Background

In August 2020, U.S. Representative Bobby Rush, 1st Congressional District of Illinois, requested that we conduct an investigation after he received over 600 complaints regarding inadequate mail delivery for customers serviced by four stations in the Chicago District. The Postal Service stations included Auburn Park, Henry McGee, Ashburn, and James E. Worsham. Congressman Rush stated that constituents reported they had not received their mail for up to four weeks and received unsatisfactory service at the retail counter.

We obtained and analyzed Postal Service customer inquiry data for the period May through July of fiscal year (FY) 2020 and found these locations had numerous inquiries related to mail delivery service and letter carriers. Specifically, the Henry McGee Station had 5,317 customer inquiries related to package tracking, non-receipt of mail, and letter carrier complaints. The Auburn Park Station had 2,710 inquiries, the James E. Worsham Station had 1,958 inquiries, and the Ashburn Station had 997 inquiries.

Our objective was to evaluate mail delivery and customer service issues at the Auburn Park, Henry McGee, Ashburn, and James E. Worsham Stations.

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Comments (60)

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  • anon

    I am supposed to receive mail from London England . I have been waiting four weeks and still have not received . I want to know when writing the zip code for 60613 zip code area for Chicago , Illinois do I need to write ,60613 - 1682 or will 60613 be enough to put on the envelope ,if it goes to the USA from the overseas. Also if u put comma after zip code will there be s problem of receiving mail ?

    Sep 10, 2021
  • anon

    The post office on 112th Michigan needs to have their carriers investigated. Today is September 1, 2021 and I JUST received mail from August 21, 2021. Also, I have not been getting any mail I know was sent to me but I never received. This post office is doing something illegal with people's mail.

    Sep 01, 2021
  • anon

    They never deliver and i would go up there they confirmed they had my mail and said its with the carrier then days later mailman still hasnt came this is ridiculous i got bills to pay and they wont even just give me my mail since they dont deliver

    Aug 16, 2021
  • anon

    I called in to speak to mr adams about a third missing pandemic Illinois link card he told me even though I saw it in informed delivery they haven’t recieved it I asked him why nobody reached out about my many complaints and if he was passing my complaints along he told me I’m calling him a liar and hung up the phone on me so not only is my mail being stolen thrown away or whatever the staff is extremely rude

    Aug 05, 2021
  • anon

    I haven’t received mail all last week and these days starting this ne week I get emails stating what Mail I’ll receive for the day but haven’t received anything

    Aug 04, 2021
  • anon

    unable to get a direct answer, To WHY I haven't received any mail in (3) weeks. I currently resides in the Gresham Area. My post office is locate at 83rd Ashland. There are (6) units in my building and NO one has received any mail. Please advise

    Jul 27, 2021
  • anon

    I have not received mail from the 47th Street Chicago post office in 5 days! 07:20/21

    Jul 21, 2021
  • anon

    There is not given solutions anywhere how and who will follow the procedure to fix the issues.

    Jul 16, 2021
  • anon

    I received an email saying my package was delivered but it wasn’t. Went to the post office to locate it but they said they attempted to deliver it but couldn’t so the mail carrier put back on the truck. Now they are telling me they can’t find the package at all. I spend over $300 for this item and need it by Saturday. I’m livid! I don’t know what to do. I’m going to go back up there to speak to a supervisor which was not there when I ask for them.

    Jul 13, 2021
  • anon

    The parcel mailed on May 18th has been "In Transit to next Facility since" May 23rd. I've been tracking everyday since I mailed the parcel. The parcel is addressed to my family. Some of them are special items such as Father's day, family birthdays, and new born baby gifts. I think many people who sent parcels to their family and friends have their feelings and thoughts in the boxes. I don't want you to make our important personal feelings (parcel), such as easily lost or stolen. Even we can't submit a claim, as there are issues with the website. This is totally unacceptable. I just want to know where is my package ? Who will take responsibility? We need to know the answer, please.

    Jul 06, 2021
  • anon

    Last week USPS only delivered 3 days to our area (60623-3633). Why?

    Jun 28, 2021
  • anon

    No mail in the past 2 weeks. Zip 60622

    Jun 24, 2021
  • anon

    We have received little to no mail the past few days and yesterday, no one in our entire condo association complex received any mail whatsoever. There are 115 houses in our complex. Our zip code is 60607. Please help!

    Jun 18, 2021
  • anon

    As a seller From Canada having any package go through the Chicago facility for sure will be there for a month. all others systems are on the money and quick. From Canada it will arrive in a day and a half and then Nothing but arrived Chicago. This is where ones nightmare begins. Guaranteed no other updates or scanning is done for a month. This place needs to have the whole working staff including management revamped, let go and a whole proper efficient attitude and conduct injected. There are lots of people who would like a good job and can do a good job unlike the setting that exists now in this facility. Something not right here & it has been going on for years so what does it take to correct this proven and obvious garbage & the worst link in the postal chain, as again everyone else can do their job efficiently. I understand processing can take time but to scan it left the Chicago facility and/but SIMPLY move it around the corner to the other, still in Chicago facility ( if you ever looked where this other one is) and then back to the other ...on & on & on...... Total attitude and all staff revamped is needed!!

    Jun 17, 2021
  • anon

    I have received only one piece of mail in the past two weeks. Zip code 60655. I am waiting on several pieces of first class mail the senders have indicated they mailed more than 14 days ago.

    Jun 15, 2021
  • anon

    I have at least 7 different packages i sent that all seem to be stuck in Chicago for over 20 days. I have customers freaking out and also leaving bad feedback due to their slowed rate of sorting.

    Jun 11, 2021
  • anon

    WHERE IS THE POSTAL SERVICE IN MY AREA, 2 WEEKS NOW! Pat

    Jun 06, 2021
  • anon

    I understand about covid-19, but this is crazy. Waiting on government checks and bills. No delivery. It's like no attempt is being made.

    Jun 02, 2021
  • anon

    Where in the world is my mail!!??? I have informed delivery and I can see what’s coming to me but I have yet to receive anything for a week! Some of my mail is time sensitive and is concerning my benefits. I get mail out of 61st and Langley and I swear there is always something with this post office. Please do better! Some people lives depend on their mail getting to them in a timely manner.

    May 25, 2021
  • anon

    My package is in USPS in Chicago for 18 days I was just wandering if someone stole it

    May 23, 2021
  • anon

    My zip is 60467, Orland Park, IL. 5/17 mail dropped off at 7:40P. 5/18 and 5/19, no mail delivered or picked up at all. 5/20 mail delivered at 7:45P. As of 5:23p 5/21 no mailman in sight. What is going on. This is very unusual. I'm elderly and depend on my bills being picked up for mailing which is wonderful, normally. Thanks for checking on this.

    May 21, 2021
  • anon

    Where the heck is our mail?? We receive it when they feel like delivering it. I have bills past due because statements never come and the companies have stopped believing that the mail is never on time. I'm waiting on checks and medicine as well as my other mail. And this don’t make since something got to give and this is 60619

    May 12, 2021
  • anon

    There is something wrong with the sorting center in Chicago! Packages sorted through there take weeks. I fear that my latest delivery may not make it through there at all. Even my Canadian friends have fear when they send packages to the USA that are sorted through Chicago. There is definitely something wrong in that facility that needs attention.

    May 12, 2021
  • anon

    Where the heck is our mail?? We receive it when they feel like delivering it. I have bills past due because statements never come and the companies have stopped believing that the mail is never on time. I'm waiting on checks and medicine as well as my other mail. When you go to the P.O. to complain they are ignorant and rude. Something has to be done. I've complained to the ward office and they're passing it off. Maybe if more residents complained to the alderman he'd personally do something about it!!!!

    May 11, 2021
  • anon

    I have not received my mail and packages in a week. Last year... ok I get it but now this is unacceptable I live in 60620

    May 10, 2021
  • anon

    MT. GREENWOOD POST OFFICE SHOULD BE ON THE LIST, NO MAIL SERVICE FOR WEEKS. NO ONE ANSWERS PHONE, WHEN THEY DO, THEY ARE RUDE.

    May 05, 2021
  • anon

    Mail delivery is once every 10 days, packages say awaiting for delivery for days on end. Please Help Garden Homes, Illinois area.

    May 04, 2021
  • anon

    We have had no mail for three days and the last time we received mail—all the mail for half our block and surrounding area was just placed in our mailbox. That mail has been sitting in our mailbox now fir three days with a note wring address.

    Apr 21, 2021
  • anon

    I mail from the UK to U.S customers. I am seriously considering adding the U.S . To countries I cannot deliver to, My latest delivery just got kicked into the Moving within our network excuse after tracking through Chicago, on 7th April and that's where it will stay. Another arrived 26th November eventually marked as lost with a suggestion I put the recipient and my address on which I do, printed labels front and back. Unbelievably bad service.

    Apr 17, 2021
  • anon

    60615 resident: mail is delivered erratically, sometimes once every two weeks. The post office suspended a regular magazine as "undeliverable" (I live in a doorman building, so this is patently false).

    Apr 13, 2021
  • anon

    I go weeks without mail. If u guys can't do the job then at least allow people to pick up their on mail. Cause as it stands ur doing nothing and people at forbidden from helping themselves. Bull!

    Mar 30, 2021
  • anon

    I have not received my mail for over two months.

    Mar 24, 2021
  • anon

    I still haven’t been receiving Mail I didn’t get mail this week, last week mail was delivered twice, the week before no mail for3 weeks. I live in the 60620 area. I have tried to get up my Mail at the post office and was turned away.

    Mar 19, 2021
  • anon

    No mail received 3/15 and 3/16/21

    Mar 16, 2021
  • anon

    Are any actions actually going to be taken after this report? I live in the 60615 area code, and I have eight (!!!) packages, a couple sent in early February, just sitting at the McGee post office not being delivered, and two of them tracked as "Out For Delivery" before changing to "Alert." One Priority package being mailed from only 15 miles away has now taken 6 days! Some of these items are winter clothes, and it's going to be too warm to wear them by the time they arrive. Earlier this year, I had multiple packages scanned as "Delivered" that never arrived at all! How many more complaints about the South Side Chicago post offices will it take before something is actually done? My items are not essentials, but there are so many instances of peoples' lives actually being harmed by this. Please, do something NOW.

    Mar 05, 2021
  • anon

    Haven’t received Mail in a week what’s going we only getting Mail once a week for past 6 weeks in the area of 60647

    Mar 03, 2021
  • anon

    I mailed a priority envelope to Chicago IL 60656 Feb 17 2021. It is Feb 26 and the envelope still has not been delivered! It was a time sensitive $6000 check and somehow has sat in Chicago all week, was out for delivery yesterday, never arrived at the destination and now has not been updated since 1:30 am this morning. Where the hell is my check!? How can it finally be out for delivery but not reach the destination in 9 days!? This is the most absurd mismanagement, I will NEVER use the USPS again. Will someone look into this and answer me? I can provide the tracking number and history.

    Feb 26, 2021
  • anon

    Hello Tammy. Thank you for your message. Regarding your concern, please contact Postal Service Consumer Affairs Office at https://postalpro.usps.com/ppro-tools/consumer-affairs

    Mar 01, 2021
  • anon

    Really hoped this report would explain the ever-more-awful service but it doesn't provide much explanation. As another noted, saying that the solution is for carriers to do more paperwork seems implausible. It is really remarkable to see that management said all of their "fixes" would take effect on January 31st, because it is mid-February and things have only gotten worse, not better. They are worse now delivery wise than ever before. A couple points. 1. I decided months ago that the McGee Post Office was hopeless to get in person service at. The lines are usually out of the building, the space inside is too cramped with Covid, and it always seemed like just one window was open. 2. Mail delivery was regular and predictable; in summer actually, during this report. Compared to what others are saying about their service out of McGee, it was fine. Now, I don't even know what the pattern is for when mail arrives, aside from "sometimes." 3. The is a GLARING omission from the report that seems deliberate - the change in carrier hours. Right as winter begins, DeJoy orders that carriers work something like 11am-7pm instead of say, 9am-5pm. (I don't remember the exact hours my carrier told me.) So in winter, with the sun setting at 4:30pm, and with the issues of crime that the report notes, they deliberately force carriers to work into the night. That is worse for health, safety, and morale - yet don't even mention that as a factor on delays!? If the IG can't present that obvious factor in the delays, than how can the rest of this be trusted to be objective?

    Feb 23, 2021
  • anon

    I sent a Certified letter on 1/26/2021. I finally gave up on tracking, since I was told it was still in transit. Managed to get a case #, but received a text message with a what looked like an email to contact but my computer would not connect to it. I have sent hours on hold or waiting for a callback. Maybe we should just give up and refund my fee.

    Feb 22, 2021
  • anon

    I have not gotten my package at all an I order it on December idk want the date is but it’s almost March an where is it

    Feb 21, 2021
  • anon

    sent envelope to 60601 address via priority mail on 2/4/21 tracked it and never arrived.kept stating package will arrive later than xpected .in transit to next facility,made it to Chicago and did not move from there.time sensitive so had to overnight replacement and that was a day late.Terrible situation.Hope someone cares and is responsible to fix it,

    Feb 21, 2021
  • anon

    My post office is Henry McGee. Delivery service has been bad for a while, but has gotten much worse in 2021. My mail has been delivered only four times in the last month. I have received none of the periodicals to which I subscribe. I received holiday cards in February. I have gotten no response to a complaint filed on the USPS website. I have gotten no response to emails sent by the alderman’s office to employees at Henry McGee on my behalf. Right now, if I’m told someone has mailed me something, I feel almost no hope that I will receive it.

    Feb 20, 2021
  • anon

    Missing mail 3 occasions. Latest is 18 and 19 February 2021

    Feb 19, 2021
  • anon

    Hello Viki. Thank you for your message. Regarding your concern, please contact Postal Service Consumer Affairs Office at https://postalpro.usps.com/ppro-tools/consumer-affairs

    Mar 01, 2021
  • anon

    Get mail maybe 2x/wk. No mail since before the holiday. Sat last time. It will be 1 wk tomorrow. Even before the cold weather no mail. Is it in someone’s trunk? This is ridiculous. So that means nurses, policemen or firefighters do not go to work because there’s snow on the ground or it’s cold?

    Feb 19, 2021
  • anon

    My mail from the Mount Greenwood Station, 60655, is the same problem. I've complained to Congressman Bobby Rush as well. Why wasn't this station included in the report? I have at least 20 pieces of mail, identified through the INFORMED DELIVERY system that are not delivered. The substitute carrier stated she delivered all the mail she had. These 4 pieces of mail were from 5 days earlier in the Informed delivery que. Calls to the station go unanswered. This problem has been on going since 10/2020 in the short run but has been at least 1 year on intermittent performance.

    Feb 19, 2021
  • anon

    if we're lucky we get mail 2 days a week, terrible

    Feb 16, 2021
  • anon

    Hello my name is Shaday Quinn I’m having a hard time I have not received my mail on 2 weeks I have packages and mail at the post office on 83rd and Ashland I went up there the people up there are very rude and nasty I really need my mail can someone please help me I’m disabled I can’t walk to good I’m on a walker I have bill that need to be paid they don’t care

    Feb 16, 2021
  • anon

    I have not received any mail since January 4th and when I go by the post office by 61st and Langley I am told I do not have any mail there. I have the usps informed delivery so I am able to see my mail coming in but I am told that it is not correct. I have very important mail coming in which I need.

    Feb 10, 2021

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