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 (203)

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  • anon

    This Consumer Affairs department is a joke. All they did was tell me to do everything I already did. Even thought I had been mislead and blatantly lied to by multiple staff members, resulting in it being sent to them they didn't try to help my case. Nothing has been done. The only time I get a response is when I complain and then it's only a generic email with no information or apology. I used to work at a Post Office. This is beyond unacceptable. And this is only if you call every five minutes for 4 hours, before someone actually answers, and that person claims they cant read you what someone else noted on the case. So they get your call back number so the other person calls you back. Which rarely happens. When she asked me to leave a number so Terry Stanbridge could call me back, her response was "Heck I don't know, but I'll at least ask him to." Very unprofessional. And in his voicemail on his return call he was sarcastic and rude.

    Jul 28, 2016
  • anon

    I am highly concerned about recent changes to US mail handling procedures in Afghanistan. One, US Citizens are being replaced by non-US Citizens as a cost savings measure. These TCN do not possess the same appreciation for US Mail and the responsibilities. More importantly, the current mail transportation procedures have been changes. Currently mail trucks are driven from Bagram Air Base to Kabul with US Citizens drivers and armed guards. The new procedures are for a Local National Afghan Citizen to drive the truck with no International Armed escort. This is an accident in the making. Regardless of what ever tracking device you install on the trucks, the first police or Afghan military check point the truck passes through the mail will be stolen. The new procedures will prove to be a disservice to our men in uniform who rely on their mail and packages from home to improve their lives. The new procedures completely lack any form of security for the US Mail. R/S, Mike Warren

    Jul 26, 2016
  • anon

    After relocating with my family from the east coast to AZ, I found myself with no keys to access my mail. I visited the lpcal Post Office in Cave Creek to pick up my forwarded mail and parcels that were coming in daily. The entire staff that I encountered were nothing but kind, courteous and helpful. It became more complicated when my HOA finally supplied me with mailkeys that did not work as well as being unaware of the actual box. I spoke with the Postmaster while picking up mail and he said he would look into things. The next day, I received all of my mail, a box number and a new set of keys delivered directly to my door. With all the negative comments and reviews the USPS receives, I would not have expected such expedient and personal customer service. I want to say THANK YOU to my local Cave Creek Post Office and let it be known what a wonderful group of friendly and capable people are employed here at every level.

    Jul 21, 2016
  • anon

    I rented a PO Box from my local USPS office. I was notified that my PO Box was up for renewa. With many personal issues that came up, I was unable to get to the post office and pay my renewal fee. Some time went by knowing I still had to make it over there. I could have mad arrangements for to have a family member go for me but then I was notified I had a 10 day grace period. I didn't think there would be any concern to get before or by the 10th day. I called on a Saturday, July 9th to find out they closed at noon and I would not be able to make it there on time. Now here is the problem.....Sunday was the 10th day and they were closed. I thought no problem, I could pay it on Monday....the next business day. When I got there on the next business day, I was told that in order to keep my PO Box I had to pay a $21.00 handling fee in addition to my renewal fee since it was not paid by the 10th day. According to most professional business' and the federal government; days that include holidays, Saturdays, and Sundays are not business days and should not account for the 10 day grace period. After several attempts to resolve this matter with my local post office, they maintained I should of paid it by the grace period and will not waive the handling fee. I was then informed I could have paid the fee on line but was unaware ( I am from the old school ) that the Post Office was set up that way. Had I know that, all this would never have happened. Please consider the law, as it is the American way that Sunday is not considered a Business day. Thank you.

    Jul 20, 2016
  • anon

    Our female carrier is almost Always on her cell phone (using earpiece). She sometime wears her private clothes (bottom or top). Also, when we receive a thick stack of mail, she try to put the entire rubber banded packet in our mail box slot that half of our mail is hanging out or ripped. My husband took numerous photos, brought to the local post office in Hazel Crest, IL but the issue is recurring. Post master always tell us that she is the best carrier in their office.

    Jul 18, 2016
  • anon

    Your Gallows Bay post office (00820) is the worst I have ever experienced. Everybody in line felt the same. Rude postal workers that disappeared for up to 10 minutes, leaving no one at the counter to service customers. When someone did return they were RUDE and should not be in the business of customer service. NEVER AGAIN!!! I live on the island (St. Croix) and would rather drive the far end of the island rather than have one of your workers ruin my day.

    Jul 15, 2016
  • anon

    Wanted to say Thank-you to all the employees that were helpful in answering my questions and the final delivery of my package. The package had taken an unexpected route from origin to delivery so i had been in contact with USPS. Thank-you so much!! pat burns

    Jul 15, 2016
  • anon

    I know the US Postal Service has a constantly difficult job on its hands but: - Why does my local post office list a local number, (610) 866-0911, BUT NEVER ANSWER IT? Because you funnel everyone to a 1-800 number the hold time is often OVER 1 HOUR. Not good customer service. - Why is my local post office only open Monday - Friday 8 to 5pm? That's when most people are at work! The only time I (and most people) can get there is Saturday, withing a narrow 8 to 12:30 window. RIDICULOUS. - If a package has postage due, why are the ONLY OPTIONS A: Leaving the postage in cash in a provided envelope in your mailbox, or B: Going to the post office (if you can get there when it's open) to retrieve the package? There should be an online method to pay for the required additional postage, to avoid additional delivery delays. I seriously doubt you'll read this or reply, but please understand my frustration, and why I rate the USPS only one rung above the DMV. You have a LONG WAY to go to improve customer service, but I sincerely doubt any of you care about improving things. Sincerely, Andrew Parmet

    Jul 15, 2016
  • anon

    I broke my three bones in my ankle 5 weeks ago and my mailman has been absolutely wonderful. He brings my packages to the door, waits for me to hobble to open it and helps me get them inside. He does not make me feel like a bother or that any part of his job getting me my mail is an imposition. Often he is the only friendly face I see in a day. He's fantastic at his job!

    Jul 14, 2016
  • anon

    Because of a disability and a home-based business, I am unable to leave my house often. Therefore, I depend on the USPS for delivery of goods, sometimes Goods required for my business. In the past 12 months I have lost over $800 worth of materials that we're supposed to come to the house and instead I get a text that simply says undeliverable. Now I get a prior text saying it is out for delivery. What the heck is happening to the packages between the time they are scanned to go on the truck and then the time that they are deemed undeliverable? You would think one would be able to get the answers to these questions by contacting the post office. In the past week I have placed exactly one hundred ( yes, really, on purpose) phone calls to the Oviedo Florida branch of the post office and have never had a person pick up ever. So, am I just supposed to go and spend another thousand dollars and assume that people at the post office or just stealing what they choose and not delivering it? It may be a wrong assumption, but how would I know since no one will answer the phone? Dereliction of Duty is all that post office is. If there were any other way, you would never get another dime of my money. You're cheaters you're dishonest and you're irresponsible.

    Jul 13, 2016
  • anon

    This is the worst operating system I have ever encountered. My package is missing and you guys have not been able to answer not one of my phone calls. Your operating system hangs up on me every time. My package is lost and I spoke to a representative yesterday and she assured me my package would be delivered today. I look up the tracking number and it does not exist??? What I'm I supposed to do?????

    Jul 12, 2016
  • anon

    The fact that I cannot get a live person on the phone via 1800askusps is absolutely infuriating.

    Jul 12, 2016
  • anon

    recently went in to pay for my postal box the clerk was kind experienced and helpful.He was quick and efficient which made my visit quick and easy.

    Jul 11, 2016
  • anon

    This week a very angry postal employee stopped by my house when only my grandson was home and spoke to him in a very what he felt threatening way regarding my parking my car too close to the mailbox. I intend to file a complaint with the boise police department Monday when they open. In the meantime I do not want this particular employee of yours to come on my property. I will have him arrested for trespassing.

    Jul 09, 2016
  • anon

    Called USPS 1800 number because a package i had order on mlb store never arrived, 40 mins later i had the chance to talk to a representative i asked to talk to her supervisor and after she answer the phone she faked having technical difficulties gave me a script speech ignoring me talking to her and hanged up the phone, i have never felt so insulted my whole life and when some one asks me why USPS is having financial problems now i can give them an answer.

    Jul 08, 2016
  • anon

    Ordered an item from Amazon.com. USPS reported the package as delivered to Amazon. According to the tracking number, it was marked as delivered, and then 10 minutes later as undeliverable as addressed. We were home all day, and no delivery was attempted. This is not the first time this has happened, and it is ridiculous. Neither I, nor anyone else in my large and extended family will use USPS as our first choice for ordering or shipping.

    Jul 07, 2016
  • anon

    Repeated complaints still leave me with wet mail when it rains and missing mail when winds are up. Our carrier can't be bothered with things like closing the mail box. Report it at the post office, a smile and no changes. Ask to whom the complaint should be sent... " it doesn't matter, they just kick it back to me"... Is that true? We no longer are intitled to good service? Mail boxes had to come off the houses and go on post by the street for the convenience of the mail carriers but they don't have to close the box. At least the mail was protected on the porch. Oh, your automated call system said "your call will be answered in more than one hour".

    Jul 06, 2016
  • anon

    I was sent a food item that was supposed to be delivered today. I signed up for text messages so I would be updated as to when it would be delivered. I was home all day. The mail came at 4:16pm today and I received advertising mail and my roommate received something they ordered (which came in a box) but I did not receive my food item. Not only did I not receive it, but at 6:34 pm I received a text that they attempted delivery at 12:37pm. Again, I was home all day and they were not here at that time. I was not left a notice either. The majority of times they don't leave a notice and usually I let it go because the item isn't perishable. But now my delivery won't be fresh and probably will be inedible by the time I'm able to get it seeing that post office won't even be open until Tuesday, July 5th. What is the solution here? I need not only to be reinbursed but for this to never happen again. No apologies, that does absolutely nothing to help the situation.

    Jul 02, 2016
  • anon

    I received a notice for a certified letter, I signed the back of the notice and checked the box to have it delivered, since I was going out of town I put a hold on my mail and expected the certified letter to be with my mail upon my return. It wasn't, not only that the mail person put my signed notice back in my mailbox and it sat for nearly 2 weeks! Subsequently the certified letter was returned. When I picked up my mail I told the woman at the counter what happened, she shrugged and said it happens. I said but this was certified mail, I said why wouldn't the mail person do her job and pick it up, she shrugged and took the next person in line. In my opinion this is unexceptable way to handle mail.

    Jul 01, 2016
  • anon

    You have the worst customer service I have ever experienced. Sending international business documents and paid $100 for 5 day delivery, it is day 7 and they have been in the city for four days and have not been delivered. I cannot get an actual human on the phone to ask what is going on. Thank you for costing my business money.

    Jul 01, 2016
  • anon

    I Have to wait forever on customer service and when someone picks up phone they tell me stuff I already know like yesterday the guy looks at it and says well it's been deported and when I got off the phone I sad well I could have told myself that

    Jun 30, 2016
  • anon

    Today in Chesterfield, VA, I got the mail out of my mailbox, which is oversized, and the mail person that delivered the mail crushed my package in with another package that would not have fit into the mailbox together. I should be happy the packages were actually delivered by USPS, as my neighbors are normally delivering my mail to me. I truly understand why more people email or send FED EX or UPS.

    Jun 27, 2016
  • anon

    In Missoula, Montana today it took 26 minutes to by stamps. The incompetence, understaffing, lack of customer service, and a host of other issues is inexcusable. The entire organization needs to be privatized.

    Jun 25, 2016
  • anon

    I am writing in regards to to the post office in Waynetown Indiana. Ever since they moved Mrs. Hampton from our inside post master it has took double the time to receive our regular mail inside our post office box! After reading all the negative comments from other areas it leads me to believe that there is no regulations, organization or supervision for these workers. This is ridiculous! We depend on our regular mail to be In our post box on a timely manner. The lady they have in there now still has no mail in your box after 2:00 pm!!! I believe she just puts it in there when ever she feels like it. I have went in there many times to retrieve my mail and have even ask her for my mail at mid day and she tells me I have no mail!!! Then I go back after 5pm the same day and I have a load of mail! It is a awfully strange that our previous Postal worker had our mail in our box every single morning, and no later. I like to know what happened? Are the people bringing the mail new or slacking on their responsibilities or is this old lady putting out mail as late as she possibly can because she has no supervision on her behavior? When you ask her for your mail she acts like you are bothering her. This is her JOB! She is to show professionalism in every aspect of her job performance. After all she is representing the government in our county( Montgomery). I will keep pursuing this until I get results! We shouldn't have just anyone regulating our mail! I have no idea why they moved Mrs. Hampton when she had been there for years and she always showed kindness and made sure our mail was out as quickly as possible. Many times she went above and beyond her duties and everyone loved her. Now we have some sour old woman in there that never has a smile on her face and you have to light a match underneath her to get her to move and get her job done! We are furious about this! Many people have had the same thoughts as us and we have to get something done about this immediately. I will keep searching on who is in charge and who is causing this inconsistency in our mail in a timely manner! We depend on our mail to be here on a specific day like it always used to be before they changed Our Inside Post Master in our hometown of Wayentown Indiana! We hope she isn't in there because she is related to a town board member. Surely the Postal service and our government would have someone in there for their impeccable job performance and not by who they know in our town!!! Please fix this matter. Monitor her job and then maybe you will bring back Mrs Hampton. Why in the world would you try to fix something that isn't broken?? We just don't get it! It's very unprofessional and it needs to be looked into immediately. We shouldn't have to wait 2 days extra for our regular mail. Something or someone is not doing there job and the only difference I see is a change in the person inside our post office. This is very sad and disgraceful and I hope it is not just swept under the rug as just another disgruntled customer. By looking at this website, it's obvious that your system is not working and needs more supervision, monitoring and regulations on the people you put in charge of handling law abiding, tax paying citizens of our communities!!

    Jun 25, 2016
  • anon

    Your office in roy washington is hands down the worst post office in washington no one does their job no one will bring deliveries to any house and the guy at the office is rude treats you like an idiot then ignores you to do the same thing with the next customer and if you right reviews against them they start treating you worse throwing mail in ditches etc. Come on at least do your freaking jobs or close the place and reroute to mckenna please at least their considerate.

    Jun 24, 2016
  • anon

    I am an amazon prime member and have ordered a lot of stuff from amazon. Recently I ordered an item from amazon expecting the two day delivery that is promised, but the USPS messed it up. The decided it would be better to deliver it to another town an hour and a half away. When I questioned the customer "service" rep about it she quickly put it back on amazon. USPS is a joke. I have talked to amazon and they are willing to let me re-order the item and give me overnight shipping for free through UPS thank goodness, a privately owned company that I can trust.

    Jun 21, 2016
  • anon

    My name is Robert Beilin. I live in Depoe Bay Oregon. We do not get home mail delivery so my family and I rely on our local post office to get our mail. When we first moved here 7 years ago, we have had postal employees who were outstanding courteous and professional and there have been employees who we hated to deal with and tried to avoid. Teresa Warner who was acting postmaster was one that we all tried to avoid. She has since been transferred and the majority of the community is glad and hopes she doesn't return. The person that has been transferred too our post office is Joaquin Waldroop and that is why I am taking the time to write you. Mr. Waldroop is professional courteous cooperative helpful and informative. I am requesting that he be given an accommodation for his outstanding service for making it a pleasure to do business with the US Postal Sevice.

    Jun 14, 2016
  • anon

    My town in San Luis, AZ doesn't have house/street address delivery, we have a lot of problems and extra charge for the packages (we already rent a POBOX). We rarely get our stuff on time . Employees don't help at all, they never know what happened with your mail, they refused to render a mail cart so you can handle a big or heavy boxes, even when you are a pregnant women or an elderly. Sometimes I need to ask a friend for their address out of town, so I can be sure I'll get my stuff on time, it's ridiculous.

    Jun 13, 2016
  • anon

    Why is your site so poorly set up with functionality incompatible with reality? I'm entering data into an online claim form in an effort to locate a package supposedly delivered that in fact never arrived. Here's the scenario: A package was shipped on 6/11 and reportedly delivered today on 6/13, however your site declares that impossible and requires entering a date that that falls somewhere between 7 and 365 days ago. I must be programmed to assume the USPS could not possibly deliver a package in 2 days! That means the date I have to enter for the shipped date must be 5 days prior to the actual date the package was shipped. Why? Second, the automated answering system for calling customer service requires entering a tracking number. Seeing as more people now use cell phones than land lines, and smartphones are pretty much ubiquitous, it's pretty much near impossible to enter the 20-something-digit tracking number found on one screen on the phone's keypad that takes up another entire screen. The automated system apparently can't understand a spoken string of numbers and it takes too many failed attempts and repeated strikes of the 0 key to finally be connected to a human. Yeah, frustrate and anger a customer; that'll make 'em line up for more of your services! I don't have any issues like these with UPS and FedEx. If it is the intent of the USPS to remain competitive, it would be a good idea if it were possible to easily speak with someone when an issue arises. Good customer service begins with good communication.

    Jun 13, 2016
  • anon

    I lived in Corsicana Texas for 1 & 1/2 years. During that time I was never successfully able to buy at the downtown post office. I will not wait 30 minutes to buy a book of stamps. I worked across the street so I would walk over to buy stamps occasionally. It was faster to get in my car and drive to a grocery store that had far longer lines and more customers and buy stamps. Unlike most businesses or organizations post offices have no telephone number or manager who is accountable for his/her operation. For example, as a city department head if a customer has a complaint - they can speak with me and get some resolution. My employees know this and therefore they are aware that they are accountable for their work performance and level of customer service they provide. Post offices provide no mechanism for this and do not even answer phone calls. The upside is I do feel the postal service does a good job (generally) delivering things for a low price and in a timely manner. However, something needs to be done about the way post offices are operated.

    Jun 13, 2016
  • anon

    horrible!the stuff is super rude( and that happens a lot). I filled in the wrong form and she literally yelled at me saying "Don't you read? Don't you read? You tell me what the envelope says.you are messing up everythihg!" Seriously?? I won't use usps anymore

    Jun 10, 2016
  • anon

    I'm tired of the employee's of the post office that work bulk mail dept especially . treating customers like , we are the only show in town , so you don't have a choice and must wait while we ignore you , if one of my employees didn't drop what they were doing to help a customer, they would be told to do so, or find a new job. Customer's come first, that's bottom line, we are your bread a butter and should be treated with respect.

    Jun 10, 2016
  • anon

    We own a business in Lewis Center Ohio 43035. We ship express and priority mail approximately 100k in shipping a year through the USPS alone. We experience express failures every time we ship. This causes a massive increase in work load as our customers (both ours and the USPS's) complain to us when their packages don't arrive on time. We then offer refunds for the shipping. We have to spend in excess of 20+ hours a week documenting and filling out paperwork to get the money back from the USPS that we refunded the customers from their failed shipping. A lot of our customers see this as our fault regardless of the fact that we offer Fedex shipping and our customers choose their shipping. This has been going on for the better part of 2 years now with the failures. I have talked to many Postal Operations Managers. None of them seem to care or are willing to help. When I ask them for contact information of their supervisors or to whomever can help me fix the issue. They refuse, I call consumer affairs they refer me to the Postal Operations Managers. This gets me no where. This is a frustrating cycle I go through every week. Between the hassle of going to the post office to get the refunds for failed shipments. The abysmal online forms that take longer to fill out than hand writing out the forms for refunds. To calling consumer affairs to be promised a follow up call and never receiving one. How do I contact someone above a Postal Operations Manager? Because the current Postal Operations Manager in my area David Huelsbeck is exceedingly useless. It shouldn't take a 1 day express 5 days to get there, furthermore it shouldn't take over a week to get refunds for the failure because the local post office is "too busy". I submitted forms for $1200 dollars on Saturday June 4th. I went to retrieve them Today June 9th. I was told they weren't ready yet. This is usually the case I will probably wait 2 weeks before I'll see that money. Running a business and tying up 4 or 5 grand a month for failed expresses hurts our business. That is money we need to conduct business. Please help as my company can't keep wasting all this time and resources. Is there anyway I can talk to whoever is in charge of the Ohio Valley District or in charge of the sort facility at City Gate to attempt to get this issue fixed. It's been going on for 2 years now. Clearly there are people in management not doing their jobs without any repercussions what so ever.

    Jun 09, 2016
  • anon

    The post office is the best thing about my experience living in America. Not once in a decade of selling and buying things has the post office ever lost a package to me or to my destination, across the entire continent and from outside it. It's easy to complain when things go wrong but much less like human nature to point out a good thing, especially one so easily taken for granted as mail actually getting where it needs to go, constantly. I think that the USPS is the finest thing about this country, and perhaps the ONLY thing I can praise without reservation. Thank you for your enduring dependable service. I wish I had better eloquence for it, but this'll have to do.

    Jun 09, 2016
  • anon

    I am complaining about the long wait time at the Post Office on Martin Luther King Drive in Jersey City, NJ. The staff is very rude. My problems is you have a lot of Senior Citizens going yo that Post Office and some Seniors can't stand that long on their feet. I went to that Post Office on Friday. The service is awful, the Postal Employees sure have a little respect for their elders Senior Citizens Myself

    Jun 06, 2016
  • anon

    The incompetence of my mail man is astonishing. It's honestly like USPS let's their employees do whatever they want and get away with it. The other week I had a very important document arrive at my home, and on the front of the envelope in big, bold letters it said "DO NOT BEND" and my mailman shoved this document (that I could only get once) into my mailbox, and when I opened the envelope, said document was very bent and crumpled and had a tear in it. And that's on top of him always being on his phone or smoking cigarettes while he's delivering the mail, it leaves our mail smelling like tobacco and it's extremely unpleasant, He's obviously distracted because we constantly get mail for our neighbors who live in the back of our building (even though their mailbox is 2 inches away from ours). Sometimes we won't even receive our bills even though they had been sent by the companies, and we have to contact them or end up paying our bills late because we never receive them. Or like two days ago, we received a persons prescription medication who had the same number address, but lived on a different street. I wrote "Wrong street, please return to sender" and put it back in the mailbox so he could see what I wrote. But instead of grabbing it and taking it to the right address, he just stuffed todays mail on top of it. When we receive packages through USPS, he'll go halfway up our stairs then throw it to the top of our porch. It's extremely irritating knowing your mail isn't being handled right and no one is doing anything to change this.

    Jun 04, 2016
  • anon

    The post office 44101 in Cleveland Ohio has a problem missending packages over and over. In one weeks time three of my packages were missent multiple times each. I suspect either total ineptness or intentional errors. This office NEVER answers the phone. The fact that they are getting paid at all for this lame service is a fraud.

    Jun 04, 2016
  • anon

    What is wrong with the US Postal Service these days? The people who deliver mail never seem to deliver it at at or around the same time (sometimes at noon and sometimes at five), they usually just cram the mail into the mailboxes to the point to where by the time I get my mail it's all crumbled and sometimes even damaged, if you try to call the local post office about an issue nobody will ever answer the phone ever (what is the point in even having a phone number if you won't answer the phone for anything or anyone?), you go to the post office and the lines are horrendous and move slower than any line of any place you can go to, the people at the counter are always rude and condescending and work extremely slowly as if to increase the stress level for everyone on purpose, and there seems to be zero accountability or even care for these issues. No wonder some members of Congress actually want to get rid of the Postal Service altogether. I'm starting to agree with them. If US Post Office wants to survive in the 21st century the first thing they need to do is revamp their customer service skills, delivery skills, availability in post office to actually answer local phones and assist (the toll free number is not helpful when you want to speak to a person at the local office), speed and rate in which they assist, and overall performance. I know none of this will happen because it seems as though they are in the "I don't care" phase of their operation. I guess I'm just glad the USPS is not a forced monopoly like energy companies. At least we have a choice in mail service. Unfortunately, government agencies still use US Postal Service for official mail which most US citizens at one time or another receive from the US government and thus are forced to deal with the single worst customer service experience should they have to go to the post office. Example: Something was sent to me by the IRS. I was home when the mailman came he did not bring the certified letter to my door he just put a note in my mailbox saying "sorry we missed you" along with instructions on how to pick up my package should I not be home when they attempt to redeliver. Apparently they attempted to redeliver the very next day while I was still home because I got another one of those notes saying "sorry we missed you". And then again on the third day same thing. My front door is next to my living room and so I would know if they even bothered coming to my door plus I can hear them coming up my stairs (if they had bothered to). So I called the postal office and nobody answered the phone. I tried again and nobody answered the phone. This went on for hours. Why did I call? To find out if they could resend it. The post office they want me to pick it up at is across town. Not the local post office down the street from where I live. No, the one across town. The main post office. The one that's busy all the time with the slowest rudest customer service you will ever experience. The one with very little parking. Yeah that one that I now have to make time for to deal with something that's probably going to give me a migraine. "Going postal" should now be synonymous with dealing with the post office and the negative experience you're bound to endure.

    Jun 02, 2016
  • anon

    To clarify, my experiences were and are in Kent, WA. I wanted to clarify this so that my comment can be put into context of the area I live and because I have noticed other comments include locations. Thank you.

    Jun 03, 2016
  • anon

    There is one person working in a post office building with approximately 20 people waiting in line. 111 Alvarado DR SE Albuquerque NM 87108. Fraud waste and abuse of all these customers time and the surrounding area. This is unacceptable service.

    Jun 01, 2016
  • anon

    I've been waiting at the Oakland, CA station to pick up my "priority" package for AN HOUR. In this time, there is one window open and four "customers" (perhaps "hostages" is a better term). There are 12 people in line and its 4:40 pm I don't even know if they've returned it to the sender. Why should I ever allow anyone to send me any package through the USPS again?

    May 31, 2016
  • anon

    I just saw a new Postperson not pick up my mail. Everything was as it should have. There is no excuse for someone, old and new, not picking up the mail when there is an arrow up.

    May 31, 2016
  • anon

    Funny how the first ten comments are all negative. My experience is surely the same thing. I'm a local business owner in Las Vegas Nevada that spends hundreds of dollars a month for postage and can't even get mail delivered to my business address. I think my mail carrier has a vendetta against me because I went down to my local post office and complained about him so many times. He'll say packages were delivered that were never left. I have video evidence that he never even showed up on the date and time that tracking says it was left. Of course no one at the local post office can help me. Their catch phrase is " I don't know why you can't get your mail" It's almost a running joke every time I show up at the post office. It's like "uh oh here we go again". Like others commented before, this message will probably fall on deaf ears but I think its an indication of how frustrated people are with USPS that they will take time out of their day just to leave a complaint knowing that it will go nowhere.

    May 27, 2016
  • anon

    On May 18th, Natasha at the Carnarsie post office proved that she's an asset. She assisted my children in obtaining a passport. She was patient and understanding. It became necessary that I express my gratitude for her outstanding service.

    May 26, 2016
  • 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

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