On 8/5/2013 I had the rudest and worst service ever. I had an appoinment that the employee I spokw with failed to record, and when I asked for the supervisor's number (Cheryl Cruz) the one woman said," Do I look like I remember it? I don't have it on me!" When Jose Alba, the "useless manager," came out he resolved nothing and the time he spent doing and saying nothing of importance he could have helped me. Jose also scratched out hs name on his card so I couldn't see who he was because I let him know that I was going to call his supervisor.....Cheryl Cruz- which don't even bother!!! She never answers her phone and her staff is incompetent. I drove to Sonoma to receive the help that I needed. Sonoma staff know their business, are courteous, and efficient....probbably because they are not overseen by Cheryl Cruz!!!! Novato Post Office is AWFUL, RUDE, and NASTY. I will drive elsewhere for any post office needs I have, just to never go there again. read more

This has got to be the worst run post office I've seen in my entire 57 years. They need to get rid of the manager who has been there forever and get some employees who can move faster than a snail. Is the prerequisite to get a job here to be as rude to the customers as you possibly can and be as stupid as possible? Seems like they keep raising the rates on stamps, so what's with the 60's computers that never work? No matter what time or day you call, no one answers the phone. When you ask a clerk who to call to complain about an issue, they don't have an answer. Edit Remove read more

Let me preface this review by saying I hate giving one-star reviews. And to also state that there are occasions when someone is helpful in an above-and-beyond way. Those occasions are rare, though. Lousy location. The parking lot here truly could not have been more poorly thought out. Your experience at this location begins with a struggle to find parking, and taking your life into your hands when fording across streams of traffic coming from at least three different directions. First and foremost, the main Novato PO needs to find a different location that has parking and isn't a hazard to people coming to the PO. Lazy, ambivalent, careless. It seems like everything that can go wrong, does. Every time I go in for forms, I find the forms bin either *completely bare* or with only a few crumbs remaining. Which means that I have to go elsewhere for forms, or wait in line (omg, please no). Mail stops are erratic, meaning that sometimes they actually stop then start service when you request it. Slow. Lots of others here have commented on this trait. There are two dimensions to this problem, one of which the PO can fix: have more clerks working the counter when there are is a line. The other, they may be able to help fix, but is not their fault: people going there are simply unprepared, which takes time. It is not unusual for a transaction to take 5 minutes per person: yes, I have timed it while standing in line. I would agree with many of the other reviews that this PO location is probably the worst I've ever experienced. Sorry, Novato PO guys. I'd love to give a better review. read more

Jess is the only one who is consistent and keeps the line moving. I appreciate him and his kindness...

I had to call for information regarding how to ship live birds and the customer service was excellent. The CS rep went out of her way to get the info I needed. I ship 8-10 packages a week and always print my postage at home to avoid the lines. On the rare occasions that I need to go to the window the employees have always been friendly. read more

I am giving them a 3 stars because I absolutely love my Mailman and the people who work behind the counter are always very friendly and helpful. The downside is that this PO is soooo slow and the line is always out the door. However, my biggest peeve is that they always run out of priority flat rate boxes. On multiple occasions I have printed labels at home and when I get to the PO they do not have boxes available. I know I will have them when I need them. it is kinda a bummer to have to inventory my own boxes because they don't keep an ample supply on hand. read more

Awesome service from Jacob here!! Our local Large Post Office let us down with false information in sending our wedding invitations. Stopped by Nicassio for lunch and figured we'd inquire at the small PO there. Jacob took great care of us, he hand cancelled the wax sealed envelopes and gave us the straight scoop on postage. (The big PO was way wrong!). Thank you Jacob, awesome job well done!! read more

Once again the Novato post office has lied, and lost a package. Received notice that my package would be delivered today, only two days after the promised delivery date. Talked to mail carrier who said no package for you. Odd, I sign up on usps and see that no, it is out for delivery scheduled to be here by 6:45, once again another lie. I add tracking to my phone and am home all day. Shocking, no delivery. At 8:06 I receive an email that my package is available for pick up since when they tried to deliver it, nobody was home. How is that possible? I talked to the guy, I tracked the package, I was home, but some how the Novato post office can't find my packages. I know last time this happened I was told it had been returned to sender within less than 24 hours? They actually told me with a straight face that they are on top of things here. My package came the next day so I went back up to the post office to ask if it didn't fit the mail carrier? They didn't find it funny, I don't like being lied to, but Novato post office gets away with it every day. They wonder why nobody wants to use the service? Maybe this is why, the constant lies? All of it, I'm sure just adds to the stellar reputation they don't have. Should be zero stars read more

Why do they even have a phone number? I've literally called over 5 times a day for a week and no one has once answered, it rings, and rings, and rings, and rings. I need to make a passport appt and don't even want to go here if the experience will be anything like the phone answering. read more

You kind of wonder if post offices are in some sort of competition to be worse than the other one. The actual post office here is not so bad, but the postal workers the people who are supposed to bring your mail to you, are absolutely terrible and borderline criminal. It has long been rumored that open up peoples birthday cards and take the gift cards out of it. My complaint rest solely with their incompetence and laziness. For two days in a row I was home when the post person came, however they failed to even attempt to deliver a package and simply left a slip telling me they tried to deliver a package. This is a lie because they never attempted to deliver the package they only delivered the slip. When I went to the post office to retrieve my package the package could not be found nor was a tracking number left with the slip. The other package which he did have a packing slip was also not at the post office facility even though it should've been. At this point I have two undelivered at lost packages all because the post person was too lazy to ring the doorbell to get a signature and do their job. read more

I've never experienced such unhelpful and inconsiderate people. I showed up 20 minutes early for my passport appointment and was told with out being greeted that I had the wrong form. Before I could respond he continued to repeat to me two more times in different ways that I had the mail in form and needed a different form filled out for my appointment so he couldn't help me. Instead of showing me where the form was I looked around and found it and asked if I could fill it out since I was so early for my appointment. He responded it is and extra $25 and without answering my question. As I filled out the form I overheard a lady who was having her mail temporarily forwarded to the post office while she was out of town. The lady helping her told her that there was no mail for her. When the lady said that was impossible I should have something there and asked where it could be. The lady working responded that she did not know and provided nothing. The lady looking for her mail asked if it could've been forwarded with a response of oh ya maybe. This lady had also tried to call a handful of times with no answer to the phones. When she informed the lady she was working with of this she was given a complaint form with no apology or acknowledgement of her frustration (she was very calm and extremely polite given the situation). Some people have said that this is a busy location with a line out the door, I just want to add that here we're no lines at all for the 20 minutes I was inside. Just person after person that was treated rude and with absolutely no ownership of the situation. I heard someone ask "and outlet tax dollars are paying for this"? And I completely agree it's infuriating. read more

If you need a passport, stick a fork in your eye before going to this location. My fault for disregarding 2 reviews warning that this was a terrible post office. The staff is ignorant, they refuse to follow WRITTEN U.S. guidelines "because that's not what they said to us in the training," and can pretty much ruin your day with their mere "that's not my job" statements. Drive the extra distance and get your passport in San Rafael. read more

This is by far the worst Post Office I have ever dealt with. They lose mail. They can't figure out where my front door is so they throw mail over the fence. Yes, the fence where the gate is. I live in a tract housing area. All the houses are designed exactly the same.....this hasn't happened just once or twice. This has happened several times. They have lost overseas packages. I spoke with the Postmaster and she was useless. I routinely don't get my Netflix in a timely manner. I call Netflix and they can see that it was sent on a specific date as can, So where is it? A horrible Post Office, completely unreliable. I wouldn't even give them one star if that was possible. read more

Lost my online order of Moana todder t-shirt for my granddaughter which from UPS through postal service delivery...been on phone talk to Walmart, UPS, US post Office for 3 hours. Finally, decide to file a complaint and Novato office no answer, call 1-800-275-8777 after process all recording questions, they put me on 40-50 minutes wait for talk to a representative...I feel like to cry, I am a senior with a very serious disability. read more

I recently sent out wedding invitations in 6"x6" envelopes. I went on the USPS website and checked about postage and what I found posted said that as long as mail was 6" or less per side and under 2 ounces that first class 44cent postage was what was required. To be sure, I called the toll free USPS number, explained the issue and they confirmed that I only needed 44 cent stamps. Novato PO is the only one that returned my invitations for more postage! I know that other post offices both locally and around the country have delivered my invitations because I have already gotten RSVP's returned. I wish you would get your stories straight and make clear what the requirements are. I would have put extra postage on if I had been directed to. This puts just another piece of unneccessary stress on my efforts to celebrate this family milestone. read more

I called to make an appointment to hand in a passport application. No one answered the phone. It seems like such a simple thing to do to pick up a ringing phone. Does the post office realize that if they helped people they would garner support? There has to be good people there - somewhere. read more

When it comes to the Post Office I have a hard time with the review process of the system. There is ALWAYS a wait when you deal with this office. Why is my question. Is it because of cutbacks? Is there not enough payroll to cover the required help? The reason I quandary this is I have stood in the lines and have been assisted by the associates who work behind the counter. I have had some very nice associates who have assisted me. I have also had a couple that could have taken lessons from the postage machine in the lobby. What I have been frustrated most by is two things. One, why it would be that there would be a line to the door and only two people assisting customers. My second question would be how it is there is a line to the door and there are more associates assisting customers and yet the process is still as slow. The parking lot is a tragedy waiting to happen. I don't know how there have not been more accidents. And what is it about standing in line at the Post Office that is as bad as waiting at the DMV? It feels like you standing line forever! I must say that the postage machine was the best possible addition to the Novato Post Office. So that is what the two stars are for. read more

Big thank you to the Supervisor on duty on the afternoon of 1/26 for helping us track down a batch of mistakenly mailed bulk mail items. Very helpful and good results given that it was our mistake. Avoided a catastrophe all around. read more

Good luck getting them to even answer their phone. Lines take about a half an hour, even when there are only three people. I'm very patient and understanding when it comes to customer service as I've worked these jobs all of my life and I understand the pressure and how hectic it may get, but their employees very obviously do not care about customers. They are rude, pretentious, and careless. I envy the few that have had good experiences here, but I can guarantee it is rare to get through quickly and be treated with respect as I am in here about 4 times a week. read more

Others complain about this post office which always has lines out the door, but I think they do a fabulous job given that there is one post office for a city of 80,000 people. And look at the conditions they work it, no air conditioning, etc. Kailua-Kona, HI, on the other hand has 4 post offices for a similar population and new buildings. Blame Congress for stealing 1/2 of the PO's revenues each year for general funds and remember that the postal service is one of the only two services mandated by the U S Constitution. read more

I receive my daily mail from this location. Because of the late delivery times, I only receive mail three business days per week. We usually get our mail at 6 pm or later every day. So by the time I get Monday's mail, the business day is over and the inside teller services at the banks are closed. Since the mail comes at 6pm or later on Friday, I loose business day access and communication on that day also. Saturdays are not generally considered business days. Bank of Marin has no inside teller service on Saturdays, at least the one in San Rafael on Anderson. The mail comes late on Saturday also. So that leaves me with Tuesday, Wednesday and Thursday. This has been going on for a few years, at least. I wonder if they added one additional carrier to their staff, for our area, if we could have five business days of mail service, considering 5 pm as the cut off for the mail delivery time. That would give an hour to rush to the bank, or try to get in a phone call. read more

I've lived at the same address for almost 16 years. There may have been 1 or 2 days over that time that I did not receive mail. However on MONDAY, September 14, 2015, we received our neighbors mail and then proceeded to put their mail in their mail box thinking perhaps our mail was in their mail box. No not a thing in theirs, so we put their mail in their mailbox. Checked a few neighbors to see if our mail may have been mixed up. Nothing. The following Monday, September 21, again NOTHING in our mailbox, however, our neighbors received their mail. I'm seeing a pattern. So I tried to call the Novato post office, first try a fax beep answers, second time, busy. And another thing, I can't understand how our mail arrives so late in the day after 5:00 pm. Many times I see the mail lady deliver the mail in our Hamilton neighborhood and then leave for the afternoon, for hours, and then return around the evening to finish, I guess. Either way poor service and I can't even get through to them to let them know of the lack of quality service. read more

0 STARS. Worst post office ever. UPS sent Ancestersy DNA results to this post office to be delivered to my home on Saturday. UPS provided tracking info which updated on Monday to show package was undeliverable as addressed. I called the POST OFFICE on Monday and confirmed the address. They told me they had the package and it would be delivered Tuesday. I call again Wednesday and confirm the address again and am told it will be delivered Thursday. I show up to the post office on Friday to pick up my package. They can't find it. I wait to speak with a supervisor (Cheryl Cruz) who tells me she needs to speak with the mail carrier who is not answering her calls. Cheryl calls me at 6pm Friday and says the carrier returned the package because it was addressed to my wife's maiden name and the carrier didn't recognize the last name. Cheryl tells me it's my fault because I need to let the postman know if mail will be delivered under a different name. She tells me the package is in Santa Ana and she will try to intercept it on Saturday. It is now Monday and I just spoke with Cheryl who never tried to intercept the package Saturday or today. She does not know where the package is or if it will be returned because it depends on how the mail carrier returned the package and the mail carrier is on vacation for a week. What a joke... read more