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:02/07/2023

  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 requested a package to be consolidated and shipped on December 15, 2022. When I logged into my account it says "shipped" but there is no tracking information or a shipping charge. I emailed my local ipostal account manager with no response. I escalated it to ipostal corporate who said they would follow up. I've emailed multiple times and everytime the corporate office says they can't get a response from the ************ office. No one is able to tell me where my package is, what the tracking number is, etc. I have a feeling it's still at the office in ************ and was never shipped, but no one will confirm. I'd like ipostal to find the package and send it to my address as this is the service that I pay for.

  Business Response

  Date: 02/14/2023

  Thanks for writing in to us, and for your patience as we investigated the situation. We are sorry for the inconvenience of the item not being shipped out in a timely manner. One of our representatives from our Store Support team reached out to your mail center to have this resolved. They have informed us that the item has indeed been shipped as of yesterday free of charge. We have extended your service by 3 months as a courtesy to you due to the mishap with the shipping. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:01/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for ipostal1 and got this address with staples ************************************************************ this is 2nd time i received package and been delivered to another location. i spoke to manager at staples where my package suppose to arrive and they said this happens all the time. the manager informed the packages always gets dropped off at "***********************************" with similar address number but different road name "**** **************************************************". since this my 2nd problem. I need 1postal to change my address to another location preferred "**** ***************************************************" which shows an available location with ipostal1.

  Business Response

  Date: 01/31/2023

  Thanks for writing in to us. Our team has contacted you. Per your request, the transfer to your preferred location has been initiated. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ** ******
  
  
  Thank you for resolving this fast. 
   
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience of these folks is they are just flat out dishonest. My card expired on this account while I was moving my company and arranging new banking accounts. I viewed this account in mid December and the mailbox was empty. The unpaid balance was for Oct-Dec, 3 months, $29.97. The payment occurs on the 7th of each month. Right, okay, I need to fix that as soon as possible. On January 5th I logged in and noticed I was being charged for "storage" of a piece of mail for which they had disabled the ability to delete. So, I called (chat). The CS agent first said she would remove it , then said she wouldn't until I paid my balance. Problem is, I knew this piece of mail had not been in my box long enough to incur the fee and that the mail itself was not mine - it was addressed to someone else. Now, I am getting the picture and have become very concerned about who I have been dealing with. I called back and this new CS was able to immediately remove the mail in question. But she also closed the account and immediately disappeared disconnecting the chat. Apparently, when they close your account you can't even get a balance on the account. I called back with the goal of resolving this ( I didn't know if the account still had a balance or how I would pay it since I was completely locked out at closure and the CS agent didn't say a thing about it). This new CS said I can't see it either unless you reopen it, which she did, (incurring a new fee) which she said she would reverse and then I could close it again. But then she tried to pretend this was the normal occasion of the monthly billing - it just occurred one day early because the billing date (the 7th was a Saturday). "Oh, do you mean tomorrow, Friday, the 6th? I asked. Now, the unpaid balance is $39.96 and she says she "doesn't have access or the ability" to remove the new fee. This account is closed. How is it in any way legitimate to charge a fee 2 days early for a month in which the account was closed before it even began? Now, we have a whole new issue to resolve before I can resolve the account. Dealing with these people was an absolute eyeopener as to how they are doing business. My observation is that the "voice" they are using on digital media is not at all how they are actually conducting business - it's completely contrived. It appears across platforms their strategy is to simply manage their social media image in a way that is a complete pretense to their actual business practices. I am flabbergasted by the way these people spoke to me and treated this matter, and based on the similarities in the phrases used by at least 5 CS agents, I feel certain they are trained to be evasive and in truth, blatantly dishonest. In the end, after spending hours trying to weed through the absurdity, I simply had to just insist on waiting on the line until a supervisor "was able" to help me. "Okay, no problem, I will wait right here," I said. Though she did actually arrive on the line and did apologize for the agents' behavior, the issue remains unresolved. She stated as long as the account is closed the balance doesn't have to be paid. Huh? No sorry, that's not how I do business. I want to pay the unpaid CORRECT balance of $29.97 (which does not include the fee incurred when the CS agent reopened the account) and I want a RECEIPT that reflects a zero balance on my account. Seriously, how simple this should have been.

  Business Response

  Date: 01/09/2023

  Thank you for writing in to us. We apologize for any frustration and inconvenience you experienced. The incorrect piece of mail has been removed and the storage fee has been refunded to you. Since your account has been closed, we do not require you to submit the outstanding balance. We understand your concern about the balance, and appreciate your wanting to pay the owed amount of $29.97. The same supervisor that you spoke with in your final conversation will reach out to you tomorrow 1/10/23. She will arrange a day and time, at your convenience, to reopen the account so that you can pay the $29.97 balance and she will immediately close the account following this event.
  We want you to know that we are taking the issue with the representatives you spoke with, very seriously. This situation has been brought to the attention of our executive team and has been addressed internally. We trust that the steps we are taking will settle this complaint.

• Initial Complaint

  Date:12/21/2022

  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 am an iPostal customer and paid a lot of money to have my mail scanned by them. There was a feature in their application where you could view previous scans, so I did not download copies of the scans. Without warning, they removed the feature in the application and are now refusing to give me access to the scans I previously paid for.I can understand them not wanting to host previous scans and would have gladly downloaded copies before they removed the feature, but they did so without warning. I contacted support and they said they'd see if they could get me a zip file, but then on Dec 12 ******* replied via email that they are "unobtainable for the customer's use" and I should just start "downloading or printing any important files prior to discarding them".As a resolution, I would just like a one-time copy of my scans that were there prior to them removing them from the site.

  Business Response

  Date: 12/21/2022

  Thanks for writing in to us. Our **************** has contacted you. Unfortunately, we are unable to obtain the copies of your scans as the items were requested to be discarded/shredded. Once you try and submit a discard request for an item that has a scan attached to it, there is a popup that notifies you that the scan is no longer available. Prior to the customer dashboard update, you were able to see past scans in your mail history. We apologize for any inconvenience this has caused you. We have extended your account by 2 months.

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Companies need to retain customer data. I understand that going forward I won't be able to access scans after the mail items are removed, but since the scans were available before I would expect that they are still there or that backups exist. I don't understand why no warning was given to customers prior to removing this functionality, which would have given me an opportunity to retrieve my data before it was deleted. I would like the data retrieved from your system backups. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 12/23/2022

  Unfortunately, we do not have a retrieval system for scans that have been deleted. As previously mentioned, there is a pop up informing you that once the items are deleted from your account, the files are removed from the system. The pop up is there to ensure that you'd like to proceed with this step. Again, we apologize for the inconvenience and as a courtesy, we have already extended your subscription by 2 months. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:12/21/2022

  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.

  Please see email as follows, that was sent to virtual mailbox service provider iPostal1. To date we have paid them about $100 for services. The mailbox services started in September 2022 to current date. Good morning,There are very serious problems with our account and we want to discuss by phone rather than email. We called iPostal1 and left a message on 12/19/22 and have not yet received a call back. I am also filing a complaint with BBB.On or about 12/3/22, something happened in your system that caused orders to be sent to Staples to DISCARD ALL OF OUR MAIL. This was done without our request or authorization. I suspect this was due to an iPostal1 system generated job, run when you changed your Digital Mailbox web format, but it also could have been employee error.WE CAN NO LONGER VIEW THE ***** that we requested and paid for from 10/3/22 through end of November/early December.Among the items discarded was a check from PA National for approximately $700, PA National homeowners and auto insurance policy documents, and mortgage satisfaction documents from ************** and Trust.We were charged storage fees for some of the items that were discarded.Staples would not scan the mortgage documents from ************** so we never got a chance to see them We have not received notice of any new mail since 12/7 All of this mishandling of our mail has left me very distraught and untrusting of your service. We want full restoration of all scans that we requested and paid for We want all monies paid to you from August 1, 2022 through December 31,2022 refunded to us We want one year of virtual mailbox services, including scan/shred bundles and storage at no charge for the period 1/1/2023 through 12/31/2023 We feel this is fair compensation for the inconveniences we have suffered to restore all lost mail transactions.Please call us ASAP to discuss at ************ or ************. We need resolution immediately,

  Business Response

  Date: 12/23/2022

  Thank you for writing in to us. Our **************** team did attempt to call you using the phone numbers provided.
  
  Please note, the stores nor our system have the ability to request discards for items through your account. After reviewing your iPostal1 account, we do see that there were several requests submitted to discard your mail items that were submitted on 12/03 between 7:48AM and 7:50AM. Your mail center is closed at the time the tasks were requested. Once the items are requested to be discarded after they are scanned, there is a pop up advising to download the items as they will no longer be available once the task is completed.
  
  Unfortunately, we are unable to provide you with a full year of service nor free services. Your account has been extended by 3 months as a courtesy and you are now paid through 03/29/22. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We acknowledge requesting some discards on 12/3. 

  However somewhere ON OR ABOUT THAT SAME TIME, all of the mail from 10/3/22 through early December, which we previously requested to be scanned and returned to mailbox was discarded. We did not request any discards of these pieces and require iPostal1 to provide proof of our discard request(s) for all of those pieces.
  
  We cannot provide specific item numbers for the discarded items because ON OR ABOUT THE SAME TIME ALL OF THE ***** COMPLETED FROM 10/3/2022 TO EARLY DECEMBER HAVE DISAPPEARED FROM OUR VIRTUAL MAILBOX.
  
  No where in the iPostal1 agreement does it state that scans would be deleted from our inbox. WE WANT ALL OF OUR ***** SINCE SEPTEMBER 1 2022 RESTORED TO OUR INBOX.
  
  We have been charged storage for several pieces of mail that were discarded. 
  WE WANT THOSE CHARGES REFUNDED unless iPostal1 can prove that we requested those items be discarded. 
  
  WE WANT ALL FEES CHARGED SINCE AUGUST 2022 THROUGH 12/31/22 CREDITED BACK TO US TO COMPENSATE FOR DAMAGES. WE HAVE HAD TO CONTACT ALL ENTITIES THAT SEND THE MAIL WHICH WAS DISCARDED, TO PROVIDE DUPLICATE CARDS, DOCUMENTS AND CHECKS.
  
  UNTIL ALL ***** ARE RESTORED TO OUR VIRTUAL MAILBOX, AND PROOF IS PROVIDED THAT WE REQUESTED DISCARDS OF THE MAIL IN OUR BOX SINCE 10/3/22, WE CONSIDER THIS COMPLAINT UNRESOLVED. 
  
  THEIR RESPONSE IS UNACCEPTABLE AND WE WANT THIS ESCALATED TO A HIGHER LEVEL WITHIN iPostal1.
  
  Thank you,

  ******* and *********************
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 12/29/2022

  We have provided proof, per your request, regarding the varieties of discards requested. Regarding your request for iPostal1 to restore your scanned mail items - unfortunately, we are unable to execute this. Our system does not support retrieval of any scanned content that has been deleted from the system by the customer. As you may recall, when a scanned mail item is requested to be discarded, you are provided with a notification that prompts you to download or forward the scanned content as the scanned images will be discarded. We provided you with a screenshot of the notification that you see each time for this type of request. As previously stated, we did provide you with a subscription credit as a courtesy - this makes your account current with no subscription due until 3/29/2023.  We are unable to provide any further credit or refunds but would be more than happy to assist with any questions you have or potentially set aside some time for a mini training session on using your digital mailbox properly, based on your business needs. You have been corresponding with the manager of the department. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This business fails to address the 2 core issues of our complaint:
  
  1. The mail that we ordered to be scanned and returned to our physical mailbox ( we provided them with item #'s to review and identify those specific pieces since we cannot, due to our scans also having disappeared) for the period 10/3/2022 through 12/3/2022, was discarded by Staples. They cannot provide proof that we ordered the discards for these items and that is because we DID NOT order them. They charged storage fees for items that were discarded by Staples without our orders. 
  
  2. They cannot explain why the mail that was scanned  to our virtual inbox for the period 10/3/22 through 12/3/22 has disappeared from our virtual inbox. They have not addressed this problem and refuse to be accountable for the problem.  It is not stated anywhere in the Agreement that there is an expiration date to view scanned mail in our virtual inbox.  Further, they claim they cannot restore our scans. We are shocked that they do not have a cloud or server based backup system to restore this lost data.
  
  
  Their failure to take responsibility for their error, whether it was system upgrade on or about 12/3/22, human error on the part of iPostal1 or Staples staff is appalling. 
  They are throwing the wrong answers to the root problems and demonstrates a lack of real concern about the destruction of our mail and data. This is cause for great concern and will be reported to the ****.

  
  We are still asking for damages in the form of credit for all costs incurred in 2022 and free services for 2023. We do not feel this is unreasonable for the inconveniences to us as we have to re-create all of the missing documents that were discarded in error.

  ******* and *********************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am registering a complaint against ipostal1.Among other things, ipostal1 offers a Private Mailbox (***) service in many cities in *****************.On 5 December 2022, applied for a PMB with ipostal1. Along with **** form ****, I was asked to present two forms of identification. I took those two forms of identification with the completed **** **** to my local ***** ********** to notarize, presented all three forms, confirmed by the notary. I signed the document and the notary also signed according to standard procedures. I then scanned the three documents and emailed them to ipostal1 that day.On 16 December 2022, I received an email from ******* of the support team. I was told the documents were altered and could not be accepted. I told her they were exact copies of the originals. She told me that was not the case.******* called me a liar. ******* and the support group had every opportunity to contact me about the documents to clear up any misunderstanding rather than tell me I cannot ever open an account with this organization. ******* told me someone ********* the decision to ban with no recourse and had no idea why the decision was made. I gave her every opportunity to resolve the issue.******* CEO *********************** can respond and explain why I was called a liar..****************** can also explain why his company does not refund the initial payment of $9.99. Perhaps he can also add a competent person into that group.

  Business Response

  Date: 12/23/2022

  Thank you for writing in to us. Because we are in the business of handling mail which is federally protected, Staples and iPostal1 devote a team specific to reviewing the documents provided to ensure that all parties involved are protected. Upon review of your documents, the Staples Forms Support team deemed your files as not verifiable. 
  
  Due to your request for a phone call, ******* did follow up that day. She explained our reasoning for closing your account over the phone. After that you were very defensive and the call had to be terminated due to your vulgarity.
  
  The reasoning that the account was not refunded was due to section 20 of our Terms of Service (available on our website and also below).
  Terms of service 
  20. Fraud. YOU agree not to use the Services for any illegal purpose and to fully comply with U.S. federal and applicable state laws and regulations, including but not limited to **** regulations, in YOUR use of the Services. If WE, in our sole discretion, suspect that YOUR contact information is fraudulent or that YOU are attempting to use the Services for any unlawful, fraudulent or illegal activities, WE may inspect YOUR mail and WE may immediately suspend YOUR account and/or terminate this Agreement and Services without refund. WE may also turn over all information concerning YOU to the **** Office of the ****** Inspector, the **** ************** of ************** the applicable State Attorney General or Embassy with jurisdiction or other national, federal, state or local law enforcement authorities. YOU agree to indemnify ** and hold US harmless from any and all liability, claims, damages, losses or cause of action arising from such inspection of YOUR mail or from the release of information regarding YOU or YOUR use of the Services to such authorities, or otherwise as required by law.
  
  We do apologize for any inconvenience and wish you luck with finding a service that will meet your needs.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $95 plus $25.00 minimum balance for a postal account. They set up two boxes **** and ****. I contacted they supposed to close one. I never changed my address to them. They have at least $85.00 taken out by PayPal. I chatted, emailed, and called them with no satisfaction. I have never had any mail services from them to incur any fees. Yet my account shows only a $25.00 balance. I closed the account and should have received a refund. This company does not appear to care to review the problems with these two boxes or rectify the issues with them taking money out of my bank account. I closed my debit card on my PayPal account to stop them from taking even more money. Please help me to get them to do a thorough investigation into this matter and to refund my money back immediately. Thanks. You are my last hope. ************

  Business Response

  Date: 12/13/2022

  Thanks for writing in to us. Our **************** team did investigate your situation and has refunded you for the closed account and PayPal balance. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:12/06/2022

  Type:Billing 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 have a box with iPostal1 and on October 26th they billed me for nine dollars. Allegedly, this was $3 for a mail pick up and $6 for two packages. However, I did not receive two packages. What they billed as packages were two envelopes, one of which contained a single piece of paper. Billing me for one package would have been questionable but they would have gotten away with it. but, as stated, they billed me package rate for an envelope containing one piece of paper.This claim was first filed with BBB against iPostal1 local agent, contractor, ********** under complaint # ********, but they did not respond. I asked to amend the complaint ti include iPostal1 and was instructed to submit the complaint with your office.

  Business Response

  Date: 12/07/2022

  Thanks for writing in to us. Our **************** team has contacted you. We apologize for the incorrect charge of a package as opposed to a large envelope. We have refunded you the difference. We will also contact your mail center to ensure that this does not happen again. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 12/07/2022

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

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I recently purchased a home in ********* **. We signed up for iPostal1 **B provided by ******* in E ********. The title for our car was mailed to the **** box at Staples which is **B ****. We received notification for **** of this priority delivery and when attempting to retrieve it on 11/18, we were told that we had not submitted form **** (we were not told of this requirement when assigned the ** Box--nor did we receive an email regarding this requirement?). We completed form, rushed to have it notarized at the ********** and took this form to Staples--we went thru this process twice (the clerk in two occasions took the form and copies of our driver's licenses--we thought that would complete the process). The next day we received emails again requesting that we email form and our documents. We have provided every single form of identification we have (including driver's license, US passport, marriage certificate, all the closing documents and insurance for our home--in total, I submitted 10 emails with documents requested 3 times! I have to date not been able to retrieve the envelope nor has anyone at iPostal or Staples responded regarding the whereabouts of my documents (which can easily be used for identity fraud). Yesterday, Nov. 30, I received another email advising I have no access to use of the P.O box unless I forward documents again. This has become an emergency since we need to register our car with DMV in ** and need the title that is now held hostage at Staples. I have called ************ numerous times and have never been able to reach a human--I have left numerous voice mails and never received a call back. I've written several emails each day since Nov 18 and receive automated responses. We used iPostal1 service in CT in the past and never had a bad experience, but the current situation amounts to no customer service and concern for mishandling of very sensitive personal documentation in addition to retention our personal mail.

  Business Response

  Date: 12/13/2022

  Thanks for writing in to us. Our Forms Support team has approved your account and you may now pick up your mail and begin receiving more mail at your new address. Due to the inconveniences faced, your membership has been extended by 2 months. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 had a *** shipment of 4 packages to be delivered Friday 10/28/22. After the tracking showed delivered, I called Ipostal at Staples Friday to confirm the 4 packages were delivered and to let them know I would not be able to pick them up until Monday. My packages weren't scanned in until 24 hours later. Saturday I received an Ipostal notice of only 3 packages and the notice came after closing hours (there is a couple of hours delay from scan to notice). I called Sunday and they said only 3 were delivered. Keep in mind, I called Friday to confirm the 4. Monday I go to pick up my ************ was told *** only delivered 3. I asked Staple/Ipostal why wouldn't you verify what you are receiving from ***. They told me they are too busy to check deliveries. Ipostal is an agent for packages yet they didn't even verify receiving the correct amount of packages when *** left them nor when I called to verify. *** labels have the numbers of boxes in a shipment in the top right corner (i.e. 1 of 4, 2 of 4, etc.) The Staples general store manager told me Staples/Ipostal isn't responsible for packages until they scan them in, yet it took them 24 hours to scan in my packages. Something could have been that Friday about the missing package. I was told there is nothing they can do and that I would have to do a claim through ***. *** denied the claim saying package was delivered. On 11/16/22, I called Staples Connect Ipostal Support & no one has reached out 2 me yet 2 resolve the issue. I am currently out $410 in merchandise + $75 shipping. I am asking for a full refund. I was proactive from the start in this situation and still did not receive my package.

  Business Response

  Date: 11/30/2022

  Thanks for writing in to us. We apologize for the discrepancy in communication regarding your packages. One of our **************** representatives has contacted you to help resolve this issue. Please respond back so we may fully assist you. According to our records, a claim has already been placed with *** for the missing package. *** should be providing the refund. We trust that the steps we are taking will settle this complaint.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  In my original complaint I stated that the claim was DENIED because the package shows delivered. 
  
  Please read EVERYTHING in my original complaint and view ALL the supporting documents uploaded in the original complaint. 
  
  I responded immediately to Ipostal Support. The only question I was asked was what was the tracking number, which was uploaded in the supporting documents of the complaint. The DENIAL screen shot was uploaded as well.
  
  After 2 days had passed with no response from Ipostal Support, I reached out again. They have not emailed me back. 
  
  I was thorough in my complaint. I would appreciate thoroughness from Ipostal Support in return before responding. 
  
  Thanks. 
  
   In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** *
  
   

  
  

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Over a week ago I received a response from Ipostal stating Staples was sent my info requesting a refund. ******* has not reached out to me. If you are referencing the actual store where I have the mailbox then that general manager is not going to do anything. He has already told me there is nothing he can do. He is not going to take responsibility his or his team's actions otherwise I would not have to post this complaint. I would like to be sent the contact info of someone higher than him who is actually customer oriented. Situations like this show how passing the buck doesn't work out for the customer. Ipostal can you please see the refund all the way through with Staples? They are your business partner. It would show your commitment to your customers. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** * 
  
  
  
  
   
  

  Business Response

  Date: 12/29/2022

  To clarify, any concerns that are due to store performance, are created into a ticket internally with our Staples executive team in order to address the matter with your location. As we have already provided your account with a three month extension of subscription, we are unable to authorize any further refund.