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 (493)

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  • anon

    After experiencing a major frustrating problem with a lost package, Wendy, at the Harper's Ferry WVA post office, could not have been more sympathetic, responsive, and generous in helping me. She made what was virtually a nightmare actually pleasant. I strongly believe she represents the best of your employees and hope she will be rewarded.

    Apr 27, 2017
  • anon

    trying to track a package, expected delivery day Wed.4/26/17. It is now the 27th. Tracking shows the same 4/26/17 delivery date, package in transit. It was "in transit" yesterday at 5am!! It is now 34hours later, no update, long time to be intransit. Called and got a long recorded voice with many options. I said yes to answering a survey after the call was completed by usps. Time to wait for person was 40 to 50 minutes!!! I hung up thus cancelling my ability to answer the survey. email options by usps were no help, no help. What an organization, What a business!!!

    Apr 27, 2017
  • anon

    I went via electric bike to the post office while my car is in the shop. I just had my last bike stolen after it was locked with an expensive lock, so I merely asked the postal clerk if it was ok if I brought it in for a few min (2 people total in front of me,) but the clerk rudely stated no and I should have "thought about that before I shopped." I told him I would take my business elsewhere, and another local substation was more than happy to let me bring my bike in for a couple min. This clerk has been ride to me on several occasions. He's an African American man. He seems to be rude to white people only, and jokes with people of color. PREDJUDICED AND RUDE!!! This is the station by Trader Joes, on Sunset, in Henderson, NV. I won't be coming here ever again, and I will MAKE SURE TO TELL EVERYONE I KNOW!!!

    Apr 25, 2017
  • anon

    I had an aweful experience in the Inola oklahoma post office. The lady at the counter was rude, unfriendly and not helpful She kept saying she didn't understand and that I was confusing her. I was trying to forward mail to a different address for a business. A worker from the back had to come out and then all went fine. This is not the first time myself or family have had to deal with this woman's rudeness just the first time I have done anything about it.

    Apr 21, 2017
  • anon

    I just wanted to commend and say how wonderful our mail person is. He is so wonderful and goes beyond just doing a job. He's kind, thoughtful and so courteous! He just really nice person. I've told him myself, but wanted to tell the postal inspector office too! In the day we live in its truly nice to have someone who cares about his job and those he serves. So thank you Larry! He serve from the Sacramento, Ca. 95824 zip code! I hope he will continue to be our mail person. Thank you, Janice and David Silvera

    Apr 21, 2017
  • anon

    I just wanted to commend and say how wonderful our mail person is. He is so wonderful and goes beyond just doing a job. He's kind, thoughtful and so courteous! He just really nice person. I've told him myself, but wanted to tell the postal inspector office too! In the day we live in its truly nice to have someone who cares about his job and those he serves. So thank you Larry! He serve from the Sacramento, Ca. 95824 zip code! I hope he will continue to be our mail person. Thank you, Janice and David Silvera

    Apr 21, 2017
  • anon

    Tillamook Oregon PO 97141 Excellent service, friendly and helpful. All clerks are top notch and we send packages nearly every day. USPS is one example of how Constitutional requirements for national mail are well met and exceeded. Thanks, Glen and Dorothy Linscheid

    Apr 20, 2017
  • anon

    I utilize your Severance/Cleveland Heights Oh location often. While I have to say that USPS makes my eBay shipping very easy, I can't say the same for the aforementioned location. The employees saw me waiting for help yet continued to chat with each other. When I was finally helped, I was spoken to in a very rude manner. This has happened SEVERAL times, unwarranted. The employees in the Akron,OH location on Wolf Ledges near my job are never like that. It is just plain disrespectful when I go above and beyond to be nice. This is just flat out unacceptable and I would really love to see something done about it.

    Apr 19, 2017
  • anon

    Im extremely disappointed with the customer service from a call back # 678-279-7980. I was hung up on by a lady in customer service. I was trying to file a claim for a missing package and the lady was very rude, short, and unprofessional. I expect USPS employees to be trained properly and able to handle unhappy customers who didn't receive their package. The fact that she hung up on me is grounds for termination. Very very innappropriate.

    Apr 19, 2017
  • anon

    I went to the (Hayward post office) this afternoon to get my passport and standing in line for 2.5 hours(NO CHAIRS) . I was instructed to arrive 30 minutes prior to 1pm and the numbers were not distributed till 1:35pm. I also noted that the employees were ONLY one certain race. No type of diversity. Terrible coustomer service.

    Apr 18, 2017
  • anon

    I have the same complaints with my local postal center and carrier as most people who have left written complaints...and I relate to their frustration. You are right..we pay for this service which pays the wages for office staff and carriers. So it is unacceptable. But my experience today was worse. After spending too much time tracking down my mail and a package requiring a signature they asked me to assst by participating in a survey..I agreed thinking it was good that they are at least getting feed back so they can improve the service and hire better people. So the survey begins and it is an automated survey. Every question asked had to be repeated because the automated operator or surveyor could not hear me. I answered again after she started at the beginning and raised my voice...again she could not hear me and proceeded to begin again..by the third or fourth attempt I felt my blood pressure rising so I quickly hung up before I absolutely lost it and threw my phone at the wall. Oh my word...why do they try? They can't even get a survey right and have no idea it is broken because it is not a real person. The government needs to pay attention...we pay for this service .... it is not paid with our taxes...so how is it that anyone you deal with is allowed to have a bad attitude. It is obvious that most people working for the postal service hate their jobs. It is obvious that they are not trained or educated. I owned and managed a business for 23 years so I know what it takes to keep customers happy. If we received a complaint we immediately dealt with the procedures and/or people creating the problem and apologies were sent out. I read above where it stated that servicing so many people nationwide can be daunting..and is always the justification...but I'm sorry it is not acceptable. They know what they need to accomplish everyday so it should be easy to hire enough people and properly train them to take pride in doing an excellent job. Postal people do not care and think they have the right to let you know how they feel. Well I could go on and on but enough said...except..People beware of the survey...you will lose your mind!

    Apr 17, 2017
  • anon

    Carriers regularly leave my large and expensive packages on the doorstep of my apartment complex! I have NEVER authorized this, and have repeatedly asked them to NOT do so as we have had many packages stolen. Carrier also never bothers to ring the bell. I often get notifications that I was not home to deliver to and instead they have left on the doorstep even though I had been home and waiting for the delivery. I wish there was a way to remove myself from their services completely and only use other companies. I've never had any of these issues with FedEx.

    Apr 14, 2017
  • anon

    The post office in Detroit MI on Schaeffer Hw. Is horrible, there customer service skills are terrible. I went in to resend a package, and as I walked it the tone and manner that was taken with me was unacceptable. How ever I let it go. I didn’t even get to ask the question I had because of her tone, so I had to figure out what I need on my own. Them by the time I got to the front of the line, the person there that was supposed to help me was no help, I have been to other post offices before in the surrounding areaso and there customer service skills are near perfect. I have never felt this upset before overeturning something this small, and all I needed was the proper information to be able to resend a package.

    Apr 13, 2017
  • anon

    Resently I had my social security card sent to Travis AFB. The manager Amanda at this location confirmed and apologized to me about one of their employees not properly filling out paperwork. I told her I would find out if it was sent and return to her with the information. Today I returned to see if they had been able to locate the social security card they had lost. Joe is the man i spoke to who was unfriendly , disrespectful, and all around rude. Every question asked was met with sarcasm and that he couldnt be bothered , he then blamed me for not having my name on the box. This is a government document that I was told to check back on. I was also told by the Social Security Office that if this didnt get to me that it could mean theft. Even though the manager admitted fault. My husband is in the hospital during all of this. I asked if that was the way you treat people . He response wasnt an apology " you took it the wrong way".

    Apr 13, 2017
  • anon

    My mail carrier is being very mean I went to return a scammy letter and she said in capital letters IM NOT A TRASH COLLECTOR. I am very disgusted with your service fix this immediately.

    Apr 10, 2017
  • anon

    I just sent a package out from your post office in Monroe NJ. I will NEVER go there again. Person was unfriendly and when I asked her to tape the box I had to buy a roll of tape. Your website states supplies are free when you are shipping to military but obviously that is not the case. I will be using FedEx to ship from now on.

    Apr 08, 2017
  • anon

    My attempt at tracking a USPS delivery fell far short of my expectations. Every attempt resulted in a request to download another program on my computer. I should have realized that a government program would have to be as complicated as the tax codes.

    Apr 07, 2017
  • anon

    "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." - This statement is so true. A good customer service experience is like oxygen. Very necessary for survival but we take it for granted. We are a small business selling flange guards. Around a couple of years ago, the contact us button on our website www.indanasteel.com stopped working and it led to a decline of sales by 70%. I would like to congratulate you on the terrific services that you provide. USPS has been one of our go to solution for affordable postal communications between our dealers in the US.

    Apr 07, 2017
  • anon

    I live out in the country. Have an FM address. This is a route in Lubbock Texas. zipcode 79424. I work with law enforcement and work crazy hours. For the last two years, my service has become worse and worse. I have checks that are not delivered, have the neighbor's mail about a third of the time. i have checked before REMAILING their mail-----there is a complete address. I have a concrete block with my numbers written on it for easy delivery. The neighbors on the North side of me have nor problems, but I guess the carrier gets tired by mine and does Not care at that point and jams it all in mine or goes to the South neighbor (the one that I get mail all time for). I have put up with it because I know it sometimes can be a thankless job, but in the last year, I have had to call on 5 different occasions on checks that show Not to be delivered but mailed from the companies. As a law enforcer, if I worked on this same type of system of half doing my job, the person that delivers my mail could be in trouble. I do my best to cover all areas in my job and expect all people dealing with public to do the same. Thank you for this matter.

    Apr 06, 2017
  • anon

    Where are the 1st class package and parcel post packaging RATES? The NEW USPS Site doesn't give any options - it's all about greed! I've been on the phone forever waiting to talk to a USPS REP! Anxiety ready to explode - blame my death on the Greedy USPS!!

    Apr 05, 2017
  • anon

    I shipped a standard registered package from Jacksonville AR April 1st 2017 scheduled for delivery to Carlsbad NM on April 4th 2017. It has traveled from Jacksonville to Little Rock, AR to Memphis, TN to Las Angeles, CA to Coppell, TX and I hope the next stop is Carlsbad, NM, the final destination. This trip will be 3800 miles and it's only 789 straight through... How in the world does the USPS make any money? Typical government inefficiency at it's finest...

    Apr 05, 2017
  • anon

    The post office in Jennings, MO has been displaying/flying the flag in half-staff position for the last three months. The national flag is torn and tatter and is in poor shape/ragged. When displaying the flag, you should always raise it briskly and lower it ceremoniously. The US flag is the most notable of symbols for our nation. We should treat the national flag with the respect it deserves.

    Apr 04, 2017
  • anon

    Was speaking with a female employee at the Cedar Park PO this morning at around 8:20 am. , asking how to have a parcel held for me due to incorrect address. She told me to have it intercepted and when I asked her how to do that she said goodbye and hung up - totally on purpose! I was shocked. Until now, I thought the stereotype of rude postal employees was unfounded. Very unhappy with this behavior.

    Apr 04, 2017
  • anon

    I HATE the new USPS Web site !@#! - can't describe my anxiety level right now! Where are the charts with Parcel Post and 1st class mail? HELP ME and return the old site!!!

    Apr 03, 2017
  • anon

    Terrible service. I paid for a package to arrive by a certain date, April 2nd. Tracking shows it was shipped on the 31st and arrived at the facility on April 1st. Today is April 3 and no delivery. Spoke with the mail carrier, then the supervisor. Basically they said yes, it had arrived, but has not been sorted. So instead of being delivered on time it is just sitting there waiting for someone to get it to the mail carrier. No attempt was made to help connect me with my package, even though it is sitting there waiting. Unbelievable!!

    Apr 03, 2017
  • anon

    The last time I entered the post office was about one year ago. I was welcomed , with a smile and warm sincere hello . She actually worked for the uspo . She was professional , friendly and out of her way friendly. Not only was she outstanding but all the staff at the counter had smiles on . The whole environment was uplifted with positive energy. Every person was addressed with a greeting and wishing them a good day. I watched the people faces light up as they walked out the door. I still can not believe it was the same post office I was in one year ago. I lived in this community for 28 years and never experienced anything like this at the post office. Pinch me.

    Apr 03, 2017
  • anon

    I have never as a customer received such a rude service as I did today from USPS. I went in to mail a package and selected a box, which I then attempted to assemble. I asked if they had tape and the clerk rudely pointed to a roll of tape. I asked if they had scissors to cut the tape, and was told No, that I needed to poke the tape. I did not have a pen to poke the tape and I was unable to tear the tape with my hands, so I used a dull electronic pen which was not able to cleanly separate the tape. No pens were available to address the package, so I waited in line to ask a clerk if I could borrow a pen. The clerk handed me a pen and I moved aside to allow the clerk to help another customer while I addressed the package. When I had finished addressing the package I stood behind the customer who came in behind me, and the customer turned around and said he was going to be a very long time with that clerk. So I then moved to another clerk who told me I had to wait in line again to be helped. The clerk was extremely rude to me. I left and mailed my package at UPS. It is insulting as a taxpayer and paying customer to be treated the way I was treated today. I will never use USPS to mail a package again. I can provide a description of the clerk who was the rudest to me, though one other one also was very rude.

    Apr 01, 2017
  • anon

    My experience with the post office is so unfortunate. We have one indoor dog and one outdoor. We all of a sudden stopped getting our mail. We go to the post office and they inform us we need to change the gate to the backyard or else get a PO box. So we changed the gate. Then a little while later we stop getting mail again. They then inform us we have to change our screen door to the house to a metal one. We do that. Then again we stop getting our mail. Oh goody, what must it be this time? We now have to have the metal door and the main door into our house closed, not just the metal door, or get a PO box. Not once have we had an incident where one of the dogs got out. Our neighbors still have a torn up screen door but get their mail with no problems. We've gone to the post office to try and find a solution but they are no help. They bully customers and treat us like crap for no reason. Everyone is so afraid to complain because it is so easy for them to just not give us our mail. There has to be accountability!! Don't lie to my face and tell me that in the past 4 days I haven't gotten any mail! That's just untrue!!! I can track packages to the post office in Buena Park, 90620 so I know there is mail there! They harass, bully and treat customers horribly instead of trying to work together for a solution.

    Apr 01, 2017
  • anon

    My experience attempting to do something as simple as schedule a redelivery for a package was a truly a harrowing experience. Twice in the last 3 weeks, I have had the dreaded "sorry we missed you" card placed in my mailbox. As I work from home all day, I am fairly positive that the delivery guy isn't even attempting delivery. This wouldn't be such a big deal if, like Fedex, they simply tried again the next day. But no, I have to manually reschedule delivery. Which wouldn't be such a big deal if they actually checked the redelivery requests. But they don't. I have made multiple online and phone requests for redelivery (after waiting on the customer service moat for 40+ minutes BTW), only to watch the delivery date pass by with no delivery, and eventually the packages are sent back. It is impossible to talk to anyone who has any authority - the customer service representatives can only reschedule delivery on their systems, but their requests seem to be ignored. The regional office goes straight to an unbelievably long and unskippable voicemail message, and does not return calls. The direct line to the post office (East New York) is perpetually busy. There is no attempt whatsoever being made to resolve my situation. I do not have hours to invest on resolving this issue every time the delivery guy is too busy to ring my doorbell, and as a New Yorker without a car, getting to the post office several miles away is not a practical option. Every single step of this process feels like I am up against the bureaucracy in the movie Brazil. It is difficult to put my exasperation into words, but suffice it to say that I will be making every attempt to avoid giving USPS my business until they fix this.

    Mar 31, 2017
  • anon

    My experience with the list office is not very pleasant!!!! In Feb I rented a box, for the businesses that I hadn't done a change of address with, the time it took to receive mail was ridiculous!!! Had two checks mailed out from a business, one on Feb 24 and one on March 3. On the 16th I had to fax a letter to the business to reissue the checks to the PO box. Both Checks showed up finally on the same day as the reissued ones that took 3-4 days. The fact that it took at least 3 weeks to get something when they tell it should only take 7 to 10 days is crazy. You guys really need to get on the ball.!!!! You obviously need to hire more people or make whatever changes necessary to get people their mail faster. God forbid there's something that you may have to respond back to by a certain date, because more than likely you'd be screwed!!!!

    Mar 30, 2017
  • anon

    3/29/217 I live in the small town of Spanish Fort, AL., and the local post office is small and quaint. I stopped by earlier in the week to purchase one stamp, two clerks were on premise. There was a total of four people in the building counting the clerks, one helping a customer with a large request and the other stamping documents. I waited in line for approximately five minutes with no one acknowledging my presence. A few seconds passed and a white female customer came in and was promptly cared for by the clerk stamping the documents. upon completion of the task she returned to stamping papers as if I was invisible. After waiting a minute or two I left the building and promised to never to use this facility again. In my opinion the actions of your employees were crude and totally unacceptable for government employees.

    Mar 29, 2017
  • anon

    HORRIBLE, THE WORST CUSTOMERS SERVICE. They don't want to answers your questions and if they do, they don't do it properly and they do in the rudest way possible terrible!

    Mar 27, 2017
  • anon

    Me and a colleague were actually kicked out of the post office for asking a question. The postmaster Andrea Gunnerson in Bountiful, Utah actually said we are just one of many customers. Apparently USPS needs FEWER customers. Maybe the bad treatment of customers is intentional?

    Apr 07, 2017
  • anon

    Today (3/24/2017) the letter carrier did not close the door on may mailbox and at least one envelop fell out. It could have been more but will never know because we have really strong winds. Have had problems before (although not this particular one) over the 36 years I have lived here.

    Mar 24, 2017
  • anon

    Have used the local St. Paul, MN office twice recently needed to send out some packages. No wait both times and received quick, professional and friendly service. Happy to have this office within walking distance.

    Mar 23, 2017
  • anon

    Applying for passport for a minor in the Bay Area is a such a nightmare. The kid is in school and school frowns upon taking them out for anything because schools get paid on attendance. Walk-ins to county offices are from 8-12, i.e. during school hours. USPS phone lines are not picked up, ever. Appointment slots are all taken for the next 4 months, no doubt thanks to recent heightened immigration concerns. And USPS for walk-ins have such drastic procedures of showing up in the morning to write your name for day's appointment slot, then return in time with all paperwork in tow. This is 21st century, can't we get appointment reservation online? Talk about Russian influence on US government, this is where it is front and center. Russian bureaucracy would be proud.

    Mar 22, 2017
  • anon

    I recommend to all to forget calling their nightmare of a 1-800 number. Instead, call straight to your local office. When I did so, it took a fraction of the time to find much more detailed information. Perhaps they will do something about their service if we tie their employees up with answering our gazillions of questions.

    Mar 22, 2017
  • anon

    I ordered my package over a month ago and it still has not arrived. Was it sent by clipper ship?! I have been tracking this item for three weeks now and I'm very disappointed to see that it sat in customs for nearly the entire time and didnt move until I requested it to be redelivered. My small business suffered because of this. If you promise to deliver an item within sixteen days, we will expect you to do just that, and we plan our business according to that promise. I would prefer to not use FedEx, but I may have no choice. Either way, I still pay a lot of money to get shipments within a timely manner. Thank you for your attention. -Chef Jon McClelland

    Mar 22, 2017
  • anon

    Your customer service is beyond HORRIBLE! How is it possible that I cannot speak to a live agent. It is unfair that I pay for services and your postal workers claim they try to deliver my packages when I was home all day and my bell never rang.

    Mar 21, 2017
  • anon

    I have been using the Temporary Change of Address service for 2 years now and the past year has been a series of one mistake and utter disappointment after another. My husband and I split our time between two homes in two cities/states and thus utilize the Temporary Change of Address service which used to be effective and efficient but for the past year, it has been a complete failure on the part of the USPS. After a long confrontation today with a "supervisor" I am speechless and appalled at the level of accountability and the explanations of how the system works and how it fails. Basically I was told that they were doing the best they can and that I shouldn't trust the online systems as they are managed by a 3rd party contractor. I was told to fill out hard copy forms (from now on) and personally hand them to a postal clerk in order for them to be processed correctly and in a timely manner. When I explained that I had tried to utilize the hard copy forms over the past several weeks and that there were never any forms in the rack, I was told they couldn't be kept in the rack because people "take them". Well, that's what they are for! For people to use and take them. Again, utter frustration. In the end, I left completely deflated and defeated with no resolution. It's basically a broken system. The person who is in charge of putting my mail in my Post Office Box told me that she hadn't gotten around to forwarding my mail yet even though the order was to begin 3 days ago (and was filed/submitted over a week ago) thus mail was sitting in my PO Box rather than being on it's way to it's "temporary change of address" location - and a reply of "I'm doing the best I can". In December (3 months ago) my mail never showed up at the new address after 3 weeks of the notice being effective so I called the phone number on the paperwork and was told the person at my old post office never received the change order - this has happened time and time again over the past 12-15 months. Eventhough the confirmation letters I receive indicate that that there is a "computerized forwarding system" the postal worker told me she has to manually pull my mail and hand write my new address on the mail in order for it to be forwarded and sometimes she doesn't have time to do this everyday. Really? How effective can a computerized forwarding system be if one person has to hand write addresses on each piece of mail in order for it to be sent correctly? Where is the accountability with the people who work at the Santa Ana Main Post Office (92799)? They truly don't have pride in their jobs nor do they feel they have an obligation to be efficient. If a Temporary Change of Address is a service that can no longer be offered successfully, then it shouldn't be offered. The US Postal Service shouldn't over promise and under deliver.

    Mar 20, 2017
  • anon

    I put a forwarding mail order in on Jan. 31. As of today, March 20, no mail has been forwarded and I just checked in my old office and found that mail had been delivered there. I stood in line for 25 minutes regarding this issue last week, was told they would call me to inform me about what was going on. They never called. Have just been on hold with USPS for 45 minutes after being told the wait would be 18 minutes. The hold music was atrocious. I finally spoke to a very friendly representative to be told that they would check into it....

    Mar 20, 2017
  • anon

    HORRIBLE COSTUMER SERVICE! Always late with my mail and have me waiting hours on the phone waiting for a representative that NEVER ASSIST ME!! I end up hanging up after waiting 2 hours on hold and I still have no talked to a representative!!! Horrible costumer service!! This is ridiculous!!!

    Mar 20, 2017
  • anon

    THEY DO NOT RING THE DOORBELL!! This is the second time I am home waiting for my package and I checked the tracking information to find it say they attempted to delivery the package. My doorbell works and because they don't use it I have to go and wait in line.

    Mar 20, 2017
  • anon

    I just called USPS LA facility in Inglewood (310)649-7400 to inquire about the package I've been tracking from overseas that seemed to be stuck at the facility without updates for 10days. The lady I spoke to told me that it's been processed in customs and there's nothing I can do but wait. I told her the package seemed to have cleared the customs and it says "in transit to destination" 10 days ago. Then she said "I already said its in customs and you need to wait". So I asked her how long am I suppose to wait? She said she doesn't know how long and I'm making her repeat same thing. I said, If you don't know how long I need to wait to report it missing, she just said "Have a good day!" and hung up the phone. She was extremely rude the entire time even though all I wanted was to ask her some questions. I did not get her name but I hope you will listen to some of the recordings of your agents and the customers, and improve the customer service.

    Mar 20, 2017
  • anon

    I sent a government document through USPS using "Certified Mail" from Richmond, TX. The post office told my wife that it was lost and offered no recourse. I'm now on hold after calling 800-275-8777; the stated expected wait time is between one hour (1 Hr) and one hour and four minutes (1Hr 4min). The Richmond USPS doesn't seem to loose the junk mail...

    Mar 20, 2017
  • anon

    I was trying to get an update on a package that I was supposed to receive today, but per USPS website, it has been delayed due to regional weather conditions. All Post offices here in the North East have resumed operation after Winter Storm stella last Wednesday and you have absolutely no one to speak to or contact to provide you with information. Your consumer office in Farmingdale is supposed to be open until 4:30PM everyday, but when I called beginning 3:45PM onwards NO ONE even bothered to pick up the phone. Is this the type of people that deserve to get paid a hefty hourly rate? This was even supposed to be the consumer relations dept. I think you should revamp the people that work in Farmingdale as I hear a lot of issues there with mail tampering and theft.

    Mar 16, 2017
  • anon

    Took me long to get my college degree. Finally came in on Jan 9,2017 and guess what that carrier bend my degree and jammed the cardboard envelope into my small mailbox. It says on the front of the envelope "DO NOT BEND" Apparently that carrier didn't read carefully! Usps customer service is poor... almost a week now I can't reach anyone and would wait super long just to get to talk to a rep. Instead of changing the system every month, please change your reps and learn how to handle customer service/support correctly!!!

    Mar 15, 2017
  • anon

    Can someone please explain why an article sent on 3/2 from Jefferson City, MO to Kansas City, MO "travelled" all the way to St Louis, back to Jefferson City, to Columbia, back to Jefferson City AGAIN, then to St Louis YET AGAIN, to Columbia, then again back to Jeff City!, to Columbia, to Jeff City, To St Louis, to Kansas City, KS, to Des Moines, IA, to Kansas City MO, to Kansas City KS, to Columbia, to Jeff City MO again, to Columbia, then back to Jeff City MO on 3/15 at 3:04am. It is showing departed USPS Facility .... where is it going now????

    Mar 15, 2017
  • anon

    I used priority mail to send a certified check to Trinity Episcopal School on March 3. The school was closed for spring break. On March 13, I scheduled re-delivery. Tracking showed no progress. On March 14, I scheduled re-delivery..today, tracking shows no progress. Please advise!!!!

    Mar 15, 2017
  • anon

    Thank you to the staff at FDR Station and Grand Central Station for finding a mislabeled package and sending to the right address! Great help!

    Mar 15, 2017

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    Ricky, I'm having the same issue. I mailed out about 20 or more vendor bill payments on April 10th, all are missing and have not cleared the bank. The post office said they are having major...
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