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USPS customers wait for holiday packages to reach final destination

Posted at 11:22 PM, Dec 31, 2020
and last updated 2020-12-31 23:22:33-05

BUFFALO, N.Y. (WKBW) — The new year comes with the same problem for some USPS customers. Packages they sent from Western New York two weeks ago have not arrived at their final destinations.

Michael Marabella of Cheektowaga sent three packages to New Jersey more than two weeks ago, the expected delivery date was December 18th.

“These were just packages going to a friend of ours, where are they, that’s all I want to know, and nobody can tell me,” Marabella said.

The packages last show up at the Rochester regional distribution center. The tracking information said they're now in transit, but no location is listed.

USPS said it's seeing record holiday volume.

This negative impact is compounded by the temporary employee shortage due to the COVID-19 surge, as well as ongoing capacity challenges with airlifts and trucking for moving this historic volume of mail," said a USPS spokesperson.

Marabella said he's ready to drive the packages to New Jersey himself, he's not the only one ready to hit the road. Joyce Territo sent her three packages to outside Albany two weeks ago.

“I could’ve delivered it myself if I knew it was going to be this much,” Territo said.

Tracking information said they're in transit, more than a week after leaving the Rochester facility just 3.5 hours down the thruway.

The packages are Christmas gifts for her children and grandchildren who couldn't make the usual visit due to the pandemic.

“This was the next best thing, you know at least have some presents to open from grandma, guess not," Territo said.

Both customers went to local post offices and called the 1-800 number, but had no luck in finding out more delivery information about their packages.

The company said it's confident delivery will return to normal levels quickly, a confidence not shared by customers who's tracking numbers have no end date in sight.

“I just lost all confidence in the postal service," Marabella said. "I’ll never use them again.”

A USPS spokesperson said customers can take these steps.

We thank our customers for their continued support.

My apology for delays in our package delivery service. For mail that has not been delivered by the expected delivery date. This applies to packages that are undelivered, lost, or late. If it has been lost, late or missing for 7 days or more, you can:

• Go to Find Missing Mail for additional information.

• Submit a Missing Mail search request at

• File a claim (for insured items meeting the appropriate timeframe)..

• Visit your local Post Office™ location for assistance in filling out a Missing Mail request.

• Call 1-800-275-8777 (1-800-ASK-USPS) to ask for the phone number for your local Consumer Affairs office regarding a Missing Mail request.
Desai Abdul-Razzaaq, USPS Corporate Communications Western NY & Central PA Districts