After two weeks, Venus Hill is waiting for one of three packages shipped for family and friends, even though she paid $ 90 for priority shipping.
LOUISVILLE, Ky. – For the Hill family, Christmas has always been a great family reunion filled with gifts. But this year, like most of us, they’re celebrating apart.
“Because we can’t be with family right now because of COVID.”
Venus Hill did the next best thing. She sent gifts to the family.
“Everything from gift cards and clothing to made-up items, personalized items for a couple of my newly married nieces and nephews,” she said.
Hill sent them via the US Postal Service using Priority Mail. It’s a service that includes tracking and faster delivery, with packages sent between one and three business days. And she paid for it.
“Just around $ 90,” she says.
Two gifts were received approximately 9 business days later, three times longer than the USPS promises. The third gift, still in transit. It’s been over two weeks.
“So I went back to the post office to find out what was going on and that’s when she told me, we’re almost two weeks late,” she recalls.
Hill turned to the FOCUS investigation team for help.
“I said I’m going to call WHAS because they will do something and they can at least find something for me,” Hill said.
She blames USPS for its lack of transparency.
“There has to be a process to make the customer, the consumer, aware that you won’t be able to deliver what you charge me.”
We asked USPS directly, regarding priority mail, how do they notify the public of delays? Will people like Hill get a refund? They did not answer our questions directly.
Susan Wright, spokesperson for the Postal Service, said:
“USPS sincerely apologizes for any delays to our customers. In a historic year, we remain committed to our goal of delivering home packages for the holidays. “
This is an answer Hill is simply not happy with.
“It’s like you’re ripping people off.”
USPS has said an all-time record for vacation volume and employee shortages due to COVID-19 is causing temporary delays.
Still, Hill wishes they’d communicated this to her local post office when she spent $ 90 on Priority Mail.
Got a tip for a story? Contact the FOCUS investigation team at [email protected]