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 (236)

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  • anon

    I have had nothing but problems with my local post office since I moved to it in 1996. I lived all over the world and US but Greenville, SC is the worst. THERE IS NO WAY TO CONTACT THE POSTMASTER. I have reached postmasters all over the US but CANT REACH MY OWN IN ANY WAY!!!!!!!! How do these people keep their jobs? We pay their salaries but they dont serve us and are unanswerable to anyone. If I had done any of this in my work experience, I would have been fired but they still have a job WHICH WE PAY FOR!!!!!!!~~

    Aug 29, 2016
  • anon

    I have had the absolute worst experience with the USPS in Elon, NC. Not only are a few of the employees very rude, every time i go up there, there is a different problem. I am a grad student, so we are not giving school mailboxes and our apartments do not have mailboxes, so i have to get a P.O Box at the local USPS. It took me 2 weeks just to get a box, because every time i went up there someone gave me different information. When i finally get a box , one of the employees tells me to get stuff shipped their i just use their address. When i come to pick my package up, she saids i shouldn't have put there address on it and they were sending all my packages back. This was the third time i had a package sent back because of the post office. I would like to speak to a manager, but they wouldnt give me any information. Worst experience with USPS I have ever had.

    Aug 29, 2016
  • anon

    Practical piece , I was enlightened by the specifics . Does anyone know if my company could possibly get a blank a form form to fill in ?

    Aug 29, 2016
  • anon

    I dropped off a letter containing my rent check on 8/20 at the Alhambra, CA post office. I used the automated kiosk since the line was long as always. It was meant to go to my landlord who lives only 12 miles away. Unfortunately, I cannot pay rent online. I thought I could save gas by using the USPS. My letter first went to Anaheim, which is one county over so this was a little weird, then it went back to LA in the City of Industry, then ended up in GREENVILLE, SOUTH CAROLINA????? Then on 8/24, it got delayed, and it is now 8/27 and no movement from the letter. Again, this letter contains my RENT which is due on THE FIRST. I will probably have to drive over to my landlord myself and give him a new check, and ask him to shred the check that is currently in limbo over 2,000 miles away. I've tried calling the post office in South Carolina but they never answer the phone. Literally. IN ADDITION, I had a previous experience where they LOST a letter containing a money order that was supposed to hold my deposit to a graduate school that I was accepted into. This letter only needed to travel roughly 60 miles, but I ended up cancelling the money order and driving to the school myself to give them a new money order so my acceptance wouldn't be rescinded. I also tried calling the post office the letter was stuck it, but surprise surprise, they don't answer the phone either. Needless to say, this is the LAST time I'll be using the USPS, lesson learned. I'll go with FedEx or UPS next time. I understand that they handle a large volume of mail, but for this to happen twice in the same 6 month time span, for letters to end up in post offices thousands of miles away, that is just completely inexcusable. It took four days for them to transport a letter to South Carolina, but it will take them weeks to send it to its actual destination 12 miles from where it came from.

    Aug 27, 2016
  • anon

    Every time I go to the post office in 32225 (Ft. Caroline) I leave feeling horrible. The employees there are so rude and obnoxious, that I'm thinking about taking my business needs to Fedex. I would like to clarify, that it is only the counter employees who behave this way, all of the interactions I've had with the managers have been excellent, though I can't bring myself to report the employees to the manager and still continue to walk in every day (6 days a week) with my packages... So I'm forced to consider Fedex... sure it's 3 miles farther and maybe 5% more, but at least I won't have my day ruined on a regular basis. Fedex is now preferred through eBay, so maybe it will be an easy transition. I can't fault USPS in it's entirety, my previous local post office (18040) was always a pleasant experience. I don't honestly expect anything to be done about this, I just felt obligated to let USPS know that it's losing customers over this (I can't be the only one).

    Aug 24, 2016
  • anon

    Had someone sign in for my package in my building. Don't know this person, signature unrecognizable. Guess the postman felt his duty was discharged just as long as someone who I don't know signs for a package I never received.

    Aug 24, 2016
  • anon

    Went to the post office in Pennington NJ yesterday and the register was Mel. Experienced a horrible and unacceptable attitude. Not going back when she is there.

    Aug 23, 2016
  • anon

    I have been trying for the last month to get my key made. Rudely after the 3rd time I called to check up on it the superviser Ginny, was very rude. Wouldn't let me finish my sentences and then tryed to tell me she can't give me anymore information because she had no way of knowing if I was who I said I was, even if I could give her information I would only know like my ssn, birthday, my old address.... Its extreamly frustrating that its been a month and I still don't have my key.

    Aug 23, 2016
  • anon

    Just visited the Post Office at 59th Ave & Beardsley in Glendale, Arizona. I got in the usual line of people waiting to be called, but this time they had a postal employee on the floor asking each person in line what they needed & brought them the necessary forms, corrected them, or if they just had a pick up, brought the item to them. Out of the 6 or 7 people in line, 2 of them were taken care of without further waiting. I was impressed enough to find this site and offer a "well done".

    Aug 22, 2016
  • anon

    My brother was pulled over by Roanoke County police in July and issued a citation for expired tags. He never received the notice through the mail as he always has in previous years.

    Aug 22, 2016
  • anon

    The man at the counter at my local USPS office basically yelled at me while other customers were inside for not having enough tape on my label. I had told him I ran out of tape, he then continuously said "that label is going to fall off, you need more tape." Not even once offering more tape to fix the issue. Finally I asked if I could use their tape, he rudely sighed and and snapped "yea.. But you really need to be using a heavy duty tape like this one." As he picked up a roll of packing tape he had at the counter.. For packing people's packages, still not offering it to me. He then walked away without saying anything and I ended up using the small roll of scotch tape on the counter to better attach my label. After a minute or two he came back, not saying anything to me, and I had to asked him if I was good to leave my package, he replied "yep" and again turned his back to me. I belong to a lot of buy and sale shopping apps, and I ship and receive a lot of items using USPS instead of the other option FedEx. Based off this experience I don't feel like I want to encounter this type of rude behavior from my local store again, therefor I may be switching my shipping transactions to FedEx, and requesting my sellers do the same. It was embarrassing and I felt very belittled by this man

    Aug 22, 2016
  • anon

    I had a shipment that was supposed to be delivered today. It was not delivered. Checked the status on the website and the last status is "Receptacle Blocked". The shipment is a box about 16X16X8 and obviously couldn't fit in the mailbox, so it would be left by the front door. We were home all day and at the time of the "attempted delivery" there were three people in the house. It seems obvious that someone didn't want to take the time to deliver the package and instead SOMEHOW my front door was blocked (it's not) so they couldn't deliver the package??? Why is USPS my last choice?

    Aug 21, 2016
  • anon

    Our local post office (and especially the non-customer facing component) employs people with some of the most vile, disgusting and rude behavior I've ever seen. They act indifferent to any problem you raise to their attention, and clearly don't care about their own mistakes. It is almost like they believe YOU owe THEM, even though we pay them for a service. I have been mistreated by everyone I've raised an issue with within the USPS, and delivery personnel have lost, mislabeled, and even refused to deliver my mail on numerous occasions. A branch manager even insulted me and hung up on me once when I called his workers' mistakes into question. To my knowledge, my complaint to the IG about this individual was never addressed. My girlfriend runs a business and constantly loses postage because of the USPS' incompetence, and yes, we triple checked the addresses which turned out to be correct. Our mail has been clearly opened before and taped shut as if we wouldn't notice. Honestly, it seems like they are intentionally tampering with our mail specifically- I've changed my name on this post to avoid further retaliation. I understand now that USPS is truly horrible even from within, for when I worked briefly at the Citygate Drive processing plant here in Columbus- I encountered crude, violent and vulgar morons at every turn. Mail which may have been important to someone was often left below conveyor belts at the intake, not picked up until many days later. I was nearly hit by certain forklift drivers who were moving too quickly and not paying attention, and as a disabled veteran I was hardly able to move quickly enough to escape. (After almost hitting you, these ex-criminals shouted obscenities rather than apologize for their mistake) I worked harder than my fellow temps, but was forced to quit when a backstabbing gossip spread lies about me. I cannot work among people without integrity, and it was a temp job anyway. Don't worry, I was working full time for a Fortune 500 company only a week later. Their loss. The bottom line is that USPS has failed as an institution and should be the target of a serious investigation at all levels, in all departments, and at all locations. This will never happen, of course- but the American public whom they are supposed to serve will suffer until a major change is made.

    Aug 21, 2016
  • anon

    The USPS is a poorly run organization. (Gov. , Union) I have had numerous problems with not receiving what I ordered, paying extra for 2 day delivery and receiving it 10 days later. They act like none of these things are there fault when clearly they were in control of the package the whole time. The people at the post office including the post master have been very rude and unhelpful whenever I have had problems. I am out money for things I have paid for and not received. My new hobby this winter will be writing letters to congress to get them to change the laws to allow companies like Fed Ex and UPS the ability to do mail delivery. 9 I know it's a long shot!) What a monopoly it is now - a law that states only the USPS can touch a mail box.

    Aug 19, 2016
  • anon

    UPS all the way

    Aug 19, 2016
  • anon

    I second David Welker emotion; USPS lost 1 package and delivered another one to the wrong address; I exhausted all my options at my local post office and CAN'T SPEAK TO A REPRESENTATIVE when calling. Please USPS, please just go out of business so I don't have to deal with your nightmare services. I NEVER USE you to ship my mail and you just confirm WHY everyday.

    Aug 16, 2016
  • anon

    I went to my local post office during my lunch hour today to submit my passport application. I had all the paperwork with me (including my expired passport). I waited in line about 40 minutes behind two other passport applicants. I noticed that occasionally the agent would stop working with the passport applicant to serve "retail customers." When it was my turn, he started the process of review and putting my paperwork together, confirming my identity, etc. Then before he could take my money, he asked me to step aside so he could serve the retail customers (there was one other agent working the line as well). I waited for over 30 minutes while he continued to serve "retail customers." The people in line behind me (also for passports) complained to the supervisor who indicated they were to serve retail customers before passport customers. I finally got tired of waiting and asked to speak to the supervisor as well. I told him I could understand they would prioritize their "retail customers" but to stop the process of finishing my application to "work the line" was unacceptable to me. He didn't seem to care. I couldn't wait any longer (needed to get to another appointment after being there 1 hour and 45 minutes) so I finally asked for my paperwork back and told the agent that while their retail customers may be important, I didn't think the US Department of State intended for passport customers to be treated as second class citizens. I was being bypassed, ready to pay $165 for my passport and card, for people buying $.47 stamps. I would ask the USPS and State Department to reconsider how passport applications are handled. It was not a pleasant experience at all and I am still without a passport application. I'm going to look for another post office in which I know I can be served much more effectively and with much better customer service.

    Aug 16, 2016
  • anon

    My mail box is a cluster box and my key no longer works, the key and the lock are worn out, the last time it was replaced was in 1997. I called my local post office and they told me I would have to go to the office and fill out paper work and pay $25.00 for a new key. I am a senior citizen on a fixed income and can not afford this $25.00 charge so I guess I will not be getting mail anymore.

    Aug 16, 2016
  • anon

    Apparently, there is no way to contact an actual human when calling 800-ASK-USPS. The USPS should please consider entering the 21st century. We do not need automated phone systems when we have the Internet. If we are calling, we have already done everything we can from automated systems (because we actually know how to use the Internet) and would like to talk to a human. If the USPS does not feel it is important to talk to customers. But your competitors feel differently. I have no problem getting someone on the phone from UPS or FedEx. So here is what I am going to do. I will ONLY use UPS or FedEx and only use USPS as a last resort. Get your act together and realize that bad customer service has consequences. Those of us who know how to use the Internet (practically everyone) don't need automated phone systems. We call to talk to a human, but the Post Office makes that impossible.

    Aug 15, 2016
  • anon

    Packages mailed through & delivered by usps are either always late or they just don't care where they leave them. I've had two packages just left in the hallway of my apt building instead of at the main office. Poorest customer service I've ever seen.

    Aug 13, 2016
  • anon

    Post Office-369 Martin Luther King Dr, Jersey City, NJ 07305. This is the second Saturday in a row my mother made an appointment for her passport and every time you go in for the appointment there is always a problem. Last Saturday we when in and was told that the passport person is only on site until 12:30. We asked why were we allow to make a 2:30pm appointment, the clerk got upset saying she did not make the appointment so I asked to speak to someone in change and she said her supervisor was on lunch, so I said how can your supervisor leave for an hour lunch and it 2:30pm since the post office close at 3pm, the clerk became extremely upset and was refusing to help me. Eventually I had to let it go after seeing that there was no help with the situation so I ask to make another appointment for the following Saturday at 12pm and for a number to call and confirm before coming in. We called to confirm our appointment this morning before going in and was told to come in for the scheduled appointment time. Our appointment time was for 12pm, we got there 11:45am and was told after waiting in line that there is no one for passport today by the same clerk that made our appointment in person last week. This is extremely unprofessional and unacceptable! I understand that the post office is government business and this complaint is probably pointless but this does not make it okay.

    Aug 13, 2016
  • anon

    Living and using the post office in the town of Lake Pleasant for 34 years, we have had some of the most amazing postal worker over the years. I wish I could say that now. We now have the most RUDE post master and his unkempt minions of women who seem to do the work for him. The women are rude as well. They are always chatting and giggling with Doug, the Post Master...all of them ignoring the customers waiting at the window. I have had the PM close the window as I walked through the door. Never asking if I needed anything before he did so. The woman who worked there, part time, with the former post mistresses we thought was the worst back then. Now, we look forward to seeing her!! That says a lot! There are many days when we don't get any first class mail...and....none comes to our government offices in that town either. Odd. I think the mail is saved up behind the counter so they can visit... Please help remove these rude individuals. No way to treat long term customers.

    Aug 13, 2016
  • anon

    Worst customer service and experience ever! Sent a parcel from California to be delivered to New York, priority. They tried to deliver on a Saturday instead of a business day. When they found the business closed, their status changed to "will deliver next business that", which then remained unchanged for two business days. I then called the usps customer line, and scheduled a redelivery for next day. The status changed to redelivery requested. The parcel still was not delivered. I called the customer service line again, and the representative said we will launch an investigation. I explained to her it's an important parcel and I wanted it delivered by Monday, and yet it's still with the USPS office. She said she couldn't do anything except launch an investigation, and that they will contact me within 42-72 business day hours. I asked her for the local office number, the Manhattan New York usps location. Called that number to find out, and they transferred me to their supervisor and also gave me their supervisor's number. No one picked up. First I was told maybe in a rude manner that the supervisor might be on lunch, and that they gave me the direct line, so they can't do much about it. I called the supervisor for two hours, and no one picked up and no voicemail. I called the location again and they rudely told me they can't do anything about it. Worst customer service ever experienced! Just because it is a government job doesn't entitle these people to be lazy, outright-rude people who don't give a crap about their customers. I only wanted to make sure my parcel was delivered on time. But no one was helpful. I still don't know what has happened to it, because no one has a clue and no one gives a damn!

    Aug 11, 2016
  • anon

    Our experience is always a bit different. Being in the postal uniform business we really do our best to visit as many post offices as possible. We find that being nice is always the best way to get the best experience at any post office. We also like to see who's uniforms are being worn and if clerks are looking as good as they can. <a href="www.postaluniforms.com">Postal Uniforms</a>

    Aug 10, 2016
  • anon

    I am a frequent customer at a post office in Albuquerque, NM. I just experienced the worst customer service of my life. I went in to request a key and it started as unprofessional and rude service then it turn into full on disrespect. I glanced at her name tag before I said anything about her behavior and that sent her over the edge. She started yelling at me because of it. I told her she was being very rude and it was unexceptionable. Every employee was aware of her behavior but not one of them said anything to her. The line of customers all watched the spectacle and nodded their heads in disbelief. She kept on and on and on. I just wanted to get this done so I could go back to work. What made it worse was that she didn't know how to do anything and instead of learning how from her trainer who watch the whole thing with eyes wide and didn't say anything probably because she was just as shocked as I was. The women kept cracking her neck and closing her eyes to breath in and out. I didn't argue back with her I just stood their waiting for her to finish putting in the request. She seemed to be very wound up and was speaking very fast and not making sense with her questions. This unacceptable and I will be speaking to the supervisor but, I have to say... I'm not expecting a professional after seeing how her employees let their coworker behave this way. A drug test should be in order for her.

    Aug 09, 2016
  • anon

    I am an online seller, and use USPS to ship out packages on the daily. I continuously have had terrible experiences with USPS. When I deliver my packages to the post office to be shipped out, the workers there ALWAYS yell at me and even curse me out when I have too many packages needing to be delivered. I guess it is too much work for them? The more packages I have the more business for you guys. In fact, I am probably great business for you guys since I use you so much. Yet, I get cursed out when I give you business? Right. USPS also continuously loose or just simply do not deliver my packages. I cannot count how many times they have lost packages, or the post man did not bother deliver the package. I cannot afford to insure every single package, and when I call the post office, no one is willing to take responsibility for my losses, and in the end I end up having to pay all the losses. It is over all just not a pleasant experience for me to go to the post office. Whenever I walk in, the workers there give me nasty stares and sigh and complain that I have so many packages. I do not even know how they can continue running when they make it such an awful experience..

    Aug 08, 2016
  • anon

    called and was on hold for 1 hour before someone took my call. horrible customer service.

    Aug 08, 2016
  • anon

    Aug.3,2016 was suppose to have received a package on my front porch,but was left at someone else's address (who knows where) called US Post Office on Margaret Ave. Terre Haute Indiana for several hours each day for 5 days.Most of the time NO answer.By chance I would get a answering machine left several message with name and number so they could return my call.(NEVER HAPPEN).Finally answer today,said they could not do anything because package tracking said it was delivered at my address.(WAS NOT DELIVERED HERE).

    Aug 08, 2016
  • anon

    I ordered a package online and received an e-mail from the online company stating the package was delivered on Friday 7-29 at 3:01p.m. I did not receive the package on the day it said it was delivered. After tracking the package it was sent Fed Ex the previous Friday 7-22 and accepted at the local post office(54660) 7:28a.m. and out for delivery at 8:03 a.m. I contacted the local post office on 8-2 at 8:30 a.m. asking where my package was delivered because I did not receive it. The postal worker that answered the phone said she would take my name and number and talk to the postal carrier who delivered the package that day. I called again on 8-3 at 8:30 a.m. and stated I was calling checking on the package that I did not receive on 7-29, the postal worker stated they did some checking and could not locate my package, she said she would look into it further and see if they could locate it. I called again on 8-4 at 8:30 am and said I did not hear anything regarding my lost package and was told by the postmaster Scott that he would personally look into finding my lost package and he would for sure contact me that day and let me know what the status of the lost package was. I did not hear from the postmaster and decided to call at 5:15 p.m. to see if they were still open and check on my lost package. Scott the postmaster answered the phone and said he was just about to call me and stated they did some checking and with no avail could not locate my package. I asked him what I do to submit a lost package and he stated there is nothing they can do and pretty basically told me your package cannot be found. I said so you are telling me I am out the $138.00 worth of merchandise that the post office lost or delivered to the wrong address and he said yes. He also stated the package was scanned between my house and my neighbors house but still cannot locate my package. Poor customer service and no one is held accountable for delivering to the wrong address or misplacing my package. Very disappointed in the US postal service for not taking responsibility or offering to reimburse me for the lost goods

    Aug 04, 2016
  • anon

    Two years ago we moved 1 mile away from zip code 22203 to 22204. What a difference one number makes! Our local post office, Glebe South, has major issues that do not seem to get better. The most recent issue I had was that I submitted a request through the online system to have my mail held while on vacation. NO MAIL was held whatsoever. Luckily we asked a neighbor to check our mail for us and they did the postal services job for them and collected our mail while on vacation. In the past I have had to contact the manager of the post office just to find out when my held mail will be delivered. We have had mail not arrive as expected, packages delayed, constantly get mail for our neighbors or even addresses not even close to us. I have had an number of times that I contacted the post office manager who was helpful but now the manager seems to have changed and the service has not improved. I have met our mail carrier and he seems like a decent guy but I'm not impressed with the level of service that we have received. What can be done to improve service?

    Aug 04, 2016
  • anon

    I ordered a parcel offline and had it delivered via UPS. The UPS driver dropped the package off at my local post office to be delivered. I called the Normandy, Missouri (63121) post office to ask if I could pick my package up there instead of having to wait two days for it to be sorted and delivered. I called once at 11:30 to ask if I could my package up during lunch to which the employee rudely responded that my package had not been sorted yet and I wouldn't be able to do that. I called again at 4:30 and asked if the mail had been sorted and if I could just swing by and pick the package up on the way home to which the employee interrupted me and told me no I would get my package tomorrow and hung up on me. I'm not sure how it is more efficient for my package to be sorted and delivered on a truck when I can physically walk into the post office and save the driver a trip. I also don't know why the employee was so rude for no absolute reason.

    Aug 03, 2016
  • anon

    I recently moved to a new apartment in Roanoke Texas. I notified all parties concerned of my new address well in advance. I know the development had some problems with mailbox access with the post office, but that has been rectified. My forwarded mail went to a central clearing house and apparently was returned to sender. All my mail being sent to the correct address is definitely not all being delivered and a magazine sent to the right address was delivered in error, but that person was nice enough to give it to me. I have been to the post office in Roanoke (76262) four times to complain and the clerk was very nice and tried to be helpful but to no avail. Last Saturday I had to take an hour off from work just to go talk to the Post Master (Quinn) who eventually came out to talk to me. She ran some kind of computer search that showed the address I was at for 7 years changed and mail was forwarded to my new address; all very smoothly. Due to circumstances after five months I had to change apartments in the same development albeit with a new address. That is when there was a problem between the postal service and the development. That problem for all intents and purposes has been corrected and I am still not getting all my mail. The Post Master showed me the computer print out told me that according to the postal service I was only allowed to change my address once in 18 months and that's why there is a problem. Seriously? She really must have thought I was an idiot because I chose not to argue with her. She still has not gotten back to me with a resolution. 18 months, seriously??!! Thank you for your attention, Barbara Koblin 13628 Quiet Pond Rd, (#11302) Roanoke Texas, 76262

    Aug 02, 2016
  • anon

    The Priority Express service is complete bait and switch. I sent documents via Priority Express 1 day guaranteed delivery, with signature required, cost me $23. After seeing the 24 hr scheduled, guaranteed delivery time come and go, I typed in the tracking number and discovered the package had only traveled 40 miles from from house, and appeared not to be moving anywhere. I could have traveled by horse faster than this Priority Express guaranteed delivery service. I called the customer service number, and after being on hold for 45 minutes, I inquired about the status of my package. She could not tell be where my package was, when it might be delivered, or even if it would be delivered at all. She then very quickly gave me a case #, the rudely hung up on me in mid sentence. So now I have two numbers to track on my own, but still no information on where my package is. Then after some exploration on the USPS website, I found a form to fill out for help in finding 'lost' mail. It turns out that you can't even submit the form to start looking for your lost 1-day guaranteed delivery item for 7 days. So you have to wait 7 days to even begin the process of starting to look for something they are unable to answer any questions about. I also found a form to file a claim, which I intend to do, but, again the website will not let you start the process of submitting a claim for 7 days. I still do not know what the purpose of giving me a case #, when there is no way find out what the status of the case is. I understand now that it is just a ploy by Customer Service agents to get you off the line so they can abuse another customer. How in the world does this resemble guaranteed 1-day Priority Express service? No one @USPS can even guarantee that your package will ever be delivered, anytime. I would like to see statistics on what percentage of these 1-3 day 'guaranteed' delivery's are late, or lost. The consumer should be made aware of these deceptive trade practices. services

    Jul 29, 2016
  • 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

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