Monday, October 06, 2008

My Day with USPS, or the things I do for customers

Mail delivery came around 10 AM. Our faithful carrier Maria had an Express package to return to me. It had a note on it (not official form, just handwritten) and she explained that the regional post office could not ship express to the APO address of our customer. Maria told me I could go in to the post office for a refund and ship priority.

I attempted a refund online through the usps.com service we had used to print the label. Because it was beyond 48 hours after shipment (it's Monday, we shipped early Saturday), no refund was available automatically.

So, I load up our daughter, the package, and my wallet in the bike trailer and ride 4 miles to the post office. I get there and there is no bike rack. Plenty of security pylons, but those are easy to slip our lock right off. Bugger. Thank goodness for the newspaper machine that had a relatively secure loop I could lock through.



Bike secured, I walked into the post office with daughter, package, and wallet. I wait in line 20 minutes. When the postal worker calls me up, I explain that I need a refund because the postal service cannot fulfill my shipment needs and he gives me a blank stare. I ask for the manager Maria told me could help. More blank stare and then some mumbling.

The next associate over says, "You can't do that." I ask for clarification and he rudely tells me they can't do anything about packages shipped online. I request the manager Maria told me about. "Well, he's higher than her," my blank stare associate says. And the next one over says "Carriers don't know anything about this."

I eventually leave with my daughter, package, and wallet because I am getting no help. I know from experience that this post office and staff is often like this - no attempt at customer satisfaction and no flexible solutions.

Tonight, I will again pack up daughter, package, and wallet and drive to the airport 24 hour post office because the staff at that office has always been competent, kind and helpful. I am confident they will find a way to get my customer his Ibex gear quickly.

As soon as I get a moment (I've already spent over an hour on this today, not including writing this post) I will find a way to contact the local post office, speak to a manager, and let them know how disappointed I was with the service. Of course, I'll also need to leave feedback with the online system because if the service told when I input the address that express was not possible, I might have avoided all this trouble. Whew!

3 comments:

Rocky said...

I am sorry to hear about your day. I hope it gets better :)

Rachel said...

Thanks Rocky for your kind words. The airport post office came through and hopefully the customer is happy.

Dahara Dreaming said...

Rachel, giving this another shot - glad that the AUSPS worked out. I used that post office while living in Gahanna and still venture over there with with things that I want to ensure are taken care of.

And - you've been tagged with the "Seven Things Meme"! Come see my blog for the details :)