US Postal Service

November 6, 2014Dear [redacted],I received your letter dated November 4, 2014 regarding a complaint involving the [redacted] Post Office. The customer alleges rude and unacceptable behavior from one of our employees, both, on the phone and in person at the lobby.I usually handle...

all customer complaints in my office and I was not aware of [redacted]s unacceptable experience with one of my direct employees.I spoke with [redacted] today and I agreed with her, she should have not experienced the poor customer service she received from out personnel. She explained what happened and how our employee acted and made her feel. I apologized to her and explained that I cannot "remove" the employee from my office but I assured her that I would have a discussion with the employee and take Some kind of action so that this does not happen again.
We take these kind of incidents very serious and will take the appropriate corrective action to ensure our customers are served and assisted in the best and friendliest way.
If you have additional questions please feel free to contact me at ([redacted].Thank youHugo A.
Postmaster [redacted] Post Office

Review: I phoned the local Post Office in [redacted], MD. I spoke with the supervisor or manager on site. I explained to her that my mail was being returned to sender with no forwarding address. She said she would have to check with the carrier. I explained that this has happened before and they couldn't figure out why. I then asked if I could have my mail held at the Post Office until this has been resolved. She said no, we can only hold the entire households mail. I paused trying to get my thoughts together on next steps and she then made the statement "Oh I tell you and you don't respond " sarcastically. I stated I'm just taking a moment to get my thoughts together. She was short during the entire conversation as if I was keeping her from something. However, this is part of her job, I assume, to assist customers having issues with their mail. I didn't like how she spoke to me over the phone and wasn't satisfied with her response so I drove to the Post Office, stood in line and was helped by one of the ladies in the front. I told her my issue and what happened over the phone, she asked for my ID and went to the back while the lady I spoke to was standing at the line assisting other customers. I knew it was her because I recognized her voice. Once the lady I spoke with over the phone went to the back, I could hear her questioning the lady who was helping and telling her she'd just spoken with me over the phone and she would take care of it. Then I knew she was the supervisor or manager. The supervisor or manager came from the back who now had my ID, the other lady stayed in the back and the supervisor or manager came out with the same nasty attitude I experienced over the phone, looked at me with this look, that if looks could kill, I would be dead. She said, as if she was scolding me, "Didn't I just talk to you over the phone"? She then proceeded to toss my ID onto the counter, instead of placing it in my hand, as she said, "I just talked to you over the phone". She glared at me asDesired Settlement: I would like her removed from my local post office. It makes me extremely uncomfortable to have to deal with this woman or run into her. I don't feel that I would be helped as long as she's there and the way she spoke to me and looked at me, I'm not sure what she is capable of. I thought she could strike me. I just want her removed and sent somewhere else.

Business

Response:

November 6, 2014Dear [redacted],I received your letter dated November 4, 2014 regarding a complaint involving the [redacted] Post Office. The customer alleges rude and unacceptable behavior from one of our employees, both, on the phone and in person at the lobby.I usually handle all customer complaints in my office and I was not aware of [redacted]s unacceptable experience with one of my direct employees.I spoke with [redacted] today and I agreed with her, she should have not experienced the poor customer service she received from out personnel. She explained what happened and how our employee acted and made her feel. I apologized to her and explained that I cannot "remove" the employee from my office but I assured her that I would have a discussion with the employee and take Some kind of action so that this does not happen again.We take these kind of incidents very serious and will take the appropriate corrective action to ensure our customers are served and assisted in the best and friendliest way.If you have additional questions please feel free to contact me at ([redacted].Thank youHugo A.Postmaster [redacted] Post Office