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:12/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account with ********************** on Monday December 4th 2023. My assistant made a mistake and charged $650 for postage instead of $65 on December 2nd 2023. We are closing our office and I called to have them credit my credit card for the balance of my account $577.97. I was told that it will take from 6 to 10 weeks to receive my refund (every person gave me a different time frame). This not acceptable. They should be able to credit my card in days not weeks. One rep said they could have refunded it the day I closed the account buy now it's too late because the account is closed. I would appreciate any help you can be in this matter. The account is under *********************************************************** llp ***************************************************************** ************

  Business Response

  Date: 12/11/2023

  Dear ******,
  
  Thank you for your inquiry.  We appreciate and consider your feedback and take our customers concerns very seriously.  Normally we do require the processing time of 6-8 weeks as we are converting **** postage into a cashable refund.  To clarify, your postage purchases are transactions with the **** through our software. Postage funds are purchased from the ****, not Stamps.com.  However, we have expedited the refund as an exception.
  
  Rest assured that a refund, representing your remaining purchased postage balance, was issued on 12/8/23 as a credit card refund.  The refund details are:
  
  $577.97
  Refund ID **********************
  
  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 full billing cycle to pass before it is reflected on a paper statement.
  
  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.
  
  If we can help further, please let us know.
  
  Best ********************************************************************* Team
  **********************
  

• Initial Complaint

  Date:12/05/2023

  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 wanted some **** boxes delivered to my house, which has always been a free service via the post office. I googled and landed on Stamps.com. I thought the site was linked to **** so I didnt think much when I was asked to type in CC information to order my FREE boxes. Never once was I told that I was signing up for a monthly subscription. The following month, I noticed a $19.99 fee on my CC account from **********************. I panicked knowing that I never signed up for this, and reported it as fraud. *** attempted to cancel this account to no avail. There is no way to cancel a subscription on the website and the phone number they provide leads to numerous calls getting dropped. This business is a scam.

  Business Response

  Date: 12/08/2023

  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.  Our fees are not based on usage and we consider the fees charged to be valid and appropriate.  Rest assured that we have closed your account and refunded $19.99 to your credit card.  Your confirmation number is: 231206-004156.
  
  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 allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the ********************** service and software.  When you visit our website,you have the option of viewing various pages that offer more information and background on our postage printing product.  You do not have to register in order to receive information about Stamps.com.
  
  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity.  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. 
  
  We apologize for any misunderstanding regarding our services.  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
  
  We show that this account was created on 9/27/23 at our website, which is a separate website and entity from *****  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 9/27/23. 
  We have been providing service to all types of mailers and shippers since ****, and Stamps.com is a PC ******* Vendor licensed and approved by the ****, and has been approved to offer service since ****. 
  We hear your concerns and we always fully disclose our fees before any account can be created.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration,we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 10/26/23.   We offer various means to cancel, including phone, email, and online options.  We apologize if you experienced any issues calling.  Please provide us the phone number you dialed and the time at which you called. 
  
  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.   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. 
  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 ********************************************************************* Team
  **********************

  Customer Answer

  Date: 12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although I do believe this business has a shady method of signing up users without a clear indication of the membership or fees that will be charged. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/02/2023

  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 was charged for a monthly membership fee that I never signed up for. I do not use stamps.com. I have no purpose for their services. This is extremely deceitful, and will impact my future purchasing decisions. I believe I was investigating on how to ship to ZIP Codes. And made an account on their site. Somehow they snuck in a monthly subscription. I want a full refund and my account closed.

  Business Response

  Date: 12/06/2023

  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.  Our fees are not based on usage and we consider the fees charged to be valid and appropriate.  Rest assured that we have closed your account and refunded $39.98 to your credit card.  Your confirmation number is: 231206-002684. 
  
  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 allow all of our customers to evaluate our features without signing up for an account. We provide extensive FAQs and demos in order to answer any queries that a potential customer may have in regards to the ********************** service and software.  When you visit our website,you have the option of viewing various pages that offer more information and background on our postage printing product.  You do not have to register in order to receive information about Stamps.com.
  
  The monthly service fee is a flat rate fee that provides access to your account. The fee is not based on usage or activity.  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. 
  
  We apologize for any misunderstanding regarding our services.  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
  
  We show that this account was created on 9/29/23 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 9/29/23.
  We have been providing service to all types of mailers and shippers since ****, and Stamps.com is a PC ******* Vendor licensed and approved by the ****, and has been approved to offer service since ****. 
  We hear your concerns and we always fully disclose our fees before any account can be created.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration,we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 10/27/23.  
  
  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.   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. 
  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 ********************************************************************* Team
  **********************

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:11/30/2023

  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.

  Urgent: Unresolved Refund Issue I am writing to express my deep frustration regarding the ongoing issue surrounding the cancellation of my Stamps.com account, a process initiated over six months ago.To provide some background, I completed the account cancellation back in March 2023, leaving a substantial remaining account balance that exceeded $1000, a sum I had settled through credit card payment. Following the cancellation, the confirmation page explicitly assured a refund within 4-6 weeks.Unfortunately, seven weeks past the promised timeframe, there was no sign of the expected refund. Seeking clarification, I contacted Stamps.com only to receive a response that left me flabbergastedan additional 4-6 weeks waiting period was cited. Despite my persistent attempts to understand the reason for this prolonged delay, my inquiries have been met with unsettling silence and a check would be issued next week and the same story week after.A significant sum exceeding $1000 remains inexplicably trapped in my closed account. This money was not utilized for any Stamps.com services post-cancellation, intensifying my frustration over the continued withholding of funds without a clear explanation.Considering the substantial duration since the refund process began, I urge Stamps.com to prioritize the resolution of this matter. Transparent communication about the reasons for this protracted delay is urgently needed.?Your immediate attention to this issue is not only requested

  Business Response

  Date: 12/05/2023

  Dear ***,
  Thank you for your inquiry.  We appreciate and consider your feedback and take our customers concerns very seriously.  We apologize for the negative experience.  Rest assured that your account is closed and that a refund, representing your remaining postage balance, was issued today as a credit card refund.  Please allow 3-5 business days for this credit to be applied to your account.  The refunds were processed at different times.  The credit card refund details are:
  
  Refund date: 11/09/2023 1:13pm PST             Refund amount $213.02              
  Refund date: 8/04/2023 9:57am PDT               Refund amount $1,000.00        
  
  Rest assured that we have escalated your feedback and appreciate you sharing your concerns about this.  The postage refund was as a credit card refund and rest assured that you do not need to wait further for a check.  Rest assured that your refund would not be trapped.  If your credit card account is closed, you may request that your bank transfer the refund we have already processed from your closed credit card/bank account to a reopened one, or to issue the refund in check form. 
  
  If we can help further, please let us know.
  
  Best ********************************************************************* Team
  **********************

• Initial Complaint

  Date:11/24/2023

  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 11-21-23 I signed up for stamps.com. The purpose was to be able to print postage on small letters while being able to have tracking ability. I printed my first postage the same day and sent a letter. Later, I went to check the tracking number and it was not there. I managed to find a number on the digital receipt. It is an invalid number. I contacted customer support via both the website and email without a response. I have also attempted to contact by phone at the number provided on their website and this BBB page ************* and ************) both of which are disconnected. I have no way to cancel and get my money back for this poor service.

  Business Response

  Date: 11/28/2023

  Dear *****,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Rest assured we show that your account is closed.  Your confirmation number is: 231128-004006.  You have cancelled during our 4-Week Trial,so rest assured that you will not receive any service fees.  We do not show that you were charged for this account or that you had made any postage purchases. 
  
  We hear your concerns on this, *****, and apologize for any misunderstanding regarding postal standards.  We take your concerns seriously regarding the phone lines you have raised, and will investigate this further.  I also apologize that you had not received a response to your emails.  Checking your account, I see that you printed a First Class Envelope.  Unfortunately,this type of mailpiece and class does not provide a tracking number.  The number in question that is printed is a transactional ID that was generated as a result of the envelope printing a Postnet barcode, the series of lines you may see on your envelope.  This barcode is used primarily for final destination sorting.
  
  Unfortunately, this number does not provide tracking of any kind and the mailpiece in question does not have a built-in tracking number.  However, it does provide you with the ability to file an electronic misprint refund (e/refund) as opposed to sending in a mail-in request if you ever encounter a misprint, so you do have access to this convenient feature. 
  
  If you do need tracking, we recommend printing a Shipping Label for qualifying classes such as Priority Mail, or to a Flat Rate Envelope such as Priority.  Tracking is primarily offered for packages and parcels.  You may also add ******* Services, such as Registered or Certified Mail, to an envelope.  Our *********** offers more information on these topics here: ****************************  
  
  If we can help further, please let us know.
  
  Best **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:11/21/2023

  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.

  On Jan 10, 2022 I signed up for a Stamps.com account. Their signup process does not clearly identify that they charge approximately $20 a month for their service. If this had been clearly conveyed to me, I would have never signed up for their service. Just this month, I finally noticed this charge on my credit card statement. Since they clearly attempt to obscure this fact when signing up, and also hide the monthly charges from within the account section of their website, I submit that this is essentially a scam. A reputable company would not go to such lengths to hide this outrageous recurring charge. I request a full refund from Stamps.com.

  Business Response

  Date: 11/24/2023

  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.  Our fees are not based on usage and we consider the fees charged to be valid and appropriate.  However, rest assured that we issued a courtesy refund totaling $250.00 on 11/24/23.  The refund will be processed within 3-5 business days.  Rest assured we show that your account is closed.  Your confirmation number is: 231124-002421.
  
  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.  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. 
  
  We apologize for any misunderstanding regarding our services.  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
  
  We show that this account was created on 1/9/22 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 1/9/22.
  We have been providing service to all types of mailers and shippers since ****, and Stamps.com is a PC ******* Vendor licensed and approved by the ***** and has been approved to offer service since ****. 
  We hear your concerns and we always fully disclose our fees before any account can be created.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration,we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 2/6/22.  We show that you closed your account on ***.   
  
  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.   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. 
  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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20903537
  
  I am rejecting this response because:
  

  i employed the stamps.com website to mail 1 package. I was under the impression I could simply use it for shipping. In the end, that package has cost me 420$ to ship, on top of initial costs.  
  

  the fact that no email mentions of this monthly cost or any email from stamps.com was ever sent my way after the fact, despite charging me 20$ monthly and my not having looked at the site since that initial use is abhorrent. I was not made aware of this cost until a personal investment on Rocketmoney.

  I want a full refund, or will be pursuing this further.

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

  Business Response

  Date: 12/15/2023

  Dear ****,
  Thank you for sharing your feedback.  We do consider the fees charged to be valid and appropriate.  However, we have issued a courtesy refund totaling $173.11 on 12/15/23.  To best serve our customers, we provide the terms for Stamps.com accounts during the registration process. Stamps.com accounts cannot be created without customers indicating that theyve read the terms and conditions. We believe in full disclosure, which is why we provide our terms ( ******************************************** ) on a single webpage during the registration process.  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. 
  
  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.
  
  In addition, immediately after sign-up, new customers are sent a Welcome Email with the same terms outlined, along with information about the monthly flat rate fee if you choose to continue past the trial month.
  Sincerely,
  The Customer Support Team
  **********************
  
  

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called this company on more than 1 occasion about this $19.99 recurring charge on my checking account. Every time it's the same thing, "Your account has been closed, you will no longer be charged." But next month, there the charge is again.

  Business Response

  Date: 11/21/2023

  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 totaling $39.98.  Rest assured that the refund will be processed within 3-5 business days.  Rest assured we show that your account is closed.  Your confirmation number is: 231121-003292.
  
  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.
  
  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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:11/16/2023

  Type:Product 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 $19.99/monthly since December, 2021. When I realized I was being charged for a monthly subscription that I NEVER signed up for, I contacted Stamps.com to cancel and request a refund. The **************** Rep for ********************** acknowledged that I was being charged for a service that was never used, but only agreed to issue a 50% refund (which I still have not received). I am filing this complaint in an attempt of receiving a full 100% refund ($459.77). Again, account records show that this account was never used, and NEVER even logged intotherefore a refund should be issued immediately.Account User Name: ******

  Business Response

  Date: 11/17/2023

  Dear ******,
  Thank you for your inquiry. We appreciate and consider your feedback and take our customersconcerns very seriously.  Normally, a customer is responsible for all service fees.  Our fees are not based on usage and we consider the fees charged to be valid and appropriate.  However, rest assured that we issued a courtesy refund totaling $223.88 on 11/17/23.  The refund will be processed within 3-5 business days.  Rest assured we show that your account is closed.  Your confirmation number is: 231117-002103.
  
  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.  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. 
  
  We apologize for any misunderstanding regarding our services.  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
  
  We show that this account was created on 11/8/21 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 11/8/21.
  We have been providing service to all types of mailers and shippers since 1998,and Stamps.com is a PC ******* Vendor licensed and approved by the ***** and has been approved to offer service since 1998. 
  We hear your concerns and we always fully disclose our fees before any account can be created.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration,we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 12/7/21.  We show that you closed your account on 11/16/23.   
  
  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.   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. 
  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 **************************************************************************************** Director
  **********************

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20879386
  
  I am rejecting this response because I want a full refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/14/2023

  Dear ******,
  Thank you for sharing your concerns.  We do consider the fees charged to be valid and appropriate. However, we have issued an additional courtesy credit of $179.21.  The refund will appear in 3-5 business days.  We apologize for any misunderstanding regarding our fee structure.
  Sincerely,
  The ************* Team
  **********************

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am BEYOND DISGUSTED with this company. On October 17th I was charged a $19.99 fee from Stamps.com. I have never signed up with this company nor have I used any of their services. I noticed the charge and reached out via their email customer service. I finally received a reply on October 30th asking me to confirm the account information was correct and was provided with a name and address that was clearly not mine and I have no idea who this person was. I replied to customer service the same day October 30th letting them know this information, Days went by with no response. I contacted them again on November 7th, November 10th, AND yesterday November 12th when I noticed I had another charge to my bank account. Every reply has gone unanswered and I think that it is absolutely ridiculous this company has the nerve to keep charging me for something that clearly isnt mine AND doesnt even have the decency to respond to me to help me with my issue.

  Business Response

  Date: 11/16/2023

  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 totaling $39.98 on 11/14/23.  The refund will be processed within 3-5 business days.  Rest assured we show that your account is closed.  Your confirmation number is: 231116-003657.
  
  We have reviewed your feedback and please rest assured that we will be reviewing the interactions in question and the concerns you have raised.   
  
  We strongly believe in the value of our service and we always want to do everything that we can to ensure our customers have a positive experience when working with Stamps.com.We sincerely apologize for the inconvenience.
  
  We apologize for any misunderstanding regarding our services.  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
  
  We show that this account was created on 9/11/23 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 9/11/23.      
  We have been providing service to all types of mailers and shippers since ****, and Stamps.com is a PC ******* Vendor licensed and approved by the ***** and has been approved to offer service since ****. 
  We hear your concerns and we always fully disclose our fees before any account can be created.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration,we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 10/10/23. 
  
  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.   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. 
  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 **************************************************************************************** Director
  **********************

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a mailer from **** for 9 FREE stamps through stamps.com. It provided a direct link to the website where you enter your promo code for your FREE STAMPS. No where in the **** mailer does it say anything about it being a free subscription trial.Once you have signed up with an account, which forces you to submit a credit card even though these are supposed to be free stamps. The fine print has two sections about No Risk Trial vs Free Trial. Neither section indicates WHICH one you have signed up for through the **** mailer that says you get 9 FREE STAMPS. The wording used would logically indicate that when signing up the user is receiving a FREE TRIAL.That is what I believed I was signing up for.The only indication that I had purchased a 4 week trial was on the Welcome to Stamps.com! email which is sent in the middle of your transaction BEFORE YOU PAY FOR YOUR ORDER.In the actual receipt for the transaction, the email shows NO INDICATION THAT YOU HAVE SIGNED UP FOR A TRIAL.ANY claims that they are providing all the information to their customers is manipulative and misleading. They provide all the information in the world about how their payments work when you sign up for their trial. But all of the references to the fees are followed by the phrase if any. Which implies that there wouldnt be fees if the agreement you made wasnt for a subscription service. Implying the FREE ***** from the **** wouldnt have fees.To top it off, THEIR LEGAL AGREEMENT SHOWS THAT THERE IS A SIGNIFICANT DIFFERENCE BETWEEN A FREE ***** AND A FREE TRIAL AND STATES THAT THE ***** WOULD NOT BE CHARGED A SERVICE FEE. So when people check to make sure they wont be charged when signing up they will see that clause and go oh, good. That must mean me since I had a promo code.This is intentionally misleading and should NOT be backed or promoted by the ****. Take a look at the other reviews from customers on here. How are you letting this still be a BBB company?

  Business Response

  Date: 11/14/2023

  Dear C,  
  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 totaling $211.89 on 11/14/23.  We show that your account is closed.  Your confirmation number is: 231114-004496.
  
  We hear your concerns and we always fully disclose our fees before any account can be created.  Pricing information is presented and explained prior to account creation.  We do not advertise or offer a free or pay-as-you-go service, and as disclosed and explained during registration, we do charge a monthly fee after the 4-Week Trial Period, which ended on your account on 1/15/23.  We show that you canceled your account on 11/9/23.       
  
  We apologize for any misunderstanding regarding our services.  We do not bill without consent and authorization from the customer.  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
  
  Stamps.com accounts cannot be created via a transfer of information from other sites. 
  We show that this account was created on 12/17/22 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 12/17/22.      
  We have been providing service to all types of mailers and shippers since ****, and Stamps.com is a PC ******* Vendor licensed and approved by the ***** and has been approved to offer service since ****. 
  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.   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. 
  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:
  *******************************************
  ******************************************************
  **************************************************
  As specified in our Terms of Use www.stamps.com/conditions to which all customers must agree:
  
  "Your recurring service fee, if any, will be calculated and billed based on the terms of your offer. Unless otherwise indicated in the offer, if you have registered for a monthly billing plan (like most Stamps.com users), the monthly billing cycle ends one month after you register. For example, if you register on March 8 the first billing cycle will end April 7, and the second billing cycle will begin on April 8. Stamps.com bills in arrears (i.e., at the end of the applicable billing cycle) and a pro-rated charge for your service fee may apply if you cancel or change your plan in the middle of a billing cycle. In addition, Stamps.com may maintain the availability of the service for the full month when your account is canceled.If you register for a trial offer, but wish to avoid incurring the monthly service fee (including for the first month of service), make sure to cancel your account before the trial period ends. To cancel, you may cancel online or call Stamps.com customer support at **************, Monday - Friday, 6 am - 6pm (PST)."
  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 **************************************************************************************** Director
  **********************