United States Postal Service — Local services in Plano

The employees at this post office need to be educated on procedures, how to troubleshoot issues, and provide quality customer service.

Went there today in regards to a package that was never logged in (not mailed). Tried to patiently explain to them that I brought 3 packages last week, 2 were scanned and delivered, one was never even scanned, nor has been delivered. I originally waited 20 minutes inside the office area, only to be told when I got to the desk, “sir, I literally have no idea where your package could be, you need to go around the corner and knock on the delivery door and ask them.” So, I go there and wait another 20 minutes. When I finally try to explain my issue to the lady, she cuts me off and says, “oh don’t worry, there are things that get dropped off same day, but often can take much different timeframes to deliver.” I said that I understood that, but your missing my point, my that one package in question, the audit trail shows it was never even received by the Plano post office. She said she’d go look for it. Came back a few minutes later and says, “yeah, it’s definitely not here, so it’s been sent off, I wouldn’t really worry about it.” I said I am worrying about it because I have a customer who saying it’s been a 8 days now and they haven’t gotten it. I then said you still haven’t answers my question, if your telling me it was received, then why wasn’t it logged like the other 2. She then proceeded to tell me that first class mail standard mail never gets logged and those two items that did get mailed, those were probably just logged in error. At this point, clearly she didn’t know what she was talking about, and I had a line of people behind me, so I left.

What I will say is this, I’ve mailed 50 items since the beginning of this year, when I look at the audit trail for them, they ALL SHOW they get logged as soon as I drop them off, and they then move on to the Coppell facility.

There was no offer to make things right, because clearly they have messed up. So, now I get to mail another product along with having to pay for expedited shipping.

Please train your employees on both process knowledge and customer satisfaction skills. It was a beyond frustrating and waste of my...

the man working at the pick up counter is extremely rude and does not let customers finish their sentences. i told him USPS contacted me and said they would try to redeliver my package, and he said “why would they try to deliver something if it didn’t happen the first time?” in an extremely condescending manner. i said that usps told me over the phone twice and texted me to say they’d try again and he looked me in my eyes and said “where did they say that PROVE it”. prove it??? why would i drive twenty minutes to lie?? my home address is also far from this location and when he took my photo ID he questioned if i knew where i lived considering there’s a location closer to me, when i told him usps told me that my package would be at this location he said “no they didn’t,” like were you on the phone with me? no you weren’t, so how would you know? he then tried to ask me a question regarding the name on the package because it wasn’t my name as it was a package for my friend. rather than asking me up front he asked, “who lives in your house” and when i said “do you want their names” he said “what else would i be asking you that for” and when i was confused he was like “there’s a different name on the package” and i said “oh why didn’t you ask me that” and he said “i did” and i said “no you didn’t” and then he kept trying to belittle me and talk down to me. he constantly interrupted me and even yelled at an older man who was in line with me. he kept yelling at me to let him finish and when i said he didn’t let me finish he continued to scream at me, telling me i don’t know what im talking about. the supervisor was kind though and he helped explain the situation to me. regardless, the other man needs to learn customer service or do something else with his life. his utter disrespect for everyone around him was appalling and he seriously needs some training or anger management. worst experience i’ve ever had at the postal...

Where to start?

A middle-aged African American gentleman was in front of me in the line for fingerprints also. Our licenses were checked and we were told to wait by the table to be called. 20 mins goes by and nothing.

The Lady who told us to have a seat and wait looks at us, acknowledges that we are still waiting to be fingerprinted; and that’s not something she does.

No less than five minutes later, the personnel who does the fingerprinting calls the white lady back who had entered the post office no less than 10 minutes prior. The gentleman who was waiting with me was obviously frustrated and offended, and wobbles his way out of the post office because we had been waiting over 30 minutes while someone came in and was attending to promptly.

I proceeded to get up and speak to the gentleman who does perform the fingerprints after he attended to the lady, and explained that this experience was rather unprofessional and discourteous to the both of us.

Why is it that we had to wait to be addressed, whereas someone could enter and be catered to immediately... while I also don’t think this was intentional and more likely a miscommunication on the part of both attendants, it is unfortunate that neither had asked or attempted to find out who would’ve been next in line, as a poor gentleman who is clearly disabled, just wasted 35 minutes to be overlooked and ignored.

All in all, it took me 45 minutes to be completely done, while my counterpart was in and out in under 15 minutes. This is...