Microsoft does face the persistent problem that users refuse to RTFM.

My recollection is that I never had any problems with mail merge or labels in Word 2003, because all of the necessary instructions are in Help files on any machine that has Word 2003 installed.

YOU have to prepare the merge-field to determine what is included in the address, and YOU must prepare the database so that the separate elements of the address are each separately identified in the database.

Excel is NOT the preferred database for mailing lists/address labels, but will work if set up properly.

The situation is somewhat different for Office 2007 & later since there's virtually NO HELP on your machine and you have to go to the web (cloud-based help?) for any details; but for Office 2007, the basic instructions are the same as for all previous versions but the buttons are splattered randomaly among the 5 to 7 tabs and the 70 to 90 butttons under each tab - (with new names in most cases).

Step by step instructions:

Create and print mailing labels for an address list in Excel at Microsoft Office Support.

The examples show a US address format -

<<Name>>
<<Street_Address>>
<<City>>, <<State>> <<ZIP>>

but you can create your own layout by creating your own Merge-field with -

<<Name>>
<<Bldg>>
<<County>>
<<City>>
<<Location>>
<<Post_Code>>

(or whichever other format you need)

The ITEM NAMES must be specifically and separately identified in your database, and each data item that you need to locate separately on the labels must be in a NAMED column. If they're not properly defined there you may be limited in how you can edit the formatting. If the Excel database is not set up the way you want, you probably can apply fairly simple global-replace (possibly multi-step with dummy markers), column splits, column merges and other gimmicks to rearrange (in a copy) the existing data.

If the database has ever been used previously, perhaps the user with the Word 2003 has a template that's been successful before, and just doesn't remember where (s)he put it.

Alternatively, the Excel spreadsheet can be imported (opened and saved) into any later Office version where it would be better worth your time and effort to learn how to do it as efficiently as possible.

John