Norton Writes USPS Postmaster General Over Wholesale Reports of Poor Customer Service

WASHINGTON, D.C.—The office of Congresswoman Eleanor Holmes Norton (D-DC) today released Norton’s letter to United States Postal Service (USPS) Postmaster General Megan Brennan regarding widespread complaints of inconsistent and failed mail delivery and a lack of USPS responsiveness in the District of Columbia.  Norton said she is considering holding a forum with the Postmaster General and D.C. residents to help the community understand the best way to get responses quickly and resolve delivery issues.

In her letter, Norton wrote, “We have learned from constituents and from several members of the D.C. Council that there is unreliable service in the Eckington, Anacostia, Cleveland Park and Michigan Park communities.  I understand customers often do not even receive their mail at all on certain days.  The most common complaints include late evening deliveries, failed delivery and damaged mail.  Especially troubling is the repeated lack of responsiveness by station managers to customers.  I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages.”

Norton’s full letter is below.

Megan J. Brennan
Postmaster General and Chief Executive Officer
United States Postal Service
475 L’Enfant Plaza SW
Washington, DC 20260-3500

Dear Postmaster General Brennan:

I am writing because a number of my constituents throughout the District of Columbia have been experiencing difficulties receiving their mail consistently and properly.

We realize that from time to time there will be mishaps in delivery of mail.  However, there appear to be recurrent problems in all four quadrants of our city.  For example, we have learned from constituents and from several members of the D.C. Council that there is unreliable service in the Eckington, Anacostia, Cleveland Park and Michigan Park communities.  I understand customers often do not even receive their mail at all on certain days.  The most common complaints include late evening deliveries, failed delivery and damaged mail.

Especially troubling is the repeated lack of responsiveness by station managers to customers.  I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages.

We are considering holding a forum with you and our constituents to help the community understand the best way to quickly get responses and change.

I ask that you respond to this letter within 30 days, outlining how the United States Postal Service plans to address these concerns.  I look forward to working with you on these important issues.

Sincerely,

Eleanor Holmes Norton

4 Comments on "Norton Writes USPS Postmaster General Over Wholesale Reports of Poor Customer Service"

  1. It’s not just DC. It’s like that everywhere. Postal managers don’t care about their customers and won’t answer the phone and yes when you go there the managers are unavailable and won’t talk to you.
    If you think the managers don’t care about the customers, they care even less about their employees and treat them like slaves and give them no respect.

  2. First of all there is no more customer service – that went out the door when Amazon came abroad. When you are told by management that the amazon parcel comes first, don’t worry about the mail or DPS, you know customer service went out the window. The PMG is so far up Jeffery “the BOZO” clowns butt she can’t find her way out. As for the congresswoman talking about lack of customer service, how about you and the rest of you do nothing congresswomen and congressmen get off you ass and start working TOGETHER to solve issues of the american people instead of constantly fighting over BS.

    • This same issue occurs in Rochester NY at Northwest Rochester P and DC. Senior management does not care about customer service. I worked with customers as well as Postmasters and staff in the field. I was able to find parcels, contents, etc. In addition it took a little research but I was able to reach out to the subsequent processing facilities and solve some of the postal mysteries. In most cases the customer was satisfied that they spoke to someone and were confident that there would be a resolve. Never was a situation not addressed much to the frustration of the In-Plant Manager. He did not believe in accepting responsibility for mail processed at our plant that met some demise. It was recommended that I just relay a message that the package was not at our plant. I retired in 2017 with my decision based on the way the facility was operated and my managers lack of customer support. I was the third individual that the department lost to transfers etc. because of the individual manager. My intent was to work as long as physically able as I loved my job and the troubleshooting results passed on to customers in the name of service. The attitude among employees and management on the floor became lackadaisical at best. Just show up and collect a paycheck for hours spent in hiding and not working. One can compare it to “ANIMAL HOUSE”!

      I will share my name on record if contacted via email.

      • I am sure nobody from the postal service upper management would want to contact you – they don’t want to hear the truth

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