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 (159)

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  • anon

    The employees at this site are incredibly rude and demeaning. They have snide comments about the amount of packages We have delivered at the post office. If I could find any other way around having to use them I would. They have in my opinion tampered with the mail sending important documents back to sender and have in doing so caused my family much headache and heartache. When they delivered mail out to our place much of the mail would be strung across the country side. The driver is reckless and will run you right off the dirt road My mothers deceased husbands ex wife's friend works there and I believe she has tampered with it to benefit the ex wife. We have all our important documents now delivered to a family member in the next town. These ladies are rude and Vandictive. I was told by the post master there was nothing he could do about it as it would be impossible to prove. Still I can't believe they are not trained in customer service and seem to have a spoiled brat unchecked system there. Most other bigger town post offices I have had no problem. This place is the worst. I know nothing will happen with this comment but at least it's out there.

    May 23, 2016
  • anon

    I had a very horrid experience at a local post office recently that left me shaken. I have a PO box at the Noroton Heights Post Office in Darien CT, and have done so for 8 years. I work at a local family club and have the box for incoming forms for a camp that I run. I renew the box every year around January early February. I renewed this year February 18th. Recently I received an email from a parent stating the mail she sent in had been returned and then another email and so on. I went into the Post office and asked if they knew what had happened. The gentleman, John, told me he closed it, I asked why as I had paid to which he began his rant how it wasn't his fault. He checked the computer and he found I had paid. He then began to yell at me saying he didn't do it and no one told him I had paid so he closed it. I asked why he didn't check the computer just to make sure to which he got very angry and stormed around finally picking up a pair of scissors and as he showed them to me stomped over to the box and angrily cut away the paper covering my box. I asked him not to be so rude that all he had to say was 'sorry, I'll open it right away not sure how it happened etc' I would have been annoyed but would have got on with my day, instead he left me shaking that it was my fault he closed it. I left saying he was quite rude. I went out and had to take a few minutes to calm myself. Not once did I raise my voice or speak rudely to him, I was brought up to respect everyone no matter what your job is. He works generally alone there and I have always been respectful but I feel he needs to have someone explain to him some customer service. I thank you for your time. Sarah Grant Ludwig

    May 22, 2016
  • anon

    I had a very horrid experience at a local post office recently that left me shaken. I have a PO box at the Noroton Heights Post Office in Darien CT, and have done so for 8 years. I work at a local family club and have the box for incoming forms for a camp that I run. I renew the box every year around January early February. I renewed this year February 18th. Recently I received an email from a parent stating the mail she sent in had been returned and then another email and so on. I went into the Post office and asked if they knew what had happened. The gentleman, John, told me he closed it, I asked why as I had paid to which he began his rant how it wasn't his fault. He checked the computer and he found I had paid. He then began to yell at me saying he didn't do it and no one told him I had paid so he closed it. I asked why he didn't check the computer just to make sure to which he got very angry and stormed around finally picking up a pair of scissors and as he showed them to me stomped over to the box and angrily cut away the paper covering my box. I asked him not to be so rude that all he had to say was 'sorry, I'll open it right away not sure how it happened etc' I would have been annoyed but would have got on with my day, instead he left me shaking that it was my fault he closed it. I left saying he was quite rude. I went out and had to take a few minutes to calm myself. Not once did I raise my voice or speak rudely to him, I was brought up to respect everyone no matter what your job is. He works generally alone there and I have always been respectful but I feel he needs to have someone explain to him some customer service. I thank you for your time. Sarah Grant Ludwig

    May 22, 2016
  • anon

    Horrible experience!!! The USPS delivery man just left and I am still in shock of how RUDE and INSULTING this experience was. My boyfriend ordered a golf club that was meant to be delivered 4 days ago, USPS somehow misplaced the order and then said it would be delivered today. I was at home with my dog and waited patiently for the package, I went to the back bathroom and heard my dog started barking crazy, so I walked to the window and saw the man standing outside by our porch filling out paperwork, he was writing on a paper and scanning something so I did not open the door because I had to put my dog away first. When she was away from the door I opened it (mind you maybe 3 minutes had passed as I waited for him to finish writing whatever he was writing) I saw him starting to walk away as soon as I opened the door. I said excuse me three times having to follow him barefooted before he stopped (he was pretending he didn't hear me) as soon as I walked up to him he told me to try not to be so IGNORANT next time and stand by the window!! My face dropped and I explained I couldn't open the door because my dog was right by it and she might run at him, I said I had to put her away he answered WHATEVER and told me in a very rude manner that I had to go get and sign the pink paper he had dropped at the door, he was holding on to the package very tightly so I went to grab it so I could put it in my house, I was reaching for it and this guy literally wrapped around it and started yelling YOU ARE NOT ALLOWED TO TOUCH THIS, THIS IS NOT YOUR PROPERTY YET. I was so taken aback and then he yelled you need that pink paper signed, so I asked will you at least wait, I just did as I was told because I wanted the situation to be OVER. When I grabbed the paper, I walked to the car and asked if he had a pen, he said under his breath yes and then handed me the machine that he actually needed me to sign!!! This WHOLE time he could have just pulled up the machine and asked me to sign and just handed over the golf club! Instead he tells me AGAIN to stop being IGNORANT, I said I didn't hear you knock and he answers back again THEN WHY WAS THE DOG BARKING, I explained that she sits by the window and when someone comes close to our home she barks, he then had the nerve to say YEA RIGHT. I just grabbed the golf club and left. HORRIBLE EXPERIENCE!!!! HORRIBLE EMPLOYEES. He has no right to take an item we paid for from me and make a situation extremely uncomfortable because he felt I was ignoring the door.

    May 20, 2016
  • anon

    USPS has been getting a lot of packages from Amazon and now my JET.com order. My order says delivered but was never received. This is the third time in 2 months. It usually shows up the next day but when your site indicates a package has been delivered when it has not, the fabrication creates a significant problem. I'm running around my property wondering where they dropped it. I have to report the package as missing and file a report with the company and USPS. I just called JET.com and they indicated they are having problems with USPS tracking saying delivered when it's not. Amazon has indicated the same issue. What's going on?

    May 19, 2016
  • anon

    I have to pay cm,red just to make sure my rent gets from Fort Worth, tx to Lubbock, tx with a two week time frame. I still have a letter w a check in it I had to cancel because it didn't get there YET. Wait time in lobby is always a 35-45 minute wait. I still haven't Rex's green card back from last cm,rrr. Yes, I did ck online to make sure letter was delivered, but that is what I paid extra for for the cm,rrr.

    May 18, 2016
  • anon

    Sent a priority package with legal documents said was undeliverable and no one can track the package for me. What's the sense of a tracking number? States could take two weeks to come back? Shouldn't it come back in the same amount of time it went out. No one can help me

    May 18, 2016
  • anon

    The dismantling of the USPS is nearly complete. Remember when it was a trusted and reliable service? If you're under 50, you might. Even 25 years ago the service was still reliable and efficient. It's puzzling. Is it a purposeful intent of the right wing corporate shills in the U.S. House of Representatives to destroy the USPS so that some corporate enterprise can take over? The demoralization of local USPS employees is readily apparent. Just try to use the service in an area that's growing. New Braunfels, Texas, for example. Understaffed, the employees have surrendered. Customer service is non-existent. USPS office employees visit with their longtime friends at the counter while the out-the-door line of customers hold their packages and fume. Try calling. The phone does not get answered. Query the employees and they agree that they're understaffed. That doesn't explain losing change of address forms submitted in person, though; or handing me all the neighbors' mail when I go in to pick up what should have been forwarded to my new address. Every USPS customer in line at the New Braunfels post office agrees with me that using the office services is akin to a visit to the dentist who doesn't believe in novocaine. I know that the employees are simply human beings, just like me. I'm sure they want to do a good job and have others recognize their efforts. They have no leadership. They are not doing a good job and they know it but to try is to fail and so it's easier just to surrender to incompetence. Sad. Sad.

    May 17, 2016
  • anon

    Hotline is a joke. Left many messages. No calls back. Why have the option if you do not return a simple phone call. Why not have a direct customer service line to talk to an actual person. Then you wander why the Post Office is in debt every year. People are tired of the service and are going elsewhere.

    May 17, 2016
  • anon

    I will never use your service again. At 63 years old I'm done. I appreciate daily letter delivery, but you guys suck! Sent an important package to my Mom , didn't arrive and you can't find it . Whatever, , you don't seem to care.

    May 16, 2016
  • anon

    I can't get over how awful our postal service has become. You order a package and they update the first step of information on the site and give a delivery date. The delivery date comes and no information has changed and your package doesn't come. They obviously leave it sitting there for days and days forcing you to wait longer after you paid. Why do we continue using this service? Use UPS and Fedex for mail and let this pointless government failure sink like a lead brick.

    May 14, 2016
  • anon

    Good idea except that ups and fedex contracts the usps to carry out most of their deliveries, letters, packages, and all. USPS actually comes to fedex and ups locations and picks up all the stuff dropped off and brings it to the post office to be dropped in with the rest of the mail. If you send through ups or fedex, your paying more for the 80% chance that usps will deliver it anyway. They just have better PR people, not better service

    May 20, 2016
  • anon

    My Post Office personnel are the finest postal service people i have ever known...I have a post office box which I have had for 3 or more decades, and I go to my post office daily about 9:30 in the morning...the mail is always there, the personnel always answer any question I have, and are always helpful when I am mailing a package or a heavy envelope... and I respect them gratefully and always. l got the box because my mail had been thrown by kids walking by from school into the evergreen bush area by my driveway years ago... I discovered that when my sister called me asking why I had not called her to thank her for a picture of my 3 year old nephew she had mailed to me....i never found it of course...but that very day when I saw the mail trash on the ground under the thick bushes, I drove immediately to the post office a few blocks from me and rented a postal box for my mail. I have had it ever since, and my nephew is all grown up and 39!!!

    May 13, 2016
  • anon

    The USPS Office at 1369 Broadway, Brooklyn, New York 11221 must be the worst post office in the country. I've NEVER, EVER been in and out of that place, the lines are ALWAYS long as well as the wait. The USPS employees that work there DO NOT CARE about their customers. You can see seven people milling around but only three people will be actually working, but they keep coming out looking at the crowded line and doing nothing about. If I worked there and I saw that many people waiting on line, I would jump to a station and start taking on customers. This has been a problem for over 15 years and there are hundreds of online complaints I read about this place and NOTHING has ever been done to correct it. Send someone from IG and let wait in line (don't ID themselves) as a regular customer and see how this place operates, and I guarantee someone will be getting in trouble (if you do something about it). It is NO way a company should be operating like this....... I have another problem with mail and package delivery persons who deliver to the 500 block of Hart Street. The mailman delivers the wrong mail to my home at least six times a month. This is NOT acceptable, because he or she can be delivering my mail to the wrong address also. Another problem I have is with your package delivery truck persons ring my bell once (I can't even get my pants on to come downstairs fast enough, and when I get to door the truck is driving down the street), leave packages on my stoop or put a delivery slip on my door. I think that is NOT acceptable by your company (but your employees STILL do it anyway), I could be away on vacation and my package is left on my stoop. Your company need to do a sting at the USPS Office at 1369 Broadway to see what everyone is experiencing. After the findings your company needs to discipline or talk to all to the mailpersons, delivery persons, and office personnel at the USPS Office at 1369 Broadway, Brooklyn, New York 11221 to make sure in the future they do job correctly and efficiently.

    May 13, 2016
  • anon

    Long waits in line at undermanned counter Flemming location des Moines iowa 50313

    May 11, 2016
  • anon

    I had an extremely positive experience at the 462 Washington St Woburn MA 01801 Post Office!! The clerk suggested various ways to get my package delivered in the fastest time and assisted me in finding supplies. A second clerk was equally efficient and helpful when I had the package ready. It was delivered fewer than 24 hours after mailing, and I was able to easily track it!!! I actually always have excellent service at this office and at the other Woburn office. Way to go USPS!!

    May 11, 2016
  • anon

    I am sick and tired of not being able to track my packages. I don't know what is wrong with your web site but you need to get it fixed.

    May 11, 2016
  • anon

    It is beyond words and dangerous. The Postal Service is corrupt and rotten to the core. By example is any organization to be run on a foundation of Federal labor laws, truth, honest, hard work and accountability by all--EEO on down. Treat with positive respect and true care of employees/co-workers and services, issues will resolve themselves. Don't see any resolution any time soon, unfortunately, for any healthy gainful employment with the Postal Service.

    May 09, 2016
  • anon

    The customer service #, tech # and any # associated with the USPS is TOTAL NONSENSE. I have a claim I am trying to find information on and the hours of operation, per the website, is 8am to 5pm. How can customer service NOT be available up to, currently 11:45AM. 3 hours and 45 min of wasted, useless crap from another U.S. operated office. Maybe if someone paid the government off, we could get some sort of Indian operator that we can't even understand, at least we would get through! So sick and tired of this crap. No wonder the USPS is losing money!

    May 03, 2016
  • anon

    Moderators---PLEASE---if all you have to say is "please consider filing a complaint at your local post office", don't even bother posting a reply to the problems of the individuals on this site. If it were that easy you would not see the posts nor the frustrations the customers have encountered when already dealing with their local offices. If you really cared, more than simply making a website, you would at least notify the offices or customer service yourself. Now THAT might get some attention but your advice to the customers--"contact your local office"? We all know that didn't work the first time and it won't work now.

    May 02, 2016
  • anon

    Recently I experienced a change of mail delivery person. My new mail delivery man doesn't seem to be able to read the English language. In the month of April 2016 he has delivered 9 articles of mail to my mailbox that are addressed to someone else, 0ne as recently as last Thursday, April 28,2016. If he is delivering someone else's mail to my mailbox, then he may be delivering my mail to someone else's mailbox. I run a business from my home, so the matter is of great concern to me. The first 2 times I received someone else's mail I reported the matter to the local post master (89450). Apparently whatever remedial action he may have taken has not been sufficient to correct the matter.

    May 02, 2016
  • anon

    Sat. morning10:45 am. Arrived to find 15 people lined up. One clerk working the counter. 30 minutes later, another clerk came to the counter. Now 20 people in line. I left the building about 11:45 after a less than 5 minute experience to get my package in the mail. Have NO IDEA why these conditions should be present.

    May 02, 2016
  • anon

    If the USPS workers behind the counter (not the carriers on their routes) had to work a Real job, they would get fired. 2 out of 3 post offices I go to in the Vernon ,CT area are as slow as molasses on a sub zero degree day. They work one speed SLOW, regardless of whether there are two people in line or eight. As I stood and watched, I could only wonder, how do these people survive everyday life on their own. Sad state of the government worker.

    Apr 28, 2016
  • anon

    I wanted to share a positive experience I just had at the Rancho Cucamonga post office. The worker there named Deana who was handling my son's and husband's passports was friendly, courteous and knowledgeable. I had a very pleasant experience. Great worker! I was trying to find a commendation form on the USPS website but couldn't.

    Apr 26, 2016
  • anon

    I really can not believe that I had experiences with USPS. How can The USA government hire people who are too lazy and rude. Not just two or three people but most people in USPS give customers horrible service. I have heard a lot of people's complaints about USPS. They feel the same way with me. Just google how people think about USPS service. Yesterday, I had the pink memo without any address information that a location I should visit to find my parcel. And I looked for my tracking information on the website but I still couldn't know where my parcel was. So I went to the USPS located elmhust that made a long line and only one person was working for customers and People and I couldn't find why the rest of 2 employees were there sitting on the chair talking. Finally I had to wait about 30mins and they just wrote the address that I should go to find my parcel. It was a far place to go. I should take the train about more than 20mins. I really hope that USPS stop giving terrible service like that to customers. Thank you very much.

    Apr 22, 2016
  • anon

    Yesturday, I went USPS in Irvine for my first time. The service was so poor. There was two ladies working and three people in line I was the second person. I was getting a box ready to ship out two packages and one of the ladies working came up to me yelling that that was the wrong box. She was very rude and assumed that I "knew" everything about USPS shipping. Not only did she yell at me but she was rude and yelled at other customers. I finished up my boxes and waited in line. The other lady was ringing up an old precious man. He was older and confused and having trouble understanding what the lady was telling him. The other lady from perviously (the yeller), Betsey, was ringing up someone. She leaned over to the customer and said "That's why I didn't want to ring him, up he was going to bad". I was enraged!!! Betsy had said this when the old man was 5 feet away. I am so glad he did not hear her. I heard her and I was in line. Immediately, I gave her I look like she needed to stop what she was doing. As, I waited in line Betsey continued to let people cut in front of me and the other three people in line. By now, I was late for class and very impatient. When the sweet patient old man left the two girls began to talk crap about the old man that left. They were loud and rude and aid things like they hated ringing him up and that he was a hassle. I also heard Betsey, talk about someone who had called. She said that the person on the phone kept calling and that she was ignoring the phone call now. TERRIBLE service!! I am so disappointed. Betsey rang me up and I finally completed my two packages. The whole time took 45 minutes with three people in line. I am so so so disappointed in USPS and with the two ladies they hired to work there. Location :university 4255 Campus Dr. STE A100 Irvine, Ca 92612 Bill #: 840-59260101-3-125208-2 Clerk: 03 (Betsey) Date:4/20/16

    Apr 21, 2016
  • anon

    Many people have been complaining about the rudeness of workers in 60618 Kedzie Chicago Illinois Post office. I called that post office 20 times to ask about my missing package. They are not picking up the phone. I think the're totally ignoring phone calls from customers.It's not the 1st time that I'm missing package delivered by that post office. So when I went there, workers were so very rude. I was asking them nicely and they were like trying to argue with me. Especially the African American lady I think she's the supervisor and other African Americans workwrs there. People are asking nicely but they answer them rudely. This is UNACCEPTABLE.

    Apr 20, 2016
  • anon

    Here's a money-saving tip for you: Take out the telephones in your post offices. NO ONE BOTHERS TO ANSWER THEM!! Got one of your "sorry I missed you" notes yesterday. BUT WE WERE HOME ALL DAY!!! In fact, you saw my wife pull in the drive while you were putting mail in the box. YOU WERE TOO LAZY TO WALK UP TO THE DOOR AND RING THE BELL. I was home all day. Then you expect us to drive to your office the next day to get the registered letter??? It took well over a half hour to get someone to answer the phone. The woman who answered couldn't help (she said she didn't work there!?!) AND she offered no apology. I asked to have a supervisor phone me. STILL WAITING!! I tried to communicate with you online, but you have such a POOR online communication mechanism that there was no appropriate topic for me to select. I try to be reasonable. I understand we all make mistakes (especially me!). But everything you have done in this is SO frustrating. And...you don't care! Will the supervisor ever call me? The woman who finally answered the phone yesterday said you would re-deliver the letter today. The mailman has come and gone and the letter was NOT delivered. I wish I had a job where I could perform so poorly and still get paid.

    Apr 15, 2016
  • anon

    I work on March air Reserve Base in Riverside, CA. I purchase postal money orders from the base post office. Why do I pay $1.20 when by virtue of being on a military base, they should charge me $0.40 for a "postal military money order?"

    Apr 10, 2016
  • anon

    I have had a very bad argument with a usps driver today. He continues to complain about his delivering packages to us. 10% of those are from VA with meds. The other 90% is from e-bay. Delivering is his job not Complaining about having to get out of his car. Packages with eBay are a contract deal I was told from e-bay. He is one of three people we have seen delivering. He's the only one complaining. And he told me prices were to drop. Those packages are what I bet are helping keep usps going.

    Apr 05, 2016
  • anon

    The birthday card I sent my niece in Virginia never arrived. The card and its envelope were placed inside a small brown mailer envelope and I made a special trip to the PO for the sole purpose of having the PO weight the brown mailer envelope to ensure it had the correct postage. I did this because it had birthday cash in it. So somebody at the PO got a big tip for poor service.

    Apr 04, 2016
  • anon

    I have been trying to contact the 02630 postoffice by telephone for two days. It is constantly busy. I stopped by today to try to speak to the postmaster; he was out, back in a 1/2 hour but I couldn't wait. My postoffice box expires today and I need to make sure my mail is forwarded. I had filed a change of address at the beginning of March, but got a letter stating it was a business PO box and needed the "business" to order the change. First, the box has always been in my name. The "business" was only in my name (I'm a lawyer). I asked for the mail to be forwarded as of 3/19. I'm still getting mail in the box. All I want to know is will my mail be forwarded??? I don't think that's a very difficult question. I've moved by PO box after 26 years because this postoffice has, sadly, turned into a very frustrating place. Slow and rude people at the counter. I'm now at 02668, which is a breath of fresh air. Can do you suggest I do?

    Mar 31, 2016
  • anon

    A package that was sent to me on the 19th with 2 day priority has still not been delivered yet. They claimed to have come by my apartment on the 23rd and say they left a notice but no one came that day and there was definitely no notice left. I shrugged this off and scheduled for a re delivery on the 26th. It did not come either, leading me to have to call customer service where they said they got the re delivery notice but it didn't go through to get updated? He also said that had never happened before. Sketchy much? The man then put in for another redelivery today which also DID NOT come. Finally I had to call the local offices where they were rude, unhelpful, and could not provide answers as to why my package was not redelivered the two times I asked for it. All they could respond was "I don't know" and kept interrupting me every second. Obviously they did not want to deal with me and just wanted to get back to doing nothing. Is this the kind of people usps hires to handle mail? It is no use paying money for this kind of service. Something sketchy is going on at these offices. I looked up other people's reviews at these post offices in Fort Worth and they are not good either.

    Mar 29, 2016
  • anon

    Overworked employees and newly hired non career employees seem to be what is happening with the USPS these days. Unfortunately they are in the forefront because they are federal government. UPS has the same problem . But they get away with so much more.

    Mar 31, 2016
  • anon

    The USPS website has been SLOW for years now. And the Tracking feature is often down.

    Mar 29, 2016
  • anon

    Horrible customer service!!! A rep that is supposed to specialize in international shipments (Donna - no wonder they don't give out last names) was totally clueless. I was trying to locate the package that was sent overseas back in December that somehow came back to Chicago from NJ, was traveling within different hubs in Chicago, and then disappeared early March. The rep couldn't answer a simple question and instead kept reading me the info that I can already see on the web site. And then got all snappy with me because I was trying to explain my question for the 5th time to her. No, Donna, it's not my fault you don't know the details of your job and can't explain the process. This was the last time I used usps for such a thing. Better overpay with Fedex and DHL than deal with such incompetence. The question remains is would I get my money back now? Guessing - not.

    Mar 18, 2016
  • anon

    When sending overseas, we can't contradict how they deliver the mail. If that country doesn't have the same scanning capabilities as we do, your item will not have tracking to the door. Tracking may stop once it leaves the US. Same with A PO AND FPO

    Mar 31, 2016
  • anon

    Why do post offices have such deplorable customer service???? No wonder USPS is losing money.. treat your customers well and you will get business. Postal workers need to be trained on customer service etiquette. More than 5 post offices I've dealt with have clerks who just don't care! Don't they fear losing their jobs with the budget cuts happening due to customers patronizing UPS and FedEx over USPS?

    Mar 18, 2016
  • anon

    I had a package being delivered through UPS, but the package was transferred to USPS. The UPS tracking number told me my package was at my local USPS but that it wasn't expected to be delivered until the next business day. I didn't want to wait another day, and my local USPS office is fairly close to my home. Once before this happened with another package, and I was easily able to pick up the package, no problem. The gentleman that helped me that time just asked to see my driver's license, and found my package no problem. This time however, it went down completely differently. The lady working at the desk (not the counter) asked how she could help me, I explained, and she sort of laughed at me. She said "There's no way I can find your package back there without a tracking number, do you have one?" I explained I did have one, but had accidentally left my phone with the email at home, but last time I had come here, they had found it no problem. She rudely stated again that there was no way she would be able to find it without a tracking number because there were literally thousands of packages. I was really annoyed, because she didn't even try to help me, and there was no one behind me waiting in line. I decided to go home and get my phone with the tracking number. I came back about 20 minutes later to USPS, tracking number in hand. I avoided the lady at the desk and went to the counter instead, I was afraid she would be petty and keep me from my package. The lady at the counter wanted me to speak to the lady at the desk, but I explained she was rude, and I wanted help from someone else. The lady at the counter told me to wait for a supervisor at the end of the counter. The supervisor immediately told me that she also would not be able to find my package, and I told her I had a tracking number. She said is was a UPS tracking number and demanded to know how I even knew that my package was at USPS, and I explained that UPS said it was, according to it's tracking number. She also scoffed and laughed at me, and said she probably wouldn't be able to find it. She took my license, went in the back, and about five minutes later came back with my package. Not smiling, not being polite or courteous. Just handed me my package. I said thank you and that I appreciated it, and she just glared at me. I should also mention that the first lady from the desk stood over the supervisor the entire time, watching the transaction occur. All I wanted was the lady at the desk to be polite, and at least feign interest in helping me find my package. Even if she had pretended to try and find it, I would've appreciated it. But the real kicker was the supervisor, being equally, if not more rude than her employee. And they ended up being able to find my package after very little searching, without a tracking number, and with my name and address, just like I thought they should be able to in the first place. So, why were they so rude to me and why all the hassle?!? Battle Creek, MI

    Mar 17, 2016
  • anon

    Please understand USPS has updated with new scanners and a system to allow customers to track their package. If it says it will be delivered the next day then so be it. Clerk's sort the package to the the carriers in their respected hampers and if the office is already short staffed and you are pulling that clerk away from the window to go through 50-100 packages to find 1 package for you because you didn't want to wait one more day. I do understand sometimes emergencies come up but we should give them a chance to do their jobs

    Mar 31, 2016
  • anon

    You should not be the person to respond on this forum because you're extremely rude. I guess USPS will hire anyone. No wonder you people are losing business.

    Apr 07, 2016
  • anon

    Today I went to the post office (Temple, Mill Ave) to buy a money order, hoping to mail it with other paperwork. The male clerk told me I need to pay for the money order. While I double checked with him, he said I should pay for the money order and an envelop together later. So I was very confused. Instead of trying to explain it to me, that person simply repeated his words again and again. I always feel nervous talking to this assistant, who constantly communicate the implicit message that why cannot you figure it out by yourself. Apparently he has no idea of what customer service is and thinks he is smarter than other people because other people are less familiar than him on the process he has done for years!

    Mar 16, 2016
  • anon

    My step daughter had a package come to my my address and she had put a change of address in the same town she was told it was no problem then a package came and instead of just holding like the do anyway the post master sent it to Denver then back this is the most stupid thing I have ever heard when the house is in the same town all they had to do was put a notice in the mail box saying she needed to go pick up a package at the post office which they do anyway. . The post master name MIKE WAS VERY RUDE TO HER AND MY SELF ...THIS IS WHY PEOPLE ARE NOT WANTING TO USE THE US MAIL ANYMORE my name is Bradley myrup phone number. 307-575-4319 PLEASE CONTACT ME! !!! THANKS

    Mar 14, 2016
  • anon

    Dear Sirs, I take customer service very seriously. My job with the Post Office is a maintenance mechanic with the Santa Ana F.M.O. department. We go out on a daily basis inspecting and cleaning collection boxes. If found to be beyond repair we remove and replace them. I'm sure i don't need to tell you there is an extreme amount of collection boxes in disrepair. From faded paint, rust, damaged Eagles and the list goes on. I am a worker and I don't understand how the upper echelon operates and how decisions are made. But I do have firsthand knowledge of the conditions the public sees everyday. These eyesores reflect poorly on the Post Office. I would like to do my part to help eliminate these problems, but my job is being taken from me. Reason being, man hours have not been documented properly. The cause/effect equals abolishment of two or three maintenance mechanics. When in all reality we could add two positions. Custodians in a-lot of these carrier stations are authorized to perform level seven work and also receive higher level pay. I do not begrudge anyone the opportunity to learn different skills or to earn more money. When these actions affect me, I take offense. Thank you for allowing me to express myself, if nothing else it is somewhat therapeutic. I just feel that I have a greater impact in the field, but I will respectfully go where I am told. Jay Garvey #03307101

    Mar 13, 2016
  • anon

    On March 12th around 9am Saturday morning. I went to the Staten Island Forest Ave Postal office location. I went to the window where Postal worker Phylicha was stationed to assist me. I asked her about a package that I had recieved a email that my package was in the post office. Phylicha had asked me in a low tone how do I know that my package is here?. I said "excuse me?" Because her tone was very low. She repeated herself and I told her I had recieved an email. Phylicia then said to me to watch my attitude and tried to argue with me. I then told her with customer service like that you'll never last with this job. I am seeking for Phylicha to be retrained for her lack of customer service.

    Mar 13, 2016
  • anon

    With all these comments about postal clerks being rude, what is being done about it? The office in Miami Gardens, FL has a couple of clerks that are beyond rude. I went in today and nicely said, "can I have a supervisor scan my package?" They told me that I have to request that the supervisor scan my package or it will take longer to get to my recipient. So I did that and this one clerk just totally ignored me. I waited a few minutes and went up to her to ask again. She retorted, "I'm busy! When I finish I will call for the supervisor." I waited for more minutes and prayed for her. She finally says, "leave the package on the counter, I will make sure it gets scanned." So rude.

    Mar 10, 2016
  • anon

    Dear IG, Why are so many USPS employees so rude? You would think I'm asking them for a kidney. Specifically the Silver Spring, MD, office on University Bldv West. The only nice and professional Postal officer dealt with passport applications. I started to--repeat--started to ask for help when a postal worker YELLED out, "We can't help!" Really? (Had a question about a specific form.) So I mumbled, "Guess I guess we'll all be here after closing." Only after saying that did someone even attempt to help. This is ONLY the tip of the iceberg. Minimum 80% of face-to-face clerks should be fired! They're also destroying your bottom line. Contrast that with the Clemmons, NC, USPS. They offered to help BEFORE I asked! They solved my problem in a fast, efficient, and professional manner. And with a smile. This was the BEST postal experience I've ever had. In hospitals they call it the Patient Experience. We lose money when they're bad. If hospitals can go through retraining why not the USPS? I always greet USPS personnel with a smile and sincerely hope they having good day. When done I say, "Thank You." Thank you, MZ

    Mar 09, 2016
  • anon

    I have had terrible experiences with the Addison Airport Post Office in Addison,TX. The female manager there is EXTREMELY rude, unhelpful and snippy everytime. I shipped 8 small packages on Tuesday and was told they would arrive by Friday. Friday they had not arrived and had no tracking info. Saturday..same thing. Monday the tracking info finally updated and it said they had arrived in Dallas! That's 20 minutes away! So on Tuesday it still said the same thing and I went to ask about it. I waited about 30 minutes for her to talk to me and she immediately said "we give the estimated time of arrival it's not guarenteed" I explained that I completely understood that but found it concerning that after one full week and days after the estimated arrival date it had only made it 20 minutes down the road to the main hub. She told me all I could do was look up the tracking numbers but I just needed to be patient. Like..Am i crazy for thinking that is a problem? She was VERY snappy and rude and wrote down a number I could call "if i really wanted to" but said they would just tell me the same thing. When I realized the number was written incorrectly and found the correct number, they said that I absolutely had a right to be concerned and they didn't even know why the packages went to the center in Dallas in the first place.

    Mar 08, 2016
  • anon

    Today I took my mother to the post office in Cedar Lake, Indiana, Zip 46303. We were greeted by what might be the rudest postal worker I have ever encountered. She did not wear identification, has dyed black hair and treated my mother like she was stupid. My mother is 83 years old and slow but not an idiot. She needed assistance using a debit card and I was helping her. This postal worker also told me that no international stamps are printed and I would just have to piece together different stamps to equal the correct amount. I know this is incorrect as I just bought some a couple weeks ago. My mom warned me that this postal worker had been rude to her before but I was truly shocked at this level of hatefulness. Please investigate and make an effort to change her attitude. Unfortunately my mother has no other choice in postal service as her age limits her transportation options. After many pleasant interactions at other post offices around the US I was very disappointed in her service.

    Mar 07, 2016
  • anon

    Your employees are rude. My mail has been misdirected for over 6 months and my only response is to buy a PO Box. 73036. Another reason to use FedEx, ups, and generally avoid this 'government ' business. When I contact the area postmaster I am informed that my post delivery person was stung by a bee. I am frustrated and angry. Perhaps I'll actually become a beekeeper instead of being bee friendly. Understand this, you have employees coming into my place of business and being rude..in uniform. At some point you need to have a modicum of professionalism , even if you refuse to deliver my mail.

    Mar 07, 2016

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