes and when someone answered the phone I heard her say "I have to go to the bathroom." The phone went dead after that. Will anyone answer now - I have been on hold for 56:50 minutes. I just want to know why my package is touring the country.

    Dec 20, 2016
  • anon

    Fantastic service at the Charlottesville VA post office. I wanted to send a $10 starbuck's travel mug on 17Dec to arrive before Christmas and was told $10 for packing and $40 for shipping (VA to WA) at the UPS store in Gainesville, VA. Ridiculous. Instead I went to the Charlottesville USPS on Monday, 19Dec and because I was using their priority flat rate box (free), I was pulled out of the line (yes their long lines can be daunting) and checked in and charged using their hand-held device in 5 minutes! They even used the post office packing tape (free) to seal the box. Total cost to me $13.45 for a flat rate medium box guaranteed to arrive in 2 days. Compare this to $50 at UPS - hands down no question.

    Dec 20, 2016
  • anon

    I am utterly astounded at the incompetence of the USPS. Instead of leaving a package like the UPS does, they make you go down to the local office and wait in a line for an hour. I ordered something from Amazon, and the carrier said they tried me in my apartment (I was here) and left a pickup slip. It was somehow ineligible for rescheduling. I went to the office and stood in line for ONE HOUR, and the line DID NOT MOVE. I left. my package is still there. You guys are just the worst.

    Dec 20, 2016
  • anon

    Not the first time! The company I sent an invoice to moved literally around the corner from their old location. You know it's the same mail carrier that delivers this! INSTEAD the invoice get returned to us TWO WEEKS LATER!!! Would it be so hard for them just to deliver the stupid envelope, or at least return it QUICKLY?? You want to know why the USPS is losing business?

    Dec 16, 2016
  • anon

    My mother who is 77 and suffers from Masuclar Degeneration of her eyes and can't open her PO Box was told by the postmaster that she can't hand her the mail out of her PO Box unless she pays a handling fee of a $1,000. My Mom has paid for this same PO Box in Genesee Depot WI for over 50 years and now is told the Postmaster can't give her the mail out of her PO Box.? What kind of operation is this? I'm contacting the ADA to see if this is legal. Shame on this Post office for abusing my mother who has a hard time seeing an can't open her Box.

    Dec 15, 2016
  • anon

    The Farmington Hills Post Office NEVER answers their phone. They have marked an Amazon package delivered when it was not. I was home at the time marked and there are several other things on my porch that would have been stolen if the package was stolen. I receive multiple packages every week and they have never been stolen. This is not customer service. There is no way for me to resolve my issue. My taxes pay for this service, and I should be able to get customer service when the service provided is not acceptable. Also, when I called the 800 number, the wait time was almost an hour. UNACCEPTABLE. Please start running this service as you would expect any other business to run. Thank you and Happy Holidays.

    Dec 14, 2016
  • anon

    I had the same experience in Austin, TX. They will not answer the phone! Finally a counter person explained that they are NOT ALLOWED to aswer the phone! Apparently only a "manager" is ALLOWED to anser the phone. The "manager" is "out" most of the day so they let the phone ring. I've also had the "delivered" but NOT delivered thing happen. It seems that the postman will scan packages as delivered AS THEY LOAD their truck. Then if they forget to deliver or they mis-deliver it looks like they did their job. Sometimes the "delivered" package is still on the truck at the end of their shift, so you may get it the next day....if they feel like it.

    Dec 27, 2016
  • anon

    @Heather -- I have had the same experience many times with the Farmington Hills Post Office. A package is marked as delivered by Amazon, yet no delivery attempt was made by the post office. I have called Amazon at least twice to inquire about the delivery since I had not package despite Amazon showing it had been tracked as delivered. Both times the Amazon customer service representative advised me that sometimes the post office will scan items as delivered to meet certain internal Post Office delivery metrics/quotas, even though the package was not actually delivered and no delivery attempt was made. I do not know if that's true, but it makes sense to me. How can it conduct business like this?!! And you are so correct about the Farmington Hills Post Office never answering the phone. I have tried to call several times over the past month, and each time the phone disconnects after I listen to the pre-recorded message. The pre-recorded message says it's transferring my call to an attendant, and after it rings several times, I always get a disconnected signal. I saw many, many similar complaints about this identical issue on Google reviews and Yelp. It is a serious problem that the PHONE IS NOT BEING ANSWERED at this branch. \

    Dec 16, 2016
  • anon

    I'm so sorry about your package mam, I don't work for the post office but I do know for a FACT that your taxes don't pay for their services.

    Dec 15, 2016
  • anon

    I experienced very rude behavior from a postal worker in Avery, Ca. I complained to the Post Master, who wrote a lovely letter of apology. It was very little satisfaction because the tone of the letter blamed the circumstances and not the horrible attitude of that employee. I suspect the employee was not disciplined for such outrageousness. I can not believe a person with such an incredibly poor attitude would be allowed to answer the phone or have any contact what so ever with the public. I am just disgusted.

    Dec 13, 2016
  • anon

    Horrible customer service at the US Post office at 1130 Creekside Way Naples, FL 34108! I called to see if a package was being delivered to My address today since I did not receive any notification since 5 AM about it arriving. I called just to see if they could tell me if it would be delivered. They refused to take my tracking number and just kept telling me that if it arrived this morning then it would be deliberated. No insight or compassion about urgency of this package. Her name was Miranda and it was the worst customer service experience I've had ever from any where!

    Dec 13, 2016

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