Inconsistent mail delivery irks residents

HORIZON WEST – Following several complaints about missing packages and inaccurate tracking information, residents in Horizon West took to online review tools such as those offered by Google and Facebook, as well as social-media sites such as NextDoor, to express their frustration about the service they receive from the United States Post Office’s Windermere office on Conroy Windermere Road.

Dozens of residents reported recurring mail-delivery issues, including packages that were never delivered; packages that are marked as delivered but then come two or three days later; mail delivered to the wrong address; and one- to two-hour wait times to reach a post office representative to report complaints.

Some residents said their experience with home delivery was so consistently poor that they gave up altogether and procured a P.O. Box to receive mail.

Representatives from the Windermere post office declined to comment and instead directed inquiries to Tampa-based USPS spokeswoman Enola Rice, who said residents experiencing problems need to report their problems.

“Customers are asked to immediately call 1-800-ASK USPS (275-8777), so that we can follow up,” Rice said. “If our investigation shows that items with a specific delivery guarantee or items that are insured are not delivered, we have a process for reimbursement.”

Currently, the Windermere post office has 24 carrier routes ranging from 475 to 975 deliveries, depending on the route, Rice said. The post office employs 23 full-time mail carriers and 17 part-time carriers, each of whom is assigned to a route, she said.

Rice recommended not calling the local post office because there is no one designated to take calls.

“The phones at the (Windermere) post office are answered by employees who have additional responsibilities, which may sometimes result in a longer-than-expected wait,” Rice said. 

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Contact Gabby Baquero at [email protected]