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 (782)

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  • anon

    The USPS website has been SLOW for years now. And the Tracking feature is often down.

    Mar 29, 2016
  • anon

    Horrible customer service!!! A rep that is supposed to specialize in international shipments (Donna - no wonder they don't give out last names) was totally clueless. I was trying to locate the package that was sent overseas back in December that somehow came back to Chicago from NJ, was traveling within different hubs in Chicago, and then disappeared early March. The rep couldn't answer a simple question and instead kept reading me the info that I can already see on the web site. And then got all snappy with me because I was trying to explain my question for the 5th time to her. No, Donna, it's not my fault you don't know the details of your job and can't explain the process. This was the last time I used usps for such a thing. Better overpay with Fedex and DHL than deal with such incompetence. The question remains is would I get my money back now? Guessing - not.

    Mar 18, 2016
  • anon

    When sending overseas, we can't contradict how they deliver the mail. If that country doesn't have the same scanning capabilities as we do, your item will not have tracking to the door. Tracking may stop once it leaves the US. Same with A PO AND FPO

    Mar 31, 2016
  • anon

    Why do post offices have such deplorable customer service???? No wonder USPS is losing money.. treat your customers well and you will get business. Postal workers need to be trained on customer service etiquette. More than 5 post offices I've dealt with have clerks who just don't care! Don't they fear losing their jobs with the budget cuts happening due to customers patronizing UPS and FedEx over USPS?

    Mar 18, 2016
  • anon

    I had a package being delivered through UPS, but the package was transferred to USPS. The UPS tracking number told me my package was at my local USPS but that it wasn't expected to be delivered until the next business day. I didn't want to wait another day, and my local USPS office is fairly close to my home. Once before this happened with another package, and I was easily able to pick up the package, no problem. The gentleman that helped me that time just asked to see my driver's license, and found my package no problem. This time however, it went down completely differently. The lady working at the desk (not the counter) asked how she could help me, I explained, and she sort of laughed at me. She said "There's no way I can find your package back there without a tracking number, do you have one?" I explained I did have one, but had accidentally left my phone with the email at home, but last time I had come here, they had found it no problem. She rudely stated again that there was no way she would be able to find it without a tracking number because there were literally thousands of packages. I was really annoyed, because she didn't even try to help me, and there was no one behind me waiting in line. I decided to go home and get my phone with the tracking number. I came back about 20 minutes later to USPS, tracking number in hand. I avoided the lady at the desk and went to the counter instead, I was afraid she would be petty and keep me from my package. The lady at the counter wanted me to speak to the lady at the desk, but I explained she was rude, and I wanted help from someone else. The lady at the counter told me to wait for a supervisor at the end of the counter. The supervisor immediately told me that she also would not be able to find my package, and I told her I had a tracking number. She said is was a UPS tracking number and demanded to know how I even knew that my package was at USPS, and I explained that UPS said it was, according to it's tracking number. She also scoffed and laughed at me, and said she probably wouldn't be able to find it. She took my license, went in the back, and about five minutes later came back with my package. Not smiling, not being polite or courteous. Just handed me my package. I said thank you and that I appreciated it, and she just glared at me. I should also mention that the first lady from the desk stood over the supervisor the entire time, watching the transaction occur. All I wanted was the lady at the desk to be polite, and at least feign interest in helping me find my package. Even if she had pretended to try and find it, I would've appreciated it. But the real kicker was the supervisor, being equally, if not more rude than her employee. And they ended up being able to find my package after very little searching, without a tracking number, and with my name and address, just like I thought they should be able to in the first place. So, why were they so rude to me and why all the hassle?!? Battle Creek, MI

    Mar 17, 2016
  • anon

    Please understand USPS has updated with new scanners and a system to allow customers to track their package. If it says it will be delivered the next day then so be it. Clerk's sort the package to the the carriers in their respected hampers and if the office is already short staffed and you are pulling that clerk away from the window to go through 50-100 packages to find 1 package for you because you didn't want to wait one more day. I do understand sometimes emergencies come up but we should give them a chance to do their jobs

    Mar 31, 2016
  • anon

    You should not be the person to respond on this forum because you're extremely rude. I guess USPS will hire anyone. No wonder you people are losing business.

    Apr 07, 2016
  • anon

    I didn't see the comment as rude. It was simply factual. The USPS delivers to everyone, not just you. If you need something immediately, go to the store.

    Dec 04, 2016
  • anon

    Today I went to the post office (Temple, Mill Ave) to buy a money order, hoping to mail it with other paperwork. The male clerk told me I need to pay for the money order. While I double checked with him, he said I should pay for the money order and an envelop together later. So I was very confused. Instead of trying to explain it to me, that person simply repeated his words again and again. I always feel nervous talking to this assistant, who constantly communicate the implicit message that why cannot you figure it out by yourself. Apparently he has no idea of what customer service is and thinks he is smarter than other people because other people are less familiar than him on the process he has done for years!

    Mar 16, 2016
  • anon

    My step daughter had a package come to my my address and she had put a change of address in the same town she was told it was no problem then a package came and instead of just holding like the do anyway the post master sent it to Denver then back this is the most stupid thing I have ever heard when the house is in the same town all they had to do was put a notice in the mail box saying she needed to go pick up a package at the post office which they do anyway. . The post master name MIKE WAS VERY RUDE TO HER AND MY SELF ...THIS IS WHY PEOPLE ARE NOT WANTING TO USE THE US MAIL ANYMORE my name is Bradley myrup phone number. 307-575-4319 PLEASE CONTACT ME! !!! THANKS

    Mar 14, 2016
  • anon

    Dear Sirs, I take customer service very seriously. My job with the Post Office is a maintenance mechanic with the Santa Ana F.M.O. department. We go out on a daily basis inspecting and cleaning collection boxes. If found to be beyond repair we remove and replace them. I'm sure i don't need to tell you there is an extreme amount of collection boxes in disrepair. From faded paint, rust, damaged Eagles and the list goes on. I am a worker and I don't understand how the upper echelon operates and how decisions are made. But I do have firsthand knowledge of the conditions the public sees everyday. These eyesores reflect poorly on the Post Office. I would like to do my part to help eliminate these problems, but my job is being taken from me. Reason being, man hours have not been documented properly. The cause/effect equals abolishment of two or three maintenance mechanics. When in all reality we could add two positions. Custodians in a-lot of these carrier stations are authorized to perform level seven work and also receive higher level pay. I do not begrudge anyone the opportunity to learn different skills or to earn more money. When these actions affect me, I take offense. Thank you for allowing me to express myself, if nothing else it is somewhat therapeutic. I just feel that I have a greater impact in the field, but I will respectfully go where I am told. Jay Garvey #03307101

    Mar 13, 2016
  • anon

    On March 12th around 9am Saturday morning. I went to the Staten Island Forest Ave Postal office location. I went to the window where Postal worker Phylicha was stationed to assist me. I asked her about a package that I had recieved a email that my package was in the post office. Phylicha had asked me in a low tone how do I know that my package is here?. I said "excuse me?" Because her tone was very low. She repeated herself and I told her I had recieved an email. Phylicia then said to me to watch my attitude and tried to argue with me. I then told her with customer service like that you'll never last with this job. I am seeking for Phylicha to be retrained for her lack of customer service.

    Mar 13, 2016
  • anon

    With all these comments about postal clerks being rude, what is being done about it? The office in Miami Gardens, FL has a couple of clerks that are beyond rude. I went in today and nicely said, "can I have a supervisor scan my package?" They told me that I have to request that the supervisor scan my package or it will take longer to get to my recipient. So I did that and this one clerk just totally ignored me. I waited a few minutes and went up to her to ask again. She retorted, "I'm busy! When I finish I will call for the supervisor." I waited for more minutes and prayed for her. She finally says, "leave the package on the counter, I will make sure it gets scanned." So rude.

    Mar 10, 2016
  • anon

    Dear IG, Why are so many USPS employees so rude? You would think I'm asking them for a kidney. Specifically the Silver Spring, MD, office on University Bldv West. The only nice and professional Postal officer dealt with passport applications. I started to--repeat--started to ask for help when a postal worker YELLED out, "We can't help!" Really? (Had a question about a specific form.) So I mumbled, "Guess I guess we'll all be here after closing." Only after saying that did someone even attempt to help. This is ONLY the tip of the iceberg. Minimum 80% of face-to-face clerks should be fired! They're also destroying your bottom line. Contrast that with the Clemmons, NC, USPS. They offered to help BEFORE I asked! They solved my problem in a fast, efficient, and professional manner. And with a smile. This was the BEST postal experience I've ever had. In hospitals they call it the Patient Experience. We lose money when they're bad. If hospitals can go through retraining why not the USPS? I always greet USPS personnel with a smile and sincerely hope they having good day. When done I say, "Thank You." Thank you, MZ

    Mar 09, 2016
  • anon

    I have had terrible experiences with the Addison Airport Post Office in Addison,TX. The female manager there is EXTREMELY rude, unhelpful and snippy everytime. I shipped 8 small packages on Tuesday and was told they would arrive by Friday. Friday they had not arrived and had no tracking info. Saturday..same thing. Monday the tracking info finally updated and it said they had arrived in Dallas! That's 20 minutes away! So on Tuesday it still said the same thing and I went to ask about it. I waited about 30 minutes for her to talk to me and she immediately said "we give the estimated time of arrival it's not guarenteed" I explained that I completely understood that but found it concerning that after one full week and days after the estimated arrival date it had only made it 20 minutes down the road to the main hub. She told me all I could do was look up the tracking numbers but I just needed to be patient. Like..Am i crazy for thinking that is a problem? She was VERY snappy and rude and wrote down a number I could call "if i really wanted to" but said they would just tell me the same thing. When I realized the number was written incorrectly and found the correct number, they said that I absolutely had a right to be concerned and they didn't even know why the packages went to the center in Dallas in the first place.

    Mar 08, 2016
  • anon

    Today I took my mother to the post office in Cedar Lake, Indiana, Zip 46303. We were greeted by what might be the rudest postal worker I have ever encountered. She did not wear identification, has dyed black hair and treated my mother like she was stupid. My mother is 83 years old and slow but not an idiot. She needed assistance using a debit card and I was helping her. This postal worker also told me that no international stamps are printed and I would just have to piece together different stamps to equal the correct amount. I know this is incorrect as I just bought some a couple weeks ago. My mom warned me that this postal worker had been rude to her before but I was truly shocked at this level of hatefulness. Please investigate and make an effort to change her attitude. Unfortunately my mother has no other choice in postal service as her age limits her transportation options. After many pleasant interactions at other post offices around the US I was very disappointed in her service.

    Mar 07, 2016
  • anon

    Your employees are rude. My mail has been misdirected for over 6 months and my only response is to buy a PO Box. 73036. Another reason to use FedEx, ups, and generally avoid this 'government ' business. When I contact the area postmaster I am informed that my post delivery person was stung by a bee. I am frustrated and angry. Perhaps I'll actually become a beekeeper instead of being bee friendly. Understand this, you have employees coming into my place of business and being rude..in uniform. At some point you need to have a modicum of professionalism , even if you refuse to deliver my mail.

    Mar 07, 2016
  • anon

    I went to the post office (64055) to check on why my package has been sitting there for three days. I waited and waited for my turn. Then waited some more. 45 minutes to get to talk with some one. There was only one person behind the counter and she was doing the best she could. Mean while the supervisor had to be called twice to come to the front to address a complaint. Then gives an excuse of they were under staffed. Apparently he was back in his office doing nothing. Finally some one else came up and I asked why my package was still sitting in the office. She tells me that the drivers are out on delivery. She did not understand. I tried explaining it again. It was not out for delivery, it was still there. She did not want to be bothered to do her job. Meanwhile my package is still there since Wed the 2nd of Mar. I am not a happy customer.

    Mar 05, 2016
  • anon

    The service at our post office is absolutely terrible. On 2/22/2016 I went to the post office to take a Priority mail package in to have it weighed and postage put on. Everything was addressed with the person it was to go to and the return address already on the package, it was sealed and ready to go. The line was long. Only one person at the counter waiting on customers. I was forth in line and many more behind me. The customer at the counter had not wrapped her package or had addressed it. The postal worker had to help her and waited on her to complete the task as well as address the package etc. Meantime the line was still there. All of a sudden two individuals popped in to mail an international package. They had not been in the post office, they barged in and went right up to the counter, they were told to wait in line. Instead they stood there. Finally, another employee came to work the counter, and took them first. Instead of the other worker tell that him that they would have to wait in line like the rest of the 10 or so other customers. It has been my experience that the workers are extremely slow and have a very lack-a-daisy attitude. When our mail carrier comes to deliver the mail it is very seldom put in the mail box which is quite large and is a locking type as there has been a lot of mail theft in our area. We spent a lot of money to have the front redone and a brick pillar built to put the box in so that we would have more protection against this type of events. The mail has been on the wall, or on the front porch for any one to see. Most of our neighbors have the same type of set up and their mail is left hanging half way out of the box. When you go in to the post office to complain, nothing happens. We all know it is a federal offense to tamper with mail, and the postal workers themselves are part of the problem.

    Feb 24, 2016
  • anon

    My daughter and I went to our local post office (Paris, IL) to send her first semester school work out. The service that we received there was unacceptable by anyone's standard. First, the clerk at the counter was very rude to us when I asked for tape to secure the package, stating that the postmaster took their tape away from them. She then went on to say that I did not need to be angry with her, and to speak to the postmaster about it. I accepted that option, walking across the lobby to speak directly to him about the situation. He opened his door, and when he did I realized that this was Mike Reed, a man that had graduated with me in 1985 from Paris High School. Regardless, Mike informed me that if I wanted tape to secure my daughter's school work, I could purchase tape from them. For the record, my grandfather was a rural letter carrier with this office for over 30 years, as was his brother. It would be safe to assume that in their day, the federal government probably was not petty enough to harass a paying customer over tape. This problem needs to be resolved. I work in retail sales myself, and if my customers were treated like that, my business would close in short order.

    Feb 24, 2016
  • anon

    Our express thanks to our former letter carrier Sarlu Natividad! He has been an excellent mail carrier! Kind, thoughful, always smiling and helpful, even when he has been working long days. He now has his own route, but we hope we will get him back as our permanent letter carrier one day! Most Sincerely, Steve and Virginia Nelson

    Feb 24, 2016
  • anon

    The customer service is absolutely terrible. I paid to have tracking on a package but for over a week it has been stuck in-transit from Greensboro, NC (it is going to Philadelphia from Virginia) with the estimated delivery date now still stuck at a week ago. I called the 1-800 number and was told the hold time was over an hour, so I opted for call back. When I did get a call back, I was prompted to enter “1” to continue. No matter how many times I pressed “1” the system did not recognize it – until the total number of attempts were made and I was hung up on. The system did recognize all the other numbers, just not the one to let me talk to a person. I then submitted an “email” using the online form. The very first question it asks is for the tracking number, which I provide. I am then asked a lot of very specified questions not at all related to my issue making it impossible to enter my real issue, so I have to type it in. I get an automated response and an email to call my local post office. I call the number – no one answers and I get a voicemail message that the recipient does not subscribe to the voicemail service, so I cannot leave a message. I submit a second “email” online using the form system to complain about the lack of accessibility to people. I am again asked to enter the tracking number, which I do, with some more equally too specific and irrelevant questions. This time, I request a phone call response specifically. When I finally get a phone call from the representative, she asks me for the tracking number (I tell her I have already entered it multiple times into the online email form abyss but she says it was not provided to her). She refused to address the issue of the terrible online form, the robot that refused to let me talk to anyone, or the fact that she had no voicemail so I could not leave a message and only got to talk to her by dumb luck of her happening to answer the phone. She kept talking over me that she was trying to address problems in the most efficient manner and eventually hung up on me.

    Feb 12, 2016
  • anon

    excellent service. I got my parcel three days earlier by first class. thank you so much. :)

    Feb 04, 2016
  • anon

    I am a clerk in a small town. I have recently had a customer begin complaining that he claims he has not been receiving all of his mail. When ask for more information to define where the problem might lie, he refuses to listed, talks over me, will not respond to questions, and won't accept possible explanations. He does not have a mailbox for street delivery, and has a PO box in my office. However, most of his mail seems to be addressed to his street address rather than his PO box. In the last few times I've spoken with him in the office, he has become more and more abrupt, and has even started to become a bit abusive. Is there anything I can do to resolve this, as he refuses to have actual conversation with me?

    Jan 30, 2016
  • anon

    The service at the New York Times Square station is beyond horrible. They treat you with no respect or concern. Not to mention they lie to your face.

    Jan 29, 2016
  • anon

    I called my local usps about a package that didn't arrive the date it was suppose to and this one guy answered the phone. I told him that I'm checking on my package that was suppose to be delivered today and I told him the street and city and I suppose he didn't hear me say my street name and said, "2390 WHAT!". I told him the street name and tried to apologize and he hung up on me. I called back and the same guy picked up and when I was about to say something he patched me through to someone else. What is wrong with these people, they could have at least said, " I apologize sir, what's the street name.". I will never use usps for packages ever again unless I have to.

    Jan 29, 2016
  • anon

    I called USPS this morning, from 9:20am to 9:40am, at first no one picks up the phone call although their business hour is from 8am, finally someone picked it up, but the staff is so rude! I cannot believe he's yelling at me! I was just calling to track my package, which should be delivered a day ago, and he's yelling, he's so rude! I don't know how could such a person provide help to customers!

    Jan 21, 2016
  • anon

    Whenever I use USPS mail with tracking and drop the package at the post office. When I check the tracking after 23 days it says "The seller has provided a tracking number. The tracking status will be updated once the shipment reaches the carrier. This is a complete lie and the fact is that they are totally inefficient. The sooner we privatize this monster the better it is because we are losing money in millions and teh service is terrible.

    Jan 20, 2016
  • anon

    I've used priority shipping 7 different times. Not a SINGLE package arrived within the 1-3 days. After calling and saying something after the 7th time it happened, they said "use someone else to ship your stuff then". Let's all give a hand to the wonderful employees of the USPS.

    Jan 18, 2016
  • anon

    I love the online service and opted to pick up held mail during my move instead of having it delivered to my new address. That was a mistake. A sweet man saw that the line was getting large and said he could help anyone shipping flat rate with a credit card could be helped to the side. He walked through the entire line and helped multiple people which was wonderful. I honestly didn't think he could help me with held mail so I waited patiently. At coming up to the counter a nice woman in a usps shirt started to head back and look for my mail. A woman behind her in normal clothes, no usps shirt, no name tag, stopped her abruptly and told me the man on the side was going to get it and that "he just asked about it" rolling her eyes and then she looked at the customers behind me and laughed! I slept on it because I was concerned I just needed to shake off this experience but I can't, I am so hurt and embarrassed that anyone in customer service would act this way to a patient customer. I assumed that her attire meant she is a manager and I did not ask to speak to one because I did not want to interact with her again. The 47802 area code usps has always been so great, I am happy to move now that someone that rude is there.

    Jan 17, 2016
  • anon

    Hello There, I wanted to let you know about an experience I had today at the Post Office in Shoemakersville, PA. I have been a customer up there for over 10 years. Lately, the new Postmaster has been rude to my mother. She gets snarky about stamps telling my Mother, who is a senior citizen, that they have only EVER had Forever Stamps! How rude! All she was trying to do was buy a few penny stamps so she could use up her old stamps. This postmaster has made a series of unnecessarily rude comments to my Mother. I am tired of seeing her upset! Today was an upsetting day for me, as well, in regards to this office. You see I drove up and went inside to mail off my some government documents. My debit/credit card was not signed as this is my preference. The clerk pointed to the sign that requires all cards to be signed. I said I don't want to sign it & would you like to see my license instead. He insisted I sign it & so I did as I needed to use the card for payment. However, he never verified my signature with my license. So this measure he was taking was pointless & aggravating. How did he know I was the true owner of the card? He is just a substitute for the amazing woman, Carol, who always does an outstanding job & works as the clerk in this office. Frustrated with this office. Think I will start taking my business elsewhere. Sincerely, Lisa Bartlett

    Jan 16, 2016
  • anon

    I have been trying to obtain a post office box, as the system doesn't deliver to my address. 3rd time back today, to follow up since the Waialua postmaster "Rick" wouldn't communicate. He asked for my ID and I told him I brought it in the previous time when the post office box application was submitted and did not have it with me today and that I'd be back for the 4th time. As I was walking out the door he made a wise crack that I was driving without a license. I told him that I had walked in the door and I was riding in my son's vehicle. Rick has a problem with his mouth and shouldn't be dealing with the public, especially as a postmaster.

    Jan 15, 2016
  • anon

    I would like to take time to thank one outstanding employee in the Mission George (San Diego CA) office. Her name is Blelanca and she did such an outstanding job that I thought I should let you know. I needed to renew my passport and things have changed a lot since the last time I didn't know exactly what to do. I had all of the correct forms but was not sure how to proceed. She took the time to help me, was very nice about it and never made feel like an idiot for not knowing what to do. Great job Blelanca ! thanks for your help.

    Jan 13, 2016
  • anon

    to who it may concern: this a complaint this post office at 886 arcade street saint paul mn 55106 have a bad service I fill out a change of address and those people that work there didn't send me the confirmation of change of address a sent a letter and they send back TO ME I WILL NEVER GO BACK TO THE POST OFFICE THOSE PEOPLE A BAD SERVICE THEY DONT DO THE JOB.

    Jan 10, 2016
  • anon

    Re: Port Washington,ny 11050 Post Office - Clerk 25 (1/9/2015) - highest marks go to this clerk for his courtesy, warm smile, knowledge of services and efficiency. He was the only clerk at the window on a very busy Saturday with rude customers (common to that area). Always smiling,cheerful and helpful. Customer service at it's best!!!!

    Jan 09, 2016
  • anon

    A clerk at my post office - 07417 - wears an earphone and has private cell phone conversations while supposedly taking care of customers. It is rude and intolerable. How do I even know if she is doing the right thing while laughing and talking on the phone at the same time? She holds her head down and pretends that she isn't talking!! I guess she figures we're all so stupid!!

    Jan 09, 2016
  • anon

    Recently, my daughter in her 20s, went in to mail a toy to someone. She encountered a counter clerk who has been rude in the past. Sure enough, this lady, her name is Felicia at 28532 zip code post office, was rude to my daughter. When my daughter came out, she was about to cry. I went inside to talk with a supervisor & asked to speak privately. Supervisor had myself & daughter in a back office & we were talking privately. About halfway during the conversation, to let him know about Felicia & the way she acts, Felicia walked into the office without knocking under the premise that she had to check a fax machine. Of course, no fax there. Tried to point out to the Supervisor that this was deliberate. He defended her action. What happens if I'm there in a PRIVATE conversation & someone interrupts like that? No Longer Private!!! There is a problem with this postal employee. One time weeks before, I was there and Felicia was in the lobby working on the inventory of envelopes & things, and as I walked past her, she broke into a very weird & strange laughter out of nowhere. No one else was there, she didn't just hear a joke. The rumor around town is, avoid Felicia, she's rude to customers. We can testify. So rude to make someone cry? This is ridiculous. Customer service training might fix her. We are customers, you want us to use your service. Make it so we don't have to avoid someone who probably should not be working at the front desk with customers. Today, we went to another post office. My daughter needed a rate estimate for a book. She showed the clerk that she had a book. Asked for all rates. The clerk told her the 1st class & also the priority rate. When my daughter told me, I went back in there and asked, what about Media rate? Books qualify for Media Rate. Why wasn't my daughter quoted that rate also when she asked about ALL rates? Why is there a push to sell a customer the priority rate, when we've already had issues where priority packages cannot arrive on time? Why must we deal with rude employees (not all are that way, but too many are) and packages that can't arrive on time when sent priority mail? What is going on?

    Jan 07, 2016
  • anon

    You are ruining my Ebay business. Your horrible lazy carriers REFUSE to scan my packages. So all my packages show up as being shipped out late now. That hurts my numbers and costs me money. Then you CONSTANTLY lose my packages. I am pretty sure you guys are STEALING them since you know what I am selling now (because your damn carriers are so nosy). So because you REFUSE to scan them and CONSTANTLY lose them, I get screwed out of claims because you say I never shipped them because YOU didn't scan them. So sick of it. Costing me so much money. I will be using FedEx and UPS 100% of the time I guess. LOSERS

    Jan 07, 2016
  • anon

    Just prior to Christmas I ordered a package. I wanted to make sure I got it in time, so I paid for 2 day shipping. I took the day off work, and waited for the package to arrive - I was even afraid to use the bathroom, so I wouldn't miss the delivery. All day - nothing. Then my daughter walks in the front door and hands me a form - "Sorry we missed you...your package is at the post office...". The driver did not knock or ring the doorbell! It's too late to pick up the package, so the following day I head to the post office (Austin TX - Old Fredericksburg Rd location) to pick up my package. When I leave, I find my truck, that's parked on the street, is smashed in the front. Then I notice that there's white paint on the bumper, and the fender has a sharp crease that does not come from a passenger car/truck bumper. It had to come from a flat steel bumper like used on the back of delivery trucks. Now it's pretty obvious why the driver didn't ring or knock! I went down to the post office and talked to a manager (Abe) about filing a claim. He was very nice, and wrote down all my information, and went outside to look at my truck, and took a number of pictures. Abe said that the truck that went to my house was still out, but when it got back he would check if for damage, and then file the claim, and call me back. I never got a call back from Abe. I have tried (many times) to call the post office to talk to Abe, but the line is always busy, or rings indefinately (once waited over 30 minutes on speakerphone, and noone answered). I've gone to the post office a number of times and asked for Abe, he is always out or in a meeting. I leave my information and ask for him to call, but he refuses to call. I seem to be SOL. The USPS is untouchable, they simply ignore any problem until it goes away. If a public company operated this way they would be out of business in a hurry. Maybe that's what should happen to the USPS - THEY SHOULD GO OUT OF BUSINESS!!

    Jan 06, 2016
  • anon

    The USPS needs much improvements. The customer service is slow and the system makes no sense. At my local Post Office, their is no urgency to help customers and no accountability for rude service.

    Jan 05, 2016
  • anon

    USPS math. Purchase made on a Saturday. Shipping confirmation received with USPS tracking for "PRIORITY 2 (TWO) DAY" shipping. At USPS facility on Monday. One would expect the estimated delivery to be Tuesday or at the very worst Wednesday... USPS estimated delivery day is Thursday, January 7, 2016. I understand government likes to set low expectations but for heaven's sake don't call it priority TWO day mail and provide an estimated delivery date of 4 days later.

    Jan 05, 2016
  • anon

    I would like to formally complain about the unprofessionalism of the manager of the USPS postal office in on Biscayne Boulevard in North Miami Florida. Space the manager told me that you will not look for my package because it may be in a pile of 300 - 400 packages that maybe sent back to sender. I was outraged because today is now January 4th and my package came in December 28th and was marked as undeliverable as addressed. Up until this moment no one can tell me where my package is I'm calling customer service in corporate and they're telling me that is there at that facility. I called corporate once again to make a formal complaint against that pulls the service I don't I can't imagine how they can mark a package as undeliverable as addressed and on the site it says still in transit. I made to request to have it delivered at my location and nothing still nothing. As a result I ended up having to go to the post office where corporate is telling me that this is where my package is. I am really disappointed in the fact that I cannot get my Christmas gift from my father and because of the incompetence the possibilities theft that goes on in that postal service so anyone can reach out to me as soon as possible to rectify this issue out of the most certainly happy. I honestly don't think its right for a manager to tell me that she's not going to go in the back and look for my package knowing that it may be sent out to be returned the next day. I also find it strange that if it is being sent back why isn't updated in the system think so. In that case then it's not in transit to my house so please I'd really appreciate if this issue is rectified immediately. Sincerely disgruntled unsatisfied customer. #13151560000096382264

    Jan 05, 2016
  • anon

    I have filled out a mail theft report online. When complete, I reviewed the information per your direction. At this point I expected to submit the report. However, there was no "submit" button. How am I supposed to submit the report??

    Jan 04, 2016
  • anon

    the USPS customs declaration form available online is not functioning properly in chrome or safari webbrowser (unfortunately I cannot give the website information here, since this information will trigger a spam filter). After specifying Germany as a destination, the form freezes and does not allow to enter any information. When first filling in all shipping information except Germany as the destionation and then choosing Germany as destination, the weight and value fields appear blank and the information filled there is lost. Any attempt to enter the missing information only result in the form getting centered at the beginning of the page. This error is reproducible although in the past a workaround was to go ahead and fill in missing information later. This is not possible any more. This form is very poorly done, I would appreciate if the website would be compatible and easy to operate. Best regards, Klaas

    Jan 03, 2016
  • anon

    Today, one of the clerks refused to accept my package because the name did not sound "real"to her. Even if the name is strange, is it up to the clerk to refuse a box because the name sounds unique? This is at the post office at zip code 08816. My overall experience with them has been very negative, because each time the people there make you feel like an idiot if you do not know what you are doing.

    Dec 30, 2015
  • anon

    Very bad experience with very rude package pickup guy. Did not show up at the scheduled time and I had to go out to mail it myself. When he came late, he was very upset about the fact that there was no package to pickup anymore. He was so rude and it was frustrating thinking that he can keep spreading the attitude and still get away with it.

    Dec 29, 2015
  • anon

    USPS staff are very RUDE!!!!unfriendly and disrespectful towards to their customers.They have trained their staff to be professional over the phone.USPS should identify who are the rude agents of their site so that they can fired them.

    Dec 27, 2015
  • anon

    Hello, I wanted to comment on the service I received at United States Post Office in high ridge, Missouri, zip code 63049. I knew that the post office was open till 5:30 p.m., and I have been delayed getting there and manage to get in about 5:28 or 5:27 and the door was still open so I walked inside and I asked the woman behind the counter, whose name I did not get, if even though I was here at the last minute I said at least I made it before the doors locked and I told her I wanted to mail a package, and she said unless it's ready to go, that I've got two minutes before its 5:30, and I said well I need to tape the box shut and tape the label on it but I just wanted to make sure I got here before the door locked and then she informed me after looking at the clock again she said actually its 5:30 right now and I said is it on a timer you're not allowed to process the letter after a 5:30 and she proceeded to tell me that she did not get paid after 5:30 and she was not going to do this for nothing. That is exactly what I was told. I really wasn't sure I was hearing what I was hearing because I thought surely I would get even a little better customer service even from 8 panhandler asking for change! And I just looked at her and I said well I'm not quite ready and she just said sorry I go I thought I just put my package back together and I said I smiled and said I understand I wouldn't want you to do that I wouldn't want you to work and take this package and not get paid of course not, and oh I totally understand I said, & I don't think she could read my disappointment and my disbelief and I just smiled and said I'll go to another post office tomorrow and I walked out and not asking whether the package was very important or that even though it take just an extra minute for me to tape the box and put the sticker on it to mail my package was a cell phone I was emailing back to the manufacturer, and I wanted to make sure it got there at a certain date, anyway overall I was just so mortified in a way by the absolute non caring customer service that was demonstrated there. I mean, I couldn't believe my eyes when I walked in and she said it unless you're ready to go or closing and then asking if it was on a timer and said and then was told that well I don't get paid after 5:30 and I'm not going to do this for nothing. And I thought, for nothing? This is customer service you're doing it because somebody is in here before your office closed and they need help and Ironman retail, and if the customer is in your store hello, I wanted to come it done the service I received at United States Post Office in high ridge, Missouri, zip code 63049. I knew that the post office was open till 5:30 p.m., & I had been too late getting there and manage to get in about 528 or 527 and the door was still open so I walked inside and I asked the woman behind the counter, whose name I did not get, if even though I was here at the last minute I said I least I made it before it the doors locked and I told her I wanted to mail a package, and she said unless it's ready to go, that I've got two minutes before its 5:30, and I said well I need to tape the Box shut and tape the label on it but I just wanted to make sure I got here before the door locked and then she in for me after looking at the clock again she said, actually it's 5:30 right now so I'm not getting paid , and I said is it on a timer you're not allowed to process a letter after 5:30 ? she proceeded to tell me that she did not get paid after 5:30 and she was not going to do this for nothing. That is exactly what she told me. Is that really the policy of the post office? I mean can it be that cut and dried, that that cold and uncaring where your customers even though they were in there before the door was locked to be told that it's now 5:30 and I'm not helping you for nothing because I don't get paid after 5:30? I mean is that if caring as the training goes for the post office employees, especially during this time of year? Can this really be this uncaring? Is that with the employees are trained to tell the customers especially during the holiday season? Nothing could make up for not being able to get my package. But still I think that an apology or any any word the only apology I received was that sorry I'm not going to help you, and that's hardly an apology, sorry you don't get any assistance because I'm a mercenary and I don't get paid after now and then if you think I'm going to help somebody for nothing you've got to be kidding? At least that's the definition of mercenary that I learned in school. And it is not an honorable name. I would like to know that this employee was spoken to and was somehow made to take some kind of sensitivity training or some sort of of , I don't know how how to deal with customers how to empathize with during the holiday season especially, and then from San Luis there's several publications that that I read it one of them is one called the Riverfront Times the kind of is a I guess you would call it a liberal type of entertainment paper and people riding editorializing services and things that they have seen and heard and received in the St Louis area, and I would love to relate this experience to one of the local news stations or a publications like like the Riverfront Times, or something, I would like someone to know that this is the service I received. I think that it doesn't deserve to be hidden away and nobody knows that this was what is being told to somebody who who really needed something to be mailed an and desperately got in at the last second and I think this is the kind of story that that the human interest story that publications or some canoes meter would love and I would feel like good this would call attention to the kind of service that somebody thinks they could just go out in the name of the post office, because I just refuse to believe that this kind of behavior and customer service is is endorsed by the post office! I can not possibly see how that can beat a rule where customers told that they are out of luck I don't get paid to help you then I don't help you. If I have to do one thing for one minute on my own time you're not getting it. That's what it boils down to that's exactly what she was telling me. And I would like to make that known that this is the kind of thing that's going on and I cannot believe that I was on the first one to have receive that kind of treatment from this person. If I am the first one then well then it's my my good Samaritan duty to the least warn people that this is what you're going to expect if you are getting there before closing but the closing time comes and you're not out of there still writing something or sealing a box. Wealth that's all I have to say and I guess I said enough, probably cheated myself over and over and over again but I'm just so so very upset and just very hurt inside of the about the whole incident. I'm not what you would call a super sensitive person, but I am when it comes to somebody not caring at all about the customer service when they are in that business of being of service to a customer. I hope you don't think that this sounds too complaining into ridiculous of a complaint but I really tried hard to get there before the door closed and I have been dealt with so unfeeling was it again it is so hurtful. So I'm going to try to get to a UPS Store this evening if I can and if I can't I will go to the UPS store tomorrow morning. But I won't be going to the post office for a while. I really wasn't sure I was hearing what I was hearing because I thought surely I would get even a little better customer service even from a pan handler asking for change! & I just looked at her and I said well I'm not quite ready and she just said sorry but I am not helping you if I don't get paid. I felt dumbstruck but smiled and I just put my package back together and I said I smiled and said I understand I wouldn't want you to put yourself out for me, & she either could read my disappointment and my disbelief or could and did not care. I think the latter, because as I walked out she goes sorry but thats how it is, and I just smiled and said I'll go to another post office tomorrow and I walked out and not asking whether package was a very important or that even though it takes is the next for a minute for me to take the box and put tape it shut, but anyway overall I was just so mortified by the absolute non caring customer service that was demonstrated there. I mean, I couldn't believe my ears when I walked in and she said it unless you're ready to go we're closing and then asking if it was on a timer and said and then was told that well I don't get paid after 5:30 and I'm not going to do this for nothing. & I thought, for nothing? This is customer service you're doing it because somebody is in here before your office closed and they need help and I am in retail, and if a customer is in your store at closing time you usually ask them to make their final selections and come to the checkout counter as soon as possible because we're officially closed but you don't round them up or you don't tell them that well if it's technically the closing time and we're not going to check you out now you know you're in our store and have a shopping cart full of things put him back because if I don't get paid I don't help you, and that is appalling customer service. I can buy a product anywhere, I can do anything for a product to get a product anywhere but I can only get customer service so many places, so I am now just literally minutes after leaving the post office I am in the parking lot and I'm going to look up at UPS Store or some kind of a career wherever is open tonight that I can mail this too and I will gladly give my money to United Parcel Service instead of the United post office to States Post Office. I did not catch the woman's name she did not give it to me and I didn't bother to look but it was 5:30 on Tuesday December 22nd 2015 whoever was at the front counter of that post office in high ridge Missouri, and I will gladly tell people whoever I come in contact with to not only avoid that particular branch of the post office, but I would recommend spending you know whatever it costs to go through a United Parcel Service or some kind of a delivery service rather than the post office in Jefferson County Missouri, especially in high ridge, and although I am in retail and don't have a tremendous sphere of influence, I do work for a retail store that sells newborn supplies and baby furniture such as cribs dressers and I have constantly come in contact with young people starting families and their parents and friends and I am constantly starting conversations with them because that is part of customer service you want to make them feel at ease and glad they're in the store and 50 know if the need arises people ask my recommendations of things and sometimes we just get talking about different opinions like restaurants stores, things like that, and you know we give our opinions and I will be glad to give my opinion of the customer service received at the post office here in high ridge Missouri. And see what kind of reaction I get from the people I share the story with. And I blame things like that on management, because in my stablishment we are trained to make the customer first no matter what and unless there is a real problem with somebody becoming very disagreeable we do not correct the customers but we as we find out what they need and we tried to deliver it to them and if they just insist on not being satisfied we at least try to get them to leave with a smile or at least know them knowing we did our best and to accommodate accommodate them and that is directly because of the management that of the store I work at, that is the standard that was said and if we go below that standard, the workers are noted and spoken to. So if the management of that post office headset a standard of that if a customer is treated shoddily and complains you will not have that acceptable and you will do something about it and that to me that just says that there was no standard set by management or if there was, the worker completely disregarded it and I'm wondering why that worker is actually working there, their customer service position, especially this time of year when its could be vital to somebody's holiday or they're there their morale to have a package or or a letter delivered at a certain time and not knowing what I was mailing this clerk did not ask or care one way or another the only thing they cared about was that she wasn't going to work one minute past 5:30 because she didn't get paid and it didn't matter what my letter was or how important it was to get mailed. It's such a shame, and I'm so disappointed I'm so hurt by the incident because of the uncaring and and non inquisitive manner that I was treated. I will gladly tell people who ever I come in contact with to not only avoid that particular up branch of the post office, but I would recommend spending you know whatever it cost to go through a United Parcel Service or some kind of a delivery service rather than the post office in Jefferson County Missouri, especially in high ridge, and although I am in retail and don't have a tremendous fear of influence, I do work for a retail store that sells newborn supplies and baby furniture such as cribs dressers and I have constantly come in contact with young people starting families and their parents and friends and I am constantly starting conversations with them because that is part of customer service you want to make them feel at ease and glad they're in the store and if the you know if they need arises people ask my recommendations of things in sometimes we just get talking about different opinions like restaurants stores, things like that, and you know we give our opinions and I would will be glad to give my opinion of the customer service received at the post office here in high ridge Missouri. And see what kind of reaction I get from the people I share the story with. & I blame things like that on management, because in my establishment we are trained to make the customer first no matter what and it less there is a real problem with somebody becoming very disagree herbal we do not correct the customers but we at with find out what they need a we tried to deliver it to them and if they just insist on not think satisfied we at least try to get them to leave with a smile or least note them knowing we did our best and to accommodate, today them and that is directly because of the management the of the store I work at, that is the standard that was said and if we go below that standard, the workers are noted and spoken to. So if the management of that post office at 7 standard of that if a customer is treated shot early and complains you will not have that acceptable and you will do something about it and that to me that too says that there was no standard set by management or if there was, the worker completely disregarded it and I'm wondering why that worker is actually working there, it customer service position, especially this time of year when its could be vital to somebody's holiday or there they're there in morale to have a package or or a letter delivered at a certain time and not knowing what I was mailing this clerk did not ask or care one way or another is the only thing they cared about was that she wasn't going to work one minute past 5:30 because she didn't get paid and it didn't matter what my letter was or or how important it was to get mailed. Is such a shame come and I'm so disappointed I'm so hurt by it the incident because of of the Sun caring and and and non inquisitive manner that I was treated. I to even have been asked like that even considered like this is important or it's the holiday season and I wouldn't want something to not reach someone, it'll only take a minute so yeah no problem I'll donate 2 minutes of my time and and stamp hear your box for you but you know no I wouldn't want that her her personal time to be taken away or especially wouldn't want her to have to appeal to the supervisor saying that well a customer came with the last second and it was very important to him to have a package mailed off so I stayed and tonight claim mad on my time or or I don't know what the procedure is at the post office but certainly it isn't to tell the customer hey you got one minute if its not ready you're out of luck, and then being told well hey by the way you're out of luck now because I don't get paid after now and I'm not helping you for nothing. What a wretched and sad experience I had tonight.

    Dec 22, 2015
  • anon

    Do you think anyone is actually going to read this long mess you wrote???

    Nov 16, 2017
  • anon

    I have been using Amazon.com quite a bit this year. I want to report that I am encouraging Amazon to terminate the agreement they have with USPS either to my home or returns to be sent back. I have had many late or no show packages this year on my 2 day guaranteed delivery from Amazon when they use USPS. The final straw is the package I sent Priority Mail back to NY from NH on a defective item. I sent it on Dec 15, 2015 and was scheduled for delivery 3 days later on Dec 19, 2015 (ok, I will let you deliver in 3 days and a little extra with the holiday traffic. Now I find out today, that they have not delivered on Dec 21, 2015, now 6 days from when I mailed it. Ok, if you want to call it priority mail and charge 10 times more than a first class stamp, get it there with PRIORITY. Stop advertising that you ship in 2 or 3 days. IT IS A LIE. The USPS just may be sued for false advertising if this keeps up. But I will make it easier on the others that ship with this monopoly, I will spend more money, (btw, not much more), but UPS Ground would have put that small package into NY on 2 days, no problem, and I will not hear 400 excuses why it was late, because they DELIVER, USPS DOES NOT. Now is the time for a private package service to take away this poor performing USPS. FIX IT OR GET OUT OF THE BUSINESS AND STOP LYING TO YOUR CUSTOMERS WITH FALSE ADVERTISING.

    Dec 21, 2015

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