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 (140)

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  • anon

    Moderators---PLEASE---if all you have to say is "please consider filing a complaint at your local post office", don't even bother posting a reply to the problems of the individuals on this site. If it were that easy you would not see the posts nor the frustrations the customers have encountered when already dealing with their local offices. If you really cared, more than simply making a website, you would at least notify the offices or customer service yourself. Now THAT might get some attention but your advice to the customers--"contact your local office"? We all know that didn't work the first time and it won't work now.

    May 02, 2016
  • anon

    Recently I experienced a change of mail delivery person. My new mail delivery man doesn't seem to be able to read the English language. In the month of April 2016 he has delivered 9 articles of mail to my mailbox that are addressed to someone else, 0ne as recently as last Thursday, April 28,2016. If he is delivering someone else's mail to my mailbox, then he may be delivering my mail to someone else's mailbox. I run a business from my home, so the matter is of great concern to me. The first 2 times I received someone else's mail I reported the matter to the local post master (89450). Apparently whatever remedial action he may have taken has not been sufficient to correct the matter.

    May 02, 2016
  • anon

    Sat. morning10:45 am. Arrived to find 15 people lined up. One clerk working the counter. 30 minutes later, another clerk came to the counter. Now 20 people in line. I left the building about 11:45 after a less than 5 minute experience to get my package in the mail. Have NO IDEA why these conditions should be present.

    May 02, 2016
  • anon

    If the USPS workers behind the counter (not the carriers on their routes) had to work a Real job, they would get fired. 2 out of 3 post offices I go to in the Vernon ,CT area are as slow as molasses on a sub zero degree day. They work one speed SLOW, regardless of whether there are two people in line or eight. As I stood and watched, I could only wonder, how do these people survive everyday life on their own. Sad state of the government worker.

    Apr 28, 2016
  • anon

    I wanted to share a positive experience I just had at the Rancho Cucamonga post office. The worker there named Deana who was handling my son's and husband's passports was friendly, courteous and knowledgeable. I had a very pleasant experience. Great worker! I was trying to find a commendation form on the USPS website but couldn't.

    Apr 26, 2016
  • anon

    I really can not believe that I had experiences with USPS. How can The USA government hire people who are too lazy and rude. Not just two or three people but most people in USPS give customers horrible service. I have heard a lot of people's complaints about USPS. They feel the same way with me. Just google how people think about USPS service. Yesterday, I had the pink memo without any address information that a location I should visit to find my parcel. And I looked for my tracking information on the website but I still couldn't know where my parcel was. So I went to the USPS located elmhust that made a long line and only one person was working for customers and People and I couldn't find why the rest of 2 employees were there sitting on the chair talking. Finally I had to wait about 30mins and they just wrote the address that I should go to find my parcel. It was a far place to go. I should take the train about more than 20mins. I really hope that USPS stop giving terrible service like that to customers. Thank you very much.

    Apr 22, 2016
  • anon

    Yesturday, I went USPS in Irvine for my first time. The service was so poor. There was two ladies working and three people in line I was the second person. I was getting a box ready to ship out two packages and one of the ladies working came up to me yelling that that was the wrong box. She was very rude and assumed that I "knew" everything about USPS shipping. Not only did she yell at me but she was rude and yelled at other customers. I finished up my boxes and waited in line. The other lady was ringing up an old precious man. He was older and confused and having trouble understanding what the lady was telling him. The other lady from perviously (the yeller), Betsey, was ringing up someone. She leaned over to the customer and said "That's why I didn't want to ring him, up he was going to bad". I was enraged!!! Betsy had said this when the old man was 5 feet away. I am so glad he did not hear her. I heard her and I was in line. Immediately, I gave her I look like she needed to stop what she was doing. As, I waited in line Betsey continued to let people cut in front of me and the other three people in line. By now, I was late for class and very impatient. When the sweet patient old man left the two girls began to talk crap about the old man that left. They were loud and rude and aid things like they hated ringing him up and that he was a hassle. I also heard Betsey, talk about someone who had called. She said that the person on the phone kept calling and that she was ignoring the phone call now. TERRIBLE service!! I am so disappointed. Betsey rang me up and I finally completed my two packages. The whole time took 45 minutes with three people in line. I am so so so disappointed in USPS and with the two ladies they hired to work there. Location :university 4255 Campus Dr. STE A100 Irvine, Ca 92612 Bill #: 840-59260101-3-125208-2 Clerk: 03 (Betsey) Date:4/20/16

    Apr 21, 2016
  • anon

    Many people have been complaining about the rudeness of workers in 60618 Kedzie Chicago Illinois Post office. I called that post office 20 times to ask about my missing package. They are not picking up the phone. I think the're totally ignoring phone calls from customers.It's not the 1st time that I'm missing package delivered by that post office. So when I went there, workers were so very rude. I was asking them nicely and they were like trying to argue with me. Especially the African American lady I think she's the supervisor and other African Americans workwrs there. People are asking nicely but they answer them rudely. This is UNACCEPTABLE.

    Apr 20, 2016
  • anon

    Here's a money-saving tip for you: Take out the telephones in your post offices. NO ONE BOTHERS TO ANSWER THEM!! Got one of your "sorry I missed you" notes yesterday. BUT WE WERE HOME ALL DAY!!! In fact, you saw my wife pull in the drive while you were putting mail in the box. YOU WERE TOO LAZY TO WALK UP TO THE DOOR AND RING THE BELL. I was home all day. Then you expect us to drive to your office the next day to get the registered letter??? It took well over a half hour to get someone to answer the phone. The woman who answered couldn't help (she said she didn't work there!?!) AND she offered no apology. I asked to have a supervisor phone me. STILL WAITING!! I tried to communicate with you online, but you have such a POOR online communication mechanism that there was no appropriate topic for me to select. I try to be reasonable. I understand we all make mistakes (especially me!). But everything you have done in this is SO frustrating. And...you don't care! Will the supervisor ever call me? The woman who finally answered the phone yesterday said you would re-deliver the letter today. The mailman has come and gone and the letter was NOT delivered. I wish I had a job where I could perform so poorly and still get paid.

    Apr 15, 2016
  • anon

    I work on March air Reserve Base in Riverside, CA. I purchase postal money orders from the base post office. Why do I pay $1.20 when by virtue of being on a military base, they should charge me $0.40 for a "postal military money order?"

    Apr 10, 2016
  • anon

    I have had a very bad argument with a usps driver today. He continues to complain about his delivering packages to us. 10% of those are from VA with meds. The other 90% is from e-bay. Delivering is his job not Complaining about having to get out of his car. Packages with eBay are a contract deal I was told from e-bay. He is one of three people we have seen delivering. He's the only one complaining. And he told me prices were to drop. Those packages are what I bet are helping keep usps going.

    Apr 05, 2016
  • anon

    The birthday card I sent my niece in Virginia never arrived. The card and its envelope were placed inside a small brown mailer envelope and I made a special trip to the PO for the sole purpose of having the PO weight the brown mailer envelope to ensure it had the correct postage. I did this because it had birthday cash in it. So somebody at the PO got a big tip for poor service.

    Apr 04, 2016
  • anon

    I have been trying to contact the 02630 postoffice by telephone for two days. It is constantly busy. I stopped by today to try to speak to the postmaster; he was out, back in a 1/2 hour but I couldn't wait. My postoffice box expires today and I need to make sure my mail is forwarded. I had filed a change of address at the beginning of March, but got a letter stating it was a business PO box and needed the "business" to order the change. First, the box has always been in my name. The "business" was only in my name (I'm a lawyer). I asked for the mail to be forwarded as of 3/19. I'm still getting mail in the box. All I want to know is will my mail be forwarded??? I don't think that's a very difficult question. I've moved by PO box after 26 years because this postoffice has, sadly, turned into a very frustrating place. Slow and rude people at the counter. I'm now at 02668, which is a breath of fresh air. Can do you suggest I do?

    Mar 31, 2016
  • anon

    A package that was sent to me on the 19th with 2 day priority has still not been delivered yet. They claimed to have come by my apartment on the 23rd and say they left a notice but no one came that day and there was definitely no notice left. I shrugged this off and scheduled for a re delivery on the 26th. It did not come either, leading me to have to call customer service where they said they got the re delivery notice but it didn't go through to get updated? He also said that had never happened before. Sketchy much? The man then put in for another redelivery today which also DID NOT come. Finally I had to call the local offices where they were rude, unhelpful, and could not provide answers as to why my package was not redelivered the two times I asked for it. All they could respond was "I don't know" and kept interrupting me every second. Obviously they did not want to deal with me and just wanted to get back to doing nothing. Is this the kind of people usps hires to handle mail? It is no use paying money for this kind of service. Something sketchy is going on at these offices. I looked up other people's reviews at these post offices in Fort Worth and they are not good either.

    Mar 29, 2016
  • anon

    Overworked employees and newly hired non career employees seem to be what is happening with the USPS these days. Unfortunately they are in the forefront because they are federal government. UPS has the same problem . But they get away with so much more.

    Mar 31, 2016
  • 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

    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

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Recent Comments

  • 1 day 47 min ago
    Scanning has improved business for USPS from FedEx and UPS. Cutting corners to scan before or after the delivery point will lose business. Need Trust. The customer is paying for a service and...
  • 1 day 1 hour ago
    Lisa, I don't think you work for the USPS. If you did you wouldn't have made the accusation that the carrier is falsely scanning your packages as delivered. You would KNOW that it'...

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