Purolator
Reviews and Complaints

I ordered a pair of teva sandals from Shoeme.ca for my husbands birthday. Shipping was free- says so on my invoice BUT when I went to pick up my package at Jaylee Auto I was told I owed $38+ for collect shipping. I called Shoeme and they said, no it's been paid. We will send a fax to Jaylee. So the young lady there (I use that term loosely), proceeded to tell me that this wasn't good enough. "you could be talking to your friend on the phone or anybody or just pretending to avoid paying these charges". My jaw hit the floor that she would actually say that to my face. I almost lost it. Then she said they needed to send a fax. So Shoeme sent a fax saying that there was an error, shipping was no collect. Not good enough for little miss morning sickness! Nope, now it had to be on letterhead and from Purolator or the company that shipped the shoes for Shoeme. The sticker on the box looked like someone had just put it on. Another friend said that she had the same issue with random packages saying collect with some handwritten amount. I think it's a scam but right now, I just want my husbands birthday present before his birthday is over!

There is a known problem with purolators laser arc system, on line at their depots (Current), this results in you paying much more. Re: do you see 'adjusted weight' on your invoices? This means you are paying them more, than what you were told/saw online, and in eship, result, you lose money; and lots of it. Example, I send a package that weighs 8 lbs, now the calculated cubed weight is actually 27.34lbs in box with the dimensions of 21x15x10". But, because purolators scales/system is messed up the laser arc somehow calculates 32x22x10". So instead of the cost being $59.34, you end up paying $115.95. This means you are out some $60 xx. This may be more of an extreme example, but it happens, and more often than you think. Anything where you see 'adjusted weight' on your invoice, means your paying more for shipping than you were told. I suggest you use another courier like loomis etc. Until they fix this problem. To date I am still battling with them on this, and they refuse to give us credits for their errors; we have lost thousands of dollars.

Ps
Maybe the worst part is that they are downplaying and denying and wrong doing, the salesperson is the worst * ever, and their billing dept. Simply won't help you.

After receiving a notice from Purolator I went to their depot to pick up a package. The person at the counter told me it had gone out for delivery that very morning. The status of this package that very morning stated it was available for pickup. Why would they suddenly change it from available for pickup to out for delivery. The best the person at the counter could do was shrug.

We needed to send something overnight for a tech that was onsite, the only one who offered this service was Purolator, well the Purolator truck arrived and surprise suprise no parcel. I just inquired today as the shipment was still not delivered was that there was bad weather and they are not responsible HELLO! The weather has been perfect for the last two days. This is just an excuse they use all the time, as a way not to give your money back. I asked them will they ship the parcel back and they said yes for a charge. Well I am not paying again for something this company did. I hardly ever use Purolator as they they proven more expensive and unreliable, as everyone else on here I will never recommend them.

So, I ordered I microphone from newegg.ca as my Christmas gift to myself. The expected delivery was to a friends house as I work in the am on weekdays. upon delivery day, there were people home. the doorbell does work, I used to live in the house. Nobody rang, and was tracked as a failed delivery and left the pickup note of doom. People were home, if there was any effort to actually deliver the package, it was the lightest knock on the door. I called the office at 2 pm upon seeing the failed delivery, I live in the capital of my province, a major city, and on Christmas eve they told me all the packages were locked up now and all the drivers are not working and that they couldn't redirect my delivery to my business. firstly, Hell would freeze over before a major city has its Christmas eve deliveries finished by 2 pm. That was a lie. so this Christmas, nothing for me that day, my Christmas is locked in a cage somewhere. Now, I wouldn't be as angry as I am, if I could have just gone to the pickup location on boxing day to retrieve my microphone. no. This company feels its ok to take a 5 day vacation and shut down until the 29th. This company obviously does not care about its customers and I will never ship with them again.Thank you for ruining my Christmas, and by the looks of your Facebook page, countless others as well.

The guy from purolator came to my place on the 17 dec 2014 in the morning. He knocked the door and went away frequently and hanged the paper at my door which I will attach in the " Attach proof photos". I was not at home but I know about this because my friend gave me that paper from purolator. He didn't even used the buzzer for unit no. 102 in my building. Now, I called them on 18 dec 2014 in the morning and the evening also telling them my tracking numbers that are JWD004454493 and LPJ004284106, which the dell gave me by calling. Purolator was not having any information about my packages. I talked to katy, barry and one more lady from the purolator on 10:20 am, 18 dec 2014. Agent name from the dell who called me is samit bhatia who told me that he is from chandigarh, India. He called me on 17th december 2014 around 12 pm which was the time in calgary, Alberta. I am totally unhappy with your purolator services. You can check with the purolator by calling them.

i sent a shipment through purolator to Nigeria, on the 1st of december 2014, they delayed or held the shipment for 10 days, called their customers service, they were just giving me conflicting information, On the 10th day, a lady called me from purolator to inform me that purolator had lost my package that i should file a claim. how can my shipment be lost when infact there was a scan on the 10th day showing Dec 10, 2014 7:11 a.m. Toronto Sort Ctr/ctr Tri, ON Held at U.S. / international gateway - missing country of manufacteur.
i told her this and she said the scanning wasn't real. i was shocked to hear that from a purolator tack and trace specialist. Purolator is the worst courier company. i wount stop saying this until they return my package or send the package to the destination, telling me the package is lost is totally unacceptable for me, and am going to sue them, i will go on every social media, to let the whole world knows what they are doing.

I ordered items over a week ago and wondered how on earth they had not arrived yet since it was a GTA to Toronto shipping matter. I looked up the tracking code to find out that they 'attempted' delivery on Sept 22nd, which I highly doubt as they didn't leave a pickup notice nor did they try again the following day. I have multiple packages from the one location sent out at different times and not one made it to the door. I have an enclosed porch so the attempted delivery notice(s) would not have blown away. I now have to make a trip out of my way on a Saturday to get the items at their facility when it could have been easily been done during the work week, as my husband drives by the area each day. On top of this, I'm one day away from everything being sent back to the store. An awful courier company. I don't know why Canadian companies don't use Canada Post with easy to pickup locations all over the place!

I'm not one to file formal complaints but I feel as though this situation warrants one. Purolator came to drop off a package today at my house, and I was home when delievery was attempted. The driver rang the door bell once and when I got to the door no one was there but I could clearly see that the truck was parked right in front of my house still so I opened the door and walked outside. I proceeded to wave to the drive from my front porch, he looked right at me and when had eye contact for a good 3 seconds. I even felt relieved at that point because I had caught him on time. To my utter disbelief after he looked at me he looked away and drove off!

I collected the delivery notice he left on my door and then called customer service, I explained the situation and asked them if there was anyway they could get the driver to turn back around as he was still in my neighbourhood as this had literally happened a minute ago.Customer service was very rude to me and then put me on hold for 10 minutes. When he came back on the line he told me that he got in touch with the supervisor who would then send the driver a message and he would see if it was possible for him to come back in the afternoon and make a second attempt to deliver.He didn't come back and now I have to go and pick up my package from their offices as they do not attempt to deliver again like other companies do. I purchase things online very often and this is the first time I've used Purolator. It will be the last.

A packaged was delivered to me by Purolator Montreal (canada) on April 15. I live in a walk up apartment (4 floors) and to enter the building you need a buzzer code. I was not home on Tuesday during the delivery so the deivery man left me a delivery notice on my mail box. I called Purolator to reschedule a delivery on Thursday April 17. I was told delivery could be from 8am to 6pm. I was awake and at home from 8am to 1:30pm on Thursday April 17. I was tracking my package online as well and at 1:03pm, my online tracking told me there was an attempt to deliver the package but the received was not home. THIS IS BULL ###. I was home the entire time. I even left Purolator instructions for the buzz code to enter the building, my apartment number, which floor I lived on and a cell phone number to contact me if they experiernce problems. The delivery man entered the building on April 17, literally just left another delivery noticing stating I wasnt home when he DID NOT EVEN ATTEMPT TO WALK UP THE STAIRS to my apartment, KNOCK on my door to check if i was home. THIS IS unacceptable. NOT only is this delivery man not doing his job, IT would have taken him literally 2 minutes to walk up those stairs to my apartment and check If i was home. the package I am having delivered is not even HEAVY. its 1 envelope with a shirt inside. I understand the disincentive to carry a heavy package up flights of stairs but this is RIDICULOUSLY. especially since when I scheduled my first delivery, I provided Purolator all the necessary information on how to enter my apartment building.

I did not chose to use purolator, the company I ordered the shirt from uses purolator. however, if I know a company is using this postal service, I may consider not buying from them again just because they are using purolator services.

Shipped parts from supplier on Dec 20th from Delta, BC. As of Dec 30th, there's no guarantee they'll arrive in Powell River by Dec. 31st. Purolator sent in error to Cranbrook but did not notify anyone. Now sitting in Vancouver with a weather delay. My office is in Vancouver and from my window it's light overcast and 7 degrees C. They claim they cannot help expedite and therefore will not. DO NOT USE PUROLATOR.

Worst delivery company ever - never again!

Purolator has got to be the worst delivery company. Absolutely worthless with rude clerks and lazy drivers!

I purchased tires and had them delivered to me by purolator. On the day of the arrival, I noticed from the window of my house that the purolator truck came and so I waited at the window to see if the driver would need my help. So i'm standing there at the window, in full view of the driver who comes out of the truck, sees me there at the window, and then goes ahead and puts something in the mail box at the edge of the driveway. He then goes ahead and gets back in the truck and starts driving away!

Flabbergasted, I open the door, without a coat on (Snow around us is about 2 meters high in montreal) and start running after the truck, to wave the driver down and in the process fall down on the ice, break my eye glasses, my wallet flies out of my pocket.

So I pick myself up, I head to the mail box and inside the lazy driver has put a delivery notice saying that I wasn't home! I do a tracking on the web and the results say that I wasn't home!

So I take the delivery notice, and go to the purolator office to pick up my tires, for which I paid extra for door to door delivery. I'm at the purolator office and they ask me for an id and that's when I realize that when I fell down, the transparent nylon pocket that holds my drivers license and medicare card is not there, it had fallen out of my wallet when my wallet flew out of my pocket when I fell. Meanwhile this is the day of the big storm in montreal and I had driven to the purolator office under treacherous conditions. So the clerk refuses to release the goods to me unless I show a government id with my photo. I show her my social security card with my name on it and all my credit cards with my name on them and my costco card which has my picture on it, but she's not budging so I get extremely angry and we have an argument. Bottom line is that she won't release my goods unless I show her a government issues photo id.

So I drive back home, grab my canadian permanent resident card which has a photo of me and is government issued and drive back to purolator office. This time they won't release the goods because the canadian permanent resident card has no address on it but in my presence they just gave merchandise to another person who came to pick up and he showed them his medicare card which does not have an address on it!

So now the manager gets called because the matter is escalating beyond reason, and after making my case with the manager why I don't have another id for 40 minutes, they finally give me my goods.

The driver who caused all this mess did not even ring my door bell to check if I was at home, even if he didn't see me at the window - which is impossible not to because my windows are large and I had all the lights on and I was standing there waiting for him!

I will never buy from a company again who uses purolator to ship their goods, I will never use purolator for any of my shipping needs. Absolutely worst company ever!

I have already submitted a complaint, filed 2 complaints with the depot, and spoken to a manager, and still...NOTHING! Purolator has the worst customer service I have ever experienced. I asked to speak to a manager last Friday after my parcel was again, for the second time delivered to an address that is not mine. It was explained to me by the manager (Mark) that Purolator is too busy to deliver my parcel to my house so instead drop it off at an agent counter. So basically I pay shipping for nothing, because now I have to go and pick it up myself. You know, I wouldn't have had such an issue with this, except that my parcel was already delivered to this address on the Monday of the week...sent back to Purolator the following day...and then Purolator lied on their website updates saying that they attempted to deliver the package each day until the Thursday...then updated and said that my address was incomplete/incorrect. I then called in to find out what the heck was going on. I never received a phone call, email, no form of contact regarding this. The address they had was confirmed to be exactly correct. I was told the parcel would be put on the truck for delivery that Friday but I was to call at 10am to make sure that it got put on. So, I took time out of my day to call Purolator to ensure that they did their job properly (very sad, very sad indeed). Sure enough, it was not on the truck. I filed a complaint. Then I get a phone call at 5:30pm from some Bob guy at a counter saying that he has my package because Purolator dropped it off. Awesome...as I needed this package for a Birthday party that afternoon. So, I then called and asked to speak to a manager. I spoke to Mark. He was of no help, argued the entire time and told me that Purolator is too busy to deliver my package and that because I didn't pay for expedited delivery it doesn't matter to them and that it would be delivered within 2 weeks. 2 weeks? I don't think so Purolator. I asked to be reimbursed for the shipping amount. He said that the seller has to reimburse, in this case it is NorthFace and I have spoken to them and they are now considering switching shipping companies to Canada because they have also had problems. I paid good money to have my item shipped and I still do not have it in my hands. Mark (manager) told me that I could also file as many complaints as I would like because they are too busy to get back to them and that they don't care about complaints of this nature. (I had it on speaker phone for my entire family to hear). He refused to listen to my concerns. I asked him why I wasn't contacted the first day that it was "dropped off" at the counter. He said that he has no idea but that he is too busy to care or deal with that. He said that I am lucky to have had it dropped off for the second time and then told me to send it back and it wouldn't make it here until after Christmas. I ended the conversation telling Mark that he is a sad excuse for a manager and that Purolator should be ashamed to call themselves a delivery service, let alone a company. I am sorry but if this is what your company prides itself on, I am disgusted. I am waiting to hear back from someone by the end of this week and if I don't I have every intention of going to Trouble Shooters in Edmonton with this story and I also have a written story to send to all of the surrounding newspapers for their columns. This was a disgusting display of customer service. There was no responsibility taken for any of the actions. There was no explanation for any of my questions or concerns. Absolutely disgusting and disappointing. I sincerely hope that you take the time to resolve this issue with me at this point in time.

Thank you
Lindsay Bilyk

I can be reached at
[protected]@hotmail.com
[protected]

Worst service EVER! Got a pacjage through them and they never attempted delivery and they never contacted me that they had it! The package was returned to Toronto and I was told that the sender had gotten it back after it was sent back by the sender- not these idiots. Also- they listed the resent item as being at their Vancouver depot when it wasn't even there! Several hours wasted getting there for nothing! Go with ANY other courier service!

Horrible policy I found out after they had sent my package back for the second time. If you live in an apartment, don't expect a notice after that they attempt to deliver. Instead, they will call. If they don't have a number, they will just send it back. My parcel arrived for the second time with no notice. I called the customer number I found on the website, spent about five minutes trying to get through to someone. Talked to someone and was informed they would hold my package for pickup. Great I thought, until I arrived a few hours later to find out they had sent it back, again! The explanation I got from the clerk was that the customer line doesn't always get in touch with the shipping building in time, but here's the new tracking number. WTF!? So I can watch it get further away from me, really? How are they still in business with such poor service.

worst shipping company every, I don't know why Microsoft using these guys, maybe they were the lowest bidder and won the contract
package arrived to my door nobody was there, driver didn't leave a notice or any, I didn't knew till I received a voicemail couple of days after, now the voice mail it self, first its french only message which I don't understand, second its 2 robotic voices talking in turns IN FRENCH and its totally difficult to decrypt the numbers, I had to ask one of my coworkers which he was native french speaker to help me out with this, he found it also very difficult, After few tries we got the right tracking number WTH!

Went to a Purolator location to have my package prepared to ensure the forms were filled out properly so there would be no hiccups as this was a time-sensitive manner (obviously, since I'm using a courier service). Paid for the Express U.S. Premium service to have the package arrive by 10:30am the following day. Made it to the location before the last pick up, so I thought everything was fine.

I get a call the next afternoon (about 5 hours after it should have already been delivered) from a UPS agent in Louisville, KY asking me to verify the contents of the package. He didn't seem to know what pinback buttons were, so I had to explain. None the less, the process was pretty brief and he assured me the package would now be on it's way and would arrive the NEXT day (1-day late at this point). Luckily I checked with my customer and they said that would be fine.

Upon checking the tracking info later that day, I noticed the package cleared customs, so I thought we were on schedule to have this package arrive a day late. Checking the info today, I notice that the package is still sitting in Louisville, KY. I contacted Purolator through their Live Chat service and they were rather unapologetic and blamed the situation on US customs (even though the package had already cleared customs the day before) and made a point of telling me there was no possibility for a refund because of that.

I've used other courier services before to the U.S. and have never had any issues and sure enough, the first time I try Purolator (they were the closest to me), they completely botch my order, which at this point looks like it might cost me a $600 sale (for a custom order that I worked 2.5 days on) and the $111 I paid for their 1-day shipping, which has yet to have been shipped more than 2 days later. On top of that, I've had a less than apologetic customer service that tells me they can't do anything for me.

Avoid yourself the headache and go with someone reliable and more friendly.

This is the worst delivery company out there. I had to ship some documents to India. I was suppose to use Fed-Ex but they were not available and cashier in Staples suggested to use Purolator. I did go with express shipping so package was suppose to be delivered in 4 business days. Shipped on Sep 13 with schedule delivery Sep 18.

The tracking number showed item processed in New Delhi on Sep 16 but after that no information. There as no delivery attempt and I got call from Purolator on Oct 1 saying receiver rejected the delivery. How's that possible? No-one called for delivery and no-one even know where the package is. Purolator gave me option either abandon the parcel, or return at my cost or give another address for delivery. I gave another address and still no delivery after 1 week of providing new address.

Finally after 32 days. I could have used regular mail and it would have been faster than this. No more Purolator for me and my family.

I ordered some items from 3 different merchants both within and outside Canada;unfortunately for me, all three decided to use purolator to ship my goods. On tracking all 3 packages this morning, I was happy to see that all three were on their way to being delivered at my house.
I went downstairs around 12.15pm and was shocked to see a notice from purolator to come and get 2 packages whilst leaving the third in front of my door!

Note that I've been home all morning and wide awake.In fact, I decided not to sleep or even turn up the volume of the TV precisely to avoid this particular outcome. I guess I thought Purolator and its employees still had some modicum of decency despite all the horror stories I had read about them but how wrong & naive I was!
The deliverer of the parcel had apparently not rung the bell, most probably as some kind of ayback because of a complaint sent about Purolator to the BBB a few weeks back.
So I decided to call the number on the notification slip left behind and spoke to one Emma, who, as was to be expected, turned out to be a somewhat rude busybody employee of Purolator's who thought she knew what I was calling about before I could even get half way into the reason for my call.
She gaveme another number to call and on calling that number spoke to the rudest-of-them all so far; a woman named Jackie. Jackie just like her other aforementioned colleague was already make mindless excuses for the driver before I could even finish explaining myself.
Even more astoundingly, she said it was not part of Purolator's policy to ring the bell when coming to deliver a parcel that does not require a signature. I told her that this was not the first time Purolator had delivered parcels to my place and that they always rang the bell when doing so regardless of whether or not a signature was required and even added that same goes for UPS & Canadapost.
But she insisted that that was their policy and even said the driver did not have to ring the bell for the other 2 parcels they now expect me to come and fetch, simply because the 3rd parcel did not require a signature. When I proceeded to point out the ludicrousness of her statements as well as the irresponsibility of the driver's action in leaving the one package outside without ringing the bell, she actually dropped the phone on me!
Well, I'm waiting to see if the driver makes another delivery attempt tomorrow as promised by Jackie; if not, rest assured that I will be filing another complaint with the BBB about this utterly despicable company and it's motley crew of rude, despicable employees...