Updated: Ridgeland mail mystery. Where are the letters, bills and packages?

At first, Michelle Sands was missing mail a few days a week. But things spiraled downhill to the point where the Lowcountry business owner filed three separate complaints this year with the U.S. Postal Service regarding missing and inconsistent mail delivery out of the Ridgeland post office.

Sands’ company, Advanced Lift Solutions, has received its mail at a mailbox in the FedEx Copy and Shipping Center in the Riverwalk Business Park for the past eight years. Sands said she normally receives an average of three pieces of mail everyday. However, since February, there have been periods where there is no mail for several days at a time.

Sands filed the complaints via email and the USPS toll-free number. She was given numerous reasons for the mail delay, such as COVID-19, short staffing and recent retirements. Sands received confirmation via email or phone call that her complaints were ultimately closed.

“I’ve made trips to the post office to complain and only received excuses,” she said.

Yet the days between mail deliveries have grown since she filed the last complaint in October.

Ruth Morris and Jennifer Williams, managers at the mail center, have reached out to USPS officials, filed several complaints, and received responses and apologies from officials, but the service continues to be sporadic.

Morris also added, “They put our mail on hold without our permission.”

“We have had to decline customers who request to ship packages via postal service because we do not know if the USPS will pick them up,” said Williams. This has hurt the business.

“They try to deliver the mail at night, after we’ve closed,” she continued.

Other Ridgeland businesses confirmed this is not an isolated issue.

“We’ve actually asked all of our vendors to email our bills because we aren’t getting them in the mail,” said Cindy Malphus of Rosco Industrial Supply.

Last week, Malphrus confirmed her company had gone over a week without receiving mail. In recent days, however, Rosco said the business started receiving mail daily.

Both Sands and Malphrus said that the mailman once assigned to their route is no longer on the route, and when mail does get delivered, it arrives in the evening after their businesses are closed.

Residential customer Carolyn Kelly said her mail service declined a few months ago after her carrier retired. “She was great and would bring the packages right to the door.” Kelly said she has gone up to five days without mail, but in the last two weeks, it has improved.

Tristan Swartz, assistant manager of PJ’s Coffee, located half a mile from the Ridgeland post office, also said that the mail arrives late there. “I think they are understaffed and overworked,” he said of the post office.

When asked about the claims of missing mail, Ridgeland postmaster Tonya Williams, declined to comment. Instead, she offered the name and number of the USPS Communications Specialist Nikki Johnson.

During an initial phone call to Johnson, she said she would not comment until the claims could be investigated. Additional requests for comment and clarification went unanswered.

3:30 p.m. update

After initial publication of this report earlier today, the U.S. Postal Service reached out by phone to respond to questions regarding delivery, and staffing.

According to U.S. Postal Service Strategic Communications Specialist Nikki Johnson, businesses like the FedEx shipping center in Ridgeland have what is known as a central box unit, where mail can be delivered after hours. “If the business is closed, the carrier has access to the CBU.”

Johnson confirmed that there has been a staffing constraint at the Ridgeland post office, but more staff has been brought on board in the last two weeks.

“The area has grown and the volume has increased.” Johnson said. She further explained the Riverwalk area is the last on a very long route, it is 30 minutes away from the post office, and the carrier has other stops along the way.

“We are asking the people in the community to be patient,” Johnson said. “The mail carriers are out there delivering mail, but the times may vary and it may not be when they (the customers) want.”

Additionally, Johnson offered, “I am extending an apology to the community for any inconvenience. We take pride in our mail delivery service. And in the midst of this very busy season, the employees are working tirelessly to service the customers and to meet and exceed the expectations of service at the Ridgeland post office.”

Johnson also advised that should anyone be looking for an opportunity to work for the USPS, they can check the career website for openings in the area, which updates every Tuesday.