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UPDATE: Action Steps Taken by USPS Pin Oak Annex After Recent Article


April 6, 2018

Ashley Lancaster

In response to Katy Magazine's article published on March 31, 2018 in regards to mail loss, customer complaints, and unsatisfactory service at the Katy Pin Oak Mail Annex, Postmaster Terri Taylor responded with a letter detailing their plan to improve service and efficiency at this location.

The following is the response we received from Terri Taylor, Postmaster, Katy Main Post Office:

April 06, 2018

Katy Magazine News Editor

605 A Park Grove Dr. Katy, TX 77450

"Dear Editor,

This letter responds to a recent article, regarding reports of unsatisfactory customer service and other issues at the Katy Annex Post Office. We value our customers and appreciate the opportunity to provide some additional information.

The Postal Service strives to provide excellent service. We are disappointed whenever we discover we've fallen short of that goal, and it appears that has happened in Katy, TX. I sincerely apologize for any inconvenience experienced by our customers. Whenever the Postal Service becomes aware of unsatisfactory service or issues, we take steps to resolve them as quickly as possible. (CONTINUED)

Local management is committed to addressing the specific issues brought to our attention in the editorial and we continue to work with our customers to resolve their concerns. Some specific actions we are taking immediately in Katy include: ensuring phone calls to the Katy Annex are answered promptly; deploying additional resources to ensure all mailbox keys needed by customers are provided as soon as possible; and working to make improvements in our national 1-800-ASK-USPS number and handling of concerns directed by phone or online at

In addition, proactive steps are being taken now to reinforce the importance of providing prompt, professional, and courteous interactions with all customers. Refresher training is being given to managers, supervisors, and all employees at the Katy Annex, to ensure customers who visit this location - or with whom we communicate via phone - are served in a professional manner. We contine to monitor the growth in the city, and in the mail volume, to ensure all deliveries are current, accurate and timely.

The Postal Service continually develops innovative ways to improve our service. One offering that may be of interest to your readers is Informed Delivery. This free and optional notification service gives residential consumers the ability to digitally preview their letter-sized mailpieces and manage their packages scheduled to arrive soon. Sign-up is easy at:

The core mission of the Postal Service is to provide prompt, reliable, and efficient service to all communities we serve. We appreciate being made aware of issues and will work as hard as we can to make improvements. Thank you again for the opportunity to share this information with your readers.


Terri Taylor

Postmaster, Katy Main Post Office



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