• Project Title:
  • Military and Diplomatic Mail Service
  • Start Date:
  • Monday, November 5, 2018
  • Estimated Report Release Date:
  • June 2019

The Postal Service partners with the Department of Defense and the Department of State to deliver mail to U.S. military and diplomatic personnel and their families either in the continental U.S. or outside.

The Postal Service’s ability to help facilitate high-quality mail service is crucial for supporting military and diplomatic operations and upholding the Postal Service’s brand and image. If you have experiences with military and/or diplomatic mail service, we would love to hear from you.

  • Overall, were your experiences positive or negative when using the Postal Service for military and/or diplomatic mail service?
  • In instances where you had negative experiences:

           - What types of mailings did they involve – e.g., domestic, international inbound (coming into the U.S), or international outbound (going out of the U.S.)?  
           - What issues caused the negative experiences – e.g., delayed mail, missing mail, or damaged mail, below expected customer service, or something else?

  • What things, if any, could the Postal Service do to enhance its military and/or diplomatic mail service?

Comments (323)

We welcome your comments related to the topic on this page. Complaints about the Postal Service, including lost, stolen or mishandled mail, that are unrelated to the content on this page, will not be posted. Please visit the Contact Us page for information on where to file formal complaints with our agency or the Postal Service.

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  • anon

    I am very grateful to be able to receive mail through the US postal service when I am serving overseas. The positive impact this service has on the quality of my life and that of my family cannot be over-emphasized. The mail office staff at every post where I have served have been dedicated, professional and very knowledgeable. But even they can't help when correctly-addressed mail is mis-routed to other posts or overlooked in a corner of a warehouse and arrives weeks or months late. I hope that USPS can develop mechanisms to minimize this problem.

    Feb 06, 2019
  • anon

    Margaret, thanks for your posting and overall appreciation for this mail service. We plan on looking at mis-routed/missent mailings during our review. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    I have been an APO/DPO customer for over 20 years. I have never received such good service as from the outstanding team at DPO AP 96549. They are the best of the best!

    Feb 06, 2019
  • anon

    G., thanks for the posting, it’s always great to hear these success stories. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    It has been a mix of great service and awful. Currently I'm waiting for medication that was shipped a month ago. It was miss pitched and we think it ended up in Hungary, I am in Poland. I'm told it is being sent back to Chicago where (hopefully) it will be routed to me. If this were normal sundry items or even a present it wouldn't be such a problem but this is medication, medication that is long overdue. Having said that I have had things make it here phenomenally fast, within days of making the order.

    Feb 06, 2019
  • anon

    Richard, thanks for your posting, and sorry about those issue. We plan on looking at mis-routed/missent mail during our review. A team member will be reaching out to you for more information. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    We are very appreciative of the service the USPS provides. The USG could not function as well without it. Considering I live on the opposite side of the world, I think USPS, in conjunction with the DOS postal service, runs great. Sure, there are things that could be better, isn't there always? Sometimes US private sector entities don't recognize the DPO address and will not ship an item or it becomes delayed. If a replacement home computer is ordered it may be returned due to confusion (over the battery/electronics) at the US post office(s) and with DPO. However, generally, items arrive promptly, but occasionally the are delayed, returned, or never arrive. Not sure what happens in those situations but it can be a problem when the items are time sensitive. Thanks for the opportunity to comment.

    Feb 06, 2019
  • anon

    Jeff, thanks for using and appreciating these services. We plan on looking at instances of delayed, returned, and lost mail during our review. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    We have had really good service in Romania (Compared to Moldova, Finland, Georgia, and Barbados). Thank you-

    Feb 06, 2019
  • anon

    Georgetta, thanks for the posting, it’s always great to hear these success stories. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    After picking up several boxes that looked through they went through hell, the notification that this post was available was timely. First off - I truly appreciate that the service exists at all, and use it heavily. I expect and understand that it takes longer to get a package overseas than it does to have one delivered domestically. That said, it is maddening to watch packages leave Chicago ... return to Chicago ... leave Chicago ... return to Chicago ... leave Chicago ... return to Chicago ... go into a black hole of status updates ... arrive ... and then have lots of stops fill in AFTER the package has been delivered. What is HAPPENING?? I've received boxes that were so almost completely destroyed, I don't even know how things even remained in them. I know some of this issue rests on the shipper and the quality of their packing, when you see the routing as above, it isn't hard to make the leap that these boxes have also had to go through extra and possibly unnecessarily handling, and that contributes to the damage. I have no idea what the solution is, and thanks again for having the service at all, but there's some work to be done.

    Feb 06, 2019
  • anon

    AJH, thanks for using and appreciating these services. We plan on looking at instances of missent and damaged mail during our review. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    I was hoping to inquire about mail sent and received at unknown address. what can I do to prevent the miss handling of my mail

    Feb 05, 2019
  • anon

    Jason, a team member will reach out to you directly about your question. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    My son was deployed in 2016 at Christmas. I sent him a Christmas gift, and he received it in two days!!!! The busiest season of year and to have this kind of service was amazing!

    Feb 04, 2019
  • anon

    Sharon, thanks for the posting, it’s always great to hear these success stories. J.B. (USPS OIG)

    Feb 08, 2019
  • anon

    I tried to send a Xmas card to “A Recovering American Soldier”. The address was correct, however the zip code was off by a digit. 20889 should have been 20899. Nobody caught this and corrected it, so that a soldier would receive this anonymous card, that I went out of my way to purchase and mail. Completely unacceptable!!

    Feb 04, 2019
  • anon

    You may not know that letters are processed in bulk by machine and routed by machine and not a person. That is unless it is marked "Loop Mail". Loop Mail is mail that has been forwarded and yes people touch it and look at it. So chances are there would be no one to catch your honest mistake in the zip code. I am Sorry that you, repeat you, made the mistake on the address. The post office handles tons of mail daily for everyone around the world and they do an outstanding job. They can only deliver the item to the address sent and if it is wrong then it gets returned. The facility in Chicago is over 16 football fields large. The volume of mail that passes through that facility boggles the mind. They do the best they can and unfortunately not every piece , especially incorrectly addressed pieces, can get special attention. Hopefully, one day you can forgive the Post Office because the one letter that you paid for did not get delivered due to a mistake that you made. Have a super day.

    Feb 06, 2019
  • anon

    Richelle, thanks for the comment, and sorry about those service issues. Sheldon, thanks for your reply, particularly your explanation of the heavy role of equipment in mail processing. We plan on looking at mis-routed/missent pieces as part of our review. J.B.

    Feb 08, 2019
  • anon

    I have had an overall negative experience with the Diplomatic/Military mail service. I have had (Strangely) only high-value items go missing from the mail to include a Samsung Watch that is still missing. Tracking is spotty, once an item Leaves Chicago or Newark, its kind of floating in an abyss until it reaches you, or doesn't. I think the USPS can definitely improve on this by increasing scans and bettering tracking. Please email me to hear me out on my simple plan to help fix this problem. The plan includes better scanning practices, utilizing batch scanning, secure web pages where service members can verify their identity and use their tracking number to see an exact location of a scan instead of "On its way to final destination". This process can also use the informed delivery platform, utilizing optical character recognition to confirm the tracking number is theirs. As stated, this webpage will have verified identity so that only authorized personnel can see the exact location in the military mail handling system. The batch scanning will be utilized as such, Packages are sorted into appropriately sized shipping containers only after the container is scanned, as well as, the package going into the box. Once closed the box can be scanned, updating the tracking of its contents. I have plenty of ideas to share on this and would love to be contacted.

    Feb 04, 2019
  • anon

    Salvador, thanks for your posting. We plan on looking at instances of missing or lost mail during our review. A team member will be reaching out to you directly about your collective experiences and suggestions. Thanks again.

    Feb 06, 2019
  • anon

    I would of liked a response back to the missing mail link I sent over. I asked about missing mail complaints buy the lady said it wasn't her department. She did ask if I wanted to speak to a supervisor and I declined. I got one form resent to me it was part of the missing mail but on the outside it said undeliverable, my husband was getting the garbage can that day and the driver just drove right past him.

    Feb 04, 2019
  • anon

    MaryAnn, thanks for your posting. We plan on looking at the “customer service” aspects for military and diplomatic mail during our review. A team member will be reaching out to you directly about your issue. Thanks again.

    Feb 06, 2019

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