LOUISVILLE, Ky. (WDRB) -- Bins of undelivered mail, packages sitting for months and so many delays caused Louisville to be the only city in America to trigger four separate federal audits of its postal operations.

That's what investigators with the U.S. Postal Service Office of Inspector General found when they examined Louisville’s main distribution center and three local branches.

The newly released audit reveals more than 100,000 pieces of mail were delayed at the Gardiner Lane processing and distribution facility — some dating back to January — along with widespread staffing shortages, missed scans, and late dispatches that left customers frustrated and waiting.

"It takes forever for my customer to receive [their package]," said Cindy Charles, a retiree who still runs a small business in her spare time. She's no stranger to the issues that have plagued Louisville’s mail service.

"I count on it and work hard to do my end of it," she said. "The customers, in good faith, purchase and pay for them and expect their product. I put them in there, cross my fingers and apologize when they don't get there in a timely manner."

Charles isn't the only person experiencing consistent delays. Countless others across Louisville have reported missing or significantly delayed mail. Some can even see online that their packages are at a local post office — but still can’t get to them.

"I came to ask them if I could get [the package], and they said you can’t get it from the distribution center, so I just have to wait," said Robert Lewis, a frustrated customer.
Asked whether this was the first issue he’s experienced, Lewis replied, "Oh no, they’ve been terrible. I’m trying to be patient, but my patience has done wore out a little bit."

Those delays — which many residents say have persisted for months — caught the attention of the federal government.

In January, WDRB Investigates obtained video from inside the Gardiner Lane distribution center showing bins full of undelivered mail. At the time, USPS blamed the backlog on winter weather. But many customers said the problems existed long before and long after the snow.

In April, the U.S. Postal Service Office of Inspector General launched four separate audits in Louisville — one at the Gardiner Lane facility and others at the Pleasure Ridge Park, Middletown and Iroquois Station branches. While the Gardiner Lane audit focused on mail processing efficiency, the others examined delivery operations and facility conditions.

At the time, Louisville was the only city in the country with four active USPS audits underway simultaneously.

The report released June 5 outlines problems in five key areas: clearance times, delayed mail, late, canceled and extra outbound trips, scan compliance, and facility safety and security.

One of the most significant findings was that on just two days — April 1 and April 2 — more than 112,000 pieces of delayed mail were identified at the Gardiner Lane facility. Some of that mail had been sitting since Jan. 30.

Auditors also found 177 Priority Mail Express packages that were not dispatched on time and were never properly reported as delayed in USPS tracking systems.

Here's a summary of the April 1 and April 2 audits:

  • 112,864 delayed mail pieces at Gardiner Lane
  • 14,277 delayed mail pieces at at PRP.
  • 8,051 delayed mail pieces at at Iroquois.
  • 1,327 delayed mail pieces at at Middletown.

The Inspector General cited short staffing and mail processing issues as the primary causes.

The report found managers failed to address the problems — but now say they’re taking steps to resolve remaining issues and correct practices at all branches.

To see a copy of each report, click here.

Related Coverage:

USPS Inspector General releases audit reports of Louisville distribution center, 3 branches

Louisville USPS plant takes on more mail from 3 other cities despite federal audit

Louisville USPS employee says morale is 'very low' as inspector general audits 4 local branches

USPS Inspector General conducting 4 simultaneous audits in Louisville amid ongoing mail delays

Louisville congressman says USPS admits it hasn't been transparent about mail delays

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