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Candle shop owner worried about reputation after customers' orders stuck at USPS processing centers in Texas

The co-founder of Upper Room Candle Company said her Houston-area customers are not getting their packages. Thousands are experiencing the same issues.

HOUSTON — A local business owner is concerned about her reputation after she learned her customers' packages have been stuck at U.S. Postal Service processing centers in Missouri City and North Houston.

Shannon Wilpitz, the co-founder and CEO of Upper Room Candle Company, said she didn't even know there was an issue with her packages until a repeat customer tipped her off that their package hadn't arrived. 

For weeks, KHOU 11 has been following the story about delays of packages through the Missouri City USPS processing center. Have you been affected? If so, email us at mailproblems@khou.com. If you have photos of the tracking, please include that, too!

Wilpitz did some investigation and learned it wasn't just one customer impacted but dozens. 

“It just would say in transit," Wilpitz said. "Two of the packages, including the customer that tipped us off, their packages had actually gone all the way to Dallas and back to North Houston in 24 hours."

Wilpitz said her Houston-area customers aren't getting their packages, but her out-of-state customers are. 

“The other customers that aren’t repeat customers, I don’t want them to think that’s how we do business,” Wilpitz said.

Wilpitz is not the only one who is dealing with this issue. In two days, KHOU 11 received thousands of messages from people all over the world saying they had packages stuck at USPS processing centers in Houston. 

USPS blames the delays on a networking update and said it's working to get packages out as soon as possible.

“As with any transition, some unintended and temporary disruptions may occur,” USPS said in part of a statement. 

U.S. Rep. Al Green and Rep. Sylvia Garcia have gotten involved and have asked USPS to make a customer service center to answer questions about delays. They are also requesting a tour of the two postal facilities.

Tracking the mail: Our stories on the postal delays  

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