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:12/02/2022

  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.

  My husband and I recently purchased a home in ********* **. We signed up for iPostal1 **B provided by ******* in E ********. The title for our car was mailed to the **** box at Staples which is **B ****. We received notification for **** of this priority delivery and when attempting to retrieve it on 11/18, we were told that we had not submitted form **** (we were not told of this requirement when assigned the ** Box--nor did we receive an email regarding this requirement?). We completed form, rushed to have it notarized at the ********** and took this form to Staples--we went thru this process twice (the clerk in two occasions took the form and copies of our driver's licenses--we thought that would complete the process). The next day we received emails again requesting that we email form and our documents. We have provided every single form of identification we have (including driver's license, US passport, marriage certificate, all the closing documents and insurance for our home--in total, I submitted 10 emails with documents requested 3 times! I have to date not been able to retrieve the envelope nor has anyone at iPostal or Staples responded regarding the whereabouts of my documents (which can easily be used for identity fraud). Yesterday, Nov. 30, I received another email advising I have no access to use of the P.O box unless I forward documents again. This has become an emergency since we need to register our car with DMV in ** and need the title that is now held hostage at Staples. I have called ************ numerous times and have never been able to reach a human--I have left numerous voice mails and never received a call back. I've written several emails each day since Nov 18 and receive automated responses. We used iPostal1 service in CT in the past and never had a bad experience, but the current situation amounts to no customer service and concern for mishandling of very sensitive personal documentation in addition to retention our personal mail.

  Business Response

  Date: 12/13/2022

  Thanks for writing in to us. Our Forms Support team has approved your account and you may now pick up your mail and begin receiving more mail at your new address. Due to the inconveniences faced, your membership has been extended by 2 months. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:11/28/2022

  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 had a *** shipment of 4 packages to be delivered Friday 10/28/22. After the tracking showed delivered, I called Ipostal at Staples Friday to confirm the 4 packages were delivered and to let them know I would not be able to pick them up until Monday. My packages weren't scanned in until 24 hours later. Saturday I received an Ipostal notice of only 3 packages and the notice came after closing hours (there is a couple of hours delay from scan to notice). I called Sunday and they said only 3 were delivered. Keep in mind, I called Friday to confirm the 4. Monday I go to pick up my ************ was told *** only delivered 3. I asked Staple/Ipostal why wouldn't you verify what you are receiving from ***. They told me they are too busy to check deliveries. Ipostal is an agent for packages yet they didn't even verify receiving the correct amount of packages when *** left them nor when I called to verify. *** labels have the numbers of boxes in a shipment in the top right corner (i.e. 1 of 4, 2 of 4, etc.) The Staples general store manager told me Staples/Ipostal isn't responsible for packages until they scan them in, yet it took them 24 hours to scan in my packages. Something could have been that Friday about the missing package. I was told there is nothing they can do and that I would have to do a claim through ***. *** denied the claim saying package was delivered. On 11/16/22, I called Staples Connect Ipostal Support & no one has reached out 2 me yet 2 resolve the issue. I am currently out $410 in merchandise + $75 shipping. I am asking for a full refund. I was proactive from the start in this situation and still did not receive my package.

  Business Response

  Date: 11/30/2022

  Thanks for writing in to us. We apologize for the discrepancy in communication regarding your packages. One of our **************** representatives has contacted you to help resolve this issue. Please respond back so we may fully assist you. According to our records, a claim has already been placed with *** for the missing package. *** should be providing the refund. We trust that the steps we are taking will settle this complaint.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  In my original complaint I stated that the claim was DENIED because the package shows delivered. 
  
  Please read EVERYTHING in my original complaint and view ALL the supporting documents uploaded in the original complaint. 
  
  I responded immediately to Ipostal Support. The only question I was asked was what was the tracking number, which was uploaded in the supporting documents of the complaint. The DENIAL screen shot was uploaded as well.
  
  After 2 days had passed with no response from Ipostal Support, I reached out again. They have not emailed me back. 
  
  I was thorough in my complaint. I would appreciate thoroughness from Ipostal Support in return before responding. 
  
  Thanks. 
  
   In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** *
  
   

  
  

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Over a week ago I received a response from Ipostal stating Staples was sent my info requesting a refund. ******* has not reached out to me. If you are referencing the actual store where I have the mailbox then that general manager is not going to do anything. He has already told me there is nothing he can do. He is not going to take responsibility his or his team's actions otherwise I would not have to post this complaint. I would like to be sent the contact info of someone higher than him who is actually customer oriented. Situations like this show how passing the buck doesn't work out for the customer. Ipostal can you please see the refund all the way through with Staples? They are your business partner. It would show your commitment to your customers. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** * 
  
  
  
  
   
  

  Business Response

  Date: 12/29/2022

  To clarify, any concerns that are due to store performance, are created into a ticket internally with our Staples executive team in order to address the matter with your location. As we have already provided your account with a three month extension of subscription, we are unable to authorize any further refund.   

• Initial Complaint

  Date:11/28/2022

  Type:Delivery 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.

  Contracted with iPostal for a mail delivery service. After three months of paying for the service but receiving no mail, I find out that my mail and packages have been getting rejected. I have attempted to contact *******'s HQ and the local location but received no response from either. Started service in August of 2022. Ended in November of 2022 on confirmation that my mail was being rejected.

  Business Response

  Date: 11/30/2022

  Thanks for writing in to us. We apologize that mail was rejected after your account was approved. One of our **************** representatives contacted you and refunded the 3 months of subscription due to this inconvenience. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 12/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/18/2022

  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.

  This is an online postal service they they take the they charge my card twice on the same day it was supposed to be $9.99 they charged it $9.99 twice a total of $20 I got an email from them saying they're only refunding $9.99 there that they're not even paying attention of what they're doing they tell you that you need to be notarized after you give the 999 that to use their service you have to be notarized with your social security card and birth certificate I lost both of them I can't find them so I can't use their service they told me they should be a refund yet it's been on there since November 14th no rush no it was posted it was canceled November 9th yet they posted both payments on November 14th they said they are issuing a refund my bank when someone issues a refund it's immediate there's no hold they have not issued any refund as promised with their email it's still showing posted on my account even though I can't use their service perhaps they should charge the person until they tell the person that you need to be notarized if you can't be notarized and they should be taking no money from you and they didn't refund my money it's still on there it was pending and then posted my bank says there's no refund issue there's no refund in process right now they're looking it up so this company never refunded me yet and when they sent me an email it says they're refunding $99 and they charge the card accidentally twice they owe me $20 not $99 and they haven't refunded anything yet as promised I have an email saying a refund has been issued for $99 it's supposed to be $20 not $99 it's supposed to be *********************************************************************************************************************** $9.99 twice

  Business Response

  Date: 11/18/2022

  Thanks for writing in to us. Our **************** has put through two refunds of $9.99, totaling to $19.98. It does take time to process on our end, so as our representatives have explained, you will see the refund in 5-7 business days from when they were issued. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:11/16/2022

  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.

  1. I get an email from iPostal1 every week or two (for the most of the last year) stating that I have a consolidated mail item, C1147 (composed of two items ***************** This does NOT appear in my Inbox, but the in a Picked-up folder. I attempted to have this consolidated item shipped to me and I received the below email, which you should be able to read since it came from iPostal1.2. On *******, I requested that Item M23549 be shredded and received a billed for an exorbitant amount. The item is listed as **** oz, but turned out to be a catalog. Instead of shredding the cover with my name and address on it, the iPostal1 Employee shredded the entire catalog and charged me for every page. If the description your employee had entered said the item was a couple of pounds, I would have known it was a catalog and specified to just shred the top page. In addition I have a shred/scan balance of 20 that has never been used, even though I have had at least two shred request and been charged for them each time.3. I have also had a few mail items returned to sender, even though the address was correct. The U.S. *********** Form you had me fill out should be filed with the local *********** and should prevent that from happening.4. The ******* iPostal1 Office phone is never answered and goes to voicemail and that would be fine, if you could leave a message, but the Mailbox is FULL and you cant leave a message!!!5. I am a paying customer and expect customer service, but ********************** is lacking in that department in almost every interaction I have had to date.

  Business Response

  Date: 11/30/2022

  Thanks for writing in to us. We are sorry about the issues you described and appreciate your explanation in detail. We appreciate your patience as we investigate each of your concerns. We will follow up with you shortly.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I wrote this BBB Complaint because I was not getting a response from the iPostal1, LLC through the normal complaint channel.  They did answer me after I complained here.  So far the have only addressed half of one complaint and refunded me $2.20 for the storage issue, but the two pieces of mail are still lost and I am making a complaint to the Postal Inspector for this.  All the other items they tried to explain away in a couple of sentences.  An example is that I should have known that a catalog I asked to be shredded was in fact a catalog, even though they listed it as **** ozs. They decided this is fair and get to keep the crazy high amount they charged me.  They did state that they are still investigating.  Here is their response to me in an email:

  Hi ****,
  
  Thank you for reaching out to us.
  
  
  I apologize for the delay in response. It does appear that the mail center best line of communication are coming via email when I reached out to them. It does seem that the location utilizes a call back approach. The mail centers process the tasks as instructed, in the future I would suggest putting special instructions to shred only the cover. The charge is $2.25 up to 10 pages after that would be $0.25 per page. I have emailed them in regards about the mail items that have been sent back to sender as well as working with us about a resolution with the shred charge, I am currently waiting on a response from them. The **** form is provided to the local ************ once they receive they would process it into their system.
  
  
    I do apologize again about the inconvenience you have experienced. I do see that 2 mail items (m28633, m28525) were shipped on 11/17 and 11/18 using **** first class which unfortunately does not come with tracking, normally **** is backed up this time of year being there busy season so longer delivery times is expected. Once I get a response from *************** , I will provide you with an update, thank you for your patience.
  
  
  
  
  Sincerely,
  ************
  Support Team @iPostal1

   

  i am still waiting for them to fix these issues and do what is right.  I am not sure that they are capable at this point.

  
  Not even close to being a satisfied customer,
  
  
  *

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/07/2022

  Thank you for your patience as our team worked to come to a resolution. Our **************** has addressed each of your points and will refund the amount of the shredded catalog. We apologize for any inconvenience. We trust that the steps we have taken will settle this complaint.

• Initial Complaint

  Date:10/31/2022

  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 bought this service and didn't realize it was a monthly charge as I never even once used it or logged into their website, couldn't even tell you what my address was. the billing emails must have been going to my spam. when i realized this and asked for a refund (they could clearly see the address had NEVER been used to receive ANY mail) they said no. So i was paying for this service for over a year that I didn't even know about. I understand you may have a policy but customer service and good judgement goes a long way for someone you can confirm never even once used your service.

  Business Response

  Date: 10/31/2022

  Thanks for writing in to us. The **** requires the Form **** be completed, notarized and filed with proper IDs. This is required in order for the mail center to accept mail on your behalf. If they are not completed, you will still be able to use the address for your business without the mail function. That is why your account was charged, whether or not you file the Form ****. Many customers use our addresses this way. We do not have a way of confirming the address was not used for other purposes. Unfortunately, the transactions are out of our refund policy.

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

  This is abhorrent customer service and I dont even know what my address was if I had wa fed to use it.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/04/2022

  Our refund policy is that you have the first 30 days to cancel the account without use to receive a refund. We cannot change the current policy, but understand your frustration. As a courtesy, we have offered to send you a refund. We trust that the steps we have taken will settle this complaint.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It has not been adequately resolved as they only gave me very small portion of the $ back but they say its the best they can do, 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/28/2022

  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 have had the this mailbox for over a year. I have had only one major issue with them and several minor issues. The current issue I have not been able to update my new debit card on the website through my account but I am constantly racking up charges. I have spoken through customer through chat and I am told the same thing. Still no resolution to my issue. I have received emails about how to update the debit card on the account and I am still unable to. Then when I contact customer support I am told the exact same thing as the email when I have already let them know that it does not work. I just want to be able to update my debit card and delete the piece of mail that I am being charged storage for which I have already picked up.

  Business Response

  Date: 10/31/2022

  Thank you for writing in to us. Our **************** team has been in contact with you. As we are a PCI compliant company, we do not have access to your payment information nor can we assist with updating your payment via phone, email, or chat. All payments must be made directly through your iPostal1 account. Many customers have success using PayPal. Our team has also marked your item as picked up, so as not to incur any charges. We trust that the steps we have taken will settle this complaint.
  

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have followed the steps and I am still unable to update my debit card information. I am not receiving mail and this has been going on for about 2 months my account says I have an outstanding balance. I still have my issue.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/09/2022

  We apologize again for the difficulty you are experiencing. We unfortunately cannot intervene with your payment, as we are a PCI compliant company. The only recommendation we have is to try a different card or switch to PayPal as your primary payment method. Many customers have success using PayPal.

• Initial Complaint

  Date:10/21/2022

  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.

  Recently, I received a piece of important time sensitive mail in my iPostal1 mailbox at a Staples location. I requested that this item be forwarded to my home address. The following day the **** mail carrier sent it back to the iPostal1 mailbox. I then called the location and was told it would be sent back out to my home address. This was on September 27, 2022. After almost a month I have still not received this piece of mail. The clerk at the Staples location told me it was marked as "Picked Up" so I would not incur any extra fees but, as I later found out, the tracking information was removed by the clerk marking it as "Picked Up" instead of "Shipped". Within this period of time, I have tried to call iPostal1 directly and cannot get through to anyone over the phone. I used their chat feature and was told they would look into it but have not received any response yet. After a 40 minute wait time I talked to another representative today through their online chat and I requested a refund for this item. I paid for something that was not delivered. I was told I could not receive a refund whatsoever because they will not issue a refund for something that was shipped. I then requested to speak with a manager and still no response. After all the daily aggravation I have gone through I feel they owe me at the very least, a refund for this mail item, and that's the very least they could do. They don't seem to care too much about the customer, as I've experienced firsthand. Might I add, they were quick to charge me for my annual subscription fee right in the middle of this issue, but they can't issue a $2.18 refund? That says something about the integrity of this company.

  Business Response

  Date: 10/26/2022

  Thank you for writing in to us. We appreciate your patience as our **************** team investigated this situation. A member of our team contacted you after speaking with the supervisor at your mail center who confirmed that the mail item originally came back to them with a notice regarding an invalid address. They did in fact reupload this mail item to your account, creating a new mail ID number and then shipped it for you late last month. You have refunded you the shipment charge of $2.18. You should see this back in your account within 5-7 business days. In addition to this, your subscription has been extended by 2 months. Lastly, we have reviewed proper protocols with your store to ensure that this does not happen again. We trust that the steps we have taken will settle this complaint.
  
  

  Customer Answer

  Date: 10/27/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/18/2022

  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 have an account at ipostal1, and I have been having trouble canceling my account. Staples Connect is saying that I must do it through the ipostal system but it won't cancel it due to "mail center is in the process of completing mail tasks." I cannot complete any actions without selecting the task, but once I try to select the task, it goes to a neverending loading page. The mail center is telling me I have to call Ipostal1, but I can't get a hold of them. They provided no number, my email was ignored, and the live chat was no help at all. Now, I have paid an additional month of service to avoid adverse actions, but I've reached out to cancel well before my due date and I've well moved over a month ago. I just help me remove the task on my account and cancel my account? Thanks!*******************

  Business Response

  Date: 10/27/2022

  Thanks for writing in to us. It looks like your account was created on 10/18/22. Our **************** team has reviewed your account and do not see any open tasks. A member of our team has contacted you. Please respond so that we may settle this complaint.

• Initial Complaint

  Date:10/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this company with intentions with a business account. After receiving the license they asked me to relocate to a different location? Which was not done since my application was correct for both the site location and business. Next thing I know the location compromised my business account. I immediately ended all membership including Pueblo and ******. The compromise took place in ******* in June 2022. After inquiring about my refund several times including last week, today ** still finding pending charges? I would like a refund since this summer.

  Business Response

  Date: 10/26/2022

  Our **************** team looked into your situation and found that you have 4 active accounts. They are under 3 different emails and usernames, possibly why it was difficult to look up. It looks to be the charges or pending charges that you have been seeing. A member of our team has followed up with you regarding these accounts. We trust that the steps we have taken will settle this complaint.