|Address:||16956 Via De Santa Fe, Rancho Santa Fe, CA 92091, USA|
|Working:||8:30AM–5PM 8:30AM–5PM 8:30AM–5PM 8:30AM–5PM 8:30AM–5PM 8:30AM–12PM Closed|
Received a notice in my email about the potential closing of my POBOX after 9 years, due to "not picking up mail". Sure we all have busy schedules and cannot always be there to get "junk mail" that you cannot even stop from being shoved into your POBOX, but I generally stop in and get my Bin like many others do and go through the mail. This isnt a rare occurrence to get a yellow bookmarked with a date to retrieve your mail bin . I go in before the date it says in the email to resolve the issue with "overflow" mail and get my mail (can be seen on camera) coming into this location as Ive always done for years. I grab my bin, go through the mail & and speak to Becky at the counter if she can look up my account and see if there is anything that needs to be resolved. She looks it up and says No" that it doesnt need Renewal either because its too early. I get another email saying, my POBOX has been closed. I make another trip to this location and no one at the front desk can understand why it has been closed. They say, "Youre all paid for the year" "It shows you paid 130.00" So no one can see anything on their screen about why the POBOX was closed after 1YR full payment. The supervisor Trinh Lee, comes out and says nothing along the lines of "Im sorry" "Let me try to see if we can arrange the new BOX OWNER and get your BOX back since youve paid the year" or "Lets see if theres another BOX nearby?" nothing. She stares at me and says, Its my fault for not instructing the clerk to find out why my POBOX was closing. How would I know that the clerks cannot see but surface information??? How would I know what to instruct the clerk to search for? How would I have best interacted with the clerk to ensure my POBOX were not closed? besides going up to the clerk that day and asking her to please see whats going on with my POBOX, which she did & said it was all fine. Trinh mentions, this is the first time POBOXes are being closes due to "overflow" and that she was able to get boxes back for other customers. She made the effort and calls to get other POBOXES back, just failed to mention or even try when mine closed. That is the most frustrating part of this. She made every attempt to ensure other ppls boxes were not closed by calling up owners but did not in this case. Instead, she proceeded to tell me that she could, " Call up the new BOX OWNER and ask them to GIVE UP their mailbox"--- Who in their right mind would just GIVE UP A BOX for no reason?! Why was the conversation to the new box owner, about "giving up" a mailbox???!!! Why couldnt Trinh have the appropriate conversation and apologize to the NEW BOX OWNER and mention an error that had occurred and that the previous owners box was closed even thought it was PAID IN FULL FOR A YEAR IN ADVANCE and that they would help locate him/her to a new one??? Shouldnt that be the appropriate plan of action here? Someone who has had the BOX for 9 years, and who has paid it in full, has made every effort to meet in person with the clerks and is told everything is fine, shouldnt they GET PRIORITY???? Not the case here. I had to instruct Trinh, to perhaps offer to find me a new box closeby to the old one, to please talk to the lady they signed up to my box, and to offer a refund! COMON! I cannot believe the complete lack of accountability or response to someone who not only has had the box this long but whose family lives just minutes away. I left the location annoyed, frustrated, and unsettled that when there is an error on their part they all get quiet, mumble amongst themselves and came up with some idiotic response to me about how they NEW OWNER just would not give up their box.... I could understand if I didnt pay for it, or didnt try to resolve the matter. This was just ridiculous.
I went in for a passport appointment to renew my childrens passport. You have to have both parents come in and the children be present. I was using an expedite service and all that was needed was for this agent to confirm my children where who they said they were and we were the parents. I had to take off of work and get my children out of school to get all of us there at the 3:00 appt. Immediately when i started speaking he wouldnt let me speak and was obvious he didnt want to be helpful in the least. He told me I needed all of this information to go in the package, I told him no all that he needed to do was to verify their identities. He insisted I needed an itinerary and the authorization form from the expedite agency to be in the package. Since everyone was there I asked that he confirm identities and I would come back the next day with these documents. He refused, he was rude and obviously could care less about customer service. He told "go ahead file a complaint and they will tell Jerry you handled this perfectly". This is the problem with postal service workers they are in a union and know they cant get fired. It is no wonder they are losing billions and contributing to our budget crisis. I have confirmed he is wrong and was not following the process for being an authorizing agent, but again I now have the issue of having to gather all my family again and trying to get this handled to be able to ship off thru an expediter to get my childrens documents in 5 calendar days.
Pros: Great customer service. P.O. Box access 24 hours a day, 7 days a week. Last collection times Monday through Friday at 5:15 p.m. and Saturday at 3:00 p.m. Ive been using this Post Office for over 20 years. Almost perfect experience. I have never received any damaged or broken items. The people behind the service desk are efficient and quick. They like to keep the line moving so nobody has to spend half of their day at the post office. Cons: The facility is old and slightly run down from wear and tear over the decades. During lunch time hours, busy hours, or rush hour, the line for customer service can be out the door, and they may only have 1 or 2 service representatives attending the customers, which causes everyone else to wait longer. The phone will ring endlessly if you call during busy hours. If you need a PO Box and you are in the covenant area, you can count on this Post Office !
This post office returns packages without reason to the sender. It should not be difficult to put a package by big companies like amazon or Victorias Secret in the proper P.O. Box because these companies use computer generated mail services. Just in the last 4 weeks I had three parcells returned although I used not only the right P.O. Box but also the 9 digit ZIP code. It is not to hard to have a last name attached to a P.O. Box at the Post office even if the sender uses the street address. There is no quality control at that Post Office although you find complaints about the same issue for three years now. My experience with the Fairbanks Ranch office was a totally different one. There the USPS cared about their customers I guess the USPS should change their personell at this branch.