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:06/25/2024

  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.

  As was the case with many other people, my wife, *******************************, logged on to Stamps.com on 10/21/2021 to purchase stamps. When she created an online account, she was unaware of the fact that it enrolled her in a service of which we have received no benefit. I have read that some people were sent scales, we were sent nothing. Since then, there has been a repeated ***** charge for services after a trial period (we were just made aware of this on a call). These charges appeared on our credit card statement, which I periodically check, but when I saw the charge, I just assumed it was because my wife had purchased stamps. She is involved in two different charities that involve mail correspondence, so I assumed this was what it was for. By my accounting, we have paid ****** over the past 32 months. She had no idea she had signed up for this service, we received no notification that these fees were taken out, when she tried to log on to her account, she didn't have access. It was only because I finally asked about the charge that we looked into this matter. I consider this terribly deceptive. It would be one thing if I could discern a service, but I cannot. I wish for Stamps.com to return the entire amount of fees we have accrued. My wife spoke at length with an agent and she did say the account is cancelled, but with the prior deceptive practices, I have no faith that this is truly the case. We were unable to file the complaint within one year because we were unaware we were being charged - as explained above, I assumed my wife was purchasing stamps whenever I saw the fee (I do all the finances/fraud detection).

  Business Response

  Date: 07/02/2024

  Dear *******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that we have issued a courtesy credit card refund in the amount of $607.68 on July 2, 2024. 
  
  We fully disclose our fee and terms prior to account creation 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.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.   
  
  We show that an account was fully activated with us on 10/21/21.  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.  We do offer a promotion in which customers can receive a free 5 lb. scale and just pay for shipping and handling. 
  
  
  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 10/21/21.  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 11/19/21. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:06/19/2024

  Type:Sales and Advertising 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.

  When a business has 75 pages of complaints something is wrong. Had the same issue with lots of people here--my mother accidentally signed up and didn't get a notice that the trial was ending. She was charged for about a year for a service she never used. They refunded half the money and kept the rest--basically got $78 from her without providing anything. Seems to me they know how to get something for nothing.

  Business Response

  Date: 06/25/2024

  Dear ********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that we have issued a courtesy credit card refund in the amount of $250.00 on June 25, 2024.  We have also closed the account and zeroed out the outstanding balance. 
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 4/2/20.  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.
  
  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 your email address on 4/2/20.  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.  As disclosed and explained during registration, we do show that your 4-Week Trial Period ended on 5/1/20.  Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:06/12/2024

  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 was charged $19.99 monthly fee on 06/10/2024. I was not informed that there was a monthly fee while I was creating my account nor any mention of a monthly fee in the promotional mailer that I received, which gave free stamps. I went ahead and cancelled my account right away on 06/11/2024, and after cancelling my account now I see that I have another charge of $0.67 charged on my credit card on 06/12/2024.

  Business Response

  Date: 06/13/2024

  Dear ******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that we have issued a courtesy credit card refund in the amount of $20.66 on June 13, 2024.   We show that your account is closed. 
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 5/10/24.  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 your email address on 5/10/24.  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.  As disclosed and explained during registration, we do show that your 4-Week Trial Period ended on 6/8/24.  We show that you closed your account on 6/11/24.  We charge at the end of the cycle and we show that you received a prorated final fee of $0.67 for the cycle of June 10,2024 to June 11, 2024.  We apologize for any misunderstanding regarding this.
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:06/11/2024

  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.

  As with *** other users at stamps.com, they hide the fact that they will charge users ***** after a trial period. They then do not send notifications of monthly charges so as not to alert users of this. I was charged $220 over 11 months. They offered a $50 refund, which still leaves $170 in hidden charges. This type of behavior should be illegal. Hidden fees with no notifications are borderline a scam. I demand the full $220 refund. Stamps.com must alter this practice and become completely transparent on their charges. They need to clearly outline their monthly charges, and notify customers monthly about these charges via e-mail, and/or text.

  Business Response

  Date: 06/12/2024

  Dear *****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that we have issued a courtesy credit card refund in the amount of $219.89 on June 11, 2024. 
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 7/8/23.  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 your email address on 7/8/23.  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.  As disclosed and explained during registration, we do show that your 4-Week Trial Period ended on 8/6/23.  We show that you closed your account on 6/11/24.    Customers always have the option of reviewing their Account Fees in the Reports section of their software, which is available at all times under the Expenses tab.  Our charges are also listed on credit card statements with the descriptor of "Stamps.com".  The descriptor also includes our Support Number so that customers may contact us immediately if they have any questions or concerns regarding any fees that were billed by Stamps.com. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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: 06/12/2024

   
  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.  I accept the refund.  However, the business should also notify future customers of monthly billing via e-mail, SMS, or both.  Having a subscription automatically charge without any type of invoice or notification is not ideal.  I am not the only person complaining about this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/09/2024

  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 close my account at the beginning of 2024 and still havent received my credit back from them. I have contacted them three times by phone.

  Business Response

  Date: 06/12/2024

  Dear *******, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously. 
  
  We apologize that you encountered this issue.  Rest assured that your account is closed and that a refund, representing your remaining postage balance, was issued on 5/28/24 as a credit card refund,which you may confirm with your bank or financial institution.  The refund was issued to the credit card used to purchase the postage originally.  Please allow 3-5 business days for this credit to be applied to your account.  The refund details are:
  *$133.17 (amount)
  *5/28/24 (refund processing date)
  We apologize for your experience and appreciate your feedback regarding the refund process.  Rest assured that we have escalated your feedback and appreciate you sharing your concerns about this.  We sincerely apologize for your experience and if we can help further, please let us know.   If we can help further, please let us know. 
  Best Regards,      
  
  The Customer Support Team
  ********************** 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21823988
  
  I am rejecting this response because:

  The Credit card has been closed therefore no refund can be processed. I explained this multiple times over the phone and a check was to be issued and sent to us.

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

  Business Response

  Date: 07/02/2024

  Hi *******,
  
  We appreciate your concerns.  We do show that the refund of $133.17 went through successfully on our end to the credit card on 5/28/24.  We would always refund the card that was used to buy the postage originally.  If the credit card account was closed, you may request that the bank transfer the refund we have already processed from the closed credit card/bank account to a reopened one, or for the bank to issue the refund in check form.

  Sincerely,

  Stamps.com *************
  

  Customer Answer

  Date: 07/16/2024

   
  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:06/09/2024

  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.

  Stamps.com is misleading and scams consumers by telling them to register while starting a misleading membership.

  Business Response

  Date: 06/12/2024

  Dear ****, 
  Thank you for your inquiry. We appreciate and consider your feedback and take your concerns very seriously.  We appreciate your feedback regarding our billing structure.   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.  
  
  Stamps.com has been licensed by the **** since 1999, and is one of several approved vendors of **** postage.  We apologize for any misunderstanding regarding our services.  We do not sell rolls or books of stamps, as the service we offer is the ability to print postage.  Stamps.com is a PC ******* Vendor licensed and approved by the ****. We are a separate company from the **** itself.
  
  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 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.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period.
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software,which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?           
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing,plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:06/07/2024

  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.

  This problem has continued every month for the last 10 years, since I cancelled my account in 2014 over a decade ago. Stamps.com refuses to cancel my account despite numerous emails, calls, and letter over the last decade. Every time I call, they say that it will stop but it does not. I have not used the service in over a decade. No matter how many times I change my credit card, somehow Stamps.com gets **************** to sometimes put the charge through. Stamps.com has stolen over $2,500.00 of my money over past decade and continues to bill me, even though I stopped using service a decade ago and continue to cancel (over and over again). I would like BBB to request my account's billing and use since 2014 from Stamps.com, and BBB will see there has been none. The email address associated with the account is **************** and I believe the Account Number is Account Number *******. I have paid over $2,500.00 for services after cancelled (and no benefit provided) would settle for $2,000.00. I am the victim of an ongoing fraud by Stamps.com.

  Business Response

  Date: 06/14/2024

  Dear ********, 
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that your account is closed.  We do consider the fees charged to be valid and appropriate. 
  
  Were sorry to hear that you havent been using the Stamps.com features and services available to you with your account.  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity. 
  
  However, your satisfaction is very important to us and we have determined that a refund will be given.   We have issued a courtesy refund in the amount of $1,000 to your credit card.  Please allow 3-5 business days for this credit to be applied to your account.  The credit may not be reflected immediately on an online statement.  Please allow one billing cycle to pass before it is reflected on a paper statement.  We have also zeroed out the outstanding bill of $199.90. 
  
  We do have multiple systems in place to ensure that we have complete records of all emails, chats, letters, and calls, and we apologize that there was an impression created that your request for cancellation was not honored.  
  
  We show that we had responded to your e-mail with cancellation instructions and requested the verification of one of your security questions and your mailing address so we could complete cancellation.   
  
  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:06/04/2024

  Type:Sales and Advertising 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 has scammed me out $180. I made an account back in September 2023 as I was looking for options to make a label. I had entered my card info as they asked but was never made aware that I was agreeing to sign up for a reoccurring monthly payment. I didnt end up even buying a label and found elsewhere to purchase one. So I never once used this website to purchase a label and forgot about it. 8 months later and I notice I have been getting charged $20 every single month by them. I just called and was only given a cancelation and one month refund. I see I am not the first person to complain about this. This is highly illegal to sign people up for a reoccurring service without their knowledge. I just want my money back.

  Business Response

  Date: 06/10/2024

  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 will be issuing a refund check in the amount of $185.99.  Please allow 1-3 weeks for processing and delivery.    
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 8/12/23.  We do fully disclose our billing structure and fees prior to creating an account.  We do not bill without consent.  We apologize for any misunderstanding regarding our services.  We do not sell rolls or books of stamps, as the service we offer is the ability to print postage.  Stamps.com is a PC ******* Vendor licensed and approved by the ***** We are a separate company from the **** itself.
  
  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 your email address on 8/12/23.  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.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 9/10/23. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:05/21/2024

  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.

  I was never alerted that my trial was ending and that I would be charged $19.99 a month for an eventual automatic switch to a subscription service that I couldn't cancel without fully closing my account online. ********************** appears to make it challenging to cancel a subscription from unsuspecting customers. I never received any statements saying the charges were billed until I checked my credit card statement. On the signup page it states I would be charged the $19.99/month if I decided to continue past the trial end date. It is concerning that there is no email invoice of what they are allegedly charging for. The service was also so glitchy that when I attempted to print, it wouldnt even work. I think this is incredibly predatory behavior, and seeing as though I haven't used this service in months and have cancelled my account for this month moving forward, I don't believe I should have to pay for the charges for this subscription that I wasn't even aware of being charged. I expect to have the subscription, charged on 4/12/24 and 5/13/24, refunded based on the misleading language this company uses.

  Business Response

  Date: 05/24/2024

  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 $45.78 to your credit card on 5/24/24.  
  
  We apologize for any misunderstanding regarding our billing structure.  We show that you activated an account with us on 3/12/24.  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.   We are sorry to hear that you had difficulties with our service.  Our Free Tech Line is available 6AM to 6PM, Monday through Friday at ************ to address any printing or technical issues our customers may be having.  Our Email Support Team is also available to address such issues.  We are sorry that we did not have the opportunity to assist you further with this issue.
  
  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 your email address on 3/12/24.  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.  As disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 4/10/24.  We show that you closed your account on 5/21/24.  We do offer various means to cancel, including phone, email, and online options. 
  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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 PC ******* services currently offer.
  
  On our main page at www.stamps.com, we explain our fees under the section "Here's how it works..."  During the registration process we do make sure that our customers are aware of the monthly service fee in that we have it detailed on the webpage titled Why do you need my credit card information?     
  
  We do this so that customers can see the price before they complete the registration process. We also have the billing policy detailed in our Terms and Conditions at: 
  
  www.stamps.com/conditions 
  
  Customers are required to review and agree to these Terms prior to completing registration. 
  In addition, potential customers can review and compare our pricing plans, as well as other important information, to determine which plan best meets their mailing needs via the Learn More section which is accessible from the Stamps.com home page.  We offer FAQs that answer questions about pricing, plans, and specific and general benefits of using Stamps.com:
  *******************************************
  ******************************************************
  *******************************************************;
  
  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:05/16/2024

  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.

  On 12/12/2023 I purchased $30.00 of postage from Stamps.com under the account thaidollas (email *********************** I was dissatisfied with the service and so, on the same day, I closed my account with $30.00 remaining. I was informed by a customer service agent that I would be mailed a check for $30.00 within 4-6 weeks. When I did not receive a check within 4-6 weeks, I called back and was informed that checks are mailed within 6-8 weeks. Again I did not receive a refund check. It has been 5 months without receiving a refund and I have had more than 10 separate calls with Stamps.com customer service. Each time they give me an excuse and a longer time frame for mailing my refund. They have refused to do a credit card refund. I would like to receive a credit card refund for $30.00 as soon as possible because I believe if allowed to refund by mailed check, they will continue to make excuses for not refunding my account balance.

  Business Response

  Date: 05/23/2024

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We are sorry that you had not received your original postage refund check from us.  We have investigated this and rest assured we have issued a reprinted check for $30.00 for you.  The new check should arrive within 1-3 weeks.   Please let us know if you do not receive it by that time.  We apologize for the experience. 
  We have reviewed your feedback and please rest assured that we will be reviewing the interactions 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 you experienced.
  
  The Customer Support Team
  **********************