Purolator
Reviews and Complaints

Delivery was marked "Shipment delivered at: RECEPTION". But it wasn't delivered, and it's a house, there is no "reception" nor anything near my house that has a reception. When I call customer service, I'm told that the delivery person "left it at the back entrance". My house does not have a back entrance. The "resolution" of the case being escalated with Purolator was simply to re-state the driver's claim and tell me the case is closed. No accountability whatsoever. I've had to open claims with the merchants to have items resent. They didn't sound surprised by this outcome with this courier at all and assured me they'd file complaints from their end as well. Purolator didn't even try, not even a little bit. The tracking numbers were KNA000000053 and DCM009065621. The case number I had them open was 8934484. Simply repeating what the driver said or telling the customer to go around asking neighbours is not an acceptable way of handling these complaints. Was home at the time of the supposed delivery, no one came by here. Went around the building and surrounding buildings shortly after the status changed to delivered, didn't see anything. If Purolator is so sure they did deliver this item somewhere, they should be the one to expend time and resources to correct the mistake - with some sort of accountability.

They lost my package and opened a trace case. After a month of tracing my document, this is the answer I get:
"our apologies, unfortunately all searches remain negative for this shipment. I will close this trace without a proof of delivery."

The document contains my fingerprints and very private information and you don't know where it is?! If a swindler find this document it could put me a very bad position. And I told purolator and the driver (the person who picked it up) that millions of times! And they still lose such an important document. And it was shipped to immigration canada (government), how could they be so careless of their work and lose such a document? It cost me about $300 to obtain that, I sent it to the police from abroad, went through many stuff to obtain the results, I went through all this just so they can lose my document?!

They cost me around $300 (I can prove that with my bank statements) and lost my 3 months which I cannot take back, I lost all this time and it was so important that everything should've gone smoothly and they destroyed everything for me!
Not to mention the stress i've been going through this whole time!

Do yourself a favor, never use their services, ever!

Case # 8395813 // pin [protected]

Tracking: RJM000070169

My package is sitting at their depot because the schedulers at Purolator had the bright idea to deliver in the wee hours of the morning when nobody is awake and/or when everybody is commuting to work. This seems like it was done on purpose just so they can deliver paper slips, why can't you deliver in reasonable hours like other normal couriers, it's ridiculous.

I am busy everyday and cannot take the time to head over to the depot to pickup my package. This experience is extremely frustrating, it is something I dread every single time an online retailer chooses you for their courier, I absolutely cringe every time your company's name shows up.

I tried to contact Purolator to re-attempt a delivery to my location as I would take the time in the morning to be home that day. The response I got was that they could not do that, Purolator, you are absolutely worthless.

A package was shipped to me via Purolator just after Christmas. My correct address is on the package and in Purolator's system. It was to be delivered on the day of new years eve. Instead their driver marked it address not found, requires address correction. I immediately called customer service and discovered the address was CORRECT, and was told that the package would now be delivered on Jan 2nd. It is now the 3rd and not only has my package not been delivered but the Purolator driver has again marked it address not found, correction needed on both Jan 2nd and 3rd. Despite having the correct address this entire time.

4 x confirmed my address with different agents and even through Amazon agent. My address is completely accessible, just a residence with no appartment, in urban area and we get deliveries from all other couriers without any issue. Ever heard of Google maps? Your service is totally mediocre It's UNREAL. How many more "address corrections" do you need? My package is already 5 days late when I paid for 2 day delivery.

Always a delay of service, never on time as per service level. Something is wrong with company and its ability to live up to its basic service levels. Businesses that use this service need to save themselves from this poor, lack of any any care service provider. Smooth business transactions are not just selling the product or service, its end to end to the actual final delivery. This company is not making that experience good for consumers who rely on the final delivery of those goods to complete a successful transaction. Its so bad with Purolator that I will not order goods that have this company as part of its service.

I don't mind going to your depot to pick up a missed delivery. However I don't appreciate getting a $50 parking ticket while doing it.

Because of a complete lack of signage as to where you can or cannot park and because your employees park in all the available spots in front of your depot, I parked in an area that apparently wasn't yours and was given a ticket for being there only 15 minutes.

When your employee on site was told about the ticket her reply was she got a ticket too. This shows me your office there is aware of the ticketing situation and did nothing to protect your customers. I wasn't the only one that got a ticket.

You may argue that it's the other company's responsibility or the parking company's to put up signage, but I think out of general good customer service you would install signs at the stalls or at least make a large posting on the office door to inform people of the ticketing situation.

I don't think I should have to pay this ticket. I have attached a copy for your reference. I would like you to resolve this ticket with West Park. I have written them to complain about the signage as well. It would be great if your companies can work out something instead of picking on hard working folks just going to pick up a box for Christmas.

It has been more than a week and I still have not received my shipment. My estimated delivery was to be Dec 4th and now the tracking page has not been updated since Dec 5th...

Furthermore, a representative left me a voicemail by the name of Vicky asking for the description of my shipment? Does that mean it is misplaced? This is ridiculous... I tried to call her back several times and left voicemails but cannot get a hold of anyone...

Extremely disappointed...your website said a delay of 1 to 2 days and now its been more than a week and I have not only not received my shipment but they have no idea where my shipment is...

When I initially ordered my supplies, I selected the option for it to be mailed by Canada Post because I have a PO Box, however when I got my confirmation email I noticed they went ahead and used Purolator.
I called as soon as I noticed to give them my physical address and the guy from their customer service team told me to call back with the address later when it says "delivered" on their online tracking so I did just that a few days later. When I did, the customer service guy tells me that I already called with the address and was quite rude and treated me as though I work for him and calling me a liar saying I gave them that address, which I did not. The address they delivered it to was 10 minutes from my home and they just left the package at a gas bar door step. I paid $45 for the contents that the driver just dumped anywhere because he didn't care. Thankfully vista print is reprinting the same contents and resending free of charge to the correct address

I have been trying to get ahold of customer support for 2 days now.
Stayed on hold for 2 hours and did not get connected to an agent.

Submitted an email and haven't heard back within 48 hours.

Tried using live chat and it is not online or keeps closing saying that there are no agents available.

So after 48 hours I am unable to contact customer service.?

My delivery has been on the truck, OUT FOR DELIVERY for 3 days according to tracking.
I received one of 2 items from the same shipment and have not been able to get ahold of anybody at purolator. I have tried all available methods of contacting them

Purolator has now held hostage 3 of my Amazon shipments. The driver cannot find my address and enters it as incorrect/incomplete address and there is a note online to please contact for more information. I have contacted them almost daily. I received 1 package about 4 days late and just yesterday I received one 11 days late and today they are still holding one and it is now 11 days late. My address is NOT incorrect. The issue is that Google maps is wrong and the driver goes only by that and doesn't actually look at street signs and house numbers or it would be very simple to find. No other courier gets lost. No other courier says that I gave an incorrect or incomplete address. But Purolator is useless and their customer service people keep telling me it will go out the next day... Still waiting for 1 at 11 days late. Pathetic. Amazon has been asked to never ever use Purolator again to ship to me.

I ordered a TV from Amazon two weeks ago. It was one-day shipping but Purolator never picked it. A week after the original order, Amazon realized it's not going to happen and created a replacement order.

This time the TV was picked up in Alberta and transported to Quebec. I check the status in the morning and it said "On vehicle for delivery". So I decided to stay at home to wait for it. Around 2pm, I checked the status again, and to my surprise, it became "Shipment refused or could not be delivered", although I had been waiting all the time.

I called their customer service. After about one hour's waiting on the line, I explained the situation to their agent, who was not very surprised. She even said it's probably because the driver did not have time to deliver every package so he just drove back to the facility. Apparently it's a common practice with them.

Amazon needs to stop using Purolator, things don't arrive on time and the tracking into is ridiculous. Picked up date populated 2 days after the pickup, now says it is in the Toronto sorting facility for the past 4 days. They are spouting weather, mechanical and heavier than normal volume is the reason for the delay.

Took me 1hr 20min to get through on the phone and was told that facility is behind 1-2 days and I should see an update by the following morning. Still no change and when I managed to get a Live chat agent I was told they couldn't give me an ETA. What a useless company.

Well a 2 day shipment may be delivered in 2 weeks.

On Monday November 26 I sent a package to Quebec from London Ontario. It was supposed to arrive there the following day. When I checked the tracking the number the next day all it says is "in transit" and "estimated delivery time not available". Now after calling customer service multiple times this week I still have no answers as to where my package is. It is extremely frustrating as this package is worth over $1500 and if it is not returned in the next 10 days I'm going to be out that money. I'm more frustrated that nobody seems to know where it is or have any answers as to what is going on! Every time I've called I've been on hold for almost an hour just to get through and be transferred to someone's voicemail. I will never use Purolator in the future and highly recommend that anyone reading this use another company as the customer service is awful and they clearly can't deliver packages as they promise.

We had a driver 'deliver' a package. He was extremely rude. I asked him why he was rude and for his name. I said your banking my door like your a policeman. He said ya... I have taser right hear an doing to his belt. He told me to give h back his scanner and if not he would call his manager. I gave it back. He took my package and left.

In shock of what happened I called customer service and got no help. They said I'm crying over spilt milk.

Ordered a package online and purolator tried to deliver it once and didn't ever tell me they didn't know the buzzer code or call me to say they couldn't deliver it. One month after the supplier said the package was delivered I still hadn't received it. I called purolator and they said they set it back to the supplier! They never tried to call me or deliver my package. Or leave a note so I can pick it up myself.

The gift was for my sick mother in law. Like really! Worse company!

I went to the Bayview location in Barrie to pick up my parcel as I wasn't home to accept my delivery.
I was told it was still on the truck but would be back at the location at 7:30.
I spent time at my son's only to return at 7:45 as my parcel is important.
The lady that first helped me (her name was ? Tilley) was extremely pleasant and did her best to help me get my parcel...
HOWEVER, as I was waiting for her to return, the guy at the counter said to me, ... is she helping you or am I? He says, you need to find out! Really, like the lady is gone to the back, I have no idea if she's gone to check on my parcel or someone else's..I said, I'll ask as soon as I see her...
He was SO RUDE, IGNORANT and precocious to say the least. He just kept sucking on his lollipop and actually told his helper...don't ever speak to me like that again...in FRONT of other customers...
He MOST definitely needs to be reprimanded and perhaps taught some customer service manners! If he doesn't like his job, I'm sure other people would appreciate a job! This CERTAINLY isn't for him!
It is so disrespectful to not only myself (the customer) but to his fellow employee!
I truly felt bad for Ms Tilley. She kept apologizing to me, and simply told her, it's ok but your co-worker is super rude to be at a desk helping people.
The next customer in line, just shook his head and said to me...I guess they hire anybody here!

There are at least 4 other dates but I don't have them recorded.
November 16, 2018
November 22, 2018
Client Name : A. Birkedal
I live in Maple Ridge. My packages are being left at the top of my driveway by my gate, by a lamp post or on the steps at the parking pad of my driveway. My items are soaked in Water due to the rain. I HAVE A FRONT DOOR WITH A COVERED LANDING. Yes our driveway is long. But if you have a professional driver driving a truck for a living they should know how to drive or back up or down a driveway. I paid for my items to be delivered to my door. If your drivers don't know how to drive a truck down a long driveway, then they should WALK the parcel to the customers front door. NOT LEAVE IT in the rain at the top of a driveway were the package can be stolen or damaged. This is NOT ACCEPTABLE. I have a front door key code for Purolator, to have my items delivered as we live in a rural area.
At this time, due to the lack of capability of your driver, I am in the process of Cancelling all my future orders as I can not trust your drivers will deliver my paid package/parcels to my door.
Incompetent drivers cost me money.

This has happened twice. The first time, the package arrived about a week after it was promised. The second time, I paid extra to have the package of documents sent via expedited delivery.

For both packages, the tracking information shows that my address was "incomplete" and needed to be confirmed. Both times, I called and was placed on hold (about 10 to 20 mins) and confirmed that the address on package is correct. "Must be a scan error, " the agent said.

The expedited package is a 3-day guaranteed shipment so I had the supplier call and ALSO confirm the address is correct. Purolator agent checked, agreed, and said it would be shipped on schedule. It says right there in the tracking information: "Shipment scheduled for delivery next business day."

However, the package was not delivered, it is a week later, and the tracking information shows that my (already confirmed) address "needs confirmation" again and cannot be delivered.

This is unacceptable.

Both I and the supplier have intervened.
Purolator and many other delivery services have delivered to my house before.
The address to my house is well-marked and clearly visible.
It is a quiet street with lots of parking in a central area in a major city
In fact, I received a package from Amazon on the same day the Purolator package was due to arrive.

I then emailed Purolator at their customer care email; they responded within an hour and said they would investigate and get back to me within a few days. I had high hopes! So I waited to post this.

Alas, it has been a week. I have not heard from them despite them promising to have an answer by today.

Meanwhile, the package is still in "Incomplete" purgatory and I am on hold AGAIN for an agent.

My theory is that they have a new fully automated and really bad tracking system.
And, furthermore, the Purolator tracking system appears to have limited options other than blaming the customer or supplier for the system's constant misfires.

Their lack of follow-through is disgraceful, especially since I paid extra to have the package arrive by a certain date, I confirmed the delivery and address the day prior, AND I waited at home for it. There appears to be no hope for human intervention.

The supplier already refunded my expedited shipping fees but I still do not have my package.

Tracking information:
First package: [protected] - received a week late
Second (expedited) package: [protected] - not yet received (one week late so far)
Reference number for the follow up request (where they said they would contact me by today) is CS-8434634.

I suppose the next step is to contact the supplier and get a complete refund for the documents since it appears I am unable to receive them, despite paying extra to get them quickly.

The driver never made any attempts to deliver my Ipad. I tracked the driver most of the day and even saw that he was one street over and left the neighbourhood. I have security cameras on my property, which also shows that he never made an attempt to deliver.

When I called customer service, they lied and said he attempted but once I told them that it was my Ipad and I tracked it all day and saw were the driver was at all times and including security cameras that clearly showed he never tried to deliver, they admitted the truth that the driver never made an attempt.

I then asked for a manager, to which I was handed over to Michael O'Connell and was told that he is a team lead. Once I explained my situation he looked into it while we were on the phone and admitted not attempt for delivery was made.

As my frustration grew with the situation and the multiple lies, I asked what Michael's last name was, to which he answered "I am not giving you my last name". He failed to realize that he needed to give me his email in order to provide a credit, which I have yet to receive. More dishonesty.

In addition and to add insult to injury, my Ipad was damaged in a few spots.

The commitments and the service is horrible and as a chamber of commerce member, I will voice my experience to my fellow business colleagues.

This is very disappointing!

I would appreciate hearing from a manager please.

Thank you!