The United States Postal Service (USPS) is one of the oldest and most ubiquitous institutions in America. Established in 1775, it employs over 600,000 workers and processes an astonishing 173 million pieces of mail each day. For something so universal in our lives, you‘d expect the Postal Service to have an outstanding reputation. Yet a quick browse through social media, online forums, and articles reveals endless complaints about lost packages, rude employees, slow deliveries, and more.
As a longtime expert in the retail and consumer space, I‘ve heard more than my fair share of USPS horror stories from frustrated shoppers. While some grievances can be chalked up to unreasonable expectations or simple misunderstandings, there‘s no denying that the Postal Service has some serious problems. Its current model appears to be unsustainable, service cuts are making customers angry, and public trust is eroding with every theft case and viral video of a careless mail carrier.
So why exactly is USPS so bad right now? Is it really as awful as some people claim, or are a few negative anecdotes clouding our judgment? As a discerning shopper myself, I wanted to take an honest, balanced look at the issues plaguing our national mail service. Let‘s examine some of the key reasons behind USPS‘s bad reputation and see what it‘s doing to improve.
Problem #1: Never-Ending Price Hikes
One of the most visible and aggravating issues for USPS customers is the seeming nonstop rate increases in recent years. In August 2021, the Postal Service implemented price hikes for First-Class Mail, Marketing Mail, Periodicals, Package Services, and Special Services. While the increases were relatively modest at 6.8% overall, they came on the heels of several other bump-ups.
For example, in January 2019, the price of a First-Class Mail Forever stamp rose from 50 cents to 55 cents each, while Priority Mail prices increased by 5.9% on average. The Postal Regulatory Commission (PRC) also approved an additional temporary rate hike for the 2021 peak holiday season, which tacked on surcharges of $0.25 to $5 per package on commercial and retail domestic parcels.
While USPS pricing is still generally lower than competitors like FedEx and UPS, the rate increases are understandably frustrating for both individuals and businesses. An extra 55 cents on a holiday card or $1.50 on your small business‘s priority shipments may not break the bank. But those little charges add up quickly, and the cumulative effect can be enormous for medium-to-large shippers. Many organizations that rely heavily on the Postal Service, such as medical practices that send lots of Certified Mail, are facing substantially higher expenses.
The rate hikes are an annoyance, but they also point to a much deeper problem – the United States Postal Service is in major financial trouble. The agency has lost $87 billion over the past 14 fiscal years, including a $9.2 billion net loss in 2020 alone. Plummeting mail volume, $72 billion in outstanding debts, and huge mandatory pension funding payments have put USPS on the brink of insolvency.
While Congress threw the flailing Postal Service a $10 billion lifeline in the early months of the COVID-19 pandemic, it was a short-term band-aid that didn‘t address systemic budget issues. Postmaster General Louis DeJoy has stated that the rate increases are necessary to "achieve financial sustainability to fulfill our universal service mission." But many question whether making services more expensive without addressing root inefficiencies will only send USPS into a "death spiral" of continuous price hikes and declining business.
Problem #2: Snail-Paced Snail Mail
Another common complaint about the United States Postal Service is slow delivery times. Despite being called "snail mail," First-Class Mail and Package Services have generally been a swift, reliable way to send items in 1-3 business days. But starting October 1, 2021, USPS began implementing service standard changes that increased the delivery time for about 30% of First-Class Mail volume and 40% of First-Class Package Service volume.
The slowdown impacts pieces of mail traveling longer distances, such as from New York to California. Items that previously took three days to arrive could now take up to five days. USPS says the change will actually increase the reliability, precision and efficiency of their service, as it shifts more mail transportation away from costly air shipments and unreliable truck schedules to a more consistent surface network.
While improving dependability is a worthy goal, even the USPS acknowledges that "some customers may experience longer delivery times" during the transition. If your sister‘s birthday card from Philadelphia no longer gets to Chicago overnight or your monthly subscription box hits more highway traffic, those delays are going to be annoying, if not infuriating.
Many consumer advocates have criticized the delivery slowdowns as yet another example of USPS prioritizing cost-cutting over customer service. The changes may save the agency some money on transportation in the long run, but at what cost to their reputation and consumer satisfaction? There are also serious concerns about the impact to rural communities, low-income individuals, small businesses and others who disproportionately rely on the Postal Service for timely deliveries of essential items like medications, government checks, and legal documents.
Problem #3: Lackluster & Lazy Employees
We‘ve all heard the cliche of the surly, sluggish postal worker who hates their job. As with many stereotypes, this one has some unfortunate roots in reality. Peruse online forums and review sites and you‘ll find a plethora of real-life anecdotes bemoaning rude, unhelpful USPS counter clerks and apathetic mail carriers.
In one instance, a video went viral in 2020 showing a postal employee in Michigan tossing, flipping and kicking a customer‘s package down a snowy driveway. Another story that made headlines involved a Pennsylvania mail carrier who allegedly hoarded and trashed hundreds of pieces of mail because he was "overwhelmed" by how much he had to deliver. In early 2022, a New York man grew so frustrated with his carrier‘s sloppy delivery practices leaving packages exposed to passersby that he set up a camera and posted a compilation of the incriminating footage on YouTube.
While there are undoubtedly many professional, courteous USPS workers who take great pride in their jobs, the well-publicized bad apples stain the agency‘s reputation. It‘s unacceptable to have staff haphazardly chucking parcels, dumping unwanted mail, or verbally accosting patrons. Part of this is a supervision problem – managers need to identify problematic employees and either correct their behavior or remove them.
However, lackluster performance is also a symptom of overworked, burnt out staff and chronically understaffed Post Offices. Mandatory overtime, lack of days off, extreme weather conditions, aging facilities, unrealistic targets, and intense pressure create a grueling work environment where conscientious service can be difficult. Many postal workers are veterans, elderly, or struggling with physical limitations, and yet are still expected to haul 70-pound packages and control large vehicles in hazardous conditions. The system is not set up to support careful handling when corners are constantly being cut.
Problem #4: Troubling Theft & Security Issues
One of the most egregious problems facing the Postal Service is theft and security failures. While the vast majority of the 600,000+ USPS employees are honest individuals, there have been a disturbing number of instances of postal workers stealing cash, checks, gift cards, and valuable items from the mail.
In fiscal year 2019 alone, the USPS Office of Inspector General received over 30,000 complaints about mail theft, up 10,000 from the previous year. Investigations resulted in 493 arrests for theft, delay or destruction of mail by Postal Service employees and contractors. Examples include:
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Five USPS employees in Chicago indicted for allegedly stealing credit cards from the mail over an 18-month period and racking up over $1.3 million in unauthorized charges.
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A Louisiana Post Office manager charged with stealing $630,000 worth of USPS money orders and using the funds for personal expenses and gambling.
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Three Philadelphia postal workers accused of stealing parcels containing illicit drugs and selling them.
Even if 493 arrests represent a tiny fraction of the total USPS workforce, any amount of employee mail theft is unacceptable from an agency explicitly entrusted with securing our correspondence. Tampering with mail has been a federal crime since the Mail Fraud Act of 1872, and yet it still occurs with troubling frequency.
The prevalence of postal robberies, mail theft by non-employees, and stolen mail receptacles are also alarming indicators that USPS is struggling with fundamental security. In FY 2019, postal inspectors reported 1,257 burglaries and robberies of USPS facilities, up from 387 in FY 2018. They also received 17,010 complaints regarding collection box or clusterbox break-ins. Thieves are increasingly targeting the "blue boxes" to steal checks, credit cards, and sensitive documents.
While USPS and law enforcement have taken some measures to combat this trend, such as replacing or retrofitting blue boxes with stronger anti-theft designs, mail security still feels far too precarious and vulnerable. Customers should feel confident that their information and belongings will be protected in transit, but that peace of mind is eroding.
The Verdict: USPS Has Major Room for Improvement
So back to our original question: Why is USPS so bad? After evaluating some of their biggest issues – unsustainable price increases, longer delivery times, unreliable service, lackluster employees, and mail security problems – it‘s clear that the Postal Service is struggling right now. An agency that is perpetually cash-strapped and unable to invest in adequate staffing, training, equipment and technology will be hard-pressed to provide outstanding service.
But labeling USPS as universally "bad" feels like an unfair oversimplification. The Postal Service still accomplishes an amazing logistical feat processing 173 million pieces of mail each day, often at a lower cost than private sector rivals. Many customers have glowingly positive experiences with stellar employees and speedy deliveries. The agency is also saddled with significant financial handicaps, like the Congressional mandate to prefund retiree benefits 75 years in advance, which no other organization faces.
Ultimately, USPS has major room for improvement in terms of service, efficiency, innovation and reputation. With stronger Congressional support, better strategic planning from leadership, more sustainable funding sources, robust security and anti-theft measures, improved employee support, and a commitment to reliability and responsiveness over pure cost-cutting, the Postal Service has the potential to raise the bar and exceed expectations.
Postal reform won‘t be easy, but it‘s a necessity for an agency that touches the lives of so many Americans. Because for all its deep flaws and frustrating practices, a world without USPS isn‘t one most of us are eager to face. As picky, discerning consumers, we should absolutely demand better from this vital public institution. But we should also advocate for giving it the resources and policies it needs to truly thrive.
