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 (459)

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  • anon

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

    Nov 10, 2015
  • anon

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

    Nov 09, 2015
  • anon

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

    Nov 05, 2015
  • anon

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

    Nov 05, 2015
  • anon

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

    Nov 04, 2015
  • anon

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

    Nov 04, 2015
  • anon

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

    Oct 31, 2015
  • anon

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

    Oct 27, 2015
  • anon

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

    Oct 23, 2015
  • anon

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

    Oct 16, 2015
  • anon

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

    Mar 22, 2017
  • anon

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

    Oct 14, 2015
  • anon

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

    Oct 09, 2015
  • anon

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

    Oct 07, 2015
  • anon

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

    Oct 06, 2015
  • anon

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

    Sep 17, 2015
  • anon

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

    Sep 16, 2015
  • anon

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

    Sep 15, 2015
  • anon

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

    Sep 09, 2015
  • anon

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

    Aug 28, 2015
  • anon

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

    Jul 31, 2015
  • anon

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

    May 28, 2015
  • anon

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

    May 04, 2015
  • anon

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

    Apr 19, 2015
  • anon

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

    Apr 15, 2015
  • anon

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

    Mar 14, 2015
  • anon

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

    Mar 13, 2015
  • anon

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

    Mar 13, 2015
  • anon

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

    Mar 11, 2015
  • anon

    Hello Charlene, Thank you for taking the time to notify our offices of this occurrence and we apologize for the inconvenience you have experienced. The role of the USPS Office of Inspector General is to investigate waste, theft, fraud and abuse within the Postal Service (USPS). Unfortunately, this issue falls outside of the jurisdiction of this office. However, please contact your local Postal Service Consumer Affairs Office at (404) 765-7702 , so they can look further into this matter for you. As well, if you still would like to file a complaint with our offices, you can do so on our hotline at www.uspsoig.gov/form/new-complaint-form and we can forward your issue to the appropriate department.

    Mar 13, 2015
  • anon

    The South Lake Tahoe area has terrible delivery sorters. My route is the 12th St area and the Mail is delivered to the wrong addresses almost every day ! I have packages delivered to other addresses almost every time! I follow tracking and it will say delivered but not to me. I've had money lost and have had neighbors bring my mail all the time. I've filed complaints to no avail ! When ever I can I ask to have packages shipped by UPS ! The only people that are worse then the USPS here is the weatherman !

    Mar 07, 2015
  • anon

    A post office in 6401 el cajon in san diego never delivered my mail containing a check. When I called inquiring about whether it was in transit, I was told they attempted to deliver it but the tracking information online still says in transit. There was no slip indicating they attempted to deliver, when I mentioned this to the person on the phone I was told to 'stop being lazy and pick up my certified mail'. This is totally inappropriate and overall rude. When I went to the post office to pick it up the same day, none of the post office workers would tell me who their manager was. Very inefficient and unprofessional. So disappointing.

    Mar 05, 2015
  • anon

    Hello Joyce, Thank you for taking the time to notify our offices of this occurrence and we apologize for the inconvenience you have experienced. The role of the USPS Office of Inspector General is to investigate waste, theft, fraud and abuse within the Postal Service (USPS). Unfortunately, this issue falls outside of the jurisdiction of this office. However, please contact your local Postal Service Consumer Affairs Office at (858) 674-2670, so they can look further into this matter for you. As well, if you still would like to file a complaint with our offices, you can do so on our hotline at www.uspsoig.gov/form/new-complaint-form and we can forward your issue to the appropriate department.

    Mar 06, 2015
  • anon

    How do you file a formal complaint against a postal employee? The website seems convoluted at best, making it as difficult to report employee misconduct. Just saying, Postmaster General. You all are Civil Servants. When an employee acts inapropriately, there should be an easy and secure way to report this employee misconduct. Your Hotline does not provide for this. A little help for a disabled American would be appreciated. See the above email.

    Feb 19, 2015
  • anon

    The USPS is not federal tax subsidized. Not Civil Servants more like any run of the mill employee of any company.

    Sep 07, 2016
  • anon

    You basically can't. I work for state goernment. One of my co-workers had a complaint made against them and my boss laughed and threw it away. Our unions protect us to the point where its basically impossible to discipline us. Im ashamed of where I work as a "civil sservant", and work extremely hard, only to be passed over for promotions by the bosses friends, our government has cancer. It is spreading to every aspect of "civil service"

    Dec 19, 2015
  • anon

    You have to write your congressman or senator and then hound them...or go through the media. Otherwise you will be told, " we don't investigate that" or "we don't have any authority over that" or "you can make a report, but it will immediately become inactive". I filed a complaint about my postmaster. She investigated herself, said she spoke with me and apologized (when she did not), and then closed my case. I am meeting with the press this week along with some of my neighbors. After that we are meeting with our elected officials. I hope you have better luck!

    Mar 02, 2015
  • anon

    Hello Randall, Thank you for taking the time to notify our offices of this issue. The USPS Office of Inspector General investigates waste, theft, fraud and abuse within the Postal Service (USPS). In a matter such as this, please file a complaint online at www.uspsoig.gov/form/new-complaint-form. By completing this form it will provide our offices with the critical information needed to look into this matter.

    Feb 20, 2015
  • anon

    I sent a package by priority mail on Tuesday, January 20,2015 from the Sherman Station in Mansfield, OH where the clerk was extremely helpful by telling me the best way to send my package at the best value. It was enclosed in a priority mail box and I was told it would arrive in Lakewood, CO on Thursday, January 22, 2015. The receipt with the tracking number 9114 9999 4423 8904 1474 85 verifies that the expected delivery was January 22, 2015 by priority mail 2-day delivery. I told our son and family to look for the package on January 22 and it actually arrived on Saturday, January 24, 2015. I don't understand when a receipt verifies the package should have been received January 22 and was only received January 24. Where is the confidence I should have with the USPS???? Mary in Mansfield, OH

    Jan 26, 2015
  • anon

    I enjoyed a very nice verbal exchange and service at the Charles City, Iowa, US Post Office on Jan 21, 2015. The woman who waited on me, Sally, is like a mother in making sure everyone gets the service they need in a quick and professional manner. I have found this true of other counter help in this post office, as well. One time when a package I had mailed through this office was found laying in a Calif. post office, "undeliverable," they made contact for me and helped get it on it's way. I was so grateful, as it contained an electronic part for my potter's wheel. Let's just say, I don't mind taking them cookies.

    Jan 22, 2015
  • anon

    I am so sick and tired of the Plainview Post Office. They are the absolute worse. The line is out the door and all they have is two people. Where is everyone else. They have no respect for anyone and because I complained about them to a few people on line I got a very dirty look from this blonde illiterate. I gave her a dirty look back. We r paying their salaries so they should be exceptionally nice to us. There is never enough people helping out and they ALWAYS open the doors late. It is supposed to be opened at nine and they always open after nine. This is a very exclusive upscale neighborhood. We should not have to go through this by a bunch of people who are obviously not happy with their job.

    Jan 20, 2015
  • anon

    Please understand that unless you are mailing or purchasing $30 of products per hour (give or take a few dollars) you are not paying any Postal employees salary. Short staffing and newly hired employees that are inadequately trained is the down fall of the organization not to mention the USPS is the only federal government that is required to make a profit and it was not designed to work that way

    Mar 31, 2016
  • anon

    Hello Sue, Thank you for taking the time to contact our offices. The USPS Office of Inspector General investigates waste, theft, fraud and abuse within the Postal Service (USPS). However, we suggest calling your local USPS Consumer Affairs at (631) 755-2850 to file a complaint and so they can begin to look into this matter for you.

    Jan 21, 2015
  • anon

    I am VERY frustrated--I sent oranges to WI from AZ--was told the package was undeliverable--My daughter went to the post office in Sheboygan Falls WI she was told the address unable to read===excuse me==it was made on the computer, size 24 letters in bold print---my daughter was told the employee was on his way home. Check tomorrow, or it may be sent back to AZ---WHAT---customer service --in a pigs ear--

    Jan 02, 2015
  • anon

    Hello, I tried to use the USPS website to send an issue with my carrier to the appropriate person for review but the website is limited to selecting pre-determined format you are required to select from before you can actually access the page where you can write your comment, and that box limits us to 4000 characters. From an Ipad using the regular full site you can't access the button to send that comment. So after finally getting through several pages of pre selected topics, non of which were mine, and completing my under 4000 characters, I was unable to send. Is there a direct email address for Fort Mohave, Arizona Postmaster, or the Bullhead City, Arizona, Postmaster? My issue pertains to the carrier keeping my mail on his truck for a month where it was untraceable by USPS and I was repeatedly told I had no mail at my new address. Before I moved I had filled out the forms for the new home and contacted most of my regular mail senders and updated the address. I had to go into Fort Mohave, AZ, Post Office to get new keys for the box, which I did, and having presented ID and proof of living at the address, waited 7 days for my keys. I searched my previous address, went in to two local Post Office Branches in Arizona looking for my mail, and did online tracking of my packages which said they had been delivered to the new AZ address. But it took a month to discover the handler had everything in his truck.

    Oct 16, 2014
  • anon

    Is there a law that requires customers to stay back 100 feet when the carrier is placing mail in a group of locked mail boxes installed on the side of the roadway?

    Oct 15, 2014
  • anon

    I cannot enter the site https:postalexperience.com/pos

    Aug 12, 2014
  • anon

    RUDE customer service for DEWITT POSTAL SERVICE in DEWITT, MICHIGAN----I lost 8 mail boxes due to storms--DEC. 2013 /JAN. 2014-----MY MAIL WAS not delivered--I can go with that--for pic-up on my part. BUT, to be talk down to and insulted by whom ever answered the phone when I called---and treated like a second hand citizen by this POSTAL OFFICE--TERRIBLE. They would not help me---not give me any info--I called the ROAD COMMISSION--they came out fix the mail-box--gave me a new one---number 8 (didn't have to pay 4 this one or labor--$210.) That was for labor only---The month before this one! The ROAD COMMISSION told me to ask the POST OFFICE that brings my mail---"where can I relocate my mailbox so this does not keep happening. GOT KNOW ANSWERS/ NO NICE--GOT HANG-UP ON!

    Feb 17, 2014
  • anon

    I cannot believe how rude the customer service agent whom helps the public at the Cheshire, Connecticut post office is! She has worked there for years but over the years I have seen her go from friendly and helpful to downright rude and cranky. I guess it is due to less help and more work for her but I have been treated disrespectfully on more than one occassion. It is unfortunate that customer service like this is allowed to continue. I guess I can talk to her boss but I am afraid that my mail might be sabotaged! I would never treat or talk to someone like this woman does!

    Sep 04, 2013
  • anon

    The OIG appreciates your feedback on this blog. Please consider your option to file a complaint at your local post office.

    Aug 28, 2013

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