• Project Title:
  • Mail Processing Operations at the Roanoke VA P&DC
  • Start Date:
  • Tuesday, July 5, 2016
  • Estimated Report Release Date:
  • January 2017

In an effort to align its mail processing infrastructure with declining mail volume, the Postal Service has consolidated some mail processing facilities nationwide. Before starting a consolidation, the Postal Service must evaluate service standard impacts for all classes of mail and consider issues important to local customers. Some mail processing operations at the Roanoke, VA, Processing and Distribution Center (P&DC) have been consolidated into the Greensboro, NC, P&DC. We plan to determine whether this move adversely affected customer service. We will also evaluate whether a business case existed to support the consolidation.

  • Have you been affected by mail processed at the Roanoke, VA, P&DC?
  • If so, what was your experience like?

Update: The Office of Audit Network Processing Team would like to thank everyone who took the time to post feedback regarding service issues in the Roanoke, VA area.  We expect to issue a report in January 2017 on service issues in areas containing ZIP codes 240, 241, and 243.

Comments (578)

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  • anon

    Just received a "Return to Sender" Christmas card back (1/11/17). Mailed/Postmarked 12/19/17. I did have the house number incorrect (sb 760 but I had 800), but was the lot next door to uncle that had lived there for over 25 years (and received mail there). Unfortunately, he passed away on 12/26/16 so never received this card. Why did it take so long to return back to me?

    Jan 12, 2017
  • anon

    It is amazing, the post office at Cave Spring delivers ALL of the catalogs (only catalogs) addressed to 3337 Forest Ridge Rd. to me at 3337 Forest Court. This has gone on for 16 years. The post office has been contacted several times over the years and so has the regional office. The residents at Forest Ridge Rd. get their regular mail but for some incomprehensible reason the post office absolutely MUST deliver ALL of their catalogs to my address on Forest Court. I've tried everything including writing notes on the catalogs and re-mailing them. The only way to stop it is to take the postman by the hand and lead him back down the hill to Forest Ridge.

    Jan 11, 2017
  • anon

    Dear Sirs, More and more of my packages from ebay are being sent to Galax, Va. instead of Saltville, Va. where I live! The labels are clearly printed, with my zip code, 24370! I have 3 in Galax right at this minute. I do NOT want this to happen again! There is no excuse for it! Please remedy this situation, Thank you! Stanley Cahill P.O. Box534 Saltville, VA 24378

    Jan 06, 2017
  • anon

    I am very unhappy with the service. I have had two cards with checks at different times in the mail last few months and sent back to me not deliverable.One took three months to come back.When we moved to Witz VA. I had all my mail forward and received bills that were pass due when I received them. The address on the two that I mailed had the correct address. Never had this problem untill our mail was sent to North Carolina.Looks to me like moving our mail to NC was not a good idea.As big as Roanoke is I don't think N C can handle it.

    Jan 04, 2017
  • anon

    I have a Salem address but live in Roanoke County. Today in the mail I received a bill addressed to a woman in Moneta, VA 24121 from Park Place Water Works also in Moneta, VA 24121 There was a stamp on the envelope but it had not been processed at all. How in the world did this bill make it to Salem when it originated in Moneta and was addressed to a woman in Moneta, CRAZY!

    Jan 03, 2017
  • anon

    As a citizen of the Roanoke, VA area I would like to comment on the movement of our mail processing facility to Greensboro, NC which is over two hours away by motor carrier. First, we have lost the identity that we have enjoyed since the inception of the USPS in our area. The processing time of mail, especially locally, has increased dramatically. I question the efficiency of this system and wonder actually if there is any cost savings at all. The local sorting and delivery is still done by USPS personnel here and it looks like all that has been done is adding another step or more to the process. I wonder actually how many fewer employees are being paid here plus the certain increase in employees at the Greensboro processing facility. I expect there is very little difference. The cost of moving the mail from here to Greensboro and back I would think is a huge increase. I also remember the USPS outright lying to our Congressman Bob Goodlatte when he inquired about this monumental change. The USPS has become an even bigger bureaucratic nightmare than it has been in the past. I for one choose to use any other carrier available before using the USPS.

    Dec 27, 2016
  • anon

    I have had 2 events to report (with certainty, I am not sure about the consistency of getting mail on time, and I stopped mailing most time sensitive things like Bill payments after the first incident). 1) in mid June I received an invitation sent/postmarked in mid may from 24014 to 24018. Of course we missed that graduation party. 2) on Nov 30 I mailed my mortgage Bill payment from the main roanoke post office. The mortgage company did not get it. When it was not cashed by Dec 14, I cancelled the check and paid it online with a 3.95 fee. The bank waived the stop payment charge, but I will have an NSF charge to contest to the mortgage company if the check ever arrives and is presented for payment. A lot of effort to overcome a lost payment. I have signed up for auto withdrawals now. I won't send things that need timely response any more.

    Dec 18, 2016
  • anon

    I'm so incredibly saddened and frustrated by the USPS move from Roanoke to Greensboro. I ship frozen items to clients 2 -3 days away. I can no longer afford to use USPS because ground service is unreliable and I can't afford to risk using it. Flat rate service is affordable but timing during Christmas is way off from what Etsy told me to expect and what the post office gave me as the final delivery date - thankfully I asked! Then, I was going to be charged $9.95 on top of regular shipping to make the item special handling (fragile) do not flip upside down, etc... while FedEx did that for me for free and had a much better window of actual delivery. I needed to issue a refund to myself for the label I purchased from USPS through Etsy because I had to use FedEx - and I learned it would take up to 15 days... These three areas are all crucial areas and it breaks my heart to see Roanoke lose perfectly good, very reliable USPS services and out price themselves and under deliver. Working for the PO is so important and so much goes into. I am rooting for you all to bring back excellent service at affordable prices!!! Roanoke deserves locally managed mail hub centers so let's bring that back! Thanks for listening and considering my hopeful request!

    Dec 16, 2016
  • anon

    Local mail should not have to be sorted in NC from VA.

    Dec 14, 2016
  • anon

    Please return center back to Roanoke,Va. Mail is taking so long to get here,instead of one day 3-5 dasys for service we need more competent service! Now with Christmas season only pray,ppl get holiday greetings on time.

    Dec 11, 2016
  • anon

    Do y'all even listen to the people's suggestions

    Dec 09, 2016
  • anon

    I ordered a rare, out of print book as a Christmas gift. It was delivered on November 28. Our address is (removed), Roanoke, VA 24018. I was horrified to find the book after returning home from work at dusk, lying several feet from our mailbox on the side of US Route 221 (Bent Mountain Rd.) only inches from the pavement. There was rain in the forecast. In the past, over sized packages have been placed on our front porch. Our home is located close to the roadway. However, since the distribution center left Roanoke, the quality of service has declined. I contacted the Cave Spring post office and Congressman Goodlatte's office with my concerns. A representative from the Congressman's office has contacted me and asked that I share my experience to you. As of today, I have not heard from the Cave Spring post master. I certainly hope this is not indicative of the service Roanoke postal customers are to expect in the future. If so, I will certainly demand that all my packages be delivered by other carriers. Thank you, Glenda Lee

    Dec 07, 2016
  • anon

    Yes, Some people should receieve proper training, therefore things are processed accordingly as they should be, oppose to individuals having no clue as to what is expected, how to processs what, or accopmlish the ultimate goal of processing and moving forward. Youtube just does not work for some individiduals, especially when it comes to numbers! There lies the REAL problem. I have no idea what your reference is in terms Cave Spring, or Roanoake, different locations I suppose. Happy holidays! Truly, Happy Holidays, and I am unfamiliar with either place!

    Dec 16, 2016
  • anon

    I've never had an issue with usps shipping until now and I'm not one to complain but my package left from Texas and I live in New Jersey it was supposed to be here yesterday and ended up in anchorage Alaska I'm just curious how that happens and that's with the one time I ordered proiotity mail

    Dec 03, 2016
  • anon

    The use of the Greensboro, NC facility for Roanoke, VA mail needs to end! I sent a priority mail item on 11/25 ($6.45) with an expected arrival of 11/28. I was told it would NOT go through Greensboro; but, it did. Not only that; but, it bounced around in Greensboro from 11/26 until 11/29 (per the tracking information) until it finally was sent on to its destination in Bowling Green, KY (arriving on 11/30). This is fully unacceptable for being sent through Greensboro as a priority mail item; but, more importantly, that it bounced around in Greensboro for 4 days before taking only 1 day to reach destination. Horrible!

    Nov 30, 2016
  • anon

    Because of the extra time it takes for local to local delivery I've stopped using usps for local delivery altogether. Seems to me the consolidation is making the reason for the consolidation worse.

    Nov 25, 2016
  • anon

    I mailed a rent check to my landlord (who lives in SC) on November 1. On November 9, I received a message from him saying that he hadn't received my check. Thankfully, we have a good relationship (and I'm not the only one of his tenants who experienced this problem during November), so he let me mail him a second check without a late payment fee. I mailed that check on November 10; several days later (Nov. 14), I got a message from him saying that the second one had shown up. Still no sign of the first one that I mailed over three weeks ago.

    Nov 23, 2016
  • anon

    On June 29, 2016 I mailed a card to my son from Boones Mill VA to Ashburn VA. He did not receive my card until the end of July. I have talked with 2 postal workers in Boones Mill. They looked at the actual envelope in question and were unable to tell me what happened and why it took a month for it to reach my son, as were the postal workers in Ashburn (my son took the envelope to them before sending it to me.) His address was correct and the amount of postage was right...I have a postal scale at home. I had wanted to send you a copy of the envelope in question but cannot figure out how to copy a PDF file. Your customers have had a difficult time reaching the proper people in the USPS in regards to their difficulties since Roanoke processing was sent to Greensboro NC. No wonder, the Greensboro processing facility is not even in Roanoke's region. This kind of thing is what makes citizens furious with our government. There is absolutely no reason why anyone should find this kind of service acceptable...NONE. If you choose to respond to my comment, DO NOT SEND your regrets and apologies...they fix nothing! Just bring mail processing back to Roanoke and the problems will go away.

    Nov 21, 2016
  • anon

    My mail is always 2 weeks late if not more. If I'm getting something from Richmond it always gets lost and my insurance was canceled. please put Roanoke back like it was. it takes 10 days to get a letter sent from my same zip code.

    Nov 19, 2016
  • anon

    I paid for 2 day priority mail from Mclean Va to Richmond va 4 days ago and it still has not arrived. Priority mail stayed at Roanoke VA facility for over 24 hours and supposedly has left Roanoke but still has not arrived in Richmond. It will arrive later than regular mail delivery. This is terrible service!!!!! I paid $10 for my mail to be delivered later than a regular stamped envelope! Obviously I needed it there quickly or I would have paid extra for 2-day. I need a refund and a new delivery service.

    Nov 08, 2016
  • anon

    Help me find a parcel CB013654117RU DATE & TIME STATUS OF ITEM LOCATION September 1, 2016 , 1:07 pm Arrived at Facility FOREIGN CENTERJERSEY CITY NJ 099  sent 14.08. 2016 from Saint-Petersburg

    Nov 08, 2016
  • anon

    Jason Altice mailed a letter to me from Wirtz, Va. which was sent to Roanoke post marked Greensboro NC took 3 weeks before I received it in my mailbox.

    Oct 28, 2016
  • anon

    My boss sent my check at 2:30 From Atlanta GA today one day shipping to Greensboro NC and yet to be here I know it's a 8hr drive. how do I contact to find out what information I need to see the location of my check??

    Oct 28, 2016
  • anon

    I ordered a book on 8/23/16 from a retailer on the east coast. Thank goodness I had a tracking #420240669241999996355548629637. As you will see, it arrived 3 weeks later after going from NJ to VA to NC to BELL GARDENS CALIFORNIA back to NC then to Buchanan Va!!! Then, I mailed my auto insurance payment from Roanoke VA area on 10/8/2016 and it arrived in Richmond Va at the destination on 10/24/16!!!! I called the insurance company EVERY BUSINESS DAY from 10/19/16 until it arrived 10/24/16. I was told by the insurance company mail arrives all the time now that was stamped 2 WEEKS PRIOR to delivery!!! This is terrible service!

    Oct 27, 2016
  • anon

    I have been reading about the lost and extremely delayed mail in the Roanoke and New River Valley areas. This month is my first experience of lost personal mail in Christiansburg and it is frustrating. I am missing two bills that I pay regularly each month. Thankfully, I have email reminders that payment hadn't been received. I tried filling a Missing Mail complaint on USPS.gov but have to register. Tried the "Contact Us" link. Why isn't there a selection drop-down for the email form from for "LOST MAIL"? I would be upset if had to pay late fees because the bill was never delivered in the 1st place. I have not gone "paperless" on my bills because I like to pay as soon as I see the bill come out of my mailbox. Called me "old fashion" but I like to see and touch the bills. There are too many emails in my in- and junk-boxes to sort through everyday. If this continues, I may have to try paperless again. As a small business owner, I have been getting agitated that mail, especially payments from a variety (local and across VA) of customers take more than 12 days from the postmark to get to my office in Blacksburg. My business depends on that revenue and it hurts financially to expect a check from a client and see it take so long to arrive. Currently, the postal service is on a path to waste, rather than save, money by sending local and out of state mail to Greensboro THEN losing more customers by losing or delaying mail,.

    Oct 26, 2016
  • anon

    My experience has been absolutely terrible. I get first class letters from Irvine, California 1 day faster than from my neighbor here in Bedford, VA. I used to be able to mail a deposit to my Credit Union in Roanoke on Monday and it would be deposited Tuesday morning. Now it is THURSDAY! Not Wednesday, but THURSDAY! This is NOT First Class Service; not even close. This is unacceptable to me. Why do I have to pay the same as others in the state for inferior service here that they don't have? Why am I being disenfranchised in Bedford as compared to those in Bristol, Virginia Beach, or Alexandria? Please either reopen our local facility or only charge us in the Roanoke area 21c to mail a letter; not the 47c. 47c should equate to First Class Service.

    Oct 22, 2016
  • anon

    Our Cox bill was late as we never received the bill from last month. We are now having to set "reminders" to ourselves to check on bills as we can no longer rely on the postal service to deliver our bills on time, if ever.

    Oct 21, 2016
  • anon

    I mailed a check from a POST OFFICE in the Roanoke area 12 days ago addressed to Loudon, TN. It has not yet arrived. I have already had to pay $35 to stop payment on another check that NEVER HAS BEEN FOUND that was mailed to Knoxville, TN from Roanoke. I do not feel it is fair to have to continue to pay to stop payments on checks mailed at the post office that just VANISH INTO THIN AIR. We NEVER has this type of issue until the processing of our mail was moved to Greensboro. I believe we need to be issued a receipt for EVERY SINGLE piece of mail sent so that we can be reimbursed for our stop payment fees if it does not ever get delivered. PLEASE BRING THE PROCESSING CENTER BACK TO ROANOKE!!!

    Oct 21, 2016
  • anon

    This is my 3rd time to report problems. In September, I never received my monthly gas bill from Roanoke Gas Company. While doing end of month accounting, I saw that this bill had not been received. About a week ago I received a heavily insulated package that contained a tin box - the kind of box that you would use for cookies or candy. The tin box was smashed to smithereens.

    Oct 13, 2016
  • anon

    Recently moved to this area/state. Stunned that it takes four (4) days! for a letter mailed from the person across the street to reach me. It takes four (4) days for a letter mailed from California to reach me.

    Oct 13, 2016
  • anon

    Returned home following a busy day at work only to find a pile of mail in our mailbox all containing addresses other than my own with some being located on the other side of the city. I wrapped a rubber band around the stack along with a note that this mail had been delivered to the wrong address and secured it onto our mailbox. One would think this would be the end of it - right? Nope, the carrier only replaced the entire stack of mail - note and all - into our mailbox - AGAIN! After trying again, it finally disappeared.....and the PO calls this an enhanced process and distribution of our local mail? Really?

    Oct 13, 2016
  • anon

    I have had mail lost many times. I consistently have to mail items out far in advance just to assure they reach the intended destination on time and I often pay additional fees to ensure delivery. It's absolutely ridiculous that the Roanoke facility was closed and that local mail is sent out of state and then brought back.

    Oct 12, 2016
  • anon

    I had 3 packages shipped to me from Springfield, VA on 10/5. Two of the packages arrived on Friday, 10/7. The other package has yet to arrive!!! Tracking number 9505513244416279034248. It left Springfield, went to Merryfield, then to Roanoke (5 miles from my house), and now is missing. Salem post office says it may come tomorrow or it has been sent to Greensboro and will be rerouted back to me. Estimated arrival now is Friday 10/14, over a week since it was shipped from a location 3 hours from my house. This is unacceptable when UPS ground gets packages to anywhere inside state of VA in 1 working day.

    Oct 12, 2016
  • anon

    I sent 2 birthday cards to the Albany NY area from Roanoke 24018 on September 1, 2016 for birthdays occurring in the middle/end of the month (19th and 29th) that as of October 8th had not been received. I have also received bills with little time left to remit payment before incurring late fees and knowing how poorly the delivery is these days causes me to either pay in person or pay online. This is a ridiculous move on the post office's part. Please bring our Roanoke processing center back for ALL types of mail. Greensboro can't handle the increase nor do they want to do the extra work.

    Oct 09, 2016
  • anon

    This is the most ridiculous way you can think of to spend our money? This is what's important to Nebraskans? Must be hard to come up with something truly meaningful with all your vacation time.

    Oct 06, 2016
  • anon

    Around Sept. 22, dropped off 2 bill payments to the same company, State Farm, at a postal box outside of a Roanoke post office (either Vinton or Civic Center post office). One check was received and credited by the company on Sept. 26. They have not received the second payment as of today, Oct. 4.

    Oct 04, 2016
  • anon

    I received a letter from John Hancock Financial Services that the Post Office had notified them that I no longer reside at my address. I have been at this address since 1993. Please explain why you sent a letter notifying my financial company that I was no longer at my address.

    Oct 03, 2016
  • anon

    We appreciate you message and we are sorry you’re experiencing this issue. Please contact the Postal Service Consumer Affairs Office (www.usps.com/help/welcome.htm or 1-800-222-1811) and they will be able to assist you further with your issue.

    Oct 05, 2016
  • anon

    Consumer Affairs office is absolutely no help - ever

    Nov 01, 2016
  • anon

    I have had to stop payment on 4 checks so far this year- they were lost in the mail. I never had this problem until the postal service started sending our mail to Greensboro, NC for processing. In addition to LOSING mail and checks , it now takes much longer for mail to reach its destination. (That is, if it gets there at all) You have done a tremendous disservice to The Roanoke Valley. I now find myself paying more biils online and using UPS and FedX instead of USPS to insure that my mail and packages actually arrive at their destination. Please RETURN THE PROCESSING CENTER TO ROANOKE.

    Oct 03, 2016
  • anon

    Several incidents to report: 1. ordered Kate spade earrings from Belk, tracking shows they arrived at the processing facility and we never received them 2. ordered Steve Madden gloves from Belk, they were shipped but we never received 3. My daughters medical records were sent from her physician in Winston Salem, never received them 4. A package was mailed for my daughters graduation from her grandmother, we never received it 5. A card with cash gift was sent to my daughter, never received 6. Card with gift card never arrived It was our daughter's 18th birthday, high school graduation and recovery from hip surgery. These are the items that we know were lost. It is likely that other items were lost that we will never know about. Our mail carrier is very reliable. Something happens after it is sent, arrives at the processing center and is either lost or stolen. Really disappointed that we now have to pay extra money when we mail items that need extra insurance, to make sure the recipient receives our mail.

    Oct 02, 2016
  • anon

    Mail service to the USPS main post office in Farmville VA has been degraded. All classes of mail take 1 to 4 days longer to arrive since the last change.

    Oct 01, 2016
  • anon

    I did not receive my cabke bill or my visa bill. Had to call and get email Bill. Also missing insurance bil.

    Oct 01, 2016
  • anon

    My husband and I sent our Virginia state tax return along with our check payment on March 3, 2016 to their address. By July I noticed the check has still not cleared so I called their office to inquire. At this point was instructed that it was too early they were running behind in the processing of the returns. Low and behold by September I was greeted with a bill with the entire amount due plus an additional amount of $182.00 as a penalty for the return never received. Gosh, jeepers, I wonder why? Could it be the lack of communication and professionalism on behalf of the postal service? We are so mad over the ridiculous change and waste of time, energy, etc. How stupid to have the mail go all the way to South Carolina and back to Roanoke when we're mailing something to Roanoke. As property taxes work the same way. Thanks to our grand legislation we have now lost an additional amount of money that of course we will not get back. But we are sure the Postal Service will earn this amount by raising the cost of postage rates or employee wages. The plan does not work. Please change it back to the way it was. Thank you.

    Sep 30, 2016
  • anon

    I have a very important letter to mail. To avoid USPS woes, I have to pay an alternate mail carrier at increased rates. Stop the economic assault on Roanoke and reopen the Roanoke post mark facility with a management statement promising quality and efficient service from USPS.

    Sep 30, 2016
  • anon

    Recently mailed an entry form and check to play in a golf tournament September 2 of 2016. Received envelope back today September 28th with yellow sticker that said "return to sender attempted_not known unable to forward". The address on the envelope was correct but for unknown reasons the letter was never delivered. I was notified by the tournament director I had missed the deadline for submission. Due to weather, the tournament was postponed and this allowed me a chance to get back in. I intend to take this letter to the post office and ask why it was not delivered when indeed it has the correct address.

    Sep 28, 2016
  • anon

    I am so tired of my mail being late to my creditors to the point it sickens me to even have to try and mail my bills. or my bills etc are late past the due date or it never comes that month. You need to fix this and bring back the Roanoke hub asap. The mail being routed to Greensboro was the stupidest idea someone came up with.

    Sep 24, 2016
  • anon

    I picked up mail from my PO box in Pembroke today - 9/22/2016. Included with current mail were seven (7) envelopes postmarked on various dates from 6/26/15 - 8/29/15 and one missing bank statement from October 2015. Several of the envelopes contained checks being donated to a local charity, now over one year old! Not only did this cause issues last year when the checks were missing, now I will have to spend more hours getting these checks/donations explained and hopefully re-issued. What is going on with the mail service?? Our service has been terrible since the Roanoke facility closed, and who knows what mail is still stockpiled somewhere? I no longer have any faith in the postal service that I used to respect and count on. The change has been HORRIBLE, and this recent experience confirms it. I hope someone tries to explain this, OVER ONE YEAR for mail delivery for seven different pieces of mail. If this incompetence occurred in our private sector jobs, we would all be fired. I have had multiple other issues with mail in recent months, but this one takes the cake!

    Sep 22, 2016
  • anon

    mailed certified mail on sept. 10 /16 in Daleville,va. on sept,21 it has not been received at its destination. I will now have to overnite my insurance payment at considerable cost so that my insurance will not be cancelled. What is going to be done about this, cannot get a answer at local post office

    Sep 21, 2016
  • anon

    We appreciate your message and we are sorry you’re experiencing this problem with your certified mail. Please contact the Postal Service Consumer Affairs Office (www.usps.com/help/welcome.htm or 1-800-222-1811) and they will be able to assist you further with this issue.

    Sep 21, 2016

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