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:11/19/2022

  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 used the Stamps.com service to print sheets of media mail stamps in mid-August 2022. One sheet of these stamps cost $87.25. The Stamps.com website allowed me to mistakenly charge two sheets using the SAME serial number. There should be no reason the website allows this to happen. I should not be charged twice for the same page of stamps! Only one page of the stamps was able to be used. In order to receive a refund for the page that was unusable, I was told to file a form through the US mail. Finally in mid October I was told that the USPS had approved the refund. Then I heard nothing. I spoke with customer service who said they would look into it. Basically I was given the runaround. My impressions of this business is that they purposefully created a situation where I would be overcharged, and then have made it difficult as possible to get my rightful refund. I would not use this business again, nor recommend them to anyone. Any help you can give me in obtaining my refund would be appreciated. I am filing a complaint here, and plan to file in small claims court next. Thank you.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We are sorry that you encountered this issue. Rest assured we are investigating the issue you describe. We take these issues very seriously.
  
  As confirmed via email on 11/22/22, we have issued a postage credit of $87.25 to your postage balance. If you are logged in, please press the F5 button on your keyboard to refresh your postage balance. If you are not logged into your software, the postage balance will reflect the credit after you log in. You will receive an email confirming this credit was issued in the next few minutes.
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/11/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks to BBB for help resolving this!

• Initial Complaint

  Date:11/18/2022

  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 just discovered a recurring $17.99 charge to my credit card, by stamps.com which charged me to use the service. Even though I signed up for the service to buy postage, I don't remember agreeing to pay $17.99 or have not received a single email that my credit card was charged.
  
  I have not received a single email notifying that my trial period was over. Or an invoice or some kind of billing alert each month. Nothing. I don't remember seeing anything tangible anyone would get out of signing up for this service. I could easily get the same service for free from Paypal, so there is no way I would pay $17.99 a month had I known that there would be a monthly charge.
  
  I contacted Stamp.com to request a full refund. At the same time, I learned how they fooled customers by using some sneaky tricks on their website about the "charges". They only refunded a fraction (not even half) of the charges. This is unacceptable. I again request a full refund.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Dear ***,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a refund of $71.96 to your credit card on 11/17/22. We have issued an additional refund of $94.75 on 11/28/22. We show that your account is closed. Your confirmation number is: *************.
  
  We show that a Stamps.com account was fully activated and established on 2/7/22. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 3/8/22. We show that you cancelled your account (10571732) on 11/16/22.
  We show that you have had a previous account with us:
  Account ******* opened on 5/22/12 and closed on 7/2/12.
  We also show that you have **********, a ShipStation PayPal ShipCenter Account.
  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 Postage Vendor licensed and approved by the USPS. We are a separate company from the USPS itself.
  We never charge people without their full agreement and awareness during our online registration process. 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 it's not based on usage of the software, but rather on having access to using it.
  To create any Stamps.com account, you must complete the multi-step registration process at 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
  To best serve our customers, we provide the terms for Stamps.com accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that they've read the terms and conditions. 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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post Office and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. Stamps.com is a vendor licensed by the USPS, and all paid postage goes directly to the Post Office. In order to offer our standard service, we do charge a monthly subscription fee.
  
  While the USPS offers a free online service called Click n' Ship, Stamps.com's fees pay for features not offered on-line by the USPS. These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden Postage feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like eBay and Amazon.com, Mail merge, and batch printing.
  Stamps.com has many features not offered online by Click-N-Ship. You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with Click-N-Ship now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels. In addition, USPS's Click-N-Ship service stopped offering the discounted Commercial Base rates as of 1/17/16. The Click n' Ship service moved to retail pricing. Stamps.com still offers discounted Commercial Base rates.
  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 (we support First Class, Media Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million 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 Postage 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:
  
  *************************************************************************************
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Director
  Stamps.com

• Initial Complaint

  Date:11/18/2022

  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.

  Hello, earlier this back in June I canceled my service with Stamps.com but even after I canceled the account they were still trying to charge me 3 more months of service charges totaling over $71.00. When this happened I called their customer support department to complain about the issue and the Supervisor that I spoke with said he would clear out those overcharges and close my account and apologized for the issue and gave me a confirmation number to validate that the matter was closed. That number is
  #************* and just yesterday I got another email from Stamps.com claiming that I still owe them money for a closed account. I understand the postal service is hurting for money but this is the wrong way to go about it and I am not going to stand for it!
  I need your assistance. I have attached the latest email I got from Stamps.com to this complaint.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have zeroed out the outstanding balance of $71.96 on the account, as confirmed on 8/26/22 via email. Your confirmation number is: **************
  
  We apologize for any misunderstanding. We have reviewed our e-mail and phone contact history and unfortunately, we do not show that we have received any form of contact from you requesting cancellation prior to 7/26/22. We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls. We show that our e-mail representative offered you the option to close via e-mail on 7/26/22. We requested security question information from you in order to complete the closure process via e-mail. Unfortunately, we do not show that we had received this verification and information from you on 7/26/22. We show that you subsequently closed your account on 8/26/22.
  
  We also show that we followed up regarding your postage refund. We apologize for any misunderstanding. So that we can process this for you as a refund check, we needed to confirm the following pieces of information from you:
  
  1. Your mailing address
  2. The payee (please confirm whether the check needs to made out to a company or person - Ernesto Fernando )
  3. Company: ( ) or Contact Information ( ****************)
  
  We show that a ********** account was fully activated and established on 1/26/21. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 2/23/21. We show that you cancelled your account on 8/26/22.
  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. ********** is a PC Postage Vendor licensed and approved by the USPS. We are a separate company from the USPS itself.
  We never charge people without their full agreement and awareness during our online registration process. Our service fee is not based on usage or activity. The monthly subscription service fee that ********** charges is for access of the ********** 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 it's not based on usage of the software, but rather on having access to using it.
  To create any ********** account, you must complete the multi-step registration process at 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
  To best serve our customers, we provide the terms for ********** accounts during the registration process. ********** accounts cannot be created without customers indicating that they've read the terms and conditions. During registration for a ********** 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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post Office and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. ********** is a vendor licensed by the USPS, and all paid postage goes directly to the Post Office. In order to offer our standard service, we do charge a monthly subscription fee.
  
  While the USPS offers a free online service called Click n' Ship, **********'s fees pay for features not offered on-line by the USPS. These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden Postage feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like eBay and Amazon.com, Mail merge, and batch printing.
  ********** has many features not offered online by Click-N-Ship. You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with Click-N-Ship now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels. In addition, USPS's Click-N-Ship service stopped offering the discounted Commercial Base rates as of 1/17/16. The Click n' Ship service moved to retail pricing. ********** still offers discounted Commercial Base rates.
  We believe in full disclosure, and information about our fees is available on our website, interface, Terms, and FAQs.
  During registration for a ********** 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 (we support First Class, Media Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million 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 Postage 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 ********** home page. We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using **********:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Director
  **********

• Initial Complaint

  Date:11/15/2022

  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 has been charging my credit card for $17.99 every month for at least a year. I did not authorize these charges. I have tried to get into my account to stop charges but they have locked me out of my account while continuing to charge me. They were supposed to send me a new password as I have tried many times to no avail.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a courtesy refund of $100.00 to your credit card on 11/17/22. We show that your account is closed. Your confirmation number is: *************.
  
  We're sorry to hear that you haven't 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.
  
  We show that a Stamps.com account was fully activated and established on 2/25/21. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 3/26/21. We show that you cancelled your account on 9/27/22. We apologize for any misunderstanding. We have reviewed our e-mail and phone contact history and unfortunately, we do not show that we have received any form of contact from you prior to 9/27/22. We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls.
  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.
  
  We're sorry to hear that you haven't 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.
  
  We never charge people without their full agreement and awareness during our online registration process. 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 it's not based on usage of the software, but rather on having access to using it.
  To create any Stamps.com account, you must complete the multi-step registration process at 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:
  
  *************************
  To best serve our customers, we provide the terms for Stamps.com accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that they've read the terms and conditions. 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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post Office and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. Stamps.com is a vendor licensed by the USPS, and all paid postage goes directly to the Post Office. In order to offer our standard service, we do charge a monthly subscription fee.
  
  While the USPS offers a free online service called Click n' Ship, Stamps.com's fees pay for features not offered on-line by the USPS. These include the ability to print shipping labels for mail classes other than Priority or Priority Express Mail, such as First Class Mail and Parcel Select (which will save you money), the ability to keep track of everything you send via our detailed reporting features, the Hidden Postage feature, discounted package insurance, integration with major software titles including Outlook and QuickBooks, the ability to import orders from online stores like eBay and Amazon.com, Mail merge, and batch printing.
  Stamps.com has many features not offered online by Click-N-Ship. You can print a First Class stamp directly to an envelope as soon as the software is downloaded and you can print shipping labels for all mail classes. Plus, with Click-N-Ship now offering retail rates on all shipping you will be able to save up to 51% off Priority Mail, up to 10% off Priority Express Mail and up to 26% discount when sending First Class parcels. In addition, USPS's Click-N-Ship service stopped offering the discounted Commercial Base rates as of 1/17/16. The Click n' Ship service moved to retail pricing. Stamps.com still offers discounted Commercial Base rates.
  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 (we support First Class, Media Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million 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 Postage 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:
  
  *************************
  
  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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Director
  Stamps.com

• Initial Complaint

  Date:11/14/2022

  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.

  Earlier in the year I cancelled my account with Stamps.com and had a balance. Normally they would refund the card once your account is closed, but because I cancelled my card, due to it being lost, they had to mail a check. It is now November, and I closed my account in January. REPEATED calls to the company only gets apologies and we will process it now. I can never speak to a manager or supervisor. I'm always told their busy and they will call back or their isn't a direct extension to them. My last call they even provided me with a claim number to refer to, and when I called back weeks later to check on the status, i was told that no such number exists. This company are thieves and I want my money back. It's been almost a year
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Dear********
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously.
  
  We apologize that you encountered this issue and for any misunderstanding. Rest assured that your account is closed and that a refund, representing your remaining postage balance, was issued on 2/28/22 as a credit card refund. The refund details are:
  Refund ID ********************** Amount: $25.65
  If your credit card account is closed, you may request that your bank transfer the refund we have already processed from your closed credit card/bank account to a reopened one, or to issue the refund in check form. We apologize for your experience and appreciate your feedback regarding the refund process. We sincerely apologize for your experience and if we can help further, please let us know.
  
  If we can help further, please let us know.
  Best Regards,
  
  Ray ******
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same generic type of responses and lies I keep receiving from your company. The refund was NOT ISSUED! I was told 3 seoerate times throughout the year that I have been following up, that the check was in the mail and in the way to me. That is false, and I guarantee you, that your company cannot provide proof that a check was mailed or cashed. The 2nd time, I called, I was even told the lie that my phone number on file is wrong so they couldn't reach me. I need this company to stop the lies, stop the generic responses, and do the right thing by ESCALATING this long over due issue and mail me my check. A real person needs to find the check and mail it and nit send these generic responses out. If you told me you were mailing the check, then provide proof that it was mailed. Your representatives said and confirmed that since my card was canceled, then a check will ne mailed. WHERE IS THE CHECK? Why are you holding my refund? Please stop tge lies and the generic responses and return my money.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  Dear********
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously.
  
  I sincerely apologize for the frustrating experience. We'd like to resolve this issue for you, and rest assured that we have submitted a check request for the funds in question. Please allow 1-3 weeks for processing and delivery.
  
  If we can help further, please let us know.
  Best Regards,
  
  Ray ******
  Customer Care Director
  Stamps.com

• Initial Complaint

  Date:11/12/2022

  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.

  REQUESTED REFUND AMOUNT: $274.26. RECEIVED ONLY A PARTIAL REFUND IN THE AMOUNT OF $251.86. REQUESTING AN ADDITIONAL REFUND IN THE AMOUNT OF $22.4. PLEASE SEND TO ADDRESS LISTED ON FILE.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We show that you were issued a courtesy refund of $251.86 as a refund check. Rest assured that we have issued a check request for the remaining courtesy refund of $22.40 on 12/8/22. Please allow 1-3 weeks for processing and delivery. Your confirmation number is:***************
  
  We show that a*********** account was fully activated on 4/28/20. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 5/27/20. We show that your account was closed on 6/27/21.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the*********** service and software. When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product. You do not have to register in order to receive information about***********.
  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. *********** is a PC Postage Vendor licensed and approved by the USPS. We are a separate company from the USPS itself.
  To create any*********** account, you must complete the multi-step registration process at 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
  To best serve our customers, we provide the terms for*********** accounts during the registration process.*********** accounts cannot be created without customers indicating that they've read the terms and conditions. During registration for a*********** 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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post Office and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. *********** is a vendor licensed by the USPS, and all paid postage goes directly to the Post Office. In order to offer our standard service, we do charge a monthly subscription fee.
  
  We never charge people without their full agreement and awareness during our online registration process. Our service fee is not based on usage or activity. The monthly subscription service fee that*********** charges is for access of the*********** 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 it's 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*********** 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 (we support First Class, Media Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million 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 Postage 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:
  
  *************************
  
  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*********** home page. We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using***********:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  
  Best Regards,
  
  Ray ******
  Customer Care Director
  Stamps.com

• Initial Complaint

  Date:11/12/2022

  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 bought stamps once on June 2, 2022 for my daughter to mail something with Stamps.com. Today on 11/12/22 I was looking at my credit card charges and noticed that Stamps.com has been charging me 17.99 a month since June. I have no products, stamps or services from this company. It was a one time purchase only.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Dear*******
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a courtesy refund totaling $89.95. This includes a refund of 35.99 on 11/14/22, and 53.96 on 10/16/22. We show that your account is closed.
  We understand your concerns about the refund issues. We do show that the above refunds were posted to your payment method on the above dates. If you do not see them within a week, please contact us at ********************** so that we can further investigate the issue for you.
  We show that a Stamps.com account was fully activated on 06/01/22. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 06/30/22. We show your account was closed on 11/14/22.
  We allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the Stamps.com service and software. When you visit our website, you have the option of viewing various pages that offer more information and background on our postage printing product. You do not have to register in order to receive information about Stamps.com.
  To create any Stamps.com account, you must complete the multi-step registration process at ***************
  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:
  
  ***************conditions
  To best serve our customers, we provide the terms for Stamps.com accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that they've read the terms and conditions. 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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  The fee we charge gives you access to services of the Post Office and the license to print official U.S. postage. It's a flat fee that is not determined by how much postage you print. Stamps.com is a vendor licensed by the USPS, and all paid postage goes directly to the Post Office. In order to offer our standard service, we do charge a monthly subscription fee.
  
  We never charge people without their full agreement and awareness during our online registration process. 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 it's 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 (we support First Class, Media Mail, and Parcel Select Labels), NetStamps, and postage printed directly on envelopes. We do have a wide variety of customers - over a million 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 Postage services currently offer.
  
  On our main page at *************** 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:
  
  ***************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:
  
  http://***************postage-online/faqs/
  
  https://***************postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:11/07/2022

  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.

  Quick background: I have been a loyal customer of Stamps.com for over 10 years, dutifully paying my subscription fees which amounted over the years to close to over $2,000. After many years, I had to cancel my membership and cancelled properly through their website on September 12, 2022. I also spoke to a representative who informed me I would receive a refund of unused postage within 6 to 8 weeks (I was mailing approximately 700 postcards a month for over 10 years) and would purchase hundreds of dollars of postage for those mailings). In the past, if there was a misprint, I had to sometimes make many calls to receive the refund and a few months ago returned unused labels and even though I had the tracking nujmber to prove they received them, I never did receive a refund. But I am insisting on getting the refund of $38.04 for unused postage. After numerouse phone calls and e-mails (see attached), it is obvious Stamps.com has no intention of refunding my unused postagle. I realize it is not a great deal of money ($38.04) but it was unused postage that I paid for and was told would be refunded. (see attached screen shot of balance taken on September 12th, date of cancellation. Additionally, Stamps.com confirmed that amount in their e-mail to me dated 10/16/22 (attached). It is now over 8 weeks and all I receive from Stamps.com are "generic formed responses" to my numerous requests for the refund. Thank you in advance for helping me.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Dear******:
  We're sorry that it has taken so long to get your postage refund check to you. Please rest assured that we have issued a new check. It will be processed within 1-3 weeks.
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If I do receive the balance of funds owed to me, then I will accept. But originally, the refund was supposedly being issued 6 to 8 weeks from my cancellation. I should have had my refund by November 8th. Now after filing this complaint, the response from Stamps.com on November 17th, is that the check processing will take another 1 to 3 weeks. If I receive the refund by December 8th, I will gladly accept their response and close out this file.
  Thank you.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  Dear******,
  Thank you for sharing your concerns, and I sincerely apologize for the negative experience. Rest assured that the check request was approved on 11/23/22 and will be printed and mailed within 1-3 weeks. If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (2000, 11, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am happy to report that I have received the check and the file can be closed. I sincerely thank the Better Business Bureau for helping this situation get resolved and also want to thank Stamps.com for sending me the check.

• Initial Complaint

  Date:11/04/2022

  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.

  Company keeps mailing me promotional literature despite many requests to stop. I am now getting them again after having moved to another state.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/15) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously and rest assured that we had previously submitted a Do Not Mail request for your address. Since you have indicated that you continue to receive mailers, rest assured that we have opened up an investigation regarding this issue with the appropriate team. We sincerely apologize for this issue and for the negative experience. If we can be of further assistance, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/11/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please make the unsubscribe permanent as I have been trying to do for years.

• Initial Complaint

  Date:11/03/2022

  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 made two purchases at Stamps.com on October 29th. Even though I printed a test page, when I printed my stamps they came out unusable. I was unable to reprint them due to their website setup. In order to request a refund, it takes weeks and their customer service is only available between 6am-6pm Pacific time. Despite this, their customer service provided a scripted and unhelpful response outside of their business hours. It takes a minimum of three weeks to receive a refund as they require forums to be mailed in, which would require an expense on my end. In order to avoid another charge for their subscription I had to cancel their service which conveniently deleted my entire account and now a refund is not an option and I have no way to receiving my funds. Their service tracks the stamps you prints, so a simple credit refund or void is easy but they refuse. I now have to file a dispute with my credit card. As a high-risk pregnant woman, I was trying to use a simple service from my home and this and turned into a nightmare.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Dear*********
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. As verified via email on 11/7/22, we have issued a refund in the amount of $36.95 to your credit card. Your confirmation number is: **************
  
  We sincerely apologize for the experience and appreciate your feedback. All misprint refund requests must be sent to, reviewed, and approved by the USPS before being credited back to your Stamps.com postage balance account. When you purchase postage through our software, the postage is purchased directly from the USPS.
  
  We are not normally able to issue refunds for postage purchases back to your credit/debit card. However, we have made an exception to the USPS Misprint Policy as a one-time exception. To clarify, postage funds are purchased from the USPS, not Stamps.com. Stamps.com is a neutral party in such transactions; we do not capture the funds for postage, and we do not make a margin on postage.
  
  Thank you for your feedback regarding our Misprint Refund Request policy. All misprint refund requests must be sent to, reviewed, and approved by the USPS before being credited back to your Stamps.com postage balance account. When you purchase postage through our software, the postage is purchased directly from the USPS. e/Refunds with Shipping Labels typically take 2-3 weeks to process; Mail-in Refunds are generally processed within 10-12 weeks of receipt of claim.
  
  If a misprint occurs when preparing postage, such as printing on the wrong side of a shipping label, you have the opportunity to immediately reprint select labels at no additional cost and requiring no refund request.
  
  We have step-by-step instructions at the links below:
  
  HOW TO REFUND STAMPS
  
  https://stamps.custhelp.com/app/answers/detail/a_id/4172/
  /how-to-refund-postage
  
  HOW TO REFUND ENVELOPES & SHIPPING LABELS
  
  https://stamps.custhelp.com/app/answers/detail/a_id/4170/
  
  Rest assured that customers do have the ability to reprint a mailpiece right after they print with the Stamps.com program. However, there are situations that would cause the reprint feature not to be available, and we would be happy to provide further information on this issue.
  
  1. If any changes were made in the postage printing tool, this will disable the Reprint feature. For example, if you click out of the screen, close the program, or make a change to the weight, mail class, delivery address, or anything else, the Reprint button becomes disabled, and you will not be able to reprint.
  2. If the mailpiece is not a shipping label with a built-in tracking number; not postage printed directly on First-Class envelopes, flyers, and postcards; or not a NetStamps label.
  
  In cases when the Reprint feature is disabled, we would recommend requesting a postage refund.
  
  Below is an article with more information for you:
  
  https://stamps.custhelp.com/app/answers/detail/a_id/1018/kw/reprint
  
  If we can help further, please let us know.
  Best Regards,
  
  Ray ******
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the refund on my credit card.