Purolator
Reviews and Complaints

I got into a heated argument with the phone operator because the driver did not actually do the delivery. I was home all day and didn't see so much as a single piece of notice. On redelivery, they gave a notice with squibbles drawn on it that looks nothing like letters of the alphabet or any kind of digits, Roman or otherwise. Then the phone representative demanded that I read that to her and that she can't help me if I can't read. Well, what a nice way to discriminate against the illiterate, if I was one. And of course, it really was their employee, the driver, who don't know how to write and pretends that random lines are writing.

I have never had other delivery services ridicule me for not being able to read words from ineligible drawings. I don't want to imagine the discrimination I would get if my English weren't as good or if I was somehow disabled.

I realize it’s more common for someone to write a complaint than praise however in the case of Purolator, they really do deserve the criticism! Over the years, I have had many deliveries from this firm and their track record is average to poor. So today's example - Amazon delivery via Purolator. Status yesterday, on Purolators' web site, "on truck for delivery". It never arrived and status last evening changed to "further instructions required". I had a live-chat session with an agent today and she said the driver could not find the address which could be a legitimate reason if it was in fact a obscure address however it’s not. It’s a home that it’s off a main street in a city - the address has existed for over 19 years. It’s clearly marked with a large stone address block above the garage door. Someone was home all day and I have a web cam monitoring the driveway. I believe this is a cover story for a driver who just could not get their delivery completed and used the "further instructions required" as a seemingly legit explanation... I have never had I had issues with UPS or FedEx - just the Canada Post owned Purolator! It seems their service mantra is "best effort". I would never willingly choose Purolator - I am only a customer because of Amazon.ca chooses to use them.

To whom it may concern,

I am writing to express my serious frustrations with regards to a recent package, which was to be delivered on December 28th, and has yet to be delivered successfully.

To provide a little context and background to my discontent; due to the holiday season we provided specific instructions, at three separate occasions (28th, 29th & 30th), to have the package delivered to the front of the Mercury Marine offices and not to the back. Even though we provided these instructions, both via your call center and online chat service, the first two attempts were returned stating “Receiver Unavailable” – which if your driver honored the instructions from the “page” which your customer service employees advised they sent, they would have found the receiver patiently waiting for this important package.

Moreover, on the 30th, my client (Lisa Roy) and myself both called your help desk to provide, yet again, the correct delivery instructions. We were again assured this information would be cascaded to the driver. Already quite upset, and do to the sensitivity of this package, I requested this matter be escalated to someone senior. Here we were asked to provide our a phone number so someone could call us should there be any difficulties. To our dismay, my client received a call and apparently the package wasn’t even on the truck for delivery that day – how does this happen with corporation like Purolator? We were advised that the delivery might be performed on Tuesday? A week later from the confirmed delivery date.

To increase our frustration, my client confirmed during these holiday hours, where the typical delivery area is closed, all other shipment providers (Fedex, Ups, etc.) have been able to complete this mundane task, and Purolator is the only company to not make any deliveries. Is this a training opportunity for your drivers?

I do not understand how a company like Purolator can conduct business with such little accountability, with such a lack of simple communication, poor professionalism and the difficulty of the execution of such a elementary request? The package to be delivered is being sent on behalf of my firm, and to no fault of our own, the direct inadequacy of Purolator is poorly reflecting how we conduct business.

I apologize if my email comes off harsh, but the items in that delivery were very time sensitive and as hard as we tried to confirm logistics, it seemed we are getting nowhere and no accountability from Purolator. I am happy to have some dialogue and to discuss my concerns.

Regards,

Phil Charron

Canada Post gave us our address 26 Community Club Rd, Sudbury Ontario P3E4N1.. Canada Post is a major owner of Purolator, so why do i get calls they can't find us to deliver my packages, we have to drive into town to pick up, and Muskoka Delivery drops off at our door with no problems. Not happy with Purolator service, they are paid to deliver. Not get us to pick up while they get paid for not doing there job.

I ordered electric range parts from repair clinic, us. Order no.[protected] on 21st december 2016. Items dispatched promptly by repair clinic by purolator vide courier pin: fwe000144402. I paid express delivery charges for this parcel.

Purolator did not deliver the item though i was sitting at the window throughout the day and no one from purolator came to drop the package and no note was also left.We have cctv camera and could
Prove that no one came to visit the premises to deliver the item.
On tracking at the purolator website the item is showing as delivered.
Called purolator customer care and came to know the parcel is returned back to depot and cannot be delivered before 28th december, 2016 for 5 days. The rep said she cannot do anything about it.
Want me to pick up from the depot i am new here and have no car or driving license. Now cannot get my oven repaired and can't cook for 5 days.Exactly same thing happened to one of my friend few days back.
Not a reliable courier and will never book any parcel through purolator.
Very disappointed and upset.
Ashok sinha
Apt.117, 3455 morning star drive,
Mississauga, on l4t3t9
Phone: [protected]

On Monday, November 28, the Purolator website was down and I had to create a manual waybill for a package for a client. I had shipped a package on Monday, November 28 for express 9 a.m. delivery, and it never arrived at the location at the time that was guaranteed. It never actually arrived until the next day, completely ruining my client's project because of this serious delay. He had to cancel and ended up losing that job because the package never arrived. When I called customer service, the only thing they said they would do for me is waive the manual waybill - something that I shouldn't be charged anyway as I had no other option due to the Purolator website crashing! This service is unbelievable. We have an account with Purolator and provide regular, frequent business and all I was offered was a measly $1.25 discount! I know Purolator probably messed up a lot of packages that day and was trying hard not to refund everybody otherwise they would be in a hole - but that is not mine or my client's problem! I should have been offered a full refund due to this error. The service that day was completely unreliable and ended up being absolutely useless.

I have been waiting for a package to arrive and I have been checking the tracking information regularly since December 9th, 2016. There were two records that showed my package was out for delivery but, for whatever reason, it never made it to my house. That was on December 14th and December 15th, 2016 - both between the hours of 16:00 and 20:00 (when I am home). So I contacted customer service on the to ask what was going on 18th of December and they said they would look in to it. The next day I received a call which I missed, but the lady said in her voicemail that I could email her all the details at [protected]@purolator.com, which I did. The following morning (Dec. 20th) I got a call from Ms. Maxwell to tell me that they had attempted to deliver my package at 16:57 the night before and no one answered. I was home. My parents were there. My brother was there. I also have a dog that gets excited when someone is just on the front path, never mind having them knock at the door. No on knocked, no one rang the doorbell - no deliver was attempted. I explained this to Ms. Maxwell, and she may as well have just called me a liar outright. I have never been treated so badly over the phone by a customer service representative. She was downright rude and very unhelpful. I know that this is a regular occurrence with Purolator and if I had a choice of who I shipped this package with, I would not have chosen this company. Unfortunately the place where I placed my order uses them. Now I am being told that my package is being held at a pick-up facility where I now have to go and get it. If I had the time to go and pick it up, I would have purchased these items from a store rather than ordering them online. This was one of my absolute worst customer service experiences ever. This company needs to get their affairs in order and hire some employees who actually do their job and are capable of being kind, understanding, and helpful. I would like to have by package delivered as promised before Christmas (it is a gift for a family member), and undamaged - it contains delicate items.

Purolator is the worst. I ordered two items online which have always gone through Canada Post in the past but this time they went through Purolator. The tracking shows an address correction because there was no buzz code and it wasn't able to be delivered. I was expecting it to go through Canada Post since it always had been and didn't include it since Canada Post has open access to my building. We also have an office right there so even if Purolator didn't have the buzz code, they could just tell the office they were delivering to my apartment. I figured I would be lenient though since it was my first time going through Purolator and I called them to update my buzz code. I also updated my buzz code for the package that was being sent separately but was to arrive the next day. When the package was supposed to arrive, the exact same thing happened. They said they didn't have the buzz code even though I already updated them with the buzz code. When I called them back, they said the courier never received the updated buzz code. That's when I asked why they didn't just tell the office they were delivering to me. They responded that they only go by what is listed on the package (essentially saying the employees are stupid). Now I have to pick up my packages at a location that I cannot get to. What is the point of having a company deliver packages if they refuse to actually deliver them!

All I want is the packages that I ordered to be delivered to me. It shouldn't be such a hassle involving multiple phone calls and in the end the package doesn't get delivered at all. I am never using Purolator ever again. It's absolutely horrible service worthy of making some one pull out all their hair.

I was waiting whole day for the urgent Purolator delivery. Postponed all the business, lost some money. Driver had full address and my full name. Instead of putting my name into the buzzer the driver decided to cheat and just marked "Address correction required - no entry code". So I did not get anything in time and have to cancel the purchase because of this terrible delivery service.

This is not the first time when Purolator makes everything to put me down. I strongly recommend to avoid trusting this company with any kind of delivery. Terrible service and experience!

I ordered a cellphone from neocell (toronto, ont) and it shipped it by purolator express pack (package tracking number: [protected]) to hamilton, ont on 28 nov 2016. it supposed to be arrive at the next business day (29-30 nov 2016). I have been waiting for it for three days and when I check the tracking info, I was shocked. there was no scanning record after the package was picked up! I attached the info from the tracking website and pasted below.

"package picked up
Estimated time of delivery
Not available

Servicepurolator express pack est. shipment weight1 lb. shipment datenov 28, 2016
Frometobicoke, on, ca tohamilton, on, ca
History
Date local time city description
Nov 28, 2016 4:24 p. m. toronto (dwntwn/ctr ville) , on picked up by purolator at etobicoke on
Nov 28, 2016 12:16 p. m. purolator shipping label created"

No estimated time of delivery for an express service and not even a single scan in the depot or sorting facility after three days... what a shock it is. now, I have to pay for purolator's mistake since the cell phone provide will start charging me for service that I am not using.

Hello,

This complaint is for the shipment with tracking number [protected]

Our dental company in Saskatoon had shipped a purolator package from Saskatoon to an address in Vancouver. The shipment had been scheduled to be received at the Vancouver address by November 07th. The shipment contained a computer with sensitive patient data base information.

The package had failed to deliver on the scheduled date and therefore, had caused significant inconveniences to patients with pending inquiries about their dental related concerns.

Upon failure of delivery on November 07th, Purolator advised us that they would deliver the package on the following day. Purolator substitute driver had advised the Purolator centre that they had difficulty finding the address, yet the Purolator's regular driver for this route had delivered another package to the exact same address without any problems one week earlier.

On November 08th, once again, Purolator failed to deliver the packaged items. This exercise was repeated for another 8 days with the Purolator promising delivery on each day. Each day 2-3 occupants remained at the residential address from 7:00 am to 8:00 pm to receive the scheduled delivery. The promised dates from Purolator were as follows:

1- November 08th
2- November 09th
3- November 10th
4- November 11th ( initially promised then advised that its a STAT holiday and they wont be servicing on that day until the following Monday)
5- November 14th
6- November 15th

The package was finally delivered on November 16th. Upon opening the package, the content which was a computer is visibly damaged due to the trauma that the package has endured despite the packing materials that had been used to wrap the items.

A photo of the damaged monitor is enclosed for your review.

I would like to make a formal complaint for the following:

1- Charged fees for delivery of this package that failed to arrive for 9 days after the scheduled delivery date

2- Damaged content

I would appreciate your attention. Please advise us of the route of action that Purolator is willing to take to take care of the damage incurred and the late arrival by 9 days.

Thank you

I had a parcel which was tracked as "on truck for delivery" for nov 9th. I received a call on the 15th saying they couldnt deliver because they didn't have a buzz code so i called back the same day and gave it to them and was told it would be delivered the next day (Wed). By friday morning i still did not have my parcel so i called again and was told they couldn't find the info so then updated it for a "rush" delivery. Now it is saturday and i have called and they told me they have no record of the tuesday call and the info only got put into their system on the fri with my buzz code. My parcel is confirmed sitting in their "holding area" for delivery (On monday) at the facility right now, which is staffed. However, because the holding area is locked for some stupid reason beyond me i am not able to get my parcel today even though they have staff there. I am also not able to pick it up early monday, even though they have staff. I have to wait for it to go onto the stupid friggin truck and get delivered monday. Except im on vacation starting monday for an entire week. So, my parcel is locked up in a stupid cage right now with staff who are "not allowed access" to it to give it to me, even though this is entirely their fault, and i have to wait another full week to get it. Someone needs to give these staff access to the holding area because this is bullcrap.

This company is the worst shipping company ever. First attempt at delivery no notice was even left they didn't even ring or knock on my door.
Second attempt at delivery they missed my delivery? Ummm wow OK.
I called customer service when my delivery was missed to find out where the package is and all I was told was that they don't have the information to keep refreshing the tracking number...

Date Local Time City Description
Nov 9, 2016 17:00 Niagara On The Lake, ON Delayed due to missed delivery
Nov 9, 2016 8:24 Niagara On The Lake, ON On vehicle for delivery
Nov 8, 2016 14:00 Niagara On The Lake, ON Redelivery has been arranged
Nov 8, 2016 6:00 Niagara On The Lake, ON Available for pickup for 5 business days from arrival date at the counter.
Nov 7, 2016 19:34 Niagara On The Lake, ON Available for pickup for 5 business days from arrival date at the counter.
Nov 7, 2016 17:20 Niagara On The Lake, ON Available for pickup for 5 business days from arrival date at the counter.
Nov 7, 2016 17:20 Niagara On The Lake, ON Available for pickup for 5 business days from arrival date at the counter.
Nov 7, 2016 13:49 Niagara On The Lake, ON Attempted delivery - receiver unavailable
Nov 7, 2016 8:26 Niagara On The Lake, ON On vehicle for delivery
Nov 4, 2016 20:41 Toronto Sort Ctr/ctr Tri, ON Arrived at sort facility
Nov 4, 2016 20:40 Toronto Sort Ctr/ctr Tri, ON Picked up by Purolator
Nov 4, 2016 19:41 Purolator Shipping label created with reference(s): 1, [protected], DcMxsCTrN, PUROLATOR_GROUND

Sophie B
Hello, how may I assist you today? / Bonjour, comment puis-je vous aider?
8:15:19 AM
Me
Hello, I just received an invoice and it seems too high. Can you explain why this is higher than from my previous invoice although there was less in the evenvope and the distance was shorter?
8:16:10 AM
Sophie B
Hi Rolf. May I have the 2 invoice number please?
8:16:39 AM
Me
the current invoice is xxx and the previous one was yyy the only difference I see is that the current one has a weight of 1.1 lb
8:17:43 AM
Sophie B
Can you confirm the account name and address please?
8:18:21 AM
Me
Rolf xxxx, SK
8:20:33 AM
Sophie B
When obtaining a rate for an Express Envelope, we are only able to provide with a rate based on 1 pound, however Purolator reserves the right to charge the customer based on the actual weight of the Purolator Express Envelope.
8:21:58 AM
Me
Oh wow, I sent many of these that were much bigger from Regina and this was the first I sent from Winnipeg so was a bit shocked about the price. The person who did it it certainly did not explain that to me and I expected the regular rate.
8:23:08 AM
Sophie B
If the express envelope is more than 1 lb it will be adjust. You can use an express pack.
8:24:04 AM
Me
Seems to be a disadvanatge of having the account when you don't know what you're paying
8:24:14 AM
Sophie B
You can always request an estimate to compare rate if you think it ways more than 1 lb.
8:25:10 AM
Me
I think this was the usual cardboard envelope that she put it in and she did not inform me that there would be a higher cost otherwise I would have removed some pages from the document.
8:25:43 AM
Sophie B
The driver does not have a scale to weight the envelope. This is done at the depot.
8:27:52 AM
Me
It was not picked up by a driver, but processed at a Staples in Winnipeg.
8:28:39 AM
Sophie B
Staples or agent does not have scale eithee.
8:29:20 AM
*either.
8:29:25 AM
Me
The lady at the counter completed the sheet that was stuck on the evenelope and handled everything
8:29:33 AM
So if I did not use the account but paid right there with a credit card how would she have determined the cost then?
8:30:37 AM
That's the way I used to do it many times with much bigger packages. Just signed up for account recently and now this.
8:31:14 AM
Sophie B
When a payment by credit card is done, we take a security amount of 30% in case there is a discrepancy.
8:32:31 AM
Me
So it's best to pay cash then I guess good to know for the future though may go with Canada xpresspost instead from now on.
8:34:18 AM
anhyway it's quite the markup for being 0.1 lb over the wight that's about the acuracy of the scale used
8:34:55 AM
Sophie B
We do need to set limit somewhere. The limit is 1 lb.
8:36:08 AM
Is there anything else I can help you with today?
8:40:12 AM
Me
So one lb is $34.45, and the additional 0.1lb is $20.15 don't you think that is a bit of a rip-off in your limits and the customer should be informed ahead of time so he can make an informed decision if he is will and able to pay this?
8:40:31 AM
Sophie B
The shipment will be bill as a customer package if the limit is above 1 lb.
8:41:18 AM
Me
In your rate guide it says "Purolator Express® Envelopes
exceeding 1 lb; Purolator
Express® Packs exceeding 3 lb
and Purolator Express® Boxes
exceeding 7 lb will be rated and
charged based on their actual
weight"
8:44:30 AM
so are you saying each increment of 0.1lb will be billed at $20.15?
8:44:57 AM
Sophie B
The shipment will be invoice as a customer packaging for it weight and destination.
8:45:40 AM
Me
That is bizarre as I didn't even package it myself the counter agent did.
Sophie B
The shipment was left at Staples, we weight the envelope at Purolator.
We did train Stales, if they have new employee. They are responsable train them.
8:56:16 AM
Is there anything else I can help you with today?
9:01:00 AM
Thank you for contacting us via Live Chat. Please take a moment to complete our six (6) question survey about your experience with today’s Live Chat at http://www.purolator.com/livechat-general-survey
9:04:21 AM
Me
I don't think you are empowered to adjust the invoice and I will escalate this to a human. Thank you for your customer service.

Tracking number: cgk000740564 (Priority shipping)
Name: neil waters

To whom it may concern:

I am very frustrated and upset about the increasingly bad customer service that i have received today from purolator staff and management.

I had ordered some items from amazon.Ca and paid a high cost for priority shipping. On 11/05/2016, at 08h03(Am), i received a call with an automated message to let me know that my parcel is at an office 30 minutes by car (From my home) asking me to come and pick it up.

(I wondered why no one had come to my doorstep to deliver this parcel, when i paid such a high cost for delivery, plus i always have someone at home and the security guard downstairs at the gates was also informed to let any purolator personnel in for delivery)

I called the purolator number and spoke to a (Very busy and dis-interested agent) at 11h31(Am) (Her name was laura or lorna) and inquired with her why the package was not delivered to my doorstep, she told me that she did not know and there was an error that may have been made with regards to delivery.

I inquired with her where the package was and she gave me the address. I told her that i would go and pick it up - she said okay! And failed to tell me that the location was closed!

I drove all the way to the location and it was in fact closed. I drove all the way back.

On my way back, i called purolator one more time and spoke to another busy and dis-interested agent jaques and he told me that there was nothing that he could do for me. Basically, he did not care about the inconvenience that was caused to me and all the time and energy and gas i wasted in the travel.

I asked for his manager or supervisor, after about 10 minutes of waiting on hold. A supervisor name cindy came on line...

Cindy was the worst, she did not care or give a damn from the word go, she basically told me that she cannot do anything for any inconvenience that was caused to me.

She told me she cannot give me any compensation...She did not even apologize!

All she told me that she would arrange for delivery next week tuesday and that's it!

I informed her 3 - 4 times about the inconvenience that was caused to me and explained to her that if the agent would have told me that the location was closed, it would have saved me a lot of trouble!

Basically she told me that she could not do anything and kept repeating herself that the package would be sent next week tuesday.

Cindy, is the worst supervisor i have ever had to deal with, she was inconsiderate, did not empathize and just did not give a damn! Basically wanting me go away (Indirectly)
All she said was, she will follow up with the agent who spoke to me and make sure that future customers are not affected! I explained to her that this would not help me as i was already affected and severe inconvenience was caused to me!

Cindy completely ignored me!

I was expecting a resolution and she did not give me one! The worst part is cindy did not care, did not want to waste time on me and above all did not apologize and did not show any concern!

This is the worst experience that i have had, we, as customers pay so much for shipping and handling and i must say that i am a very dis-satisfied customer.

I would like someone to reach out to me with a resolution as soon as possible.

Thank you,
Neil [protected]
[protected]@yahoo.com

It's like delivery by Easter Bunny. I was informed by customer service that if there was no answer at the door the driver would hide the package, I'm assuming for my protection (in a barbecue, under a bush, etc).

There was no correspondence to let me know it had been delivered or where it was left. It was delivered to "somewhere on my property" on October 7, and on November 1 I was still wondering where it was.

When I called, I was given a trace # (4451923) and told someone would contact me by email with the place of the delivery.

The next day I got an email asking me for more information : "May we confirm if any additional unit # or business name would have been required? May we also have a description of the delivery item in the event that this may help our driver recall details at time of delivery?". So ... they're going to have to ask the driver if he remembers the delivery. Not, "ask the driver, who writes these things down in a log", ask him if he remembers.

When I answered the email I got a response saying the person was on holidays, so I had to call Purolator again to ask about it. I was informed it must have been a mistake.

This is possibly the worst delivery system I've ever experienced. We should not be required to play treasure hunt to get out packages.

1. Customers should be informed that a delivery has been made and where it has been put.
2. Drivers should keep a log of where they put packages, so when one is lost we don't have to depend on a vague memory from weeks back.
3. I'm a little concerned that packages may be damaged from being "left under a bush", etc. It's been raining here for the last 3 weeks, are they waterproof? If it's food, would it not be susceptible to vermin?

Purolator has failed to deliver my package three times in a row. Every time they claim it is because they do not have correct delivery information, i.e. the entry code for the building. This is incorrect. They HAVE the code. When I have contacted them to find out why delivery has not been made and ask them to repeat my delivery address information back to me, it includes the code! To idiot proof the delivery process, I have also written my entry code clearly on two large pieces of paper and attached one to the entry code system at the entry door and one to the entry door itself at eye level. If the driver had truthfully showed up to deliver as they claim, they would have seen both these pieces of paper.
I have now taken three days off work and lost three days pay having to be at home to wait for the delivery for which I have been given a window of 8am-8pm. That is three whole days I have had to wait around for non delivery! Every time I have contacted their customer service regarding this issue, I am told I will have to reschedule the delivery! I am at my wits end with them. How is this level of incompetence and lack of customer service acceptable in a company which claims to pride itself on service? How can I recieve compensation for wages lost as a result of their incompetence?

Purolator... More like purolater, purodontdeliver, puromisseddelivery, puroyoumightgetyourmailbutnotontime.

Every time i am forced to use you as the company i deal with only deals with your crap service. Every package is late, missed delivery, driver error or whatever other excuse you people come up with. Never will i recommend your shipping services nor ever use you willingly. Even with canada post fears of a strike they still manage to come to the house with mail everyday. I`ve even seen your driver pull up in front of my house, sit for 5 mins not get and then drive away and later purolator states missed delivery.

See you next week purolater with another complaint because i`m sure you`ll screw up again.

Cheers & have a nice day!

I order packages from Amazon a lot and some times the orders come through purolator. A few months ago I ordered something when I went online to track my order it said street number not found. I called purolator and they told me I had to go pick my package up at the facility (which by the way is NO WHERE near my house). I complained to the lady at the facility and she said it may have been a new driver. K fair enough. I ordered something else on Friday Sept 16th and it was supposed to be delivered yesterday Sept 19th but AGAIN I went on and noticed it said street number not found. Someone from purolator called me and had me confirm my apartment and landmarks to ensure it would get to me the next day. Today rolls around (Sept 20th) and AGAIN IT HAPPENED! I called purolator and the lady basically told me there was nothing she can do as its up to the driver and he has my package. I asked her where my package was numerous times and she wouldnt answer. Eventually she said it was with the driver. I asked what my options were and she said I either had to go pick it up or she could put in that i wanted an attempted delivery again. So I said to try 1 more time. By the way, she was completely rude and raised her voice with me. Not very good customer service. My building has a HUGE address on it and is on a main road. I've had numerous packages delivered there by purolator with no issue before and so have many other tenants. Purolator likes to play the blame game and blame everyone but the person I'm talking to. The driver isn't even making an attempt to find my place or else I'd have my package and the fact that its happened 3 times and 2 days in a row is completely unacceptable. Figure it out purolator. If I had a choice, I would never use your services.

On September 6, 2016, the product I ordered was not traceable because it said it hadn't left the sort facility until the delivery person got to my door, and I missed the delivery because I was changing my 3 month old daughter and couldn't get to the door fast enough before the lady ran out of my building's front door. She also had to know I was home because I was inside yelling at my husband to watch the baby so she wouldn't roll off the change table so I could get to the door fast enough. If I was able to track it, I would have known she was in the area.