Your Experience with the Customer Experience

Apr 08 2013
OIG Blog Category: Products & Services 888 Comments

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 (888)

  • anon

    I hate USPS! I've had an online business for 4 years now, every day I ship out at least 10-15 orders all over the world. Each order contains goods valued at a minimum of $50 to a maximum of $300, meaning if one would be lost or go missing that would mean a lot of money down the drain. I trust USPS to take care of my packages and ship them to the correct destination, however USPS has failed me up to this day they have lost a total of 20 packages each valued at $200-$300. When I file claims and talk to different people at my local post office all they ever tell me is sorry it got lost and when I try to claim the insurance they find a million excuses to not pay. It's a complete disappointment how bad of service they offer and how rude and useless most of the workers are.

    Feb 28, 2017
  • anon

    I've spent 30 minutes trying to complete your "missing mail" inquiry; it keeps rejecting, saying "...insufficient description", even after editing numerous times. If the USPS were a business you would be bankrupt years ago. The people in my local PO are great, but this last experience is crap.

    Feb 28, 2017
  • anon

    The front counter employees at the cherry lane post office location in Fort Worth, Texas are very courteous and professional.

    Feb 27, 2017
  • anon

    Rudest customer service I have EVER experienced. The woman I spoke to literally said "not to be rude, but that is not my problem" then hung up the phone. If you work for USPS, and USPS lost a package, how is that not your problem?

    Feb 24, 2017
  • anon

    USPS tracking is a joke! --- My package (Retail Ground) destined for Albuquerque New Mexico over the past 9 days has been to Memphis> Denver> black hole DesMoines Iowa 50395> St Paul Minnesota> back to black hole DesMoines Iowa 50395> now I don't know where since USPS tracking has not updated in the last two days! Don't do package business with USPS, you'll be sorry.

    Feb 24, 2017
  • anon

    USPS just loses my expensive package in the sorting facility in Kearny, NJ. I call USPS every day for 2.5 weeks. Opened 3 cases, and talked to 2 supervisors from orginating and destination post. No willingness to help. Tell me its impossible to find my package calling it "a needle in a haystack". They won't bother to even look, and just tell me I should hope that the package just "turns up" somewhere. Filed a claim, but will run into issues as I no longer cannot find the receipt. How can you lose a package, have no idea where it is, and at the same time be incompetant and not help? I want to tell USPS to stop delivering my mail because if I didn't have to use their service I wouldn't because they are unreliable, unable to help, and don't take responsibility for their actions.

    Feb 22, 2017
  • anon

    I honestly hate writing bad reviews, but these couple of weeks I have been SOOO DAMN STRESSED OUT because of usps services. Always being lazy, losing packages & never trying to rede liver. I mean it's a part of your job, why not take it seriously? What is so damn hard about delivering a package to someone's house. & the worst part is, when you have to contact usps on your own. The stupid talking machine gets you frustrated, because there is NO such thing as press this key to get in contact with customer service.And if by chance you are transferred over to customer service, the annoying elevator music starts playing. Waiting hold is hours long, with the music playing just to snooze you off. And if you aren't transferred to customer service you're Instead left with the repetitive questions that start to irk you! "I'm sorry, I didn't quiet seem to understand you, please repeat". I just feel like company's should stop sending packages through usps.

    Feb 21, 2017
  • anon

    Package 2 day priory mail still I Dallas since 2/12/17. Apparently only computers are able to redirect package. Average holdtime for customer service 1hour if of course you can get through the lengthy & frustrating recording. Even esclading the problem to Columbia, SC has not solved a simple issue of someone pulling the package & redirecting it to Charleston, SC. I am on my third case number & still have had no satisfactory response with daily calls. It does not matter with whom I speak with, I receive different answers & no follow up. I am unable to contact any one but the 1-800 number who's is totally misnamed customer service-- no service, no follow through, canned responses & no common sense. I truly believe that reassign is not a requirement for employment. All I want is my package delivered or returned to me so that I may find a more dependable service. I have suggested that Amazon start a mail service as the have 99^ accuracy and a customer service team that cares.

    Feb 17, 2017
  • anon

    my package was lost and I have no way of getting reimbursed for this. Customer service is non existent on the telephone and I get an error message everytime I try to make a claim. When is the media going to get a hold of this and reveal what a scam this is??

    Feb 15, 2017
  • anon

    I am quite certain that no one in monitoring this website, but needed to voice my frustration somewhere! I received notification that a package was delivered to my mailbox on Saturday. Problem is, it wasn't. I promptly went to the usps website to file missing mail claim because time is of the essence! I have continued to fill out this missing mail form in every type of web browser known to man, cleared every cashe, sent from pc, pc lap top, Mac laptop and from phone, and ALL received same error message 400 bad request. I sent direct email to technical support and have not received response. This service is crazy bad, almost unbelievable- but guess what? Government doesn't care! They are the only game in town! I can't wait the next time someone says they want a single payor health care system!!!!! Lolololol!! Ok, now I feel better and won't scream at my mail carrier when I see him in a couple of hours!

    Feb 13, 2017
  • anon

    I'm not sure this is the correct place to make a complaint however I have been sent here so hopefully this will see some resolve. On 29 palms base we are having huge issues with the customer service. There is one particular woman who works at the post office who is so awful that many people would rather drive 20 minutes into town to avoid her. She is rude, and not nice to deal with to say the least. Just this morning she told me to move aside so she could serve one of her friends bc I was still writing... I told her I needed stamps so while I stuck the sticker on my box she could do that and then the box... I was told She would serve her friend first. Not me. To which i was also given eye rolls, and so much attitude that I had to ask her not to be so rude to me or speak to me that way. Previous trips have included her leaving the post office to go outside to the mailbox while there were 4 people in line waiting to be served. She saw all of us in line and left anyway. She has told me before I cannot mail a package unless she knows what is in the package - which I don't think is her business and believe me the list could go on and on. I have brought this to the attention of the base and hopefully they will take action also. I think this particular woman would best be suited not dealing with customers, or maybe not on a military base bc she seems to be friendly to all the civilian contractors. I think it's a personal thing against the military personnel. Thank you for the attention in this matter.

    Feb 10, 2017
  • anon

    I just wanted to share my observation this morning of a carrier. I happened to be standing at the window looking directly at my mailbox as I changed my baby. The carrier was out delivering a package on my doorstep. I should mention I've reported unprofessional behavior by this particular person in the past. After delivering my package and upon getting into her vehicle she proceeded to kick large chunks of asphalt that had broken free from the road down into my front yard, six feet or more from their oringal place. At least 5 pieces were kicked onto my property. When I called the supervisor he told me that the pieces of asphalt can cut the sidewall of the carrier's tires. Only problem is the pieces hurled into my yard were nowhere near the path of her vehicle. Some of them behind the mailbox itself. Why is this the response? Why not communicate to someone about the alledged obstacle? This carrier hates delivering my Amazon packages and will purposely place boxes out on the sidewalk when it is raining despite the good sized covered stoop at my door, literally one more step and the box could be sheltered. Such a miserable and unprofessional carrier and supervisor does nothing! She is emboldened by the lack of control by this supervisor over complaints of her behavior. Shameful.

    Feb 10, 2017
  • anon

    I would like to compliment my local mailman. I live in a retirement community. Yesterday he saw me approach my condo tugging a large suitcase. He asked me if I needed help with it. I didn't, but thanked him. I was very touched by his kindness. Please e-mail me and I'll give details so you can identify the employee.

    Feb 09, 2017
  • anon

    I'm not sure if this is the right forum, but wanted to give feedback that your automated customer service line is by far the worst I have ever encountered. It is clumsy, inaccurate, and seems designed expressly to repel customers who will hang up in furious disgust. Fire the contractor who designed this atrocity and start over. Thanks, - Jon

    Feb 06, 2017
  • anon

    I am so frustrated with your service USPS. If I could get a real live person to talk to, I would tell you what I think of your incompetent so called service. I don't know if I will ever get my package that has been floating all across the country for days, but I will avoid ever using USPS again for package delivery.

    Feb 05, 2017
  • anon

    I have been in contact with USPS trying to find a package with "tracking" I mailed out over two weeks ago. The said tracking number has not been scanned, the last awareness of this said package was went it went from the Post office onto the truck. All other packages that I shipped out on the same day have been tracked and delivered with no problems except for this one. I am continually on the phone or email with USPS and oh yes I have a case number also. They continue to apologize for this inconvenience. So far my customer has been very patient. I offered a refund although she has high hopes that this package will arrive. USPS you are getting worse. I wish there was another way to mail packages, Fed Ex is too expensive for my needs. Every day the fun never ends!

    Feb 03, 2017
  • anon

    So i ordered a baseball glove online, i needed the same week so when the shipping said it would deliver two days later i was like thats okay. So the day comes and i check status of my delivery and it says delivered so igo out check my door and even check my mail box and it wasnt there, i called the company and told them what happened and they said that the carrier could have scanned it before and to wait, i waited it out and even asked the people next door if they saw it and they said no. Im just mad that they said it was delievered and it wasnt here. I think you guys need a better system or somethig cause it isisnt working out right bow, ups is better by fr

    Feb 02, 2017
  • anon

    If I own a building and rent the building to another business, can I use the same address as the renter and pay for caller service without changing the address. Example 927 Broadway receives street delivery and I also use 927 Broadway but go to the PO and pick my mail up using a pay caller service.

    Feb 01, 2017
  • anon

    I am a Canadian resident and we can all find faults with our own Postal Service, but USPS takes the prize! I was having a package sent from Canada to the US however the sender used the wrong zip code and it was sent to Culver City, Ca instead of Blaine, WA. on Dec 22/16. Since that time on two occasions I have had the Blaine PO contact Culver City to correct the zip code, filed a compliant with the understanding I would hear back in 48 hours, nothing. Called the contact number on the initial complaint acknowledgment and spoke with someone who again tried to contract the Culver City PO but the phone rang continuously according to the Service person. Said she would track the package never heard back from her either, got home that day to see a message from the Culver City PO Manager saying the package was being returned to sender after 5 weeks of handling it between LA, Culver City, Bell Gardens going around in circles. as of today Jan 31 Last entry on the tracking log is Jan 26 saying package is undeliverable. What a total waste of time and with the 5 weeks of handling I bet the package is trashed. Got the balls to put on their voice mail "USPS a service you can depend on"!

    Jan 31, 2017
  • anon

    The USPS Office in the town of my previous office location was so unreliable that I stopped mailing invoices from there, and drove to the next town to mail letters. In the normal world of business the quality of service at USPS would never last. What other business can lose $1 Billion annually on an ongoing basis and survive? None. This week The USPS Tracking system reported a package had been delivered to my home, yet it never arrived. The when submitting a Missing Mail Request on the issue, it was rejected as being "Out of the acceptable time frame". It just went missing yesterday! Ridiculous.

    Jan 31, 2017
  • anon

    USPS is the worst service ever, package are lost and none respond for it, they even lie saying they try to delivery but our business was closed on a Monday !!, some time they come on Sunday!!. They does not seems to understand this is a business!!.

    Jan 31, 2017
  • anon

    It is simply unbelievable that we pay for the USPS with our dollars and cant even speak to a human being. The service is absolutely horrible and you know it because you don't even want to speak to a human. The only reason you develop a system like the phone system you have is so you never have to speak to a customer. You must know the service is lousy otherwise why would you not want to hear from the people who pay your salary? Well you helped me decide to use any service but the USPS. Just one simple question I had and guess what it isn't in the lame answers on that 1-800 number. I think you know that because I can see all over the internet people who feel just like I do. Good job on alienating the public.

    Jan 30, 2017
  • anon

    I have photographic proof there is access to my mail box both by vehicle and on foot. On multiple occasions our local office refuses to deliver our mail under the guise of "no access. I have been for weeks gone attending a military school and my pregnant wife has done what she can to keep up. A local neighbor has even come by with a tractor to help clear it. On one occasion the mail was a package to be signed for and our front drive and door where very clear and still the exscuse of no access was given. I have voiced my concern with the local post master and I was brushed aside and no solution was offered. The delivery lady even came to our door and belittled my wife rubbing salt into the wound. This is unacceptable and something needs to be done! I can not help that the local roads department has used my property as a snow collection point for my neighborhood. It has been clear and my local post office needs to do there job.

    Jan 24, 2017
  • anon

    I have found no other proper way to share my concern, so here it is: I have 4 International Global Express Guaranteed packages that were lost. I needed to speak to a representative to track these packages down. I've called USPS, Global Express and FedEx in my quest to find my customers packages. The only number I've ever been given is 800-222-1811 which I wait on hold for 30-50 minutes EACH TIME. I am then transferred to GXG once I review all the same repetitive information. Not only are my 4 valuable packages LOST I have also expended 6-8 hours total on the phone trying to get help finding the packages. The 800-222-1811 number only gives you 3 options, none of which are applicable for getting help. This has been a terribly frustrating experience and someone needs to review the phone systems and options to get effective and efficient help when dealing with a concern.

    Jan 24, 2017
  • anon

    Why are the postal workers at the post office soooo rude???? Is there an unknown reason?? Are they not trained on how to provide customer service, proper etiquette or professionals???

    Jan 24, 2017
  • anon

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

    Jan 23, 2017
  • anon

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

    Jan 21, 2017
  • anon

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

    Jan 20, 2017
  • anon

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

    Jan 20, 2017
  • anon

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

    Jan 19, 2017
  • anon

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

    Jan 19, 2017
  • anon

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

    Jan 18, 2017
  • anon

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

    Jan 17, 2017
  • anon

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

    Jan 17, 2017
  • anon

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

    Jan 17, 2017
  • anon

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

    Jan 15, 2017
  • anon

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

    Jan 14, 2017
  • anon

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

    Jan 13, 2017
  • anon

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

    Jan 12, 2017
  • anon

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

    Jan 11, 2017
  • anon

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

    Jan 10, 2017
  • anon

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

    Jan 10, 2017
  • anon

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

    Jan 06, 2017
  • anon

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

    Jan 06, 2017
  • anon

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

    Jan 06, 2017
  • anon

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

    Jan 06, 2017
  • anon

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

    Jan 05, 2017
  • anon

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

    Jan 05, 2017
  • anon

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

    Jan 05, 2017
  • anon

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

    Dec 31, 2016

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