I'm writing this review after several negative experiences at this location, but today's…read moreinteraction was concerning enough that I feel it should be formally documented.
We visited today at approximately 4:25 PM to drop off three packages. From the moment we arrived, the overall level of professionalism was disappointing. There was a long line, yet employees appeared disengaged, leaning on their hands while assisting customers and moving extremely slowly despite the number of people waiting.
When we reached the counter, the representative assisting us was wearing a gray sweater over his USPS clothing and did not have a visible name tag, so unfortunately I was unable to identify him by name.
I asked him a simple question regarding a separate package worth over $100 that was dropped off at this exact location on September 9 at approximately 1:30-1:45 PM. Because the self-service option was out of service that day, the package was placed in the designated drop-off area near the service counters. As of today, the tracking number still shows no record of the package being processed or scanned.
I asked what could be done to locate it. Instead of showing concern or explaining the appropriate process, the employee's demeanor immediately became defensive. He handed me information for another USPS location on Fern Avenue and simply told me to call them because "they'll find it." I explained that the package was not dropped off there--it was dropped off at this location.
After I asked about the missing package, the interaction noticeably changed.
One of the packages we were dropping off today was in a reused Amazon box that had a battery-related sticker on it. The employee told us he could not accept it with that sticker, which I completely understood. I removed the sticker and presented the box again.
He then refused it because some white residue from the removed sticker remained on the cardboard. There was no barcode or readable battery information left--only residue. I repeatedly tried to comply with every instruction and remove anything he pointed out, but each time there seemed to be another reason the package could not be accepted.
His tone became increasingly condescending, including telling me, "Look at me helping you," while I remained polite and told him I was simply following every instruction he was giving me.
The interaction felt unnecessarily adversarial, particularly because the change in demeanor happened immediately after I asked about the package that went missing after being dropped off at this location.
At the end of the transaction, we selected the neutral rating on the customer feedback screen rather than a negative one. The employee even made a gesture in response to that rating, which made the interaction even more uncomfortable.
When I asked for the manager's name, I was given a name that sounded like "Lilo," but no title or additional information was provided, so I cannot confirm whether that person is actually the manager.
This is also not the first time we have experienced condescending treatment at this location. My wife is still learning English, and when she has asked questions here in the past, employees have spoken to her in a way that she has found dismissive and condescending.
I understand that USPS has packaging and shipping regulations, and I have no issue complying with them. My concern is the lack of professionalism, the way customers are spoken to, the apparent change in treatment after raising a legitimate concern, and most importantly, the fact that a package dropped off at this location on September 9 still has no tracking activity whatsoever.
Customers should be able to ask where their missing property went without feeling that doing so will negatively affect the service they receive afterward.
I hope management reviews the September 9 missing package, today's approximately 4:25 PM interaction, and the customer service practices at this location. We are simply asking for professional treatment and help locating a package that was entrusted to USPS.
