INDIANAPOLIS – Currently, shipping services across the country are severely limited as the holiday rush enters its final week. Here in Indianapolis, however, people claim their packages are getting stuck at the United States Postal Service’s new distribution center at 5505 Brookville Road, near Emerson Avenue on the city’s east side.

Over the last week, social media has been filled with complaints with customers asking, “What’s wrong?”

One person told 13News their package had been sitting at the facility since December 2nd. Another person said it had been 10 days since they received an update from the mailman.

Ron Mathews of Brownsburg said he has been waiting for a package since Dec. 4. It made it to Indianapolis, but then traveled back and forth from Pennsylvania.

“It’s been back and forth three or four times now,” Mathews said. “All the problems seem to be the Indianapolis hub.”

And it’s not just customers. Companies also encounter problems.

“It’s just frustrating not getting clear answers. If we knew, ‘Okay, they’re all going to be delivered on December 23rd, then we could work with that. But right now we’re just in limbo,” said Graham Brown, co-owner of the United State of Indiana.

Brown’s store is located south of Broad Ripple, but most of their business is conducted online, meaning they often rely on USPS for on-time deliveries.

After Black Friday, the company shipped around 250 orders. Approximately two weeks later, these packages were still at the USPS distribution facility.

The company even posted a video on Instagram to alert customers to the issue.

“We put a lot of effort into this year to really stay on top of things and make sure everything on our end was really efficient and tracked really well. So it’s frustrating when a big problem arises,” Brown said. “I think this new hub in Indianapolis was not prepared for the influx of packages.”

Brown said in the last day or two he has seen some movement in packages for the first time. He said it looks like whatever was stuck at the Indy facility is now being diverted to the Chicago hub for sorting.

This is despite the fact that many deliveries go to addresses in Indiana.

“If we could drive to the facility, pick up all the packages and do something with them, we would. But that’s obviously not possible,” Brown said.

So is this a staff shortage? Logistical challenges? The post office wouldn’t say.

A USPS spokesperson sent the following statement:

“Through the significant progress the Postal Service has made under its 10-year Delivering for America plan – a $40 billion investment to modernize and revitalize the organization – USPS is meeting the challenge of peak mail and package volume growth year with expanded processing capabilities, optimized transportation strategies, improved operational precision and employee engagement across the country.”

When asked for further information specifically about the Indianapolis distribution center, the spokesperson told 13News, “I have nothing to add to the statement.”

To contact USPS about a lost or delayed package, click here.