Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This problem has continued every month for the last 10 years, since I cancelled my account in 2014 over a decade ago. Stamps.com refuses to cancel my account despite numerous emails, calls, and letter over the last decade. Every time I call, they say that it will stop but it does not. I have not used the service in over a decade. No matter how many times I change my credit card, somehow Stamps.com gets **************** to sometimes put the charge through. Stamps.com has stolen over $2,500.00 of my money over past decade and continues to bill me, even though I stopped using service a decade ago and continue to cancel (over and over again). I would like BBB to request my account's billing and use since 2014 from Stamps.com, and BBB will see there has been none. The email address associated with the account is **************** and I believe the Account Number is Account Number *******. I have paid over $2,500.00 for services after cancelled (and no benefit provided) would settle for $2,000.00. I am the victim of an ongoing fraud by Stamps.com.

  Business Response

  Date: 06/14/2024

  Dear ********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that your account is closed.  We do consider the fees charged to be valid and appropriate. 
  
  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity. 
  
  However, your satisfaction is very important to us and we have determined that a refund will be given.   We have issued a courtesy refund in the amount of $1,000 to your credit card.  Please allow 3-5 business days for this credit to be applied to your account.  The credit may not be reflected immediately on an online statement.  Please allow one billing cycle to pass before it is reflected on a paper statement.  We have also zeroed out the outstanding bill of $199.90. 
  
  We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls, and we apologize that there was an impression created that your request for cancellation was not honored.  
  
  We show that we had responded to your e-mail with cancellation instructions and requested the verification of one of your security questions and your mailing address so we could complete cancellation.   
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stamps.com has scammed me out $180. I made an account back in September 2023 as I was looking for options to make a label. I had entered my card info as they asked but was never made aware that I was agreeing to sign up for a reoccurring monthly payment. I didnt end up even buying a label and found elsewhere to purchase one. So I never once used this website to purchase a label and forgot about it. 8 months later and I notice I have been getting charged $20 every single month by them. I just called and was only given a cancelation and one month refund. I see I am not the first person to complain about this. This is highly illegal to sign people up for a reoccurring service without their knowledge. I just want my money back.

  Business Response

  Date: 06/10/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.  However, rest assured that we will be issuing a refund check in the amount of $185.99.  Please allow 1-3 weeks for processing and delivery.    
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 8/12/23.  We do fully disclose our billing structure and fees prior to creating an account.  We do not bill without consent.  We apologize for any misunderstanding regarding our services.  We do not sell rolls or books of stamps, as the service we offer is the ability to print postage.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to your email address on 8/12/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 9/10/23. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never alerted that my trial was ending and that I would be charged $19.99 a month for an eventual automatic switch to a subscription service that I couldn't cancel without fully closing my account online. ********************** appears to make it challenging to cancel a subscription from unsuspecting customers. I never received any statements saying the charges were billed until I checked my credit card statement. On the signup page it states I would be charged the $19.99/month if I decided to continue past the trial end date. It is concerning that there is no email invoice of what they are allegedly charging for. The service was also so glitchy that when I attempted to print, it wouldnt even work. I think this is incredibly predatory behavior, and seeing as though I haven't used this service in months and have cancelled my account for this month moving forward, I don't believe I should have to pay for the charges for this subscription that I wasn't even aware of being charged. I expect to have the subscription, charged on 4/12/24 and 5/13/24, refunded based on the misleading language this company uses.

  Business Response

  Date: 05/24/2024

  Dear ***********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.  However, rest assured that we have issued a courtesy refund of $45.78 to your credit card on 5/24/24.  
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 3/12/24.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation.   We are sorry to hear that you had difficulties with our service.  Our Free Tech Line is available 6AM to 6PM, Monday through Friday at ************ to address any printing or technical issues our customers may be having.  Our Email Support Team is also available to address such issues.  We are sorry that we did not have the opportunity to assist you further with this issue.
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to your email address on 3/12/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 4/10/24.  We show that you closed your account on 5/21/24.  We do offer various means to cancel, including phone, email, and online options. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.   
  We believe in full disclosure, and information about our fees is available on our website,interface, Terms, and FAQs.  
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/12/2023 I purchased $30.00 of postage from Stamps.com under the account thaidollas (email *********************** I was dissatisfied with the service and so, on the same day, I closed my account with $30.00 remaining. I was informed by a customer service agent that I would be mailed a check for $30.00 within 4-6 weeks. When I did not receive a check within 4-6 weeks, I called back and was informed that checks are mailed within 6-8 weeks. Again I did not receive a refund check. It has been 5 months without receiving a refund and I have had more than 10 separate calls with Stamps.com customer service. Each time they give me an excuse and a longer time frame for mailing my refund. They have refused to do a credit card refund. I would like to receive a credit card refund for $30.00 as soon as possible because I believe if allowed to refund by mailed check, they will continue to make excuses for not refunding my account balance.

  Business Response

  Date: 05/23/2024

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We are sorry that you had not received your original postage refund check from us.  We have investigated this and rest assured we have issued a reprinted check for $30.00 for you.  The new check should arrive within 1-3 weeks.   Please let us know if you do not receive it by that time.  We apologize for the experience. 
  We have reviewed your feedback and please rest assured that we will be reviewing the interactions in question.           
  We strongly believe in the value of our service and we always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com. We sincerely apologize for the inconvenience you experienced.
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stamps.com charged monthly subscription with no notice.

  Business Response

  Date: 05/16/2024

  Dear ********,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.  However, we show that we issued a courtesy refund totaling $105.75 on 5/16/24.   We show that your account is now closed. 
  
  We apologize for any misunderstanding regarding our billing structure.   We show that you activated an account with us on 12/6/23.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation.  
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to your email address on 12/6/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 1/3/24. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  We believe in full disclosure, and information about our fees is available on our website, interface, Terms, and FAQs. 
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at:
  
  www.stamps.com/conditions
  Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab. 
  Customers are required to review and agree to these Terms prior to completing registration.
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee. 
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:05/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "Stamps.com account, user ID chungenhung3, email ********************** phone ************.On May 10, made TWO payments of $22.63. Stamps.com claim the payment FAILED. However, the banking institution show TWO debits from stamps.com. So the payment did went thru. Stamps.com CS claim they cannot even find the failed payment, and that the card does not even exist."

  Business Response

  Date: 05/16/2024

  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We have reviewed this issue in detail and show that your bank/financial institution rejected the two transactions for $22.63 each on 5/10/24. 
  
  The credit card charge was refused by your bank/financial institution, not by Stamps.com.  We apologize for any misunderstanding.  Since the purchase transactions were  unsuccessful, we would recommend that you confirm the following:
  
  - The credit card is activated and in good standing.
  - Adequate credit is available on the account for this transaction.
  - The account does not have an Internet or phone order block.
  - Non-travel related transactions are allowed on the account.
  - They do not request voice authorizations for any Stamps transactions.
  If you are seeing $1.00 transactions, the transaction you are seeing is a temporary hold called an "authorization" or "auth" and will not go through as an actual charge.
  It is not a charge -- we were testing your card information to make sure it exists and is billable. This places the funds on a temporary hold while we wait for the credit card company to verify the information on file. The authorization drops off your credit account within 72 hours for most banks, although for some banks it could take up to 30 days.
  Again we apologize for any misunderstanding. Prior to registration, we do ensure that our customers see our Terms and Conditions (which can be found at ********************************************* ) before they create their accounts. The excerpt regarding the authorization states:
  "During account registration, ********************** may verify that your payment card is valid for the service fees associated with your service plan."
  If we can help further, please let us know.
  
  Best Regards,      
  
  The Customer Support Team

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21696200
  
  how can a non-existent transaction be rejected twice?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  Hi *******,
  Thank you for your feedback and we apologize for any misunderstanding on this.  We show that the transactions for $22.63 each on 5/10/24 existed and are visible in our system.  However, they were not successfully processed by your bank/financial institution, as indicated in our previous responses.   These were not non-existent transactions; they were rejected transactions.  We have reviewed this issue in detail and show that your bank/financial institution rejected the two transactions for $22.63 each on 5/10/24.  Again we apologize for any misunderstanding.
  Sincerely,
  Stamps.com *************

• Initial Complaint

  Date:05/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17, 2024, I purchased *** Ground Saver for $6.13 on Stamps.com for one of my customers. The price was comparable to **** Ground Advantage and promised 3-5 day delivery in the 48 contiguous *************. However, the package took over 7 days to arrive to my customer, and the order had already been delayed due to handling delays on my end. Had I known, I would never have paid for *** and instead would have paid for **** Ground Advantage, which in my experience has never taken an entire week.

  Business Response

  Date: 05/16/2024

  Dear *********,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  To clarify, Stamps.com does not deliver packages or handle delivery in any way.  Mailpieces bearing postage printed via Stamps.com would be handled and delivered in the same timeframe as normal, and receive the same delivery times. 
  
  We apologize for any misunderstanding on this.  To clarify, Stamps.com is not a shipper or shipping agent, as delivery is handled 100% by the ***. 
  
  *** Ground Saver is an economy,residential, ground delivery service designed for lightweight,non-time-sensitive packages. *** Ground Saver offers a clear savings advantage with rates even lower than our already discounted *** Ground rates.  *** Ground Saver shipments move through the *** network and will be delivered by *** or, in some cases, will be handed off to the local *********** for final delivery by the ***** Since **** can handle last-mile delivery, this means you can also use this service for shipping to PO ****** military addresses, and US territories!  *** Ground Saver will have a 2-7 day Delivery Time.
  
  We do apologize for the experience, and we have issued an exception courtesy refund of $6.13 to your credit card on 5/16/24.  The refund should post and process within 3-5 business days. 
  
  If we can help further, please let us know.
  
  Best Regards,      
  
  The Customer Support Team
  **********************

  Customer Answer

  Date: 05/16/2024

  I understand that *** is the shipper, and I did initially raise my concerns with them. They insisted, however, that I had to ask Stamps.com for a refund.

  Regardless, I really appreciate the courtesy refund, and I will be sure to consider different delivery agents in the future.

• Initial Complaint

  Date:05/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company charged a recurring fee after an initial purchase without my consent

  Business Response

  Date: 05/16/2024

  Dear ********,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.  However, we show that we issued a courtesy refund totaling $40.38 on 5/13/24 and zeroed out the outstanding fees.   We show that your account is now closed. 
  
  We apologize for any misunderstanding regarding our billing structure.   We show that you activated an account with us on 2/19/24.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation.  
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to your email address on 2/19/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 3/19/24. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  We believe in full disclosure, and information about our fees is available on our website, interface, Terms, and FAQs. 
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at:
  
  www.stamps.com/conditions
  Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab. 
  Customers are required to review and agree to these Terms prior to completing registration.
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ***** and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee. 
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered stamps for my wedding invites on their website almost a year ago now without realizing I was signing up for a $19/month subscription. I was then charged without realizing it through 2023. Once I saw this was happening, I contacted Stamps.com on January 7th, 2024, via website to cancel with a confirmation email of cancellation. I continued to be charged for the subsequent months after cancellation and once this was realized in the month of April I called and spoke with a representative to cancel my subscription once again. I received a confirmation email and thought all of this hassle was done with. I then found out I was charged once again in the month of April about a week after I had spoken with a customer service representative. I am extremely disappointed and what makes this worse is I am not receiving anything in return from this company. Their charges seem like a hidden trap with no way of avoiding them and once confronted they still can't seem to handle the situation. I'm extremely upset and honestly livid with this scam of a company and luckily, I saw this charge, or they could have kept getting away with these charges.

  Business Response

  Date: 05/13/2024

  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.  However, we show that we issued a refund totaling $19.99 on 5/6/24 and an additional courtesy refund of $259.87 on 5/10/24.     
  
   We apologize for any misunderstanding regarding our services and we will certainly review the interactions regarding the issue you raise.  We do not sell rolls or books of stamps, as the service we offer is the ability to print postage.  We charge a monthly service fee.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.
  
  We apologize for any misunderstanding regarding our billing structure.   We show that you activated an account with us on 2/22/23.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation.  
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of www.stamps.com.  Registration requires you to enter your name, mailing address, phone number and credit card information, in addition to creating a username and password and selecting two security questions. Also, you must review and agree to our Terms and Conditions:
  
  www.stamps.com/conditions
  We do show a Welcome Email was sent to your email address on 2/22/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 3/23/23.
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  We believe in full disclosure, and information about our fees is available on our website, interface, Terms, and FAQs. 
  During registration for a Stamps.com account, we explain that your credit card will not be charged unless you continue past the four-week trial or buy additional postage and Online Store products.  We believe the monthly fee provides a good value for customers who need to print not only just Priority and Priority Express Mail shipping labels, but also Shipping Labels for other classes, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at:
  
  www.stamps.com/conditions
  Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab. 
  Customers are required to review and agree to these Terms prior to completing registration.
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  **************************************************
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee. 
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the free 30 day trial last week. I also purchased $40 in stamps and a pack of labels. When my labels arrived, I followed the directions and put in the serial number for the label, and was ready to print my first 25 stamps. Then it said I my account was blocked. No reason. Just blocked. I did not feel comfortable using them at that point so I attempted to cancel. They blocked me from cancelling. I contacted support. They did not respond. I contacted them an additional 2 times and they still didn't respond. No way to get my money back and they wont tell me anything. They stole my money in my opinion and lied about the ability to cancel at any time. They clearly are making me jump through hoops to cancel and get my money back. Fortunately when I show my evidence to my bank they will handle it. I really wish this would have worked and I would have been treated properly but Stamps.com doesn't seem to care at all about their customers. BEWARE!

  Business Response

  Date: 05/06/2024

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Customer satisfaction and feedback are very important to us,and rest assured that we have refunded the postage on your account totaling $40.00 on 5/4/24, as confirmed by our email agent.  We show that your account was cancelled on 4/30/24.   Rest assured that we have refunded Order st3514257 for $6.41 to your credit card.  Rest assured that we offer various means to cancel, including phone, email, and online options. 
  
  We are sorry to hear that you experienced issues with your account.  We are sorry to hear that you had difficulties with our service.  Our Free Tech Line is available 6AM to 6PM,Monday through Friday at ************ to address any printing or technical issues our customers may be having.  We are sorry to hear that you experienced a hold on the account.  We are sorry that we did not have the opportunity to assist you further with this issue.       
  
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************