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:08/25/2022

  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 just realized that stamps.com has been charging my credit card for 17.99. I don't recall ever authorizing this transaction. I bought postage once or twice, but nothing since.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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 fees. We show that your account is closed. Your confirmation number is: 2************.
  We show that a Stamps.com account was fully activated and established on 4/10/20. 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 5/9/20. We show that you cancelled on 8/24/22.
  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

• Initial Complaint

  Date:08/23/2022

  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 created an account with stamps.com merely because they sent me some sample blank stamps to try with a message that I would like the result. I was unable to get them to work on my printer so I left things like that. I then seen a charge for $17.99 on my credit card to my surprise. I called only to find out that there is a monthly fee to carry the account. Upon finding out I asked to have the account closed immediately. The response was that they were able to close the account and they will do whatever they can to avoid future charges. I now see that many other customers ran into the same issue as myself. I am attaching an email that if you read the fine print at the bottom it states that I will be charged. I cannot argue with that. My complaint is that it was not made clear and quite honestly I didn't think there was a service here to even get me looking for a charge. I thought it was just an alternate way to pay for postage. Looks like a lot of people feel the same.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/09/06) */
  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 $22.79. We show that your account is closed. Your confirmation number is: *************.
  We show that a ********** account was fully activated and established on 7/15/22. 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 8/13/22. We show that you first contacted us to cancel on 8/23/22.
  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:
  
  *************************
  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 Manager
  **********
  
  
  Consumer Response /* (2000, 7, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I found the response from Stamps to be suitable. Thanks.

• Initial Complaint

  Date:08/22/2022

  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.

  Apparently since June 2020 I have received a charge from*********** for $19.25 until August 2022. This is a total of $519.75. I have not used*********** during this period nor would I have signed up for Pro Business Plan for*********** (I am a stay at home mom and have no reason for this). I have only 1 email from them in past two years and it appears there was a 4 week free trial email, afterwhich, they started charging me. Its embarassing I have not seen it until now but I am appalled this could've happened and it clearly was a scam somehow. When I just looked into the account per the email from June 2020, there is no history of using this service, again, I would never have a need for it...I imagine it was some fishing scam or something where it was not clear or an opt out thing or some fraudulent thing.
  
  I want my $519.75 back. My info on my account is associated with the email address ************************* and the credit card associated with this ends in*****. (I have changed my credit card bc of repeat charges from*********** and one other vendor).
  
  I only am able to pull up the records for the past 12 months activity from my bank from credit card vendor and I've attached that.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/02) */
  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 courtesy refund totaling $250.00. We show that your account is closed. Your confirmation number is:***************
  We show that a Stamps.com account was fully activated and established on 6/29/20. 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 7/27/20. We show that you first contacted us to close your account on 8/22/22.
  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:08/19/2022

  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 opened an account, **********, with Stamps.com in March to mail a package. I was unaware that they would change my credit card a monthly fee for simply having an account. I was unaware that the account was based on a 4 week trial and after that, $17.99 plus taxes would be charged to the credit card on file. They do not make it clear you are signing up for a monthly subscription!! I was charged in April - August before I saw the charges. I have emailed stamps to try to resolve this matter and get a refund for these charges. Stamps has not returned any correspondence. I would like to be refunded for these underhanded subscription charges!!!
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/09/02) */
  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 courtesy refund totaling $50.76 on 8/25/22, as confirmed via email. Rest assured we have issued an additional refund of $50.76 on 9/2/22. We show that your account is closed. Your confirmation number is*****************
  We show that a Stamps.com account was fully activated and established on 3/13/22. 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 4/11/22. We show that you first emailed us on 8/16/22. We show that our email representative responded to your query on 8/16/22.
  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,
  
  Ray ******
  Customer Care Manager
  Stamps.com
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A full refund was given.

• Initial Complaint

  Date:08/19/2022

  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 signed up for an account with ********** months ago and never used the account. I had no reason to believe - and the website never indicated- that there was a membership fee. I would never pay to be a member of a service that I use once every 4 months. I thought it was just an easier way to purchase stamps.
  
  There was no indication that there would be a monthly charge. I never got an email confirming any membership agreement. They have charged me $19.99 every month from about April through July with no benefit to me. Even when I cancelled, they billed me backward according to their email.
  The bottom line is that I was not aware of any membership fee, even when I closed the account. I decided to not use the account and close it. However, even after closing the account, I was shredding my credit card bill and noticed they STILL charged me a "final membership fee" after i closed the account.
  
  All I want is all of my money returned as they can see I didn't purchase one item. What really upsets me is that when I cancelled, there was still no mention that I would be getting a final bill which seems like a way to get one more payment out of me.
  
  The practices of ********** seems deceptive to consumers. I want the membership fees they charged me without my knowledge returned to me and then I can move on.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/02) */
  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 courtesy refund totaling $100.57. We show that your account is closed. Your confirmation number is: *************.
  We show that a ********** account was fully activated and established on 2/13/22. 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 3/14/22. We show that you cancelled on 7/18/22.
  We charged a prorated final fee of $2.62 for the cycle of July 14, 2022 to July 18, 2022. As stated in our Terms, ********** always bills in arrears at the end of each cycle, rather than in advance. We do not bill at the beginning of the cycle.
  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 ***************
  
  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 ********** 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 *************** 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 ********** home page. We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using **********:
  
  http://***************postage-online/faqs/
  
  https://***************postage-online/
  
  If we can help further, please let us know.
  
  Best Regards,
  
  Ray*******
  Customer Care Manager
  **********

• Initial Complaint

  Date:08/18/2022

  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 stamps . Com one time to print a shipping label 4 months ago. Then today I see a charge for 19.43. After investigation they charged me the v previous 3 months as well, the same amount. So 4 charges of 19.43. They did not clearly notify me I would be automatically charged and they said nothing when the charged kept reoccurring. This is sleezy and with the intent to deceit. I would like all of my money back totaling $77.72
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Rest assured we have closed your account. Normally, a customer is responsible for all service fees. However, rest assured we have issued a courtesy refund of $77.72 on 8/31/22. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 4/18/22. 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 5/16/22. We show that you cancelled on 8/18/22.
  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 /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you, great customer care

• Initial Complaint

  Date:08/17/2022

  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 in contact with UPS, Stamps.com and Shipstation regarding a fraudulent account that has been set up in my name. I cannot find the account or access and none of the above companies are taking responsibility to help get the account shut down. The latest bill with information is attached. I am filing a complaint with all three companies today in hope that one will take the necessary steps to close the account. I am beyond fed up. The amount of hours I have spent trying to resolve this is ridiculous and all the companies are sending me in circles with each other. Original BBB claim # filed with UPS is
  Case # C-**********.
  
  I would greatly appreciate an end to this.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Dear *******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We apologize for the frustration. Unfortunately, upon review of this account we show that it is a ShipStation PayPal ShipCenter account. The account cannot be closed by Stamps.com. We apologize for the inconvenience.
  In regard to this matter, we recommend contacting the PayPal Shipping Support team at ShipStation:
  [email protected]
  You may access chat via the Help Center (help.paypal.shipstation.com) or shipping center (PayPal.shipstation.com).
  If we can help further, please let us know.
  Best Regards,
  
  **********
  Customer Care Manager
  Stamps.com

• Initial Complaint

  Date:08/17/2022

  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.

  It looks like I have a similar complaint to many, many other customers. I signed up for a "4-week trial period" during the quarantine. I did not know that I was signing up for a $19.29/month subscription. I never used the service and, in fact, never even had login credentials. After the initial welcome email, I never received any communication or billing notices, email or otherwise, from stamps.com. I feel like this whole business model is very disingenuous. I did speak with a concerned and helpful customer service rep on the phone, but she said she was only able to get $107 refunded, when I was hoping to get all $462 refunded. Considering that I never used the service, logged in, or knew I was a "subscriber," and considering the lack of communication on the part of stamps.com, and considering the pandemic--I don't think it's too much to ask.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Rest assured we have closed your account. Normally, a customer is responsible for all service fees. However, rest assured we have issued a courtesy refund of $107.94 on 8/17/22 to your account. We have issued an additional refund of $100.00 on 8/31/22. Your confirmation number is: *************.
  We show that a Stamps.com account was fully activated and established on 6/27/20. 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 7/25/20. We show that you cancelled on 8/17/22.
  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 /* (2000, 11, 2022/09/30) */
  Thank you for the response. I appreciate the business's action, and I accept partial responsibility. Basically, they met me halfway and I do not wish to pursue this any further.
  
  That said, I am not the only customer who thinks that they could be more transparent in their business practices. ONE email only to new customers? No monthly follow-up emails, considering that it's a monthly subscription service? This is very unusual.
  
  On top of that, the pandemic shutdown caused a lot of confusion for most people, and I feel like Stamps.com took advantage of that. Their response included:
  
  "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."
  
  If they really believe in full disclosure they would communicate with their customers more than once.
  
  Unfortunately for me, I did not catch it earlier on my credit card statements, again, because of the confusion of the pandemic and because my husband and I both thought the other was making a purchase.
  
  I will not be using Stamps.com at any point in the future, and I will be sure to warn as many people as possible about their questionable business model.

• Initial Complaint

  Date:08/16/2022

  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.

  Months ago I went to*********** to check for stamps.
  I found that they were too expensive for me and just backed out.
  I never ordered them. Please stop contacting me, this is very upsetting to me.
  
  Thank You,*************
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Rest assured we have closed your account. Normally, a customer is responsible for all service fees. However, rest assured that we have zeroed out the outstanding balance on the account. Your confirmation number is: **************
  We show that a Stamps.com account was fully activated and established on 8/14/20. 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 9/12/20. We apologize for any misunderstanding. We show that our e-mail representative offered you the option to close via e-mail on 3/17/22 and on 4/16/22. 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.
  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:08/16/2022

  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 created a ********** account in May and used it exactly one time to order stamps to print at home. I did this on my phone, where I did not see any information about a recurring charge. Since May, I have been charged $17.99/ month for a service I have not been using. For what? The ability to purchase stamps for the same price I can get them at post office? This is a scam through and through. I only noticed it when I checked my credit card bill. I have closed the account but I need the full $53.97 refunded. Shame on this company. My customer ID is *********** Clearly many other people have fallen for this same scam. You don't receive any follow up emails about being charged, and even in the "welcome" email they don't say anything about a recurring $17.99 charge.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  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 $17.99 on 8/16/22. We have issued an additional refund of $35.98 on 8/24/22. We show that your account is closed. Your confirmation number is:***************
  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. Our relationship with the USPS(r) allows us to bring you online postage discounts that aren't available at the Post Office. With **********, you can rest assured that you will be getting the lowest price on your USPS mailing and shipping.
  We show that a ********** account was fully activated and established on 5/1/22. 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 5/30/22.
  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:
  
  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 Manager
  **********