United States Postal Service

Reviews

• JF

  J F

  Aug 18, 2026
  2.0
  The lady at the passport service is rude and unprofessional. Making unnecessary and unfriendly comment regarding mistakes on the form. She asked me to amend the form several time without clear instructions until we miss our appointment slot. Avoid this if you can.
• JK

  Jyoti Kabra

  Aug 14, 2026
  5.0
  Passport Application - We walked in for passport for our son. They only accept first 6 applicants but upon request they made an exception. Thanks to the team and specially Pawandeep who helped us with application.
• CH

  Chelsea H

  Aug 13, 2026
  1.0
  Very bad experience. It seems I encountered the same rude female passport staff member. She was impatient, sarcastic, and dismissive toward very normal customer questions. She mocked my DS-11 application as “confusing” instead of simply explaining what needed to be corrected. The payment process was especially frustrating. There is a passport fee and a separate $35 acceptance fee. When I was writing the check, I simply wanted to confirm whether the $35 should be included. Instead of answering a basic yes-or-no question, she repeatedly told me to read a long fee notice posted at the counter. When I asked again for clarification, she still would not answer directly and even told my husband to read it instead. If customers do not understand a posted notice, staff should be willing to explain the fee clearly rather than make them feel stupid for asking. She also complained about previous customers using Google to look up passport requirements and said people should not be searching for this information on Google. I found that comment very unprofessional and uncomfortable. Afterward, I looked through recent Google and Yelp about passport service at this location. **From the recent passport experience I saw, roughly 80% were negative and described what appears to be the same female employee or the same pattern of behavior**: rude, unfriendly, dismissive, sarcastic, or unwilling to answer reasonable questions. What surprises me most is that it has apparently continued for a long time without meaningful improvement. This is a customer-service role involving a complicated federal application process. People will naturally have questions. I strongly recommend filing a formal complaint with USPS: [https://emailus.usps.com/s/personnel-inquiry] You can also submit feedback to U.S. Department of State Passport Services: [https://travel.state.gov/en/passports/contact-support/share-feedback.html] Customers should not be mocked or treated with contempt simply for asking reasonable questions.
• JZ

  Jay Z

  Aug 4, 2026
  1.0
  I should’ve read the reviews before I make appointment for this location for my newborn’s passport application. This lady named Akila (all other reviews about) is really rude and have not courtesy at all. We made an appointment at 9:45 for my newborn(less than a month old) to get passport application, we arrive at 9:47(2mins late than appointment time) and she said we were late, we apologize and she then take a look at our form and point out few rows that seem incorrect and need a fix, which is fine, we step out the room and fill out the rows. She then take care the other Parties and told us she will help us if she got time, after few parties there are no more people coming and she is still open to work, but she did not tell us anything or let us in, instead she kept doing her own stuff until we explicitly ask her if she can help. She then said we will need to go back home and make new appointment or we need to wait here until afternoon when the walk in hour open up. This is happening after we waited 1-2 hours after our appointment time, and the 1 month old baby I is by the side(the lady know it as well) I just can’t believe how a person can be so rude and not being helpful at all when a parent is within a baby that is not even 1 month old. What kind of person is this, plus we are just 2 min late for our appointment time. I will highly recommend to avoid this location for passport service as I see other bad reviews for this location as well. I will try to see if I can report this complaint further to the management chain to help future customer and get this lady trained properly. —————-–—————-–—————-– Update in 2 weeks, I scheduled an appointment with usps location in Sunol, with the same form and materials, the gentleman worked in Sunol location was super friendly and efficient and took our application and complete within 5 mins. Once again, please don’t come to this location for passport service, I will try to call this location manager line and also file complaint in usps official website about this lady in passport window, very rude and not work on the job while taking government and taxpayer’s salary!!
• SS

  Scofield

  Aug 4, 2026
  1.0
  I would give this passport office 0 stars because of the extremely poor customer service I received from Acquilla. She was rude, unprofessional, and showed no empathy or willingness to help, and should get fired We arrived with our baby, who was less than one month old, for our scheduled passport appointment. Acquilla pointed out that one field on the application was left blank—the baby’s occupation. We had left it blank because a newborn obviously does not have an occupation. She insisted that we write “Baby” in the field and instructed us to leave the office to make the correction, which caused our scheduled appointment to be marked as missed. She then told us to wait for the next available appointment in case another applicant did not show up. We waited for over an hour with our newborn. When the next appointment slot came, the applicant never arrived, yet Acquilla still refused to see us, claiming she was “busy.” Despite having an open appointment slot, she would not accommodate us. In the end, we wasted over 1.5 hours and accomplished nothing. The entire experience was frustrating, especially considering we had a newborn with us. A small clerical correction could have been handled in less than a minute, but instead we were treated with unnecessary rigidity and a complete lack of customer service.

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