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:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stamps.com is a deceitful company. When I signed-up for a promotion for free postage on October 19, 2021. I wasn't aware that I was signing up for a Stamp.com membership service. The publication soliciting the membership were designed to make the customer falsely believe that the United States Postal Service was making the promotion. (The graphics and colors of the publication were nearly identical to the graphics and colors used on United States Postal Service publications.) When I signed-up for the free stamps promotion, I wasn't aware that I was becoming a member for a service with a recurring charge of $17.99/ month. I have not used or benefited from the Stamp.com's services since October 19, 2021. I have been charged $17.99 each month beginning on November 18, 2021. I have unfortunately paid $17.99 from November of 2021 - July, 2022 or for a total of 9-months. Therefore, I have been charged 9-months x $17.99/ month = $161.91 total. I spoke with a Stamps.com representative today. I stated that I have not received any billing statements from Stamps.com. The representative stated that the company sent billing statements. This is not correct as I checked my email inbox and junk inbox today. There were NO statements received. The representative then sent me statements today. I am requesting a refund of the $161.91. I am asking for this refund because the company was intentionally attempting trying to deceive me and the public into thinking that the promotion was one offered by the United States Postal Service. In addition, Stamps.com failed to send out ANY monthly statements. The representative that I spoke with today on July 18, 2022 falsely stated that statements had been sent to my email address. That is not true. The Stamps.com agent today told me my account number is ********

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */ Dear *****, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. Normally, a customer is responsible for all service fees. However, rest assured that we have issued a courtesy refund totaling $161.91 on 7/28/22. We show that your account is closed. Your confirmation number is: *************. We show that a Stamps.com account was fully activated on 10/18/21. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 11/16/21. We show that you cancelled your account on 7/18/22. To create any Stamps.com account, you must complete the multi-step registration process at **************. Stamps.com was the first company to be approved by the U.S. Postal Service to offer a software-only postage service that lets customers buy and print postage online. 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. 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:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A UPS account was created by Stamps.com using my name and my address. I did not create a UPS account nor did I create a Stamps.com account. I received a bill from UPS with shipments made by and charged to this account. I spoke to UPS and they removed this invoice, but indicated the invoices would continue to come unless I cancel the account. UPS would not cancel the account because it was created by Stamps.com. The UPS representative indicated that there were additional bills coming. Stamps.com creating a UPS account in my name using my address is complete fraud. The shipments that were sent weren't even sent from the state I live in.

  Business Response

  Date: 09/06/2022

  Consumer Response /* (-5, 5, 2022/07/21) */ ***Document Attached*** I received the attached invoice from UPS with additional charges made to this fraudulent account opened by stamps.com in my name. Business Response /* (1000, 6, 2022/07/28) */ Dear ***, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We are sorry to hear that you encountered this issue. Reviewing this issue for you, we show that your account is a ShipStation PayPal account. We therefore recommend contacting the PayPal Shipping Support Team at ShipStation. We show that ShipStation, web-based order management and shipping software, is billing and charging you directly, rather than Stamps.com. We would be happy to assist you with obtaining support for your inquiry. For immediate assistance, please visit *************************** to contact a ShipStation representative via chat. Chat support is available Monday through Friday 8 AM - 8 PM Central Time. You can also send requests to ****************************** If we can help further, please let us know. Best Regards, Ray ****** Customer Care Manager Stamps.com Consumer Response /* (3000, 8, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to UPS, this is a stamps.com account that was opened by stamps.com as indicated on the bills. I asked for them to close the account so that no further fraudulent activity could occur. They indicated that only stamps.com could close this account. Business Response /* (4000, 10, 2022/08/17) */ Dear ***, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We'd be happy to help further. Please email us at ********************** so we can help you further and please provide the documentation/communication from UPS that you mention so we can review this further. If we can help further, please let us know. Best Regards, Ray ****** Customer Care Manager Stamps.com

• Initial Complaint

  Date:07/13/2022

  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.

  Dear Sirs/Madam: I had an account with Stamps.com for about 5 years. Due to a typing mistake, there was a major online postage purchase for $2,000.00 dollars. Usually, the purchases are for $20 dollar. The purchase was made on May 27. I became aware of the mistake on May 30, contacted Stamps.com, and told them of the issue. They say the easiest way was to close the account to get a refund within 2 weeks. and to open a new account. I proceeded and follow the instructions of the customer service representative. I contacted Stamps.com after 3 weeks since I have not received the refund, and inquired about it. They say that it takes longer because they needed to make sure that there were no back charges and after the 4th week, the end of the billing cycle I will receive the refund for $1,975 and some cents. I waited until July 05 and the money was not received. I contacted Stamps.com and they say that the refunds are normally processed after 6 weeks and that I should have received the money by July 12. Today is July 13 and I have not received the refund. I contacted their billing department and now they say the money is processed after 30 days of the end of the billing cycle. They just keep changing the rules and keep avoiding giving me my refund. I still have another active account with them to keep doing the shipments of my company. They still refuse to refund the money despite they have my credit card information. This is their Cancellation Policy: ********************************** Please, I would like Stamps.com to be contacted to abide by their terms and conditions and refund the unused money from the postage of the account that was closed. As I said, unfortunately, I still have to use their services I am just requesting a fair refund of my money, Thank you for your time and assistance. ************ DC Health and Baby Products, LLC Lacticups.com email: ******************* Ph:************

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/26) */ Dear *****, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We are sorry that you encountered this issue. We strongly believe in the value of our service and we always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com. We sincerely apologize for the inconvenience. Rest assured that the refund in question was processed on 7/14/22. The details are: Amount: $1,975.21 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. We sincerely apologize for your experience and if we can help further, please let us know. Your confirmation number is: *************. We appreciate your feedback regarding this issue. When you click on "Add Funds" and select the amount that you wish to purchase, we provide a Confirm Transaction screen that states: "Would you like to add $the amount in question to your account balance? Once the amount is added to your account, it cannot be refunded." Once you click "Yes," the amount is added to your postage balance. If we can help further, please let us know. Best Regards, Ray ****** Customer Care Manager Stamps.com

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized stamps.com in late 2021 for a few business shipments. I paid for each individual shipment and I have had a credit on my account to use for future shipments. I realized recently that stamps.com enrolled me in a $17.99 per month plan without notifying me in any way. I received no email or other notification telling me that I have been enrolled in monthly membership plan. I did not choose any sort of membership when I decided to use their service, I linked my credit card to pay per shipment. This is a business account and certain transactions are not brought to my attention until audit around this time of year. If I had received an email, or any type of message, confirming my enrollment in this plan, I could have taken action sooner and avoided this issue. I am requesting a credit of $173.25 based on 9 months of charges that I did not enroll in and did not utilize (as stamps.com customer service admitted to me today via phone).

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */ 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 $152.00 on 7/12/22, as confirmed by the phone representative. We show that your account is closed. Your confirmation number is: *************. We show that a Stamps.com account was fully activated on 10/19/21. We show that a Welcome Email confirming activation had been sent to you on that day. We hear your concerns and we always aim to fully disclose our fees before any account can be created. We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 11/16/21. We show that you first requested cancellation on 7/12/22. 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:07/11/2022

  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 purchased some postage for a one time transaction. The company then deducted a monthly fee of ($19.11) without my consent or knowledge. I just observed this on my credit card statement and I'm not sure of how long this has been occurring. I would like this all of money refunded to my credit card.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/25) */ 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 $100.00 on 7/25/22. We show that your account is closed. Your confirmation number is:**************. We show that a Stamps.com account was fully activated on 7/2/21. We do not charge customers without their consent or knowledge. 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 7/31/21. We show that you cancelled your account on 7/11/22. 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: h********************************************************************************** If we can help further, please let us know. Best Regards, ********** Customer Care Manager Stamps.com Consumer Response /* (2000, 7, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/11/2022

  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.

  Been having software issues for quite sometime with the company. Been trying to reach both there online technical department as well as local reps to find a resolution. After waiting hours on the phone for someone to answer the calls end and say out office is currently closed. Please try again later during normal business hours. If we cant use the software we can process orders.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/25) */ Dear *****, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We apologize for the experience. Because your satisfaction is important to us, we have waived 2 upcoming service fees for you. Your confirmation number is:************** We apologize for the longer than normal hold time. We take the issue you raised very seriously. If you received an out of office message, please let us know at which time you dialed and which support number you used. We'd be happy to investigate further. We show that you spoke with our technicians on 7/11/22, 7/12/22, and on 7/13/22. Please let us know if you require further assistance. If you are experiencing issues with your software, this behavior can be corrected by updating to the most recent version of the software. If you have already done this, you would need to uninstall the version you have and install the most recent Stamps.com version. For further information, please see: https://stamps.custhelp.com/app/answers/detail/a_id/276/kw/uninstall If we can help further, please let us know. Best Regards, ********** Customer Care Manager Stamps.com Consumer Response /* (2000, 7, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/11/2022

  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 purchased postage from stamps.com that was refunded to my account balance. I closed the account thinking that they would automatically send me the refund for the money that was still in the account but they never did. I reached out to them three times and I still got no help even though they claimed to create a "refund request" that was never responded to. There is roughly around $1300 in the account that I want refunded back to me.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/25) */ Dear *****, Thank you for your inquiry. We appreciate and consider your feedback and take our customers' concerns very seriously. We are sorry that you encountered this issue. We strongly believe in the value of our service and we always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com. We sincerely apologize for the inconvenience. Rest assured that the refund in question was processed on 7/7/22. The details are: Amount: $1,387.69 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. We sincerely apologize for your experience and if we can help further, please let us know. Your confirmation number is: *************** If we can help further, please let us know. Best Regards, ********** Customer Care Manager Stamps.com

• Initial Complaint

  Date:07/11/2022

  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.

  Tried to buy stamps, was signed up for autopay without my knowledge or consent.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/25) */ 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 $38.40 on 7/25/22. We show that your account is closed. Your confirmation number is: *************. We show that a Stamps.com account was fully activated on 5/5/22. 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 6/3/22. We do not show any requests to cancel via our support email and phone lines. 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 do not charge customers without their consent. 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: 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**************** 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

• Initial Complaint

  Date:07/10/2022

  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.

  On January 19th, 2020 I purchased postage through Stamps.com with a $5 off coupon. I completely forgot about this service after that transaction, yet I just now noticed 6 months worth of fees on my credit card statement for a subscription I do not remember signing up for. I have since contacted Stamps.com but have been ignored. I have not yet received any response from the company. I have been charged $98.73 for a subscription service I have never used. I also never once received a statement or email regarding this service, and it was very difficult to locate any information about it in my Stamps.com profile and order statements. It took me days to even figure out how to cancel it.

  Business Response

  Date: 08/03/2022

  Consumer Response /* (-5, 5, 2022/07/21) */ Stamps.com recently issued me a partial refund of $54.51. I would like to receive the remaining refund of $44.22 for the total charge of $98.73. Business Response /* (1000, 6, 2022/07/22) */ 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 $54.51 on 7/11/22, as confirmed via email. We have issued an additional refund of $44.22 on 7/22/22. We show that your account is closed. Your confirmation number is: *************. We show that a Stamps.com account was fully activated on 1/18/22. 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 2/16/22. e show that you first cancelled on 7/2/22. 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, 8, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the refund!

• Initial Complaint

  Date:07/08/2022

  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 signed up online for a special offer for a free mail scale and initial postage, I never receive the free scale and I never used or received any postage. Nonetheless, Stamps.com charged my credit card $19.25 on June 23, 2022. I called Stamps.com customer service on 7/6/2022 to resolve the issue. I waited on hold for 70 minutes until my call was answered. I explained the issue to the representative and requested a refund of my $19.25 charge and for a cancellation of the agreement. The representative agreed that I would be refunded in full and my account would be cancelled. Subsequently, I received an email from Stamps.com advising that I would get a $9.63 refund instead of a full refund. This is not satisfactory since I never received the promotional offer of the mail scale and never received anything else (postage). This is a true scam.

  Business Response

  Date: 07/13/2022

  Consumer Response /* (2000, 5, 2022/07/12) */ I would like to withdraw my complaint against Stamps.com of ************************* as they have provided me a full refund of charges.