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 (681)

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  • anon

    THE DUNDALK MD POSTOFFICE PERSONEL NEEDS TO BE RETRAINED IN CUSTOMER SERVICE AND HOW TO GREET CUSTOMERS AND HANDLE THE LINE .........THEY ACT LIKE ROBOTS AND SEEM LIKE THEY ARE JUST FILLING TIME.THERE....NOT A FRIENDLY ENVIROMENT AT ALL ..................

    Dec 21, 2015
  • anon

    My experience has been awful and I will never ship or accept shipments, from again. I received what was supposedly a priority tracking number. It did not work. I trust the seller. 15 days later, no package. What if I didn't trust the seller? It is absolutely unbelievable to me you can't authenticate tracking numbers. Anyone could just look at your website, grab a priority prefix, and make up the rest of the numbers. You are probably responsible for thousands of scams, I know it is a HUGE problem in eBay, etsy etc....you need to come up with a way to authenticate that tracking numbers mean a package is going to YOUR address, It is very common on ebay, etsy, etc, for sellers to just ship the item to a friend, get a tracking number and then proof of delivery, and win any dispute they put up with paypal,ebay,etsy etc. I am honestly ashamed you are my nations mail carrier. Almost every other country has ways of preventing fraud like this. Regardless, my tracking # is 9114 9999 4431 3142 6716 09. Your post office never scanned it. I paid for priority. It should have been here a week ago. Ridiculous. I have never had a single problem with UPS, in fact not only have I never had a Lost package like this one, I have never had a late package. I have had many early with UPS though. Maybe you should contract our countries mail system to them. Please find my package or reimburse me the 150 I spent on it.

    Dec 19, 2015
  • anon

    First of all praise for my regular carrier Mr. Ivory Walker from the Cross Road Station, Greenville, MS. On yesterday (1/15/15) Mr. Walker was of and the sub-carrier vmsj2 for my Street came very late; after dark. I had a package (too big for mailbox) due to be delivered yesterday but the carrier didn't attempt to deliver but he reported that he did (received email and text from vendor). I was home and heard him when he came by, so I know he didn't attempt. Received package today.

    Dec 16, 2015
  • anon

    I would like to thank Sabrina who works at the Guildhall, Vermont 05905 Post Office for her outstanding service to me each time I visit. She is always friendly, kind and helpful whatever the need!

    Dec 15, 2015
  • anon

    re: Park Road Shopping Center USPS - Charlotte NC I know this is the busy season but it does not mean you cannot have friendly and respectful staff. They had no smiles, and I could hardly understand when she talked ( monotone and bored) she actually threw my package behind her! I was speechless and wondered if she would do the same to the next package...yes, she did. I will pay more and go to UPS store next time. PLEASE let your employees know that if they are that unhappy there are other places they can work out of the public. I have called the recipients to make sure their gifts arrive unharmed. It was truly one of the saddest ends to a day that should have been happy - buying gifts and sending to family I will not be able to see this holiday. I would be happy to come work there and have a smile on my face and I would never dream of throwing a package....ever!

    Dec 08, 2015
  • anon

    I am writing to very strongly commend your postal official David at the Longboat Key, FL 34228 branch. He is extremely helpful, courteous and efficient and on several occasions has kindly and ingeniously solved postal problems for me and my family. I have watched him do the same for others.He is a remarkable an deserving official. Thank you.

    Dec 05, 2015
  • anon

    I am a box holder at the Vernon Hills, IL 60061 post office. I have had a p.o. box at this facility to close to 30 years. This year has seen the worse service for mail delivery. While the counter people try to be helpful -- there are never any answers. I have talked to the manager and filled out forms -- but it seems to be a black hole. Information is sucked in -- but never given. This year 2015 has seen mail delivered late: Xmas card postmarked November 2014 -- delivered March 2015 (local sender from 60638 - one hour away); First Class mail postmarked 9/8/2015 delivered 11/13/2015 (local sender 60638); First Class Mail postmarked 8/22/2015, delivered 11/13/2015 (local sender) - 10 minutes away; Express Mail shipped 11/12 for 11/13 delivery - tracking stating it is available for pickup -- no notification in the P.O. Box, checked with desk -- nothing found, went back 11/14, no notification, nothing found, double checked on Sunday 11/15- still showed it was available for pick-up, Went to post office 11/16 - no notification, nothing could be found (THIS WAS ADDRESSED TO MY P>O>BOX), went back home and printed out tracking information - went back to post office and put it on the counter and said FIND IT. Wonders, it was found. THIS WAS MEDICATION ON ICE SINCE THURSDAY. Today 12/5 - I am waiting for a package -- sent to my home address -- tracking says two things: 1) 9:27 a.m. out for delivery; 2) 9:27 a.m available for pick-up -- and Amazon tracking also says DELIVERED. How can it be all three? Called the post office -- they state it's on the truck. My concern is that is says it's delivered -- and I've been here -- it has not been delivered. I am now transitioning out of the p.o. box in hopes that mail delivery to my home would be easier for those who are doing their jobs to find me. THE POST OFFICE HAS A FIDUCIARY RESPONSIBILITY TO DELIVER FIRST CLASS MAIL -- NOT ONLY FIRST CLASS MAIL -- ALL MAIL -- TO THE ADDRESSEE SHOWN ON THE PACKAGE/LETTER AS LONG AS THE POSTAGE HAS BEEN PAID. THE POST OFFICE IS HANDLING LIVES -- BILLS, CHECKS TO PAY THOSE BILLS, GIFTS/BIRTHDAY WISHES, CONDOLENCES UPON DEATH OF FAMILY MEMBERS, CONGRATULATIONS FOR ACHIEVEMENTS . . . SO MANY FAMILY THINGS, INFORMATION/MAGAZINES/NEWPAPERS, TAXES, PROPERTY REGISTRATION, MAIL DELIVERY IS A VERY IMPORTANT JOB AND IN MOST INSTANCES FOR THE MANY MANY PIECES OF MAIL IN THE SYSTEM IT WORKS CORRECTLY. BUT WHY IS THE POST OFFICE AT 60061 HAVING SO MANY ISSUES WITH MY MAIL?

    Dec 05, 2015
  • anon

    The tracking for the USPS is more than just a joke. I had a package that was shipped to me and picked up on 12-01-2015 in OLPE, KS, on 12-02-15 shipped out from OLPE, KS, 12-02-15 arrived in Kansas city, KS. Here it is 12-05-15 and the package is still showing as being in Kansan City, KS. This happen to be three days without any tracking information on this item. The USPS either has the laziest workers that refuse to scan items in and out as they receive them or they have the worlds most outdated tracking process. There needs to be something done about this ridiculous shipping and tracking system that they now have in place. Now I no longer have to wonder why the postal service is loosing so much money and is on the verge of closing it's doors. This organization is poorly run and organized and it needs massive changes to keep it profitable. When they can't track a single package and that's what they are in the business of doing then something is way way wrong with the USPS.

    Dec 05, 2015
  • anon

    Jahnice! I can relate to your frustration and anger! Read my comment of December 8, 2015 if it is printed. The post office in my community is so incredibly incompetent regarding the delivery and tracking of my packages. As I told the Inspector General, I never badmouth public institutions, but in this case the US Postal Service deserves to die!

    Dec 08, 2015
  • anon

    Hello I live in Demossville Kentucky the Demossville Post Office has a woman that works there named Joan I have wanted to write you many times before but I have finally decided to do it this lady is extremely rude to everyone it does not matter what you ask her she always has a rude answer back. I have gone in there on several occasions to ask if I had a package delivered and she asked if I had my slip, A couple of time I didn't but I knew the package was there from email alerts. I asked if she could just please check she rudely turned around and stomped back in the back room and opened up the door, My package was sitting right by the door he scanned it and pushed it out the door rudely. Somebody needs to do something about her everybody in this town complains about how extremely rude she is , I understand being frustrated, but this lady is rude all the time. Wether its on the phone or in person. Thank You, Angela Huffman

    Dec 04, 2015
  • anon

    I had an extremely rude usps worker who was eating a snack and chatting with a man. She actually made a clicking sound with her mouth, rolled her eyes and told me I can't read. I was trying to send an FPO to my active military son and struggled with the online form As it kept getting stuck. She refused to look tame and answer questions. This usps was at the wellington Florida she'll Station off south shore. She refused to give me her name and said no one manages her. How disgraceful to be treated by this incompetent, unprofessional and yes, anti-American lack of Respect for me and Our military families. Sad state of affairs this country. Proud Mother USMC

    Dec 03, 2015
  • anon

    The supervisor or postmaster at the Salem N.J. branch 08079, is improperly hold and closing p. o. boxes . My box rent was not due until 11/30/2015 and the postal worker "Beverly" closed my box and held my mail until two days after I paid the box rent. The several pieces of mail that I received in my box today (12/4/15) are dated 11/18 and several pieces 11/23/2015. This conduct is unacceptable and whether it violates some credit, collection or federal law is unknown to me at this time , but I will find out and will address the matter accordingly.

    Dec 03, 2015
  • anon

    When I was finally able to talk to the general customer service I had a very rude encounter with the lady. After I simply questioned why the address I used was not working she replied "Don't get smart I was asking a question". This type of conduct is unprofessional and simply unacceptable. No customer service representative should ever speak to a customer in this way.

    Dec 01, 2015
  • anon

    Workers at the taylorsville nc post office are the rudest meanest people that I have ever dealt with an from now on my eBay store shipping is going ups or fed ex.

    Nov 30, 2015
  • anon

    We continually have our mail delivered to the wrong PO Box. We file complaints but the problem persists. It is hurting our business and we don't seem to get any relief from our PO. What can we do? Filing complaints don't seem to do anything. No wonder the PO continues to loose customers. Your service is deplorable.

    Nov 28, 2015
  • anon

    So completely irritated with USPS. My packages are now both 3 days late because after being in my own state they were sent out to a differnt state. Sat at a post office there for a day, finally came back to my town and sat the post office in my town all day. They were supposed to be delivered today but that's not happening. Waiting now to see why my packages were delayed a second time. My first package was mailed over a week ago and my second was about a week and only a state over literally 5 hours away. I'll be lucky to have my stuff by the end of this week because of thanks giving.

    Nov 23, 2015
  • anon

    hi I'm really disappointed by your passport scheduling system. I called twice today and for both times i waited 40 to 60 Minutes each time. Message was that USPS is caring about important calling........... but we're not heard in that long time wait timings than what should we say.. I guess you need to hire some customer service agents rather than a long wait. I'm sure even a whole day holding cannot end in an answering agent. Please make your system better, for leaving message they even kick you out of that calling list and loose the whole our just for a mail box full message.

    Nov 23, 2015
  • anon

    I am a small business owner and I must say the customer service I receive from my local post office is the worst I've ever experienced. The members behind the counter have a terrible reputation of being rude, difficult and highly unprofessional not only by customers but by fellow employees. I've decided since the ongoing terrible experiences to ship all our goods through alternative companies. I have no other options with receiving mail through your company, but I will never ship my companies parcels via usps again. And from what I can see by the other post it's a nationwide issue, and you will continue to lose customers until it's addressed.

    Nov 20, 2015
  • anon

    Good Morning, Yesterday I was tracking a purchase which I knew would not fit in my standard size mailbox. So twice I checked the mail during the day when the mail usually comes and found no mail in the mailbox or on my doorstep which usually is the case when the parcel was too big to fit in the standard mailbox. Anyway, we tracked it again and it said it was delivered at 5:38 p.m. We thought it very unusual for the mail to be delivered in the evening. So we checked the doorstep, no mail or parcel. We walked down our long driveway and there the package was sitting beside my mailbox on the ground along a very busy road! In this world that we live in today, it could have been stolen. My question is, should the package that was too big for the mailbox have been taken up to our doorstep instead of left beside a busy road? Thank you.

    Nov 20, 2015
  • anon

    The community mailbox in the 92392-4843 area code, namely Bridle Lane, are stuck and very hard to open the doors. Some one wasn't able to remove their key from the door. PLEASE FIX THE PROBLEM! ! !

    Nov 19, 2015
  • anon

    I shipped a pie. The pie was in its own styrofoam container, plus styrofoam peanuts, and I added plastic bags to fill the gap and placed in a box marked fragile and this side UP (my writing). The pie shipped to Katy, TX in the prescribed time but the pie was crushed. How? How was it crushed in the center inside two cartons????

    Nov 10, 2015
  • anon

    I don't understand why postal employees are so rude to customers. I have had contact with 2 locations in the last 2 weeks and in both situations the female employees were very rude, giving an attitude that conveyed an unwillingness to assist the customer. The main post office in Fort Worth, Texas and the other is the post office location in Justin,Texas. We received a notice for a package in the mail at our home in Justin, several days went by before my husband went to the office to retrieve the package only to be told that the package was on the truck. We waited for several more days and no package so I called this morning to see if the package could now be picked up from the office. Couldn't get pasted the bad attitude of Ms. Williams who said she was the manager of the office in Justin, Texas. Very frustrating to talk with someone like her, it was the same smugness I had experienced at he main post office just a week or two before. THIS IS THE REASON NOBODY WANTS TO HAVE DEALINGS WITH POSTAL EMPLOYEES! Other ways of getting our "mail" is becoming more and more preferred and you wonder why the postal service is in trouble?

    Nov 09, 2015
  • anon

    Different pieces of mail with mailing addresses in different cities are being returned with the yellow stickers on them saying: RETURN TO SENDER, NOT DELIVERABLE AS ADDRESSED, UNABLE TO FORWARD. These address have been the same for years, never had a forward assigned. Someone or machine is getting lazy AND instead of sorting and delivering, the mail, it is being returned. The USPS pension is in trouble and now the post offices are wasting more time and money rejecting perfectly good addressed mail. And try to complain about it, you get the run around. Their are identifying numbers on the yellow stickers but no post office will give info on who to contact to correct the errors.

    Nov 05, 2015
  • anon

    On 09/17/2015 I sent a package from San Jose, CA to Ann Arbor, MI with Standard Post. I insured the package for $80, and was told it would arrive within 7-10 days. I waited for 4 weeks and the package never arrived. The tracking history says it is still in transit. On 10/20/2015, I went to the post office from where I sent the package to get help. The associate told me the same thing that I can read from the tracking history (it still said it was in transit), and he told me that he would inquire about my issue and call me within 3-5 days. I waited another week and nobody called me. I still don't know where my package is or what happened to it. The only thing I know is USPS employees are incompetent and irresponsible, and the whole logistics system of USPS is a nightmare to customers.

    Nov 05, 2015
  • anon

    On October 31, 2015 my wife and I went from Burt's Pharmacy (they have a Post Office) to mail something. The clerk said we were two minutes late because they closed at 2:00 pm and the office was closed. We then went to the Newbury Park, CA post office and mailed the package at approximately 2:20 pm. The Korean lady at the end of the counter took our payment for postage and a few envelopes. She told us the mail would go out that day and be delivered on Monday November 2, 2015. On Nov. 5 the package was returned to our residence because of postage due. We went to the post office and told the clerk, that took our package on Oct. 31, what had occurred. She told us the stamp on our envelope indicates the stamp was from a machine. We did not go to a machine. We went to the clerk and explained it to her. She kept on saying she did not put the stamp on the package. This is the same clerk that has done the same thing on two other mailings during the year. Each of the other mailings came back for postage due. Please fix this post office's problems with this clerk.

    Nov 04, 2015
  • anon

    I sold a game on eBay that arrived smashed and broken. This is completely unacceptable, unprofessional, and careless. This is not how people's packages should be treated. 9400109699937035242525 Is the tracking number. I would like a refund for shipping and money to cover the cost of my damaged game. It was well packaged, wrapped in bubble wrap and shipped first class. Now it looks like someone threw it at a wall. I would submit an actual complaint but all it says is to review before submitting. Except there is no button to submit which is another complaint. This is completely 100% USPS fault, and it needs to be solved as soon as possible. I am very very unsatisfied with the customer service. I went to my local post office and I was told to leave and it's not their problem. One of the worst experiences with a company I have ever had.

    Nov 04, 2015
  • anon

    on 9/27-i mailed two small packages one to ashburn va the other one to Georgetown ma-expected delivery date was 10/30-(I can't believe it now takes four days for them to get there)well the one to ashburn did get there yesterday - the one to Georgetown Ma has still not arrived-these are Halloween gifts for my grandchildren and I could have sent them on line but choose to use us postal service because I feel a sort of allegiance to the postal service-I hope the ones to Massachusetts get there today - if not- I will have very unhappy grandchildren and I will begin to send more things on line-people at the post office in Williamsville are very accommodating and helpful

    Oct 31, 2015
  • anon

    Just in the Lake Odessa, MI post office and the clerk was rude and indifferent to 2 people in line ahead of me. Then it was my turn. I don't know her name but she was either pregnant or overweight. When she failed to say thank you I said 'you're welcome' hoping she'd get it. She didn't. No wonder people talk about how rude they are in our local post office! And you want me to use your services?!!

    Oct 27, 2015
  • anon

    I could not enter the survey site. Yet another bad experience with the USPS.

    Oct 23, 2015
  • anon

    The USPS has had a rapid decline in the last few years. I run an internet business and just this month have lost over $1500 in lost packages. Tracking shows 'out for delivery' but no delivery scan is ever entered. I have had to refund countless people because ultimately it is my reputation on the line when a customer doesn't receive something. When I contact the local post office, they tell me to call consumer affairs. No one at consumer affairs every answers the phone. My message was ignored and no one called me back. I called the 1-800 number for USPS and left a message for a call back and was told I would get a call back in 39-59 minutes. Two days later and no one has ever called me back. We simply can't afford to use USPS anymore. Next week we will look into using FedEx or UPS for all of our shipments. We have to pass the extra expense on to our customers, but USPS is costing us too much time and money. Every day is damage control with them. No wonder they are going bankrupt.

    Oct 16, 2015
  • anon

    I second that, Anne! My small business has suffered drastically as well due to protracted waiting times. I do wonder if this problem is tied into current politics, an idiot president, and large-scale drawbacks in federal spending. Why spend money on paving streets when you can just change the law, pocket the money and build another damned casino in Vegas?

    Mar 22, 2017
  • anon

    There is a great need for better service at the Post Office located on Westside Avenue in Jersey City, NJ. I made three trips there yesterday to mail a package; and each time there were lines out to the street. Something need to be done to correct this problem, there was only one person working behind the counter. I feel the community should have better service. Prior to this change we had very competent people working at this facility. Please Help!

    Oct 14, 2015
  • anon

    I am trying to take the survey about service at my local postoffice. It is wonderful and friendly but the survey website is not. It refuses to appear while a huge variety of imposter sites with variable names are listed with the address on my receipts in an obscure list below. Clicking on it just yields the same result: more variations of customer service survey offers. I do not want a prize. I just want to tell the postal system that my local post office gives very good service. I hope a significant person gets this message. On another topic: please raise the non-profit postal rate to first class rate. That would save many trees and the backs of delivery people. I receive multiples of the same appeals for money and political support. Once is enough. It needs to really cost them to send mail to me. Five cents per piece for these parasites is obscene. The post office cannot afford to subsidize these wasteful appeals.

    Oct 09, 2015
  • anon

    I am unable to ship my international mail in some usps locations. Most of clerks refuse to service my mail. They are being extremely rude and make me a fool. Now most of the times I do my mail online so there is no problem with drop off. The problem starts when I need to ship the mail using customs forms at the post office when I am out of town or unable to print online. The issue is that they need to retype the customs to their system and when I have more than one mail they start making up and saying: The mail needs to be large like a box, the mail needs to be over $400 in order to use customs etc. This has a negative impact on my business and me even mentally. When I ask them to put a mail on scale and show me the options to show them large envelope requires the customs they start: - make me feel like a fool - act unprofessional - pushing me away - yelling at me - saying that I am insulting them. One guy was telling me that over and over for few minutes it really put me down - refusing to give me their names - telling me that I have been doing this wrong before - telling me that the other post office were wrong - act with ignorance - telling me to do it online and just drop it off instead through their post office - not willing to read the usps forms indicator when I show them that says: Customs Form The envelope contains goods (i.e., Dutiable Contents) 2.1. The content value is less than or equal to $400 PS Form 2976, Customs - CN 22 - Sender's Declaration

    Oct 07, 2015
  • anon

    So, apparently, it should be understandable that you will wait at the window while the USPS customer service representative gossips with other customers. Lancaster Wisconsin 12:55 (CST) 10/6/2015.

    Oct 06, 2015
  • anon

    The unprofessionalism and complete disregard for the customer were shocking today at the Malcom, Iowa post office! Are these people not screened or trained at all! I do not know if this was a temporary or substitute post master but she needs to be evaluated.

    Sep 17, 2015
  • anon

    I mailed a package on 08/03/2015. Well my mama waitrd and waited and waited. After bout 10 days I tried to track my package. To no avail I could not get any info. All the automated system would give me date I mailed package. Duh I knew when I mailed package. I attempted to call customer care number 800-275-8777. Well it took me 1 hour no joke seriously 1 hr. before I was able to actually talk to a person. Was told that after she took tracking number and other info there would be an investigation and someone would call me every 3-5 days with update. Its 09/16/2015 haven't heard from anyone. I went back and forth to post office and continue to call above number never was able to get any info. My mother finally got package 24 days later, box had been open and all items was missing except a small glass lid for a candle warmer I sent her. So I attempted to file a claim took approximately another hr. Got customer service after 14 minutes on hold. Then I got someone that can not speak good English. I kept telling her I couldn't understand her and ask if I could speak to another agent. She told me I would have to call back and get another agent. Then she hung up on me. This is crazy, why can't I get help. I have attempted to contact via phone 4 times and filed claim and email. Still no response. I know and understand the postal service is like government, but why again can't I get help. All I want is my $50.00 insurance for filing claim and $9.60 postage. For goodness sakes somebody please take time to read and respond to my problem. I can be contacted email ellisjul52@gmail.com or 478-290-0905. My mailing address is 84 white oak rd. Lavonia, GA. 30553. I am just so disappointed I can't get help. To be told you can track a lost package, file a claim or anything else the postal service tells you is not what I need right now. I need to speak to someone who speaks English and help me. Even the worker at lavonia post office sent email twice to sorting facility and never got response. This ain't first time, I also mailed pictures to my mom at same address back in November of 2009 and she still to this date has not received them nor have they been returned to me.

    Sep 16, 2015
  • anon

    they an't fin my package they don't have a tracking number i was told tht it was sent off and it take 2 weeks there is nothing that say that it is on it's way no nothing if some one could help i would appreciate

    Sep 15, 2015
  • anon

    My two phone calls with 2 employees from the post office of Hollywood FL, 33024 was very frustrating and disastrous. I called the USPS Customer Service and they politely informed me that the local post office would CALL ME BACK WITHIN 3 BUSINESS DAYS when I reported on August 23rd that my package was not delivered. According to them, the post office claimed that my package was delivered and brought to my door on August 21st. My package was not there and I was home all day. I heard a knock around that day but after I checked there was no package on my doorstep. After about a week of my calling USPS, the post office never called back. So I called USPS again and they reopened the case, letting me know that the PO would call me back within 48 hours. Again, they did not call me back. So when I called them, a very rude lady answered me without even a greeting or a "have a nice day", and when I told her the situation, she interrupted me half way and said "hold on" and put me on the operator music for a long time. When she finally came back on the line, she retorted that my package was delivered on Aug. 21st. I had to repeat again that I knew that already, but the point was that I didn't receive it!! So she told me she was going to talk to the sender (the carrier) and hung up just like that. I waited 24 hours and called them again. This time another woman with the same accent and exact same rudeness responded, and when I told her about what happened and about what the other employee told me, she responded (in a very rude tone) that the "young lady" told ME to contact the sender (of the item) and that she supposedly was "sitting right next to her" the entire time. Oh really? So both of them are going to argue with me about what they said, and one of them is going to sit there and watch while the other provides extremely poor and rude customer service? In the end, this second employee told me to go contact the seller myself, and then proceeded to tell me that it isn't the carrier's fault that I didn't get my package, because according to her, "it was delivered and scanned at my door." And she hung up like that as well. I don't even know what became of my package. And my money is gone. This is ridiculous.

    Sep 09, 2015
  • anon

    Twice in forty-five years our mail person has been taken off our street. Since he left and during each time he was reassigned the service got to be sad. We never know when the mail will arrive. If you go to see the Postmaster she is always unavailable.

    Aug 28, 2015
  • anon

    I am disabled and have been trying for 2 hrs now to get thru online with my problem that they took my mailbox away cuz I was late. I had to rely on a ride. The woman was mean. I was crying and there were other patrons. She demanded 27.00$ which I don't have then said nope, nothing I can do for you, next. Here online after repeatedly stating problem, it comes back...no such address. I beg to differ. It's on my paperwork when I bought this home. I stated my address and get shut down. Pleas, please, please, help! I get no mail from my Drs, family, bills, etc. I'm at my wits end. Stress like this sets people back, you know? They used to be kind at the Frazier park PO.

    Jul 31, 2015
  • anon

    I was told today, May 29, that I could not pick up and use priority boxes at a postal store on US 1 in Port Saint Lucie, FL unless I intended to mail the packages at that location. They told me that they didn't need people using their boxes unless they were the ones that put postage on it. He also said that They would be losing money if I used the boxes and did not mail them there. I told him that I brought the packages back there to mail, but he still did not want me to take the boxes if I purchased postage on line. He said they did not need more damn Ebayers using their services without paying for them. He had never asked if I do EBay, apparently he just assumed that is what I would use them for. All of this occurred on the street in front of the store after he followed me outside yelling at me. It was my understanding that the boxes are free, but apparently there is a condition associated with using the free boxes. With the current financial status of the postal system, I thought we were being encouraged to use priority boxes when mailing items. I guess no one has told this so called post office. I certainly will never go back there and cost them money by using their services.

    May 28, 2015
  • anon

    Having a problem getting service at the Mountain Pine, Arkansas Post Office. Could not get anyone to come to the front desk, could hear people in the back talking and laughing, but would not respond to the bell. In which, could not get stamps to mail off letters.5/04/2015

    May 04, 2015
  • anon

    I had my most disturbing postal experience this weekend. At 12:15 p.m. on Saturday, April 18, 2015 I entered the post office located at Charleston Town Center Mall in Charleston, WV for the purchase of postage stamps. To my surprise, I could hear what I would call rap music. As I approached the postal service employee I could hear him actively singing the lyrics..."so super bad...up and down..round and round...sooooo super bad"! At no point did the employee stop singing and jiving to his musical selection; just one breath to quote my costs of $19.60; no greeting, no thanks for my business, little acknowledgement of my presence. I was stunned. Is this appropriate on-the-job behavior for postal workers?

    Apr 19, 2015
  • anon

    recently our mail was delivered to the wrong place. Luckily the man who received was an honest man and returned it to us, the mail contained new credit cards. What if it had fallen into the wrong hands?

    Apr 15, 2015
  • anon

    I am so mad! We were gone 3-9-15 to 3-13-15 and had our mail put on hold. We filled out a card and on it were instructions that we would pick up the mail on 3-14-15. I go to pick it up, wait in line only to be told that it wasn't there. Then she asked if we called ahead to let them know when we were picking it up. I looked at her so dumb founded, and said no, we filled out a card. So she asked if I would like her to call the other post office that is conjunction with this one. I said yes please, she said no the mail is not there and that it must be being delivered with todays mail. So I go home and wait for todays mail only to receive just that days mail. It's Saturday and I don't have any mail that was suppose to be on hold. WHERE IS MY MAIL???? Now I have to wait until Monday to try and track down our mail. We always have mail every day!! 5 days worth of mail and no one knows where it is!!! What a bunch of BS! I am going to guess that the girl behind the counter didn't look in the right place or somebody stole our mail at the post office or someone delivered it to the wrong address!!! WHERE IS MY MAIL???? VERY, VERY MAD!!!!!!! What is the point of holding mail if you can't pick it up!! Someone is not doing there job right!!!! Patt

    Mar 14, 2015
  • anon

    1. I sent my son a package to Italy the week before Christmas, 2014. 2. The package was listed as undeliverable, so I requested the package be returned. 3. The package was sent back to the U.S. the last week of January, 2015. 4. The package arrived in New York customs, was then sent to Chicago. 5. Chicago sent it back to New York, and New York sent it back to Italy. 6. It then was sent back to New York , AGAIN. 7. New York sent it to Miami. 8. Miami sent it back to Italy, AGAIN!!!!! I JUST WANT MY PACKAGE BACK............................. I have called the 800-ASK-USPS as many times as I could without going crazy, with no resolve. They tell me they have no one that can put their hands on my package, I just have to wait until someone notices that they have screwed up royally and sent my package back to Italy instead of reading what the box says to do! My package has made the trip to Italy three times now, which I am sure has cost the USPS money to fly the plane to get it where it’s “not supposed to be”. I have been told that I cannot file a claim until my case is closed, but they refuse to close my case until the package can no longer be tracked. CAN SOMEONE HELP ME WITH THIS? IS THERE A DEPARTMENT THAT CARES ENOUGH TO CARE? IS THERE SOMEONE THAT CAN ACTUALLY SAY THEY HAVE THE AUTHORITY TO PUT THEIR HANDS ON THE PACKAGE AND GET IT BACK TO ME?

    Mar 13, 2015
  • anon

    Why is it when you have issues with the postal service you call thier 1800 number for help and the system takes 10 minutes or more then it hangs up on you when all you realy want to do is talk to someone whos alive and breathing but the dam stupid computer system wont let you no matter what selection you chose no wonder the usps is being phased out even the computer system is a stupid piece of shit

    Mar 13, 2015
  • anon

    Customer Service Issue. I entered the Post Office located on 2385 Godby Road, College Park Georgia at approximately 1:49p.m., today to retrieve a certified parcel, and as I stood in this long line and finally made my way up to the counter, a postal employee named Ms. TYLER then informed me that I had to get in another line for parcel pickup. I then stated to her that why wasn't there wasn't a sign posted informing customers of this and she "looked at me and gave me a hard stare" and proceed to say "DON'T YOU SEE THAT LADY" (a couple of rows down,) and she was yelling at this point, and then she smirk at me. I proceeded to ask for a supervisor (named "JAMES BILL" - that's exactly the information she gave me). After "JAMES BILL" and I conversed a little about it, i.e., the postal employee's "RUDE" attitude and especially the lack of a sign notifying incoming customer (through a visual display) that there was "a specific line" for certified/parcels pick ups, he causally shrugged his shoulders as if he really didn't care and that I was bothering him. I then informed him that I would be filing this complaint. Still he was unaffected by the whole process and offered no real reason why his staff was "yelling at me" or that they failed to have a sign up. My points are simple in that HEREIN is a clear portrayal of unprofessional/rude behavior by BOTH USPS employees towards a local customer and where no "REAL" effort was made to remedy a possible solution, i.e., neither an apology or a sign that says " FOR CERTIFIED/PARCEL PICK UPS ONLY!" This definitely would of prevented me from standing in a long line for "nothing", just to be told that I needed to go to another long line and wait again! 0 points for professionalism and customer service! Thank you. Charlene

    Mar 11, 2015
  • anon

    USPS does not care. the complaint you register here just get's bounced to the local USPS who already didn't care about your frustration or their incompetence. We as tax payers just get poor service and have to pay them for it. I care and think they should have adequate sign's and no one should yell at you. This is just a waste of time. I hope you get some help from USPS but I sincerely doubt it. I have been emailing sending complaints calling spoke to people at the actual post office , they do not care. We as tax payers are paying for them to have better health care then we get, higher wages our tax money apparently doe not go toward hiring human beings with satisfactory skills to do this job. I think we should start writing our Congressman and Senators.

    Jul 14, 2017

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