United States Postal Service — Local services in Austin

BEWARE WHEN PICKING UP PACKAGES AT THE PICKUP DOOR (Asian lady mentioned in previous reviews!) ASK TO SPEAK TO THE CARRIER SUPERVISOR. 5 stars for the carrier supervisor who helped me after the pick up door lady turned me away three times over a delivery notice left on my door for a package I was not home to receive, so I came to the post office directly. This int’l express package was attempted to be delivered on 8/15. I came on Monday, 8/21 at the end of the fifth business day. The lady at the door dismissed me saying that because it was priority, it had already been returned to the sender, although USPS’ site clearly states that priority packages are never returned before the end of the fifth business day and furthermore that international packages are always held for 30 days. DO YOUR RESEARCH ONLINE IF YOU ARE TURNED AWAY FROM THE PICKUP DOOR AND SPEAK TO SOMEONE HIGHER UP OR CALL USPS DIRECTLY. Otherwise, the pickup door lady will state your package is already gone regardless of the $, time and care that go into long distance postage. When I asked her for my delivery notice back for the tracking # the third time I came back in, she did not know what I was talking about and then fished it out of the garbage for me. Total lack of respect. I politely told her if I did not receive further information about my package, I would file a complaint with USPS and she shrugged me off. I waited on their automated line callback for 45 minutes. The phone agent told me that my package had not yet been scanned to be returned to the sender and that all things considered, it must still be there and that it is worth me returning to the post office again to speak to a supervisor, which this time was a drive after being shooed away so many times. The last time, which was five minutes before close, the pickup door lady saw me and ran to the back (she clearly knew.) The kind lady at the desk asked me, “haven’t you been here already today?” The carrier supervisor and all of the desk employees were immediately able to help me and found the package within five minutes. Problem solved thanks to their competence and willingness for customer service.

PS I write poor reviews sparingly because I have a general appreciation for//experience within public service, but this warranted it. The middle aged lady in front of me was also having a stressful experience at the pickup door and receiving SEVERAL excuses as to why she couldn’t receive her package without the pickup door lady looking for it even ONCE, so be informed and persistent. Something seemed “off” and so rude about the pickup door lady and while I’m not sure if it was discrimination or general malaise, she was unwilling to do her job and fully help the people also coming throughout their work days and busy lives to squeeze in an errand. I used to love going to the post office and hope she doesn’t continue to turn people off to it as digital...

A truly terrible situation was handled wonderfully by the supervisor but some of the employees working at this location are extremely flippant, incompetent, and completely uninterested in helping. I would first like to acknowledge the amazing customer service my wife and I got from Crystal the supervisor. She resolved an issue that was being worked on by three other employees in about 15 mins. She knows her stuff and was extremely efficient and helpful. I would also like to acknowledge the other employees involved in this. We spoke with two managers, one of which has short hair and glasses and is named Mary J. and an employee named Britany. Britany was immediately disrespectful and unhelpful and seemed to have no idea what she was talking about. Mary the manager gave us information that directly contradicted the information we received from another manager as well as Crystal the supervisor. Mary was extremely rude and dodged our questions repeatedly whether by choice or due to incompetence. She tripled down on the completely incorrect information she gave us. When my wife asked her how it would be possible for someone random to pickup a package without an ID and address and name or tracking number. She said she didn't know over and over and had no answer for us. It's really disheartening that Mary the manager has so little regard for the valuable items belonging to others. We ultimately had to start an investigation with the postal inspectors because of the value involved to see if we could get anywhere that way. This was the only option we had left to try after calling the branch and usps customer service and going to the post office repeatedly. Today we came up to get the information of the employees involved (Mary J and Britany) and when we arrived Britany told us that Mary wanted to speak with us but Mary was conveniently in a meeting when she was told it was us (we had been three times before) and was defensive when we asked for the information we were told to ask for by the postal inspectors. Britany basically disappeared into the back after not helping at all and making the situation more stressful for everyone involved, just like all of our previous visits. This is when Crystal the supervisor took over and got the job that defeated an incompetent manager and I guess what you could say is an employee done in about 15 minutes. We are forever grateful for her help. I hope Britany and Mary either go through training and onboarding again or find a profession where they aren't responsible for anything important or even remotely valuable or fragile and do not have any interaction with the public. Thank...

I visited on Friday, 1/21/2022 at approximately 3:15 PM. As I entered the building, I noticed that there was only 1 person (Sherree) at the counter and there was a line going into the front lobby; there was also a line at the pick-up counter as well. I needed to speak with a supervisor regarding a mailbox vandalism, so I was prepared to wait a while.

As I stood in line, I observed the activity and behaviors of each patron. I also observed how Sherree assisted each individual. To say that she provided great customer service would be a major understatement. Sherree did an outstanding job assisting each and every individual that approached the counter. She was sure to offer stamps and any USPS courtesies available to each and every individual. Her level of professionalism was tremendous. She was apologetic to each individual who approached the line and provided very personable, yet friendly assistance, and satisfied the needs of their visit.

I also commend Sherree because while she was assisting one patron, she was also scanning the room as patrons entered with pre-packed items that they would simply be dropping off. She was sure to verify that those individuals were using USPS labels and not that of UPS or Amazon; she did a great job of pointing out to one of the patrons that their package belonged to UPS and not USPS; this averted an inconvenient delay or loss of the respective patron's item.

I could go on about the exceptional service that Sherree provided, but I wish to emphasize how exceptionally well of a job she did. Needless to say, I was in the facility for approximately 2 hours and due to the absence of a supervisor during that shift, my reason for visiting was not addressed. Sherree was apologetic and made every effort to ensure that my concerns were addressed within her parameters, and she took down my contact information and assured me that the supervisor would be reaching out the following week.

As we all know, many businesses are experiencing staffing inadequacies, and COVID-19 has made it even more difficult. Nonetheless, Sherree is the epitome of professional and a great work ethic. Keep up the great work Sherree, and may your efforts be...