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Mail Loss, Delays, and Customer Service Complaints at Katy Texas Pin Oak Mail Annex

KATY MAGAZINE NEWS 
 

March 31, 2018  
 

Katy Magazine Editors
 

After multiple reports of unsatisfactory service and mail delivery at the Katy Pin Oak Mail Annex for USPS, Katy Magazine reached out for answers and basically got nowhere. What can Katy postal customers do?

 

The Katy Pin Oak Annex, located at 1331 Pin Oak Road, has received numerous community complaints from residents in reviews and all over social media. The majority of complaints are lost, undelivered, incorrectly delivered, difficulty of getting mailbox keys, extremely delayed mail, hang ups or no answers at the facility, and a lack of customer service primarily at the Katy Annex location.

 We noticed an extensive amount of posts and complaints on social media describing numerous unpleasant encounters, bad customer service, and lost/delayed mail reports from Katy residents and decided to make some calls, and the results were…frustrating.

REVIEWS AND COMPLAINTS

On Google Reviews, the Katy Annex has a rating of 1.3 with approximately 130 one-star reviews out of 142 total reviews.  Katy Magazine also received all negative complaints when we posed the question on social media.

Just tried to pick up a mailbox key for a new house. First time I was there, they said the key is not ready and ask me to come back again in 2-3 weeks. I called a week later to check on the status, the staff answered the phone not even familiar to the name community. After I clarified the name of the community, she told me the key is not available without even ask my address!…” R. C.

Keep losing our packages, or they are delivered to the wrong mailbox in our subdivision. My mailman only delivers every few days at this point. S. V.

Worst customer service I have ever experienced in my life. I called this post office today to get a few details to resolve a situation with my mail. The “supervisor” I was dealing with on the phone said his name was “Paul”, although I highly doubt that is his real name. When the conversation turned south between “Paul” and I, I asked him to speak to his boss. He told me it was not necessary and refused to give me any phone number or email address to anyone that is his superior. He then proceeded to hang up in my face, and then ignore the next two calls I tried to make! . J. J.

Worst Customer service i have ever received, While waiting, i witnessed a lady ask to speak to the supervisor, Mrs. Twitty, Not sure of spelling because she had previously ignored her calls and hung up on her. The supervisor decided it was a good idea to IGNORE the lady who requested to speak with her and she didnt not even leave her office to come address the situation. Extremely terrible way to handle a customer service issue. If this was a Private owned business she would be fired immediately. R. F.

KATY MAGAZINE ATTEMPTS TO REACH A REPRESENTATIVE FOR COMMENT

On Monday, Katy Magazine editors took some time exploring options on the best way to contact the Postmaster General to file a complaint or ask for assistance.

By Location Phone

When we called the number provided on their site, the phone rang 20+ and was disconnected with no option to leave a voicemail. Couldn’t even get them to pick up the phone.

By Hotline/Customer Service Line

We called 1-800-ASK-USPS, and there is no option available to file a complaint or speak to customer service. When we looked online, complaints on mail delivery are routed back to the customer service page (below).

Via Email

Next, we sent a message  through the USPS “Email Us” option – requesting a call back from the postmaster/manager to offer feedback on possible causes and creative solutions to the problem.

UNPROFESSIONAL RESPONSE RECEIVED ON TUESDAY
On Tuesday, we finally received a call from a representative claiming to be from the Katy Annex. The caller ID said USPS.  When questioned about the various complaints and difficulty reaching anyone, the representative declined to comment further and refused to give her name. The representative also refused to give us another name or contact info for the Postmaster or any other supervisor.

REACHED OUT TO HOUSTON CONSUMER AFFAIRS

After more research, we dug up the name of a Houston Consumer Affairs representative and left  a message on Thursday, March 29.

PHONE CALL WITH USPS MEDIA COMMUNICATIONS SPECIALIST, NIKKI JOHNSON

On Friday, March 30, 2018, an editor poke to the Strategic Communications Specialist Gulf Atlantic/Houston Districts, Nikki Johnson.

Ms. Johnson informed Katy Magazine on March 30 at 12:30 p.m. that a response would be issued as soon as possible addressing the concerns of residents who use the Katy Pin Oak Annex as their primary postal location. In the phone interview, we were also told that the District Manager for Houston would be notified.

UPDATED 3/31 at 8:56 AM:

STATEMENT FROM USPS REPRESENTATIVE NIKKI JOHNSON RECEIVED

“The Postal Service strives to always provide the best possible service to our valued customers. We apologize for any unsatisfactory service that may have been experienced by customers served by the Katy Annex PO. In this specific case, local management is committed to making improvements in service, including improving communications, and ensuring that all customer interactions are positive and professional. We will continue to work with customers to ensure every effort is being made to meet or exceed their expectations. We appreciate our customers’ patience as we continue to successfully resolve their concerns. Customers are reminded that, if they need assistance, they can also contact our national Customer Care Center by calling 1-800-ASK-USPS (1-800-275-8777) or they can visit our website at www.usps.com/help”  Nikki Johnson, Strategic Communications Specialist Gulf Atlantic/Houston Districts

Katy residents can also contact the Postmaster General by mail. Here are a few tips on how to effectively send a letter to the Postmaster General at the U.S. Postal Service Consumer Advocate Office, Megan J. Brennan:

CONTACTING THE POSTMASTER GENERAL

Address:

United States Postal Service

Office of the Consumer Advocate

475 L’Enfant Plaza, SW
Washington, D.C. 20260-2200

Salutation/Correspondence:

The proper way to begin the letter is:

“To The Honorable Megan J. Brennan,

Dear Madam Postmaster General,”

Body Text:

The more detailed the description of the problem, the better. Mailing/delivery complaints are less likely to reach the office of the Postmaster General themselves.

MORE IDEAS FOR SPEEDING UP MAIL DELIVERY

 Informed Delivery:

“I discovered Informed Delivery by USPS from other Army families….I get an email every morning with scanned pictures of what mail is expected to be delivered that day. It might help with at least figuring out where the hold-ups are in the process,” Katy resident, N. H.

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