ATLANTA — A metro Atlanta man is trying to intercept his package after experiencing delays at the United States Postal Service Palmetto Regional Distribution and Processing Center.
Crew Heimer is one of countless customers who have contacted 11Alive, complaining that their packages are stuck at the center.
"Generally, I've found packages slowing down through Atlanta, but this one package came in from Idaho. It came into Atlanta at peak time, apparently right after the facility opened," he said.
Heimer said his package has been stuck in a loop, going back and forth between the Palmetto facility and a facility in Salt Lake City.
His package was supposed to arrive the same week the Palmetto facility launched, around February 24.
"And after five days of kicking around Atlanta. It seems to sort of have disappeared," Heimer said.
He finally received clarity from customer service after calling about his missing package. Representatives told him he had three options: wait, file a claim for the lost package or intercept the package.
Here's how package interceptions should work if the shipment is not out for delivery or has not been delivered:
- Go to USPS.com and ask the destination post office to hold the item or tell USPS to return it to the sender.
- Make sure your shipment is eligible. If so, be prepared to pay a small fee. Heimer said he paid $27.
- If the shipment is intercepted, you will be charged, and the shipment should be re-directed.
Unfortunately, Heimer's first attempt was unsuccessful, and he's still waiting to hear if his second attempt will work.
He said that for the interception to work, his package has to be scanned at the facility where it is.
"And presumably, if we're in luck, it's sitting in some truck or some corner and eventually will be found," he said.
On Monday, Heimer said a newer package he had sent was moving through the Palmetto facility and was expected to arrive on time.
11Alive has repeatedly taken questions to the postal service and even asked for a tour of the facility, but we have yet to receive a response.
Congressional members are opening several inquiries and grilling the postmaster general to hold the facility accountable for the mail delays.
11Alive News is hearing from customers who are experiencing issues submitting a ‘missing mail search request.’ We’re aware of these problems and requested more information from USPS on next steps.
Those experiencing delays or who have not received mail can contact the newsroom with your concerns as we continue to cover this story. Fill out our online form below, and someone from our news team will follow up with you.