U.S. Passports & International Travel - Westgate Postal Store

Kymberli C. 8 months ago

I visited this location to send off for my passport renewal with a name change. The location itself was easy to find and upon entry there was no wait. I explained what I needed and was handed the application to be filled out. I completed the application, then got back in line with a clarifying question about the name change. Kevin assisted me first and was decent but explained they only make sure the application was filled out not provide any other information about the difference between an expedited application and a "regular" one. He provided an envelope and wrote the amount ($130) I needed to get a money order for and to make it out to "U.S Department of State". I took that envelope back over to the main line and was assisted by Andre. He was lackluster in his delivery, not friendly at all. Money orders are cash/debit card only. He provided the cost of shipping, I paid and the process was complete. The entire process took about 15 minutes total. There was no guarantee on when I should expect my documents and renewed passport just that it would "be quick". I don't forsee any plans until December so based on their assessment I should have it back well before then.

Jennifer Dupree 3 months ago

My family and I visited this office on Monday (3/16) morning. I waited in line for over two hours to be seen only to be met with the worst attitude by the employee working station 2. I expected a wait, that was not the issue. It was the fact that the worker continuously made things more difficult for my husband and I to get our baby’s passport. The entire time we’re at the counter he was making one parent sit down with the baby, meanwhile there were larger families at the desk beside us throughout our time there. Meanwhile he’s also expecting us to know everything such as we needed to have the car seat inside for the photo even though our baby can sit up on her own (however, this was not mentioned until it was time for the photo and he was annoyed we did not have it ready to go.) I, then, had to renew my passport to which he tells me to take it over to the postal side and “they don’t do renewals over here.” He said him giving me the mailing envelope was a “courtesy they do” but that they won’t do the renewal send out. Mind you, this is the PASSPORT OFFICE and out of the entire time I was there, I did not see a single person walk with their envelope to mail on the other side. I went over there and the poor woman was working alone and had a line and a half. She proceeded to tell me I needed the money order and she didn’t understand why the worker on the other side was being so rude because this was not a part of her regular role. I went back over to ask him about all of this confusion and he was actively complaining about “the family with the baby annoying him” to someone that was behind us in line. Someone that was DOING A RENEWAL - yes, I heard them talking about it. So not only was he rude and refusing to do his job, but also SO unprofessional. There were many other issues with this interaction but the review is already long enough. Hopefully this man can get out of a customer service role and find something that brings him joy. This position is not it for him and I hate I ever had to interact with him in it.

Carey Westgate 4 months ago

We visited this location for a new passport application and a passport renewal. We made an appointment in advance and were seen promptly at our appointment time. The representative, Dawn, was fantastic - very professional, efficient, helpful, and accommodating for our two small children. Dawn quickly processed our application and photos while also single handedly managing the phone line and the walk in wait line. Five stars for Dawn!

Dru Nix 5 months ago

I went on a Tuesday afternoon and the experience was great. The person that helped us was a man named Joe. All of his colleagues where out to lunch at the time but he kept the business moving. There was a handful of people with appointments and a handful of walk ins. He treated everyone with respect, answered every question, and gave pertinent information when needed. I was in and out in no time. I wish more public service workers could be like Joe. I was so relieved to find a person that was personable, kind, and not angry with the public seeking services. Joe the DMV could learn a lot from you. This was a refreshing experience!

Ns 4 months ago

Passport for my kid only took 30 days – REGULAR processing!!!! Online appointment for Jan 14 booked on Jan 2– Good!!! Almost all appointments for 2 weeks ahead are filled but many available slots after 2 weeks. No line, No wait, GREAT!! but camera for PP picture not working (Not good), I had to drive to closest staples for pictures and back 1 hour wasted. GET THE PITURES AHEAD!! No line again when I came back(GREAT). 15 mins to do the paperwork write the checks and complete payments. GREAT!! Tracked the processing with given tracking number and received the PP on January 31st through the Snow and ice storms in Carolinas… Unbelievable and thank you USPS!!! Would have given 5 stars if the photo service was available but overall positive experience.