I initially submitted an inquiry because mail was no longer being delivered to our residence. I later received an email from Supervisor Victoria Johnson stating that she had spoken with both me and my mail carrier and determined that the home was considered vacant. Her email stated that our only option to continue receiving mail was to submit a temporary forwarding request.
However, Ms. Johnson had never spoken with me before sending that email and closing my case. When I called her directly, she confirmed that she had NOT spoken with me, despite specifically stating in writing that she had. I was also informed that she had spoken with the carrier, although our regular carrier is currently on vacation. This immediately raised concerns for me regarding the accuracy of the information used to make this determination and close my complaint.
Rather than addressing these discrepancies or reopening the matter for proper investigation, Ms. Johnson quickly transferred me to her manager, Kimberly Goss.
Unfortunately, my conversation with Ms. Goss was even more concerning. I asked her to provide or direct me to the USPS policy that allows a carrier to determine that an occupied residence is "vacant" and discontinue mail delivery. Ms. Goss stated that this has "always been their policy," but she did not provide the policy, regulation, or any information showing where customers can review this requirement.
I also explained that we had been receiving mail at this residence until approximately August 7, when our regular carrier, Ms. Gabby, went on vacation. Therefore, I do not understand why the residence would suddenly be considered vacant when mail had been regularly delivered before the regular carrier's absence.
Ms. Goss also discussed residents who had been displaced because of the tornado and stated that she had allowed some residents to receive their mail at the post office. & bragged on the fact she don't live in the city and her house wasn't effected so she don't care. That explanation did not address my situation or explain why delivery to my residence suddenly stopped.
The conversation became increasingly unprofessional when Ms. Goss became upset, stated that she would "handle" Ms. Gabby, our regular carrier, indicated that she would make sure no mail was delivered to the residence, and then stated that she was done talking on the phone.
This is extremely concerning. A customer asking for clarification regarding USPS policy and requesting that a legitimate mail-delivery problem be investigated should not result in threats to discontinue delivery or an abrupt refusal by management to continue the conversation.
My concerns remain unresolved
This is not the first time I have experienced poor customer service at this location. My interactions have repeatedly involved dismissive, rude, and unprofessional communication rather than accountability or meaningful attempts to resolve legitimate concerns..
I am documenting this matter because interruption of mail service is serious, and customers should be able to question a decision affecting their mail without being treated disrespectfully or threatened with further interruption of service.
This is one of the WORST post office in the city. They are rude and very GHETTO, they do not know any answers to questions that you ask and the only answer they do have is I DONT KNOW. What type of answer is that!!! they which the phone to other ppl without telling you who you are talking too. I would not like to see anyone lose their job but they need retraining or to LOSE THEIR JOB.JUST BECAUSE YOU WORK IN THE INNER-CITY AREA DOESN'T MEAN YOU HAVE TO ACT LIKE THE STEREOTYPE TRASH THEY CLAIM THE CITY PPL ARE. IT'S LIKE THEY HIRED THE WORST PPL IN ST.LOUIS TO WORK THERE!!!!!! AND I WILL BE CALLING HIGHER UP'S FOR SURE UNTIL I SEE A CHANGE.
Search
Postal 
