I had a very disappointing experience at this USPS location on March 4, 2025, when I came in for a passport appointment with my two young children. Unfortunately, I encountered poor customer service and unnecessary delays, which made the process far more frustrating than it needed to be. An employee named Ruben (a white male with a dark beard and long hair, wearing a headband) handled the passport services that day. Despite being told by another USPS employee to return at this specific day and time, Ruben immediately dismissed my situation, stating that "he didn't care" what I had been told because that employee was not present. His tone was curt, and he made it clear that assisting me was not a priority, and that he was being nice by "giving me the chance to wait". As a result, I waited over two hours with my children, hoping to be helped. During that time, I observed multiple customers leave in frustration after interactions with Ruben, citing his dismissive attitude. I witnessed: 1. A woman leaving upset, stating she would take her business elsewhere due to his rudeness. 2. A couple with a baby and a young child waiting unnecessarily, as Ruben prioritized mail services over passport processing. 3. Two elderly women being spoken to harshly when they approached the counter without realizing they needed to wait in line. Instead of politely redirecting them, he raised his voice and pointed them back in an unnecessarily stern manner, then storming off to the back yelling "I'm tired of these people!". What was most frustrating was that, despite multiple opportunities when the post office was empty, Ruben chose to go to the back instead of assisting me. At 4:00 PM, after making eye contact with me several times, he quietly walked away without addressing me. When I asked his colleague to check if he would be able to assist me then, she relayed his response: "Tell her I'm busy." At no point did he communicate with me directly, leaving me to wait in vain. After experiencing this, I checked Google and Yelp reviews and saw that several other customers have shared similar complaints about this specific employee. It is concerning that a pattern of poor customer service is well-documented, yet no corrective action seems to have been taken. I understand that post office employees deal with high volumes of customers and logistical challenges. However, basic professionalism, courtesy, and clear communication should always be expected in a customer-facing role--especially for services as important as passport processing. I hope management takes these concerns seriously and ensures that all employees are providing the level of service the public deserves. If you need passport services, I would recommend considering other USPS locations or ensuring you wait for someone else that is not him to help you to ensure a smoother and more efficient experience. read more

Great location as it's in a shopping center with great retail stores, super market and restaurants, so plenty of parking in a way. Staff is friendly but VERY UNDER STAFFED . Expect a long line most days! Otherwise, you have your standard post office services with drop off boxes, counter, and passport services. The self service machine is no longer an option as they've taken it out. The beauty of this location is that it's open until 7:30pm on week days so read more

Town & Country Postal Store - Lobby with directional arrows - Post Offices Near Me - Kendall, Florida

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oh my goodness... if you walk in here and see RUBEN pleade run the other way immediately. what a nasty, rude and petty man. God help you if you're 3 min late for a passport appointment. He did everything in his power to make us (along with others) wait. like a true power trip. I was beside myself at how petty he was. made a lady get in the retail line just to tell her she was late to her passport appointment and had to wait for him to finish with the customers and IF there was time he could help. if not she would have to come back I won't be coming here anymore (been here twice and never received such disgusting service). thankfully Zeida was there at the end (although I wondered why she hadnt come out sooner) and helped us out. read more

OMG i don't do this again but if ur cuban don't go in his shift he won't help won't talk to you he willlll ignore you to death if he could, worst behavior looks like a 3 year old rolling eyes and talking back instead of trying to help craziest thing i wasn't alone my family was there my parents and lil brother people like this with his condition should be working in costumer service ..... read more

Town & Country Postal Store - I never do this but This guy had the worst costumer service behavior and attitude towards me and family while trying to get our passports. - Post Offices Near Me - Kendall, Florida

Poor customer service. Zeida was extremely rude and unhelpful, definitely does not care to help or answer and questions.

Worst service ever, incredibly rude for no reason. Unwilling to help and just plain nasty, the lady and the young man, completely unacceptable they treat you like you're an animal, people with such behavior shouldn't work in customer service, they should be fired. I've come across many reviews stating the same things, something should be done by the manager. Horrible service read more

I needed to renew my kids passports and not wanting to send the expired ones by mail, I chose to do it in person at the post office. I made an appointment and showed up today with the forms, pictures and fees. It was a pleasure coming to this location as the gentlemen that helped us was gracious and when I had filled out the wrong form he didn't get upset. He walked me through some of the questions that I wasn't sure about. I definitely recommend renewing passports this way if you don't need them right away. According to the agent we should received these in about 6 weeks. Make sure that you make an appointment as I am not sure that they will see you without one. read more

I was dreading my trip to the post office, it is always such a hassle! You drag yourself there only to find the biggest line, in the smallest space and to be service by people who are rude! But, when I came in I was surprised. I know it is only a post office, but it is big! The store was clean, everything was organized. The line moves pretty fast, so you know they are efficient and he attention was great! You can find it in the beautiful Town and country mall, which is right off the turnpike, you can't miss it. Super conveniently located near a Publix and the UPS store. Now that I've found this post office I might actually enjoy sending my packages every so often. read more

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Great little location! I have been here twice for passports, first for myself a few years ago and most recently for my daughter and husband. The process was smooth and efficient. I was taken right on time for my appointment and was in and out in 15 minutes for two applications. Of course it helps if you come prepared. The staff can only move so fast if people are not. I happen to be super organized so I had everything in order and ready as it was requested. I think the lady loved me, lol. They also offer passport photos at this location, but you can also get your photo at the CVS located just a couple of stores down. Overall a great experience and I will definitely come here again for future passport or postal needs!! read more

7/24/14 The secret is out, the reason why USPS is going out of business, is the horrible, disrespectful and nasty attitudes most of the people who work there have. I went in to ship a simple small box, and the nasty lady tells me," you need to bring it back taped up or you can buy tape here!!!!!! Are f@@@ing kidding me, who charges for tape! I didn't answer her, just took my box and walked away. As I was leaving the same lady projected her voice ( the place is full of people,) and said " well, with that attitude"so, I turned around at the door and gave some that "attitude", by responding "you B@$& back to her!".... I can't wait till they shut them down or replace the employees, it seems every USPS has clones of that lady working for them. I went over to UPS next door and the guys were amazingly helpful and they don't charge for TAPE! read more

They wouldn't let me pick up a package I had requested to be held for me after they missed the delivery and left a notice I went to the post office & waited in the extremely long line & then they said I had to go around the building to get my package I went around the building and then was told to go back to the other side to a side door and ring a bell The bell was out of order and a sign was up saying to go to the front I left without my package and very frustrated with the lack of any assistance whatsoever from the incredibly inept staff read more

It is too bad that there is not an option for zero stars. I visited this Post Office a week ago with 2 Priority Mail envelopes and 3 regular envelopes. Each contained a check. They were addressed in typing very clearly and meticulously. The postal worker was African American. I attempted to ask about the delivery time for the Priority Mail envelope that was only going a mile away in Miami. She stated that she would not answer my question because I was not Black. Seriously? When I attempted to ask again, she stated that because I asked a question, she would sabotage my letters so that they would not arrive on time. Unfortunately, she made good on her threat because my Priority Mail letter going to another address in Miami is now in Nashville with no indication of when it will be delivered. It was time sensitive. My 3 regular envelopes, with checks are still missing. This means that I will have to stop payment on those checks at $50 each. And I will have to take another day off to rewrite letters and checks and visit a Post Office. Meanwhile, the checks will be late. The bank will notify me if someone other than the intended recipient attempts to cash the checks. There needs to be some reassignment or retraining for this employee - as firing is not an option with the USPS. read more

Manager Michael was so helpful and explained everything to renew my passport! Great customer service !

The rudest employees I've ever encountered in my life! I was with my baby and waited in a long line to send back a package from amazon I asked the lady on the counter which slip should go in the front of the package and she replied "I don't know read the instructions" obviously if I'm asking it's because I've read them and I am confused. I also asked to borrow the scissors and she replies you can buy some along with the tape. Nasty and rude responses maybe I would have purchased it if she was kind and explained things nicely but she was being so rude I just walked out. I also overheard another employee tell a customer read that paper over there or go online I need you to leave the counter space when she was just asking how to make an appointment for her child to take a passport photo. The manager should be ashamed of how their employees speak and treat others! Wish I could give them ZERO stars. Worst experience no wonder everyone just uses UPS instead. read more

the people that work there are super nice but now three times in the last 6 months I've dropped a off mail in the mail slot for a piece of mail literally going across the street and it's taken more than 10 days to get there. WTH is going on over there. read more

Great service!! They make it easy and fast for you!!

I went to apply for an american passport and they treated me very bad. It was raining and I made it to the store. Even though I got there on time, they could not take my application. Very bad experience with the two ladies there today at 3 PM. Not recommended. read more