Purolator
Reviews and Complaints

We have a business in town that requires Purolator delivery during our open hours. Since Purolator changed drivers the past couple of months, none of our deliveries are delivered to our location. They are dropped off randomly at other locations thru out the town and we are expected to find them and pick them up. We see Purolator drive by our business during business hours and they do not deliver our parcels. We had a pickup wait 1.5 weeks before being picked up after multiple phone calls. This is unacceptable. If Purolator cannot keep up with the deliveries than they need to get additional trucks and drivers to meet the consumer demand.

Horrible horrible horrible delivery/customer service! I placed an order on Thursday the 11th... was told to expect the package in 2-3 days... figured Monday would be the day seeing as covid is happening and the weekend and all... Friday at 1, the 12th I get a call saying there is a package for me... wow 1 day... great, but im not home so it will have to go to a local pickup spot... by 5:30 that night the package was still on the truck... Saturday I check the tracking info and it says "ready for pickup @ location xyz".. great, i go to this location, no package... not the lady at the pickup location checks the website and now the website says redirected... okay I figure nothing happens Sunday so I will check monday... the website says "attention receiver not available"... how could it not be available? its a business open from 9-5... i am writing this at 2:00pm and since 11:00am i have been on hold, hung up 3 times and still have not even spoken with anyone... virtual assistant is useless, doesnt understand more than 3 words phrases and there is none available to chat with online... WHERE IS MY PACKAGE

RE: Attention: Shelley Roose
Re: Your Reference No.:
Claim No.: [protected]-[protected]
Date of Shipment: 01/02/2021
Bill of Lading No.: [protected]
We are writing to advise you of Purolator's decision with respect to the above-referenced claim. We reviewed the claims documentation submitted and the facts available to us in relation to the shipment. After careful consideration, we regret to inform you that Purolator has declined your claim.

All shipments tendered to Purolator for transportation, including the shipment described in your claim, are governed by Purolator's published terms and conditions. These terms and conditions are agreed to by the consignor on its own behalf, and on behalf of the consignee and anyone else claiming an interest in the shipment. As such, your claim was assessed on the basis of Purolator's published terms and conditions, an excerpt of the Terms and Conditions pertaining to your claim is included. Full Terms and Conditions are available at www.purolator.com.
The grounds for declining your claim were as follows:
• The shipment was an "at shipper's risk" shipment. (See "At Shipper's Risk")
Please note that had your claim not been declined, Purolator's liability in this instance would have nonetheless been limited to $2 per pound or the declared value entered on the bill of lading (if higher).
We regret any inconvenience you may have experienced in relation to this shipment and look forward to serving you in the future.
Yours truly,
Purolator Inc.
Jennifer Boudreau
Purolator Claims Department
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
I sent 2 packages with contents that I gave specific details of the items to the Purolator people in Williams Lake, BC. Canada. I was NEVER advised that the items were "1. "AT SHIPPER'S RISK"
Certain articles are not well suited for Purolator's courier and freight distribution system and therefore subject to a high risk of damage.
For Courier Shipments
The following articles are only accepted for carriage as Courier Shipments at the Shipper's risk (i.e., Purolator will not assume any liability for these articles and will not accept any claims for loss or damage in the shipment of these articles):"

They said no problem, it will get there in 3 days and took my $198.80 to send - I had also asked if it would be kept in a cold area, and specifically on the truck, I had chosen the coldest week of the year to send. I was assured it would be kept on the truck till delivery and would be very cold. They never told me I was sending "AT SHIPPER'S RISK" items that Purolator would not cover if damaged, delivered late, etc, etc.
They also did not tell me that their drivers are unable to deal with ANY AMOUNT of snow enroute, including a small skiff on the sidewalk just after being shoveled. They also didn't advise me that they don't use the phone numbers to call the receiver or the sender if they encounter any problems or questions. And they didn't advise me they just don't really care about whether your parcels get there or not, or are damaged or not, that they just want your money and will lie every step of the way - I should have checked the 1000's of negative reviews online before taking my parcels to them! The office staff at Grande Prairie, AB also just lied through their teeth about the whole thing too - after finally discovering that the parcels were just sitting at the office (they said: because there was some snow on the sidewalk), and must have been purposely kept there for the full EXTRA 6 days UNDER A HEATER probably because I specifically wrote in caps "PLEASE KEEP COLD". The tracking was an absolute lie and totally unhelpful as well. The whole experience was as rude, dishonest and non-service as possible - except when they took the money for the shipment! but even then there were outright lies about what would be done to my parcels.

I was notified that my delivery is late after the time was showing for 8 clock
So I called around 8:15 pm to ask if is coming same evening or next day, the lady told me oh it's out for delivery I'm sure they are on the way
8:30 pm same night I'm getting e mail sorry we missed you and left you a not
There was no note or my package left on my doorstep or front balcony even my order didn't request signature! I called again same night and lady told me oh now after tomorrow you're going to have delivered
How is that possible since there was no requirement for signature why they wouldn't leave my mattress on the front and now I have to wait more time and if I'm at work it's going to be the same story all over again
Very disappointed in however was responsible for delivery especially false information about leaving a not or no one was home . I truly believe they were just late and couldn't make it that evening but why not be honest
Now God knows when they will be back I'm still mattresless

I had an item shipped less than 100km away and they sent it 3000km away in Alberta.

Tracking: VDJ030214768
Date Shipped: Feb 26, 2021

Tried to call them but after 3 hours on hold I gave up. Their online chat bot also was refusing to connect me to an agent.

- Package with important documents was supposed to be delivered yesterday( 25th Feb 2021) but wasn't delivered.
- Tracking website was updated early in the morning stating that package with tracking number [protected] was delivered yesterday at 2.10 pm. Though signatures were mandatory but it was delivered without them.
- Contacted the customer service and spoke with the Supervisor but no resolution.

Claim# 583470 - pin# [protected]

Claim was started November 2020. I have spoken with numerous departments including Stacey Bernard, Kayla Belliveau and Lisa Fraser. To date noone has contacted me to apologize for the damage that occured to my shipment, to advise who is responsible or to provide a refund. You have all records of my claim and explanation

This is a formal complaint and I demand to be contacted by a manager immediately

Anna
[protected]

Purolator seems to have a real issue with my address/deliver requests.
When ordering online & the supplier uses Purolator for deliveries... each time I have to make a minimum of 3 phone calls to customer support to get them to deliver to the correct location. It takes hours of my time and much frustration and unnecessary stress. The latest of several:
Jan 25 I called re HLH000301308 & confirmed a delivery address dropoff location with postal code T0L0K0. The agent read the address back to me & having called the terminal to confirm, said all was ok.
Jan 26 I receive an email from Amazon saying delivery delayed.
I called again & went through the same long process to explain my situation, being told the redirect/address change wasn't done the previous day as I had been assured. Let's go through the whole thing again. Now, that's done... How do I guarantee it's done? I asked. Get a Redirect Confirmation # & an Address Change Confirmation # - so I did: 13900122 and 13916063 respectively.
Imagine my excitement when several hours later I receive another 'delivery delay' email & upon checking Purolator website see "address correction - cannot deliver to PO Box". Why on earth would they now be attempting to deliver to a PO Box I ask myself? Is someone on hallucinogenics over there?
Yet another phone call to Purolator at 8:30pm, yeah I really enjoy this kind of evening entertainment... so the address change/redirect orders for which I have confirmation numbers, were not done the second time either. Brilliant.
Theoretically, they have now been updated and the package may be delivered...

Customer Satisfaction - At the very least, when you say something is going to be done, do it.

I would not voluntarily use Purolator given my experience of the past 6 or 7 delivery experiences; all a series of increasingly frustrating calls to customer service.

A young dark skin young 20-year-old female pulled up as an old man was crossing stripped line to get to clover dale mall she pulled up, blocked his way. He yelled hay! Cricket... I watched to see if he needs help with the walker climbing the curb, he struggled but was able to in 6 seconds, she got out he said "Thanks for blocking the ramp, she burst off and said ya your welcome. So I stepped in and said I understand where he's coming from you shouldn't park there next time and turned laughing. I have pictures of our Puralator truck license number and truck number, I was an inspector BTW. I will post if she's not fired. I have time, location and truck everything. Email me at [protected]@icloud.com I care about old people puralator doesn't? Thank you for doing what's right, no second chance is deserved for real.

There is a Purolator driver in St Marys that in my opinion drives way to fast on my street, there are kids around, not only that he blows the horn 2 or 3 times going by my house also and at the speed he goes by there is no way he's made a delivery. I work shift work so blowing the horn for no good reason has to stop. I do not know who he or she is so I would appreciate it if your company could get whoever it is to stop this behavior. Thankyou

Today, Jan 8th, 2021, my boyfriend and I were home all morning. I live in an apartment building, so they have to ring the buzzer to be let through the lobby door. The buzzer is connected to my boyfriend's phone, which allows him to answer the buzzer and then let the person in. Never did my boyfriend get a call today. At around 1:15PM I went out of the building to do an errand, and when I got back, there stuck to the buzzer panel was the "Sorry we missed you notice" It was time stamped for 12:41PM. My boyfriend never got a phone call, meaning they didn't even try to deliver the package. They do this every single time, it's so infuriating. I dread everytime I order a package and it says purolator as the deliver, as I know now they are going to waste my time, and force me to get a my own package. This is the worst "Package delivery" company out there.

I have been waiting for this item and checked the tracking regularly. Up until yesterday the item was only shipped and not yet "out for delivery" Yesterday afternoon the delivery status said to expect it between January 7-12th/ 2021. I still kept an eye for it yesterday though because sometimes I get packages early. Nothing ever showed up on January 5th and I went to bed after checking the delivery status that had not changed. I woke up this morning Jan 6th to find that the delivery status must have changed over night because now it said "Delivered" January 5th @1:47pm. Like I said, I was home all day and checking regularly both online and at my door to see if they had dropped it without knocking to let me know, as they seem to do more and more often. I have attempted to call Purolator here in Canada but had no luck contacting a human being and instead was repeatedly redirected to a useless automated system. Invoice / Facture
Page 1 of 1
Item
subtotal /
Sous-total
de
l'article
(excl. Tax)
Federal Tax /
Taxe Fédéral
[GST/HST/TPS/TVH]
Provincial Tax / Taxe
Provinciale
[PST/RST/QST/TVP/TVD/TVQ]
Tax
subtotal /
Sous-total
de la taxe
Total $266.08 $34.59 $0.00 $34.59
Invoice Subtotal / Total partiel de la
facture
$300.67
Invoice details / Détails de la facture
Order date / Date de commande 31 December 2020
Order # / Commande # [protected]
Shipment date / Date d'expédition 31 December 2020
Shipment # / Expédition # [protected]
Paid / Payé
Sold by / Vendu par ABES Inc
GST/HST # [protected] RT0001
Invoice date / Date de facturation: 31 December 2020
Invoice # / N de facture: INV-CA-[protected]-[protected]
Total payable / Total à payer: $300.67
BRANDON THOMPSON
176 OXFORD STREET APARTMENT 307
HENSALL, ONTARIO, N0M 1X0
CA
For questions about your order, visit www.amazon.ca/contact-us / Pour toute question concernant votre commande, visitez le site www.amazon.ca/contact-us

Hello,
I ordered a Christmas present on Amazon.ca and I paid for shipping due on December 14th. Purolator was selected by Amazon for delivery, and the package never had been delivered. I have a case and tracking number, but I barely can be in touch with Purolator staff. I have been assigned to a tracking specialist, and I called two different days, left a message, emailed him multiple times, etc. This is his answer
" Please be advised this was handed over to a 3rd party agent to complete the movement on this piece. This has been delayed due to the pandemic/ backlog. We will continue to monitor and close once we see it has been delivered. I currently do not have an ETA for this delivery . "
Still waiting for my package as of January 5, 2021.

Hello
Yesterday (Dec. 18th), I received my package, which was opened and wet when it arrived. The two books inside were all wet as well. Attached are the pictures. The Purolator PIN is [protected]. This package is a gift from my company (Legal Shield). I would like to get a new set or get compensation for the damage. Thank you.

I had a package shipped from Toronto on Nov 30th via Puralator. The package arrived in Edmonton on Wednesday, Dec 9th. On Thursday, Friday and Monday, I kept track of it and it was on the truck for delivery and every time, it ended up being taken back to the depot for rescheduled delivery. I called their customer service four times, waiting over an hour each time with nothing to show for all that effort. I have been instructed to fetch the package from their warehouse yet I explained to deaf ears that I use DATS (that's transit system service for persons with disability) and I have to book my trip ahead of time. I have no other means of transport to get the package from their depot which is located miles away in the west end of the city. I hope they do not treat all their customers the way they treated me and I do not think Puralator cares about their residential customers like they do with their corporate clients. In that same time frame, I have received multiple items via Canada Post with no single missed delivery attempt. I wish their was a channel to communicate with their executives to remind them about basic customer service and why it's lacking at their company.

I pre-ordered a video game which was supposed to be delivered on Dec 10. It then had to be rescheduled for the next business day, which is understandable given the circumstances. The package ended up never being delivered and the package tracker did not update itself.

I tried to contact their customer service to no success.

All I need is at least an update on my package. Was it lost? Did the driver encounter problems? Transparency is needed.

Thank you.

For the past 3 days, they have been telling me that my package is arriving on that day. I have been dressed and ready to run downstairs of my condo in case they get here. I am afraid they'll leave with a sticker on my door and get me to pick it up. On all of those 3 days, at around 8 pm, they say delivery has been scheduled for the next day. This is infuriating because I have not been able to get ANYTHING done these past few days waiting for them.
This company doesn't even answer your call. There is probably no one even there to answer. I have been wanting to call and ask if I can come and pick up my package but even after more than 30 minutes of waiting on the phone, they didn't answer so I hung up. I have called twice now and the same thing!

How in God's name are they still a thing. Why haven't they been out of business!? Why haven't they fixed any of the issues customers have complained about for years!

They ripped an important document right down the middle, almost in half. The document was well protected in a hard cover sleeve and box yet they took it out of the case and it looks almost intentionally ripped. I only found out when I received the package. No justice and customer support not only was rude but showed not responsibility.