Complaints

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

• Initial Complaint

  Date:02/29/2024

  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.

  They signed me up for a monthly payment without notifying me. I had no idea it was a monthly subscription fee. I thought I was just paying for the postage I used. There is no way on their website to cancel the subscription. There is only a way to delete the account which they say also deletes all history. There is no way to remove a credit card from the account. They don't send payment processing reminders when a payment is pending or goes through. They had a credit card that I never use on file so I didn't realize that they had charged me $22.05 per month for 18 months. This means I was also accruing 27% interest because I didn't know this card was being used. When I called to get a refund they blamed me and blamed me. Then they said I was going to get a partial refund but they hung up on me.

  Business Response

  Date: 03/06/2024

  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,and normally, a customer is responsible for all service fees.  However, rest assured that we issued a courtesy refund of $239.88 on 2/29/24.  Rest assured that we have issued an additional courtesy refund of $157.69 on 3/6/24.  Your confirmation number is: 240306-002152.
  
  We apologize for any misunderstanding regarding our fees and for the experience.  We will certainly review the interactions in question.  We show that this account was fully activated and created on 7/1/22 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com.
  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 7/1/22.  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. 
  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 7/30/22.   Rest assured we do offer various means to cancel an account, including online, phone, and email options. 
  We never charge people without their full agreement, consent, and awareness during our online registration process.  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so 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.  We take the privacy of our customers very seriously. In order for us to process your data deletion request, please submit your request to us at ******************. 
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:02/29/2024

  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.

  I am trying to close my account however I do not see any guarantee that my account balance that is unused will be refunded. I would like to request that stamps.com refund my unused account balance and close my account please.

  Business Response

  Date: 03/06/2024

  Dear ****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Rest assured that we have closed your account.  Please allow 4-6 weeks to receive any unused purchased postage balance left in your account.  Your confirmation number is: 240306-002024.
  
  We apologize for any misunderstanding regarding postage balances.  Thank you for your feedback.  Upon account closure, customers receive any unused purchased postage balances.  We disclose this in our Terms and Conditions:
  
  www.stamps.com/conditions
  The relevant passage is: Except where prohibited by applicable law, unused free or other postage related to an offer, reflected in your account is never refunded;such credits, if any, expire and are forfeited automatically upon termination of your account. Any monthly service fee credits (for trial periods), if any,are likewise not redeemable or refundable. Non-offer related, non-pre-paid account will be refunded pursuant to **** regulations. You may request a refund of your non-offer related postage balance when you call to close your account.If you have unpaid service fees or other outstanding charges, or a user initiated postage refund request is pending (see User Refunds for Unused on Misprinted Transactions; Destruction of Unused or Misprinted Transactions below for additional details), your refund, if approved, may be delayed or used to pay, in whole or in part, the outstanding balance.
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:02/25/2024

  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.

  Stamps.com has been charging me ***** per month for two years, to the tune of about $450, and I had no idea these transactions were occurring. While this could be classified as buyers remorse, I feel for several reasons that their subscription model is more shady, and does not meet the standards of similar businesses, for customer transparency. 1. I was not made aware of my trial period ending.2. When the price went up, I was not aware or notified, which would have been a red flag for this charge.3. When I tried to reset my password (I had to convince myself I even had an account there!) they said I had to call during business hours. This seems particularly archaic. I really hope others don't fall into this trap, and would urge you to ask them to change their subscription model/transparency. What does their subscription even offer? I was made to subscribe just to make an initial purchase, I think. I have not made a purchase there since then.

  Business Response

  Date: 02/29/2024

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we issued a courtesy refund of $300.00 on 2/29/24.  We show that your account is closed.  Your confirmation number is: 240229-001343.
  We apologize for any misunderstanding regarding our services.  We show that this account was created on 8/20/20 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 8/20/20. 
  Whenever there is an increase in prices and service fees, rest assured that we do notify all users of this change via email.  We do offer customers to reset their password online and apologize for any confusion on this.  We do recommend that customers call us if they are not able to do this as our account specialists can assist further.   Customers may reset their password online by entering their username and security questions.   
  We apologize for any misunderstanding regarding our fees.   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 9/18/20.   
  We never charge people without their full agreement, consent, and awareness during our online registration process.  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  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.  Your service fee is a flat fee that is not determined by how much postage you print.  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. 
  Your service fee is a flat fee that is not determined by how much postage you print. You can print as much as you want for the same flat rate.  The 4-week trial allows you to experience all the benefits of Stamps.com without being charged.  We do not bill without consent and authorization from the customer.  Registration is a multi-step process and accounts must be created directly at our site.  Accounts cannot be created via a transfer of information from another site or application.  We do require that you submit personal and financial information manually.  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
  
  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. 
  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: 02/29/2024

   
  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:02/25/2024

  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.

  I use **** all the time but I dont know what stamps.com is or how they got my information I dont remember ever signing up to them. I wouldnt pay them because they arent ****. I dont know what theyve been charging me for. Theyre trying to charge me $290. I believe that this is fraudulent because I have never ever signed into my account or used any of their services. I want every single one of the charges theyve taken from me to be refunded. Obviously this company is a fraudulent company look at the reviews. Why do you guys even let these companies operate there is clearly something going on here Im contacting my bank also but I want a refund and I want them to stop trying to collect $293.that they said that I charged from January to February I have never used their service.!!!!!! NOT ONCE!!!!!I now cant log into my account they wont respond to me. I dont know how long theyve been charging my account $19 but I also know that for some reason theres a charge for $290 which I will NEVER pay. I dont know whos using my account but its obviously not me because I cant log into it and they dont respond on customer service. This is a horrible company. I have NEVER used this. Im so angry that they are pretending to be ****

  Business Response

  Date: 03/01/2024

  Dear ***,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we have zeroed out the outstanding fees on the account, as confirmed via email.  We have also closed your account.  Your confirmation number is: 240301-003463.
  We apologize for any misunderstanding regarding our services. 
  We show that this account was created on 7/24/20 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 7/24/20. 
  We apologize for any misunderstanding regarding our fees.   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 8/22/20.    We show that you first emailed us on 2/25/24 and that we had responded to your emails. 
  We never charge people without their full agreement, consent, and awareness during our online registration process.  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  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.  Your service fee is a flat fee that is not determined by how much postage you print.  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. 
  Your service fee is a flat fee that is not determined by how much postage you print. You can print as much as you want for the same flat rate.  The 4-week trial allows you to experience all the benefits of Stamps.com without being charged.  We do not bill without consent and authorization from the customer.  Registration is a multi-step process and accounts must be created directly at our site.  Accounts cannot be created via a transfer of information from another site or application.  We do require that you submit personal and financial information manually.  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
  
  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. 
  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:02/24/2024

  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 charged ***** on Feb. 23rd for something I never ordered! This must be some kind of scam! Stamp.com. Must return my money and take me of there business account!

  Business Response

  Date: 02/28/2024

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we issued a refund of $21.49 on 2/26/24, as confirmed by our phone representative.  We have also closed your account.  Your confirmation number is: 240228-003701.
  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. 
  We show that this account was created on 1/24/24 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 1/24/24. 
  We apologize for any misunderstanding regarding our fees.   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 2/21/24.   
  We never charge people without their full agreement, consent, and awareness during our online registration process.  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  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.  Your service fee is a flat fee that is not determined by how much postage you print.  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. 
  Your service fee is a flat fee that is not determined by how much postage you print. You can print as much as you want for the same flat rate.  The 4-week trial allows you to experience all the benefits of Stamps.com without being charged.  We do not bill without consent and authorization from the customer.  Registration is a multi-step process and accounts must be created directly at our site.  Accounts cannot be created via a transfer of information from another site or application.  We do require that you submit personal and financial information manually.  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
  
  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. 
  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:02/23/2024

  Type:Delivery 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.

  In the beginning of January I was trying to get stamps and envelopes delivered to my house. I went to stamps.com and set up an account. I never ordered anything from the site, instead I went through instacart to get my stamps. In January I was notified by my bank that there was a subscription charge. I attempted to log in and even though stamps.com was able to send me my user name to my email the website says my username is invalid. I have tried to call but stamps.com but have not been able to talk to an actual person. Stamps.com practices are deceitful and obstructionist.

  Business Response

  Date: 02/28/2024

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  Normally, a customer is responsible for all service fees.  However, rest assured that we issued a refund of $19.99 on 2/23/24, as confirmed by our phone representative.  We have also closed your account.  Your confirmation number is: 240228-003461.
  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.  We show that you spoke to support on 2/23/24 and that you communicated with us via email as well on 2/23/24. 
  We show that this account was created on 1/12/24 at our website.  To create any Stamps.com account, you must complete the multi-step registration process at www.stamps.com. We do show a Welcome Email was sent to your email address on 1/12/24. 
  We apologize for any misunderstanding regarding our fees.   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 2/10/24.   
  We never charge people without their full agreement, consent, and awareness during our online registration process.  Our service fee is not based on usage or activity.  The monthly subscription service fee that Stamps.com charges is for access of the Stamps.com software, which allows customers to print postage from the comfort of their home or small office using just a PC and a printer.  Our service is a monthly subscription service so its not based on usage of the software, but rather on having access to using it.  
  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.  Your service fee is a flat fee that is not determined by how much postage you print.  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. 
  Your service fee is a flat fee that is not determined by how much postage you print. You can print as much as you want for the same flat rate.  The 4-week trial allows you to experience all the benefits of Stamps.com without being charged.  We do not bill without consent and authorization from the customer.  Registration is a multi-step process and accounts must be created directly at our site.  Accounts cannot be created via a transfer of information from another site or application.  We do require that you submit personal and financial information manually.  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
  
  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. 
  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:02/22/2024

  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 ordered a Scale, Thermal Printer and Two rolls of Shipping labels. I took the printer out of the package and plugged it in to make sure it worked. it seemed to be fine. I then put it back in it's package and didn't touch it for weeks. I retrieved it one morning to use it, but i needed to set it on the floor, so i put batteries in it and it refused to work immediately, so i took them out and plugged it in, but nope. I had, already had such a bad experience with this company, that this was the last straw and i decided to send everything back and wash my hands of them. I had to have a customer service person walk me through the bizarre 1980's style return process. I had to print out a return slip for each item, then, I was supposed to fill each one out. I have no idea where i am supposed to get half the information they need on there, then, i was told, if they excepted my return, it would be 8 to 10 weeks for them to send me a paper check. then i found out, that if any of the items had been opened, or didn't work upon receiving them back, too bad for me. How is anyone supposed to know if their items work, if they don't open the package and plug them in? I haven't sent the items back after finding this out, because if i do, then they have my money AND the items. so they've robbed me twice. I don't want these items. this is a terrible company. i just want my money back, not in 10 weeks or never, and never deal with this company again.

  Business Response

  Date: 02/29/2024

  Dear ********,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.   We are sorry to hear that you encountered this issue.  Rest assured that we refunded $198.65 on 2/22/24 to your credit card for the store order in question,as confirmed over the phone by our phone representative.  The processing time is 3-5 business days.  We appreciate your feedback regarding our store returns process and apologize for any inconvenience.
  Per industry standards, we do require that a store product be returned to us for a refund and that our customers sent their items back to us with a returns form if they seek a refund or replacement.  Rest assured that we refund the credit card on file for store order returns.  We do not send paper checks for store order refunds and apologize for the confusion on this.   
  If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************

• Initial Complaint

  Date:02/19/2024

  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.

  My wife started a free trial for 30 days. She forgot to cancel, and we were charged for the subscription. After canceling their subscription over the phone we have still been charged recurring fees on our credit card. I reached out to the company through email and they promised to help but they did not. I had to call the credit card company every month to dispute the charges.

  Business Response

  Date: 02/23/2024

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously. 
  Rest assured we have closed this account ************ and refunded $100.00 to your credit card as a courtesy.  Your confirmation number is: 240223-003364.  We apologize for any misunderstanding.  We show that the first request we received occurred on 1/14/24.  We show that our email agents assisted you on 1/14/24 and on 1/17/24.  To locate your wife's account, we show that our agents requested information to help locate it.  We show that you first contacted us on 1/17/24.  We show that the account in question was created on 4/14/23.  We show that two other accounts were created. 
  For these two accounts, ********** and **********, unfortunately,upon review of this account we show that it is a ShipStation PayPal ShipCenter account and cannot be closed by Stamps.com.  In regard to this matter, we recommend contacting the PayPal Shipping Support team at ShipStation.  We show that these instructions were provided on 6/20/23. 
  *****************************
  You may access chat via the *********** (help.paypal.shipstation.com) or shipping center (PayPal.shipstation.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 USPS,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: 02/23/2024

   
  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:02/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Printer on stamps.com failed. I spent a LONG time (over hour) with tech not fixed Wouldn't replace as said not warranty. I ordered & paid for another. Wouldn't work.Spent nearly two hours with tech they couldn't fix. I requested a return label for a refund. It was a battle. Tech finally sent me a pre-paid return label.I took to shipping & sent. Friday it was returned "refused" from stamps. com.So, I have a bunch of postage I am out as well as a "new" printer that they can't make work.

  Business Response

  Date: 02/27/2024

  Dear ***,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customers concerns very seriously.  We apologize for the experience and rest assured that we have issued a credit card refund to you in the amount of $140.80 for Store Order st3395996.  This has been issued to the credit card on file.  Please allow 3-5 business days for this credit to be applied to your account.   
  I am sorry to hear that your printer had been returned and that you encountered issues with the printer model in question.  We have generated a new return label for you to use and return the printer in question via email on 2/27/24. 
  We have reviewed your feedback 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.
  If we can help further, please let us know.
  Best Regards,     
  The Customer Support Team
  **********************

  Customer Answer

  Date: 02/27/2024

   
  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,
  
  *********************

  I have received a return label, hopefully to the correct address this time :-)   I will return the package tomorrow. In addition, I have received a note that a refund is being processed.

  Thanks to everyone assisting to resolve this. 

   

• Initial Complaint

  Date:02/18/2024

  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 removed myself from junk/promotional email lists years ago for both my name and a business I used to operate. Stamps.com is getting around the filter by eliminating letters in my business name. It was "Lularoe *******************************." Now they are sending letters to "Lulr Emly Prrnhg." I want to be removed from ALL junk mail listings. I have been out of this business for over 5 years. This is noncompliant with the DO NOT MAIL lists I signed up for.

  Business Response

  Date: 02/23/2024

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take your concerns very seriously.  Per your request, the address in question has been removed from our mailing list.  We apologize for any inconvenience you may have experienced.  
  We have checked on this issue with our ******************** and show that we purchased the address in question, for a one-time mailing, from a mailing list data company called Epsilon.  We recommend contacting them directly to be removed from all of their mailing lists (which would include other businesses besides Stamps.com).  ********************* can be reached for questions by telephone at ************.  The number is usually answered live during business hours, but all calls requiring a response will be returned.  By email, please write to ******************.  On our end, we have placed your information on our Do Not Mail list and we have contacted Epsilon to do the same. 
  Please let us know if we could be of any future assistance. If we can help further, please let us know.
  Best Regards,      
  
  The Customer Support Team
  **********************