Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/16/2024

  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.

  I have been charged monthly $21.24 by STAMPS.com for 1 year and 7 months for a total of $395. I never signed up. I have no idea how they got my credit card number. I went on their website last week and thought I cancelled. I see that they continue to charge me. Now, when I try to log in and ask to reset my password, I receive a message that "We were unable to process your password reset request." Stamps.com is a scam. And they make it impossible to cancel!

  Business Response

  Date: 11/25/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we refunded $250.00 to you as a courtesy. 
  
  We show that an account was activated with us on 1/18/21.  We show that you canceled on 11/7/24.  If you encountered an issue with your password reset, this may indicate that the account was already closed at the time. 
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from our customers.  We show that an account was fully activated with us on 1/18/21.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 1/18/21.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 2/16/21.       
  *********** 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.  *********** is a monthly subscription service so its 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, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  We 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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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.

  Made an account to do some easy postage and prepaid for it. Months later, while doing a more careful review of my credit card statements, discovered I was being charged $21.24 per month for services I never authorized nor consented to. Apparently just making an account is taken as such. The charges went back six months for a total of $127.44. When I discovered the recurring charges, I naturally moved to cancel them as I was not using the service and discovered the only way to do so is to just close my account altogether...so I did. Now I discover that they are charging me a fee of $20.42 just to CLOSE my account, minus the remaining balance of $8.08 I had for postage for a total charge of $12.34. This behavior is completely outrageous and unacceptable. This pending payment needs to be rescinded or refunded, the balance returned, and these monthly payments I did not knowingly consent to refunded.

  Business Response

  Date: 11/12/2024

  Dear *****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously. We do consider the fees charged to be valid and appropriate.   However, rest assured that we refunded $139.78 as a courtesy on 11/12/24.  $8.08 was refunded as a separate refund, for the remaining purchased postage. 
  
  We apologize for any confusion on this matter.  $12.34 is the prorated fee for the cycle of October 23, 2024 to November 10, 2024.  As explained and disclosed in our Terms, which all customers must agree to at the end of the cycle, all we charge at the end of the cycle.  The balance of postage is not deducted from that fee, as this is a separate charge/transaction.
  
  We do not charge without consent and customer awareness.  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from our customers.  We show that an account was fully activated with us on 4/23/24.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 4/23/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period, which ended on this account on 5/21/24.    
  *********** 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.  *********** is a monthly subscription service so its 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,NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  We 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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I still have deep reservations about the business practices of Stamps.com and would like to see them adopt a far more transparency regarding their fee structure and billing practices, I am willing to accept this resolution in the interest of putting this behind me and moving forward.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/09/2024

  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.

  Since November 4th we have been fraudulently charged $12,000 because their system was hacked. We called them multiple times and even emailed them but they stopped replying. On phone the representative told us to change password and we did and next day we woke up to 2000 fake labels created. We have been emailing and calling but no help yet

  Business Response

  Date: 11/11/2024

  Dear ****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Since we do sincerely appreciate customer concerns about fraud and realize that this is a worrisome situation, we can provide you with some steps necessary to address this issue.  We do show that you were working with our representative **** concerning this issue.  What we would recommend for immediate help is to call our
  Trust and Safety team at the number below.Please provide them with your account number: **********. 
  
  *Stamps Trust and Safety Line - ************
  
  If we can help further, please let us know. 
  
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:11/08/2024

  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.

  Yesterday I was charged $39.99 by this business despite never having interacted with them before--let alone having created an account. I called them today to request a refund and deletion of any of my info from their system, and they asked me for the first 6 and last 4 digits of my CC number..sketchy. I only gave them the last 4, and they said they could not locate an account. They then asked if my expiration date is July 2026 (which it is not)--I assume in the hopes that I would tell them what my expiration date is. Next they asked for my name, which I provided. They said they could not find an account. I said that makes sense, since I never made an account. They said they couldn't refund me without finding an account. I looked them up and saw that numerous people have reported them. I've now reported them to my ***********

  Business Response

  Date: 11/11/2024

  Dear ******,
  Thank you for your inquiry. We apologize for the experience.We appreciate and consider your feedback and take our customers concerns very seriously.  Unfortunately, we were unable to locate your account with the information provided.  If you received a statement from us, please provide the username or Stamps.com account number referenced.  Wed like to help and resolve this issue for you. 
  If possible, please email us the username of the account, or the person's full name, email address, or phone number as registered on the account.   What we would recommend for immediate help is to call our Trust and Safety team at the number below.
  *Stamps Trust and Safety Line - ************
  
  If we can help further, please let us know. 
  
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:11/05/2024

  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 signed up for an account a while back. There was something advertised about a free digital scale as part of the sign up that I had never actually received. Regardless, I do not remember putting in my credit card information for this. Apparently I unknowingly signed up for a subscription. I have never received any services or products from STAMPS.COM and they never sent any email confirmation of the subscription starting. They billed me for 2 years before I figured out what was going on. My wife and I each thought it was a legit charge as we buy occasionally from ****. We are out $451.77 and never received a single item

  Business Response

  Date: 11/11/2024

  Dear ****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we refunded $200.00 to you as a courtesy on 11/11/24.
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from our customers.  We show that an account was fully activated with us on 11/12/22.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation.   Checking on why you did not receive the scale, we do not show that an order was placed for the promotional scale.  The way the promotion works is that you can order your free scale via the software, enter the promo code,and just pay for shipping and handling.  It is not sent out automatically. 
  
  We take your concerns about accurate information being provided very seriously and please rest assured that we will be reviewing the interaction in question.   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.
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 11/12/2022.  We always send an activation email when an account is created.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period, which ended on this account on 12/11/22.       
  *********** 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.  *********** is a monthly subscription service so its 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,NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  We 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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22518703
  
  I am rejecting this response because I have no record of a welcome or confirmation email as I keep all my internet purchases. Also, your response seems to be a canned response. You claim to have 1 Billion customers.

  Also, all other subscription companies I use send a reminder from time to time that the charges are and that you will be charged again unless you cancel. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/27/2024

  Thank you for your feedback, ****.  Our records do show that a Welcome Email was sent to you on 11/12/2022 11:16am PST confirming account activation.  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  We disclose our trial period information at our website and during registration before an account can be created.  We show that a courtesy refund of $200.00 was issued on 11/11/24.  We have issued an additional refund of $251.77 today on 11/27/24.  Customer satisfaction is very important to us. 
  

  Thank you for sharing your perspective. Rest assured that Stamps.com has been licensed by the **** since 1999, and is one of several approved vendors of **** postage. The **** site address below has information on authorized providers. The list does include Stamps.com, which has been approved by the ****:
  
  *************************************************

  Sincerely,

  The Customer Support Team of **********************
  

  Customer Answer

  Date: 12/06/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/04/2024

  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.

  In doing our year end accounting, we noticed that Stamps.com has been charging us $20/month since Feb. 2024. We never signed up for this service and have never used this. I called the customer service line and they insisted that we signed up, and said that they would waive this month's (Nov) payment. They also assured me that they would cancel the account, but never confirmed that they would refund the $180 they already charged us. 
   
  I went into our credit card records and turns out they've been charging us since May 2022! I originally thought they owed us $180, but in actuality they've charged us $597.69. Not only did they charge us for a service we never signed up for nor used, but lied to me about how long they've *** charging us!

  Business Response

  Date: 11/11/2024

  Dear *****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we refunded $179.91 to you as a courtesy as confirmed by our representative on 11/4/24.  We have issued an additional courtesy $200.00 to your credit card on 11/11/24.    
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from our customers.  We show that an account was fully activated with us on 2/2/20.  We do fully disclose our billing structure and fees prior to creating an account, and all users must select a pricing level and agree to our fees prior to account creation. 
  
  We take your concerns about accurate information being provided very seriously and please rest assured that we will be reviewing the interaction in question.   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.
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 2/2/20.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period, which ended on this account on 3/2/20.    
  *********** 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.  *********** is a monthly subscription service so its 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,NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  We 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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 11/11/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/25/2024

  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 and *********** have been attempting multiple fraudulent charges for an account I never signed up for and never put my information in for. They continuously keep trying even though I have called my bank to block their transactions. These companies are absolute scams and thieves

  Business Response

  Date: 10/31/2024

  Dear ***, 
  Thank you for your inquiry. We apologize for the experience.  We appreciate and consider your feedback and take our customers concerns very seriously.  Unfortunately, we were unable to locate your account with the information provided.  If you received a statement from us, please provide the username or Stamps.com account number referenced.  Wed like to help and resolve this issue for you. 
  
  If possible, please email us the username of the account, or the person's full name, email address, or phone number as registered on the account. 
  
  You may also call us at ************ so we can assist you further.
  
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:10/24/2024

  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.

  I signed up for a trial on stamps.com. I had to make a $10 deposit. I had to spen more than an hour on the phone with their customer service department just to get the procedure to work properly. They had to make adjustments to settings. Two weeks later, I tried to use the site again and it would not work. I tried contacting their customer service and it took two days to get through. I got an email response telling me they would get back. This went on for over a week. Finally, on ********** I wrote them telling them I was not happy with their trial and wanted to cancel and wanted a refund of my deposit. After writing them two more times, I still have not heard from them.I tried them several months ago and cancelled and they kept trying to bill me $19.99 for their monthly fee. Fortunately, I was smart enough to only use a debit card with them and I just did not put any funds in that account. I want them to confirm that my account has been cancelled before the same billing situation arises again, but I can get no response from them. I see they have quite a few complaints against them and a lot of negative reviews. How does a company like this stay in business? Are they even located in the *************?

  Business Response

  Date: 11/01/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that a refund of $20.00 was processed to your credit card, $14.31 on 10/29/24 and $5.69 on 10/31/24.  We do show that your account is cancelled. 
  
  We apologize for the experience and frustration.  We do not require a deposit of $10.00.  To clarify, that is the minimum postage amount a customer can add but we do not require or force customers to add it. 
  
  As disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period, which ended on your account on 10/26/24.   
  
  Please rest assured that we will be reviewing the interaction in question.  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.  We are sorry to hear that you had difficulties with our service and we are sorry that we did not have the opportunity to assist you further with this issue.
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S. postage. Its a flat fee that is not determined by how much postage you print. Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee, as stated in our Terms of Service: www.stamps.com/conditions 
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:10/22/2024

  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.

  I looked into using stamps.com in order to buy postage for some shipping I needed to do. I made an account, but never purchased anything or signed up for a subscription. I decided that I did not want to have a subscription because I was only shipping a few things. I was charged 5 different times: 5/20/24, 6/20/24, 9/20/24, and 10/21/24 all for $21.77; and 8/20/2024 for $43.54 for a total of $130.62. I see now that there are some small-print type disclosures on their website, but I did NOT buy anything and did NOT sign up for a subscription. Stamps.com is using questionable business practices to sign customers up without their direct consent. The only way to look at prices etc. is to make an account, and apparently, they take that as consent to bill you for services that you don't use and never intended on using. I would like a full refund and for my subscription to be cancelled.

  Business Response

  Date: 10/25/2024

  Dear ***, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we refunded $130.62 to you as a courtesy. 
  
  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 ********************** 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. However, we do show that you had fully activated an account with us. 
  
  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from our customers.  We show that an account was fully activated with us on 4/19/24.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 4/19/24.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 5/18/24.    
  *********** 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.  *********** is a monthly subscription service so its 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, NetStamps, and postage printed directly on envelopes.  We do have a wide variety of customers - over ************* customers- who enjoy the experience of not having to rely on expensive postage meters and who require more functionality and features than what other ********** services currently offer.
  
  We 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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

• Initial Complaint

  Date:10/15/2024

  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.

  Starting in December 2023, Stamps.com charged me for monthly services which I never authorized.

  Business Response

  Date: 10/17/2024

  Dear ****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We do consider the fees charged to be valid and appropriate.   However, rest assured that we have issued a courtesy refund of $196.47 on 10/16/24 and zeroed out the unpaid balance, as confirmed by our agents via our communication channels.    
  
  We do not charge without authorization and 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.  We fully disclose our fees and terms prior to account creation and apologize for any misunderstanding regarding our services. 
  
  We show that an account was fully activated with us on 11/14/23.  We do fully disclose our billing structure and fees prior to creating an account,and all users must select a pricing level and agree to our fees prior to account creation. 
  
  To create and fully activate a Stamps.com account, our multi-step registration process must take place at our website of 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
  We do show a Welcome Email was sent to the email address on 11/14/23.  We do disclose our fee information at our site and during registration.  We are not set up for one-time purchases and we do not advertise or offer a free or pay-as-you-go service.  We hear your concerns and we always fully disclose our fees before any account can be created.  We don't advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a $19.99 monthly fee after the 4-Week Trial Period,which ended on this account on 12/13/23.       
  *********** 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.  *********** is a monthly subscription service so its 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.  On our main page at www.stamps.com, we do explain our fees and make sure that our customers are aware of the monthly service fee. 
  
  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:
  *******************************************
  ******************************************************
  *******************************************************;
  
  The fee we charge gives you access to services of the *********** and the license to print official U.S.postage. Its a flat fee that is not determined by how much postage you print.  Stamps.com is a vendor licensed by the ****, and all paid postage goes directly to the ***********. In order to offer our standard service, we do charge a monthly subscription fee.  
  If we can help further,please let us know. 
  Best Regards,      
  
  The Customer Support Team
  **********************