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:11/02/2022

  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.

  Upon registration with ShipStation (a ********** company) , my business account information was gathered and stored on December 18, 2021 by **********.
  I ONLY used ShipStation 7 times, and in all 7 instances, it was used to purchase/generate USPS (United States Postal Service) "mailing" labels.
  On or about July 27, 2022, someone at Montgomery, Alabama shipped a package via UPS (United Parcel Service) via their "2nd Day Air" service. (NOTE: I neither initiated NOR received this package... and had ABSOLUTELY NO KNOWLEDGE of this action/transaction until the FRAUDULENT invoice was forwarded to me.)
  Following that apparently incomplete UPS shipment, a FRAUDULENT UPS charge was generated, then shortly thereafter a "late charge" was assessed, bringing the FRAUDULENTLY billed UPS charge to $39.64... by the time notices were finally forwarded/delivered to me.
  The UPS bill was mailed to the address which was provided when I registered with ShipStation.
  The UPS bill included ************ printed on the line immediately beneath my business name.
  There was NEVER a legitimate business reason for UPS (United Parcel Service) to be in possession of my complete account credentials, which I determined to be the case during a call to UPS on November 1, 2022.
  The Shipper/Account Number that was shown on the Delivery Service Invoice (associated with my business) was determined to have been CREATED for/by ********** (therefore, UPS wouldn't allow me to cancel/terminate the FRAUDULENT account.)
  ********** FRAUDULENTLY provided my full business/account credentials to UPS, whereas UPS had NO LEGITIMATE business reason to be in possession thereof.
  ********** INITIATED & FACILITATED FRAUD against me and my business.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Dear*****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We show that *****, our Manager of Merchant Support, reached out to you on 11/4/22 concerning this issue. Rest assured that we are moving forward with resolving this UPS invoice issue internally.
  
  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 **********. We sincerely apologize for the inconvenience.
  
  If we can help further, please let us know.
  Best Regards,
  
  Ray*******
  Customer Care Director
  **********
  
  Consumer Response /* (3000, 12, 2022/12/06) */
  *******. reached out to me but has YET TO RESOLVE THE ISSUE AS PROMISED.
  NO REFUND has been received and NO COMMUNICATIONS have been received since November 22nd.
  There has been NO follow through!!!
  
  This is NOT resolved!
  
  
  Business Response /* (4000, 14, 2022/12/08) */
  Dear ****,
  
  Thank you for sharing your concerns. We have checked on this and show check number 4607350 for $54.53 was issued on 11/30/22 and mailed by First Class Mail to the address below.
  
  **** **********************************************
  
  We recommend allowing 3-10 days for delivery.
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (4200, 16, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Response is necessarily in 2 parts:
  1) I do NOT want my address showing up in ANY publicly accessible forum (BBB or otherwise), so my address MUST be stricken from any and all documents that are or would be published for any kind of public access!!!
  (REMOVE MY ADDRESS FROM ALL COMPLAINT THREADS!!!)
  
  2) The check from Stamps.com as indicated, came in an envelope that had NO USPS CANCELLATION or date upon it. They may have cut the check on 11/30 but they certainly were NOT expeditious about actually getting it into the USPS Mail system, as the envelope was not received until 12/12/22. A letter from Southern California regularly/usually takes only 2-3 days to deliver to Portland, OR.
  
  I am underwhelmed with the correlation between their acknowledgement of the fraudulent UPS billing I received, how it is that UPS could actually access my address/billing information since I had NEVER USED UPS TO SHIP ANYTHING, acceptance of responsibility for facilitating that fraud... and the lack of priority in actually getting the issue resolved... with me.
  
  I still don't know if UPS is still issuing FRAUDULENT invoices for parcels that were NEVER SHIPPED/DELIVERED!
  
  The Guilty PARTIES have failed to CONFIRM that my personal information and address has been PURGED from UPS.
  They have also FAILED to explain how UPS had access to my private information... as I had NEVER used UPS services via ShipStation or Stamps.com.
  
  Proof remains for anyone wishing to initiate a CLASS-ACTION.
  
  Stamps.com was far too slow and ineffective in their responses to me... to convince me that they actually took this issue seriously.
  
  THE SOLUTION "PROPOSED" by Stamps.com will NOT BE ACCEPTED until my private information is entirely removed from any and all documents that are in any way accessible to sector of the public.
  I don't even want to be able to see my own address in this thread or anywhere else.
  
  ONLY THEN will I consider whether this issue has been resolved.

• Initial Complaint

  Date:11/02/2022

  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 have been charged for 3 separate charges by stamps.com though I never signed up for a monthly service. I called and was told I had not been charged that it was a bank hold. They never removed the charges and won't respond to my email. I want to be refunded for two charges for 17.99 and one for 6.00. They are very shady and are hard to get in touch with.
  

  Business Response

  Date: 11/28/2022

  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.
  
  We show that you had more than one account with us. Account ********** was created on 8/22/22 and closed on 10/31/22. We show that it was refunded $41.98 on 11/4/22. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a refund to your credit card for $41.98. Your confirmation number is: **************
  
  We show that Account ********** was created on 10/17/22 and closed on 10/25/22. We do not show that this account received service fee charges.
  
  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 8/22/22. 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 9/20/22. We show that you first contacted us on 10/24/22.
  We show that our email and phone agents communicated with you on this issue on 10/24/22, 10/25/22, 11/2/22, and 11/5/22.
  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. 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:
  
  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:10/29/2022

  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.

  This company started charging me making hot fees without warning me for one time postage purchase. They did not make it clear there would be extra payments and made it very difficult to cancel. They refuse to refund me my money even though I never used the service agains after the first time. I want my money back. They did nothing for me and charged me monthly for the sole reason of stealing my money.
  

  Business Response

  Date: 11/07/2022

  Consumer Response /* (2000, 6, 2022/11/02) */
  They have contacted me and are giving me a full refund. Case resolved

• Initial Complaint

  Date:10/27/2022

  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 never used********** for any service and even didn't know that I have a account with this company until last week. I noticed that Stamps.com has been charged me from Jan.2021 and it has been 22 months!
  I called them one week ago and the customer lady told me that they can refund me a partial amount: $35.98(confirmation# ************ and $150(confirmation**************), but I'm still not received any money from them even one week passed.
  And also I'd like to know if it's legal in united states, I saw many people complaining about stamps.com with same issue as me,********** knows people never use their service and keep charging people without any reminder and statement until people noticed by themselves.
  
  Now I'm requesting********** to refund all the amount they have charged me for the full amount $395.78 to me(closed account********).
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/09) */
  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 $357.98. This includes a refund of 209.80 on 10/4/22, 150.00 on 10/27/22 and 35.98 on 10/18/22. 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 12/01/20. 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 12/30/20. We show your account was closed on 10/18/22.
  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 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.
  
  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 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 Manager
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/11/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They proceed full refund as the solution.

• Initial Complaint

  Date:10/26/2022

  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 started a free trial with Stamps.com a year ago. I canceled my account within the four-week trial period but still continued to be charged every month since. I have an email with a record of the cancellation. I was never sent any billing information showing that I was being charged still but my bank records show that each month roughly $20 is taken out. When I contacted customer support, they refused to help me, stating that it is my issue that I did not check each month. They were extremely unprofessional and disgustingly rude on the phone this morning as I tried to talk to them about refunding the charges. They claimed they had no memory of speaking with me before and that I was lying. It was humiliating to be spoken to that way when I was just trying to understand why they were still charging me every month. I have been charged a total of $235 over the course of the last year without being billed at all AND after canceling my account already.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously.
  Please rest assured that we will be reviewing the interaction in question. We have passed your comments along to the appropriate team and we will address the matter accordingly.
  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 experience.
  Normally, a customer is responsible for all service fees. However, rest assured that we have issued a courtesy refund totaling $161.91 on 11/4/22. We show that your account is closed.
  We show that a Stamps.com account was fully activated on 1/16/22. 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 2/14/22. We show your account was closed on 10/18/22.
  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 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.
  
  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 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 Manager
  Stamps.com

• Initial Complaint

  Date:10/26/2022

  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.

  Like all these other complaints, I have been getting charged a monthly fee $17, for something I never purchased. I expect a refund. I purchased a one-time stamp, but NEVER signed up for an ongoing charge. This is obviously a pattern and needs to be shut down.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/04) */
  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 $250.00 on 11/4/22. We show that your account is closed.
  We show that a Stamps.com account was fully activated on 8/7/19. 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 9/5/19. We show your account was closed on 10/5/22.
  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 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.
  
  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 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (3000, 7, 2022/11/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I hardly count refunding half my over charged amount as being a "courtesy."
  
  Hiding a monthly service in fine print is at best misleading and at worst fraud. When one signs up for Amazon prime or Netflix, it is abundantly clear that you are purchasing a recurring monthly subscription. It is far from abundantly clear in stamps.com sign ups.
  
  Stamps.com should make a hard stop that makes the user acknowledge that they are being charged a monthly service fee. Only then, will I consider this problem solved.
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  Dear *******,
  Thank you for sharing your concerns. Please be aware that we do escalate feedback such as yours to our marketing and executive teams. It's important that relevant parties are aware of the various perspectives that exist in our current and former customer base. We apologize for any misunderstanding on the monthly service fee, which is fully disclosed on our website. We sincerely believe in the value of our product and 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.
  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. We believe in full disclosure, which is why we provide our terms ( http://www.stamps.com/conditions ) on a single webpage during the registration process.
  
  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. If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:10/26/2022

  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.

  Hi, we need your help. Stamps.com has given us a run around since 8/3/2022 of not refund us the balance of $360.44. We followed up with their customer service and they said they refund to our credit card company few weeks ago but our credit card company refused the refund. I called my credit card company just now and they said they have never received any refund from stamps.com and credit card company will never refuse any refund.
  
  We just want our refund of $360.44 of those money we have not used refund back to our credit card. Stamps.com charged on 6/1/2022 according to our Chase credit card company. We close the account in August and there are still $360.44 left in the account. We have been trying to get stamps.com to refund the money since 8/2022. It is almost Nov. 2022.
  
  Pls ask Stamps.com to just refund us so we can close this account for good. Thank you so much for your help.
  
  *******
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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. Rest assured that your account is closed and that a refund, representing your remaining postage balance, was issued on 11/7/22 as a credit card refund. Please allow 3-5 business days for this credit to be applied to your account. The refund details are:
  Amount: $360.44
  Please allow 3-5 business days for this credit to be applied to your account. We apologize for your experience and appreciate your feedback regarding the refund process. Rest assured that we have escalated your feedback, and that we will review the interactions, and appreciate you sharing your concerns about this.
  If we can help further, please let us know.
  Best Regards,
  **********
  Customer Care Director
  Stamps.com
  
  Consumer Response /* (2000, 11, 2022/12/14) */
  Stamps.com did finally paid.

• Initial Complaint

  Date:10/25/2022

  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 paid $167 for a shipping label and the package was lost and ups said i have to reach out to stamps.com to get a refund and i havent heard back from them. The tracking number is ******************
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Dear ********
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously.
  
  We show that steps regarding this issue were provided on 10/19/22 via email by our team. We also show that steps were provided over the phone on 10/11/22.
  
  We have resent the email below.
  
  We know how upsetting it is when packages may get lost during transit. We are very sorry you encountered this issue.
  
  We show the label was printed from ShipStation's platform. Please use the link below to submit the UPS claim:
  
  ***********************************************************************************************************
  If we can help further, please let us know.
  Best Regards,
  
  Ray ******
  Customer Care Director
  Stamps.com

• Initial Complaint

  Date:10/24/2022

  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 have been charged by Stamps.com for 16 months and was not aware I was on a subscription plan. I had received blank stamps and a $5 credit through mail and decided to redeem it. I was not aware that by doing so, I would be on a subscription-based plan. Looking back at my emails now, I do see a Welcome to Stamps.com email; identical to those, one would receive when creating an account anywhere else. When I scroll to the bottom of the email in fine print (information that is not included in the main body of a document but placed in footnotes or a supplemental document) it claims it is signing you up for a subscription. THIS IS CLEARLY A SCAM hidden and made to be unsuspecting. I only used stamps.com to redeem the $5 credit/blank stamps on 3/18/21. I have attempted to log in to stamps.com to cancel my account but am unsuccessful at retrieving the account. They have charged me beginning in April 20, 2021 to July 2022. I was made aware of this when I reviewed my statements for an audit and received an email from Stamps.com on August 2022 about a problem with my service payment. Stamps.com did not send me a monthly email that they were billing my account for a monthly subscription service, ONLY when the payment did not go through. They should be required to make it more clear during an account sign-up, and notify that you are being billed each time, with an email. I REQUIRE A FULL REFUND OF THE SUBSCRIPTION CHARGES TO DATE consisting of $18.80 /month. I WILL PURSUE FURTHER ACTION if this is not immediately addressed.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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 your outstanding balance. We show that your account is closed. We do not show a prior account cancellation request for Account *******. Your confirmation number is: **************
  
  We show that a Stamps.com account was fully activated and established on 3/18/2021. 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 4/16/21.
  Our records also show that you have ShipStation Accounts tied to Stamps.com Accounts:
  *********************************
  
  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 ***************
  
  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. 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 *************** 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 Director
  Stamps.com

• Initial Complaint

  Date:10/24/2022

  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 was researching shipping options and decided to give stamps.com a try. I was not impressed with the service and never utilized the site or any of its features. 18 months later I notice a recurring charge of $17.99/ month. This has gone on 4/2021-10/2022. I have received no monthly email acting as a receipt or attempt to inform me of my subscription.
  This recurring charge was never made clear to me and instead buried in the fine print and never again brought to my attention. Had I not been combing through my account history for unrelated reasons I would still be unaware of the recurring charges.
  This is simply unacceptable, and if I am not issued a full refund of $341.81(19 months-$17.99) plus any cancelation fees/ charges for the current month I will pursue legal actions.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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 $100.00 to your credit card on 11/2/22. 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 3/23/20. 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 4/21/20. We show that you cancelled your account on 10/24/22.
  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. 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:
  
  http://www.stamps.com/postage-online/faqs/
  
  https://www.stamps.com/postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  **********
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (3000, 7, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I requested a full refund of $341.81, and anything less will be unacceptable.
  I have looked back through countless complaints and see this is a strategy you frequently attempt. Make a small refund and hope the customer goes away. However, I also see countless examples of Stamps making full refunds which indicates you know exactly what the business is up to with the misleading tactics.
  So I repeat, anything less than the full refund I requested in my original complaint will not be accepted. If this doesn't happen I will take legal action.
  
  
  Business Response /* (4000, 9, 2022/11/15) */
  Dear ****,
  Thank you for sharing your feedback and perspective. We do consider the fees charged to be valid and appropriate. However, we have issued an additional courtesy credit of $457.69. 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. Your satisfaction is important to us and we always want to do what we can to ensure our customers have a positive experience when working with Stamps.com. We hear your concerns and please be aware that we do escalate feedback such as yours to our marketing and executive teams. It's important that relevant parties are aware of the various perspectives that exist in our current and former customer base.
  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. We believe in full disclosure, which is why we provide our terms ( http://www.stamps.com/conditions ) on a single webpage during the registration process.
  
  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.
  If we can help further, please let us know.
  Best Regards,
  
  **********
  Customer Care Director
  Stamps.com
  
  
  Consumer Response /* (2000, 11, 2022/11/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I find Stamps actions inexcusable, however I do appreciate their reimbursement.