Purolator
Reviews and Complaints

Purolator has failed to deliver 11 times in a row.

We will never use purolator. These packages were sent overnight - extra high fees - with timely contents.
Hey - purolator — that is why we pay the huge extra fees... To make sure that you deliver as promise and as expected.

Due to purolator 100% failure rate to deliver. Oh yes.in each case someone was at home waiting for the package.
Purolator never attempted delivery. The driver just came to the door and left a sticky note with the bold lie - delivery attempt made.

There was never a ring of the door bell nor a phone call, nor a knock on the door. Never once.

I saw the driver one time and asked him why he did not even attempt to ring the door bell. His answer - "no time to wait", an other time was "can't be bothered to carry package (less than 1 kilo) - then no one answers the door.".

With such a horrid track record of gouging for services not rendered, and lousy customer service. We always call purolator if we now a package is to be delivered. We always emphasize.
1. Be honest and truly deliver
2. Knock and/or ring the door bell
3. Phone if no answer - we might be in back yard
4. Leave package at the door no signature required.

Purolator has failed each and every delivery in the last 2.5 years.
They even left one package of legal documents - signature required - at a local gas station and variety store!

The average time to get resolution (for overnight) is in excess of 4 days requiring over 3 hours on the phone and online.

The online - is useless. It seems that the online experience is meant to block people from getting a human being to address issues. The form itself is textbook case of what not to do!

Is this incompetence or are they purposely avoiding spending money on customer service. It seems to me that passing the buck and lying to the customer is their normal operating procedure.

Tell the world - do not use purolator. Quick to take your money - horrid at responding to issues. They have always denied responsibility for their failings.

One time they promised a $100 customer service credit - this of course was also a lie. After the so called manager or senior manager made the promise - but of course they lost that record too.

Purolator cannot be trusted - dishonest people, culture of lying, and not taking responsibility. I am sure it starts at the top - driven by greed

My gut said don't use Purolator, but I did. I needed to get very important documents from Winnipeg to Calgary the next day by 10:30 am. So I paid the extra money only to have a so called mechanical delay which caused the documents to be delivered in 2 days. I asked for a refund and they said that mechanical delays are non refundable. I deal with companies all over the world and this is the worst customer service I have every come across. This is the last time I ever use this courier.

Our parcel was dropped in our Driveway without a knock at the door. 3 people home and I was looking out the window when he dropped it. 2 people in the truck. The box clearly labeled fragile is full of holes and torn. The box is also labeled 2 people lift and the man didn't even use a dolly to move the box. The contract holder didn't get out of the drivers seat. His name is Don Carlson

Absolutely Garbage
I was shipping some shrimps. Paid for 1-day express service. Put it in a box, and label it live fishes.
The package didn't arrive. No one contacted us. 2 days later, after calling them 10 times. Someone answered me and say they dimmed the package was a dangerous good, so instead of putting it on the plane, they put it on a truck to drive it all the way from Toronto To Alberta and it will be a 5 business day shipping instead.
Give me a [censored]. If they think it's dangerous and it won't go on the plane, give us a call and ask us what we want to do. Instead of making a stupid decision for us. My shrimps will die if it has to travel 5 days.
SO STUPID. I don't know what their process it, but don't make the decision for me like that. I paid for 1 day express shipping for a reason.

On April 24/18, a Purolator driver delivered an expected package (tracking information below). At same time, our house guest noticed someone at out front door pressing the combination lock buttons. Assuming it was a family member entering she simply waited. But after a second and third (unsuccessful) attempt she feared it was an intruder. She immediately went to the window and saw a Purolator driver leaving the property and enter his truck. The attempt of opening the combination lock is an illegal attempt to enter our home and request that Purolator investigate and, if possible, provide an explanation.

Tracking # [protected]

Resolution: None. Purolator e-mailed back to say someone would contact me but this has not happened.

Hello,

I have asked Purolator in Sudbury, ON, Canada to send a package to Iran and they were not able to do it and after a long time they returned to me. however, te package was broken and was unusable. I made a claim and after several days, they told me we cannot refund you even I have sent the picture of broken package to them. To make a long strory short, I have payed full amount to deliver package to Iran and also they take me the return cost to me for a broken pachkage. Thios is totally unfair and I cannot how to take my rights. They didn't delivered my package and also broken it and at the same time they charge me two time.
I would appreciate it if you could assist me.
Thank you.

Best regards,
Mostafa Torabi
[protected]@gmail.com

Subject:jfv247605482+jfv247605483 +jfv247605783
Hello,
My name is amanda lakeram, my tracking numbers are listing in the subject line of this email.
I am not pleased with the service I am receiving from purolator today.
I am 6 months pregnant, waiting for a shipment of baby furniture.
I drive a standard 4 door car and was told today by a customer service rep danielle that she is unable to provide a time slot which I could ensure I am hope to sign for my package.
And if no one is home then I have to pick it up myself…
This is infuriating. I would love for someone to explain to me how this seems possible..
I am supposed to pick up a crib and dresser on my own?!?!?! That's a joke!
Or if not. I am expected to stay home from 8am to 8pm and wait.
I work 5 minutes away from home and could easily be home to sign for delivery if there was a proper window assigned for my package to be delivered.
After 11am… after 2pm… after 6pm. But no I just get "sorry I don't know"
Is this not a multi-million dollar company im dealing with? And there is no way to contact the driver or whoever plans the drivers routes to give me some kinds of approximate time?
Im sure I wouldn't be compensated my pay if I have to take an entire day off work to sit home and wait… opposed to just a few hours..
As I mentioned before I work 5 mins away from home.. I requested a call from the driver so I can meet him there to sign.. To top it off this is not possible as the drivers dont carry phones.. I call [censored].
I wish I had an option when I made my purchase to use a different company!

Hi there,
Here's my story. I was expecting that my package will be delivered thursday (April 26). So that morning, I kept on checking the online status. I was hoping that the delivery truck will come before I go to work. I decided to send an email to customer service and asked if there's a possibility to contact the delivery and I gave my tracking #. I just wanted to ask what time they will deliver my package. No one answered but it was ok and just let it go. So next day which was Friday, we are supposed to pick up the package in a location here in Calgary. My husband called the branch to confirm if the package was there and they said the package was there and ready for pick up. But to his surprised, when my husband got there, he was told that the package was not there anymore and reschedule for delivery. So I called the branch and said I didn't reschedule a delivery. But according to them, that somebody called which we dont know who.
Also, according to them, there was nothing they can do and they didn't know where the truck took my package and told me to call the customer service line and so I did. The customer service agent was very symphatic (with all honesty, purolator's CS agents are all pleasant and polite) and told me to go to the Sort Facility coz the delivery trucks are parked there and I can pick up my package from there and so I went there(the same day). I rushed to drive in Aero
Drive here in Calgary after my work. And to my surprised again, the staff told me that I can't pick up my package because they dont have an access in their sort facility. I almost
lost it but I controlled myself. Trying to explain my side to your staff. Again, I was told that somebody called and reschedule the delivery which I did not nor my husband. My point is, the package is under my name alone and I verified the tracking number and my name. I tried to explain to them that we did not call to reschedule and I was told to go to their sort facility and I can get my package from there. I rushed to go there after work and I got there 7:23pm and they were only open till 7:30pm.I felt right away that those people won't try to help me, they probably wanted just to go home which I understood. Or maybe they really don't have access. The staff said she'll
leave a note for her manager but she can't guarantee that I will be able to pick up my package on Monday blah blah blah. And so, we went home and I was able to check my emails around 8:30pm. I have an email from a customer service around 11:02 am, saying he reschedule my delivery (which I never asked, I only asked if I can contact the delivery guy and I got a reply more than 24 hrs after I sent my email). Now I know, its all miscommunication. What a very stressful friday. I never had complaints about Purolator before till now, we used purolator at work everyday. I'm just saying and hoping, this won't happen again.
I guess I should wait a few more days before I can use my new TV.

At approximately 11:30a.m. at the intersection of Burton Street and Kathleen this purolator vehichle was making a left turn onto Kathleen Street I was coming up Kathleen heading towards Melvin street .Behind me was a transport, Now this driver could of and should hve waited for both of us to pass by but instead drove out and made me slam my brakes on and nearly get hit by the truck behind me .than again at the intersection of Melvin and Kathleen did a rolling stop and nearly ran onto another vehichle.im sure Purolator does an exhaustive search on the drivers they higher but this one you guys clearly dropped the ball on.3 seconds is all it took for me to clear that intersection but I guess this driver is either being pressured to rush or has the mentality of a newborn. I am just grateful he was not in anything larger .

We are located on De Serres Street, in Terrebonne, delivery truck passed our street 3x times, 2x of the times didn't do his stop sign. Driving really fast. This is a residential area. This hapenned between 2.00pm and 2.10pm.

Truck NIR - 50035-2

Please discuss speed limit 40km and needs to slow down and make his stop signs. There are several home daycares in the area.

Sincerely

I placed an order on Amazon which I paid for 2 day express delivery through Purolator.

Not only did it not arrive on they day it was guaranteed to arrive, it didn't arrive the next day either, apparently due to weather, but the weather was gorgeous. When called asking where the product is, I was told it wouldn't make it due to a weather issue and would be delivered the following Monday, which would then be four days late. If Purolator can't guarantee their deliveries, or their driver's can't keep up with their deliveries, or maybe you don't have enough drivers, maybe you should learn how to manage your services.

Not only did I get no real explanation for the late deliveries, except for it will be delivered Monday or I could come pick it up. Considering I pay for delivery why the hell would I come pick it up.

Unfortunately, the company I purchased the product from lost out on a sale and a formal complaint has been provided to Amazon.

Tracking No. DCM004765832
Original anticipated delivery date: March 15 at 8:00 p.m. (nothing)
Had to call to find out what was going on
Second deliver date: March 16 latest by 8:00 p.m. (nothing) stated it was on the truck to be delivered on the 16th and would be delivered today. Then saw a message not delivered due to weather. The weather in Edmonton was cloudy and 2 C, no precipitation, and Wetaskiwin was sunny and clear. where weather came into play I have no idea.

I was then told it would be delivered Monday 19th - four days after the guaranteed delivery express date.

When speaking with your representative, I go dumbfounded silence, and absolutely no explanation for a two day delay, but as stated above, I could come pick it up from the depot. Seriously, I paid for delivery, what a dumb suggestion.

Unfortunately all the information such at tracking information and messages, locations of package I could not download, but I have it all saved, in case I can send it to you in any other format as it is in a word document.

I honestly cant say that I can recommend Purolator to anyone.

A solution this for me would be you pay for the product I ordered, considering the amount of frustration and lack of any solution or explanation to the service received was not given.

 

Bls international sent passport and visa through purolator. When we got the tracking number. We found out that the parcel was received at 0742 at halifax. The office didn't notify with the problem till 1530. Ehen we checked the site it was said that verification of the address needed. It was as important as a travel document along with passport. Still not responsible to let us know as we paid for food pick up. We will revive only on monday and not tomorrow. We need to travel with the baby to go and get it from the office.

Hello,

I'm filing a complaint about my services received today.

I've been tracking my package online, as I always do, but my package was not delivered. Not even a slip. Went to the office and received the worst service ever. This lady was working alone and obviously overwhelmed by the amount of work. I understand she was overwhelmed but this is the company's fault for not having another worker helping. Unfair for the customers to receive horrible service because lady doesn't like her job.

Hire another staff member to help this lady or hire someone who can handle the job so Thunder Bay can have decent customer service.

2/2/18 - I was notified that my package was to be delivered that day, I left work early in order to be home for the delivery. I waited, the delivery never showed up. I contacted Purolator, and was told an investigation would be opened and that I would be contacted about both what went wrong and when I would be able to expect this package.

2/5/18 - The first time that I hear from the customer service representative is to be told that the package is about to be delivered, this is around 10AM. I'm not home, since I was never notified that this would be the day for delivery, and as such I miss the driver. The driver does not leave a delivery slip, so even if I had the means to go and pick up this package, I wouldn't be able to. After repeated back and forth with the CSR, I finally got her to reschedule the delivery for Thursday, 2/8/18

2/7/18 - It snows, however all roads are plowed before 2/8/18

2/8/18 - This time my fiancee is the one who stays home waiting for this package. The tracking is updated to indicate the package is on the truck, however, yet again, the package does not show up.
2/8/18 - I contact Purolator again, and am told that they didn't deliver due to weather. That they will deliver tomorrow, but that they have no idea what time. I tell the CSR that it needs to be in the morning, since I can't keep taking days off of work to wait for a package that does not show up, and the CSR says that the best that I can do is to call in the morning and they will try to get in touch with the driver then.

2/9/18 - I call in the morning, and am told that the package isn't even on the truck, but that the delivery driver will call when it is. An hour later and still no information, I contact Purolator again, and again, no the package isn't on the truck, I have to wait until 10 to find out if they've even bothered to load it onto the truck. So I'm missing work, again, in order to wait for this delivery.

What I would like if for Purolator to 1 - actually deliver my package, or at least be honest about when they are going to bother to try and 2 - to never receive another Purolator package for the rest of my life.
I've been in contact with Amazon and will continue to update them, as this reflects poorly on them as well. Additionally, I'll be making sure that I personally never use Purolator again, and push for my work to avoid Purolator at all costs as well.

I honestly don't understand how this company is still in business, they are the absolute worst. I would pay thousands of dollars in shipping if it meant I never had to deal with Purolator again.

I was supposed to have my order be delivered as "same day shipping" called the company and they confirmed I would receive on Friday, which I did not. I called Purolator and they told me I'd have it on Monday, I did not. They mentioned that it went on the truck. Then today - Tuesday they tell me its been sent out when I called them at least three times to have it held because I cannot wait for them to waste my time. This package was needed for a project - I am a student. Disappointed and angry with how lazy and unprofessional they are. For more than three days the package had been on a truck and they didn't think of taking it off. Now I have to wait today, who knows if I actually get my package early enough.

All of a sudden there is a "Weather or Natural Disaster" issue in Langley today? I am really glad that Amazon has their own delivery service. It might be a bit harder to track but at least they are mostly reliable. Any time they use Purolator I just assume it will be late. Not only late but late due to some non existent made up excuse. Today is the 24th of Jan 2018 and my tracking indicates my package which was supposed to be delivered today will not be due to "Weather or natural disaster" issue. There is no bad weather between Langley and here and the only natural disaster was the possibility of a Tsunami hitting Vancouver island a couple of nights ago that never actually happened.

So once again Purolator has failed for no apparent reason other than they just can't get their crap together.

I really wish Amazon would just stop using them altogether or at least give us the option not to use them.

Carl

This package sat at a depot in Penticton for 2 weeks. I do not live it Penticton and I cannot pick up the package there. I made this very clear to the person at the depot in Penticton on December 29th. I specifically told them that I wanted the package delivered to my house and I made sure they had the correct address. 2 weeks later they still had not delivered it. Furthermore, I spoke with Melisa L on a Purolator chat line on January 10th. She told me the package would be delivered on the 11th. The package was not delivered and the tracking report said it was due to weather. This is the same excuse used 2 weeks earlier. The weather had been very mild for the last 2 weeks. On January 11th there was a temperature of -4 C and light snow. This can be confirmed by Environment Canada. The roads are plowed every day and have been very good. For Purolator to claim a delay due to weather, not once, but twice is nothing but a pure lie. In the end I told them to send it back. They never did deliver the package. How can such a company stay in business?

On Jan, 9th my package was delayed for 3 times. I was very upset about it. They always said that due to weather, that was the stupid reason. Tracking website is updated late. I also emailed them but I did not hear anything back. I'll never buy something online that ship thru Purolator again. Worst experience in my life. Online shop better to choose carrier like Canada Post or FedEx.

On Dec 8th, 2017, I received a notice that Purolator tried to deliver a package. It now would be available for pick up at the warehouse after Dec 11th. I called on Dec 19 to the 1-800 number to ensure my package was still at warehouse. After being put on hold several times, the very helpful agent informed me that my package was scheduled to be delivered again that day. He explained that a company contracted by Purolator would be making the delivery that day. He said that if it did not come that day I should call again.
Fast forward and still no package. I contacted the tracking specialist who told me that my package was delivered on Dec 11th, GPS shows the contracted company was on my street on the 11th and a signature by me. I was not home that day so the signature can not be mine. Because of this, no further action by them will happen and my file was closed. Had to escalate it to manager who still denied any further action. When I bring up the phone call, the agent said that the information that was given to me was wrong.
The only help they offer is that I should contact the sender and have it re shipped.
I have several emails to document this but it is too numerous to attach.
Reference is [protected] CS-6639851

I am at a loss even as to what to write concerning my experience with Purolator. My father ordered Christmas presents shipped in several packages valued at over $1000. Purolator delivered them to the wrong address and is refusing to admit responsibility for their mistake. We have dealt with several "investigators" who have been rude and disrespectful. The claim was taken over by the company who shipped the items and they denied them as well. Purolator delivered all of our packages to the exact same address but on the wrong side of town! The tracking information shows that it was delivered to the wrong address, the people at that location say it was delivered there (it was apartments so they thought it was someone else's packages but saw them all there until they disappeared), the driver admitted to delivering it to the wrong address, and yet Purolator continues to deny any responsibility. It appears that as long as they deliver to any location, they are no longer responsible, even if it is the wrong location. I am so frustrated at the bullying by this company! And that was how we spent our Christmas vacation :( Shame on you Purolator.