Purolator
Reviews and Complaints

Somewhere in the purolator system there is a box which belongs to me. They openly admit, they don't know where. They openly admit it bore insurance, they even admit complete fault in the mishandling. However, despite this shocking admission of guilt they refuse to honor the $250 insurance claim on the box, despite having all the original paperwork on the box, proving the insurance.

The reason they have given me is that based upon the contents they do not believe that my insurance claim is valid. They have been so kind as to offer me $2/ lb. So on the $250 the package was insured for, I would get $10.

This package contained spent product which we recycle. The value we would have obtained from that box post recycling would have been in excess of $2000, however to simply replace the raw materials will cost us just shy of $300.

This package was misplaced and mishandled. I was referred to the unmarked department (who was very helpful). I was told by customer service that the package was first refused (a claim which they had no record of), the secondly had no address, and finally that it had no way bill. Odd since it was shipped on a preprinted waybill and purolator did manage to invoice me for this phantom shipment.

The kicker is that ultimately despite admitting to loosing it, they are billing me for it's delivery, and denying my insurance claim. When all is said and done, I will be out over $350, because purolator lost a fully insured parcel.

I vow to never, ever use them again. Ever.

I have had some bad experiences with Purolator in the past, so I decided to wait by the door for this package. As I waited for 3 hours (that's how much I wanted to see what they do) I saw a Purolator truck stop at my house. 5 seconds later, WITHOUT even getting out of the truck, he drives away. I went outside and chased after him but he was gone. Immediately I checked the tracking, and it said Attempted Delivery, attempted my @$$, he was not even seen. I called in to see if they could tell him to turn around and deliver the package, but they said tomorrow he can redeliver. I have a doctor's appointment tomorrow at the time they always come at. I go on their site to complain, there's no complaint section! Great work Purolator, great work... Next time, I will definitely have a camcorder ready.

I needed to ship a package to Singapore quickly. The company that offers the fastest service, two to three days, was Purolator. The cost of shipping my three pound packages was around 280 dollars. I was assured that my client would have received it in three days tops. I shipped on November 31, my package did not even arrive in Singapore Customs until the December the 4th. Then Purolator decided had some problem with the address. My client did give me an incorrect street address so, on the sixth, when they went to deliver the package they couldn't find the building (even though the apartment building number was correct and that the name of the Owner is on the address board in the entrance way and the owner has to show ID and sign for the package) So, instead of putting two and two together they took the package back to their little fortress of oblivion Where it waited. Yes it waited until, checking in on my client I found out that it had not been delivered. I phoned the company and they explained their little problem with the address. Never mind that I could find the building on google maps and that the apartment number of the client is written right next to the front door, I gave the person on the phone the correct address so they could ship the package and the t elephone number of my client - but here's the catch, in Singapore, if a package is not delivered on the first attempt, they send it over to UPS. Now if there are any future problems with the package there is no way for me to contact UPS directly with a Purolator tracking number so Purolator has to act as go between.

Here's the funny part. Two days later, when the package should have been delivered (because on the phone I was assured that it would be in just another two days) I get a phone call from a logistics manager for Purolator informing me that the package can not be delivered because of an incorrect address. "Oh I see", I say, so you did not get the confirmed address AND you have no idea how to use google earth. "Confirmed address?" she inquires. "Yes", I reply, "I phoned in two days ago to tell you about the apartment number and in case that failed on which wall in the foyer my client's apartment number could be found and reminded them that I had also given them his phone number. Did they not send this information already over to UPS? Did they not already have the package on its way? Where was my package? Which company had it and where did it go? Apparently not. Sorry sir the package will be delivered in two days (a mantra they are taught to repeat). That was four days ago and my client has still not received his package either from Purolator, or the agent I never authorized - UPS.

Purolator is a gross violator of basic contract law. There is nothing in fine or large print given to customers that points out their right to transfer services to an intermediate company. Their customer complaints line is non-existent, and they have no policy of refund in the event of failed performance of contractual duties, meaning, although it would be easy to win, you have to small claims them in court (under either tort or contract) over your shipping fee. This is hardly worth the time away from the office. In short, just don't deal with these half-witted bungling fools, if you are involved in import export like I am, they will only make you look like a fool in front of your customers. Since because of their negligence in performing their duties under contract, I was unable to perform mine (product sample shipment in a timely manner). Bottom line, gross loss = 12G in sales. Thank you Purolator - I want my 12G and 280 something dollars back. Oh yeah, and you suck!

I lost my order, they sent to another house, my order is the birth certificate for my daughter, I argued with Canada Service about that but they said they're not responsible, finally I wasted $60 for nothing, when I go online to check tracking details it shows strange name of receiver, we don't have that name in our family and all of my friends, the signature is also strange !

This is the second time this month that the Purolator Driver hasn't bothered to buzz my condo when delivering a package. My name and buzz number are on a list - and in one case was RIGHT ON THE PACKAGE! I assume he didn't even get out of the truck. I have seen this complaint about Purolator many times both on sites like this one and Twitter. The first time I was called to reschedule delivery the person I spoke with even said "must be a lazy driver". This time I was so angry that I'd have to wait 4 days for re-delivery (long weekend) that I have to go pick it up across town as soon as I get some magic call that says I can (it's been about 7 hours so far).
Last year my company used Purolator to ship a large museum exhibit across the country. Would you believe that they lost a 90lb. crate, never to be seen again? Plus a computer monitor was delivered in pieces with a note that said it was improperly packaged. You should have seen the box! It was brand new when it left our office and looked like it had been thrown off a truck and dragged a mile when it arrived. It had black gashes and dented corners and glass was falling out of the corners - yet at no time was it labelled as damaged until the driver tried to get a signature for it.
I certainly would never choose this company. I would advise anyone I worked for not to use them, I will specially request on-line companies that use them to please use ANY other company and I intend to keep saying it to anyone else who will listen.

so I paid for my diploma to be delivered when it was ready to avoid the hassle of going to pick it up halfway around the city. the result - I had to go pick it up myself. want to hear why?

my college took the money $15 for courier service. the courier (purolator) apparently on their tracking system showed "address correction needed" even though the address is correct. purolator made no attempt to deliver it - there was no sign or notice left either of a delivery attempt made - because none was made as I work from home so I'm always here. in case I don't know - a notice card would have been proof they did actually come by - but this was not present.

when I was about to call them to give them a peace of my frustration - I dont care if its their employee or the executive - I know me going nuts on them wont do anything - but at the end of the day I know I paid them $15 plus lost an extra $10 + 4hrs of my time to pick it up myself because they didn't do their job for the money they took. so I planned on going nuts on whomever has a badge of purolator on them - so if its an employee or an executive somewhere someone will feel my frustration and maybe somewhere the employee can go tell his boss of the complaint.

oh, but you can't do that. they know they don't function professionally - the phone number has no option to talk to a representative. its all automated.

essentially I lost the $15 for the courier fee of delivering my diploma, then because they didn't deliver it - I lost 4hrs of my time to have to go pick it up plus gas plus parking fees.

first use, never again. waste of time and money with these guys.

Parcel/package delivered to Calgary from Toronto. Out for delivery today on a truck. I'm at work today, so I can't be home to receive the package.

I have given my condo manager authorization to accept the package on my behalf, but Purolator doesn't care. The package can only be received by me. No ifs, ands, or buts.

I'm at work, I can't be there to receive the package. Purolator doesn't care.

I can be home after 5 pm, like every regular Joe that works a 9-5 job. Purolator doesn't care, their drivers don't deliver past 5 pm.

I can pick the package up from the Purolator shipping centre tonight, if the driver leaves the package with them. Purolator doesn't care. Their rules are to send it back to the airport warehouse, and THEN send it out to the shipping centre the following day for pickup.

You don't like it? Too bad.

I will never do business with Purolator if I can help it at all.

There is no way to reschedule delivery of a parcel. I tried phoning and listened to recorded choices none of which fit my situation. They choose the questions they want to answer and leave the customer out of the loop. You can't even leave a message. I do not own a car. They insist I pick up the parcel. For me to travel to another city in order to claim my parcel requires me to to travel by bus and/or train. I've been to their website. It's every bit as useless unless you want to open a business account with them. Even then you cannot at any time speak directly to a live person. You do have the dubious pleasure of listening to their prerecorded biased information.

Purolator Representative never attempted to drop off the package

My package was shipped out on January 14th from University of Windsor to my address in Toronto. I was told that I will receive the package in maximun 3 days. As that did not happen, and due to importance of the package, on January 20, I have contacted Purolator - they had no information about the package. My husband than called today JAn. 23/2010) and was told that the package was sent back to Windsor last night.

My husband works from home and the Purolator representative has never attempted to drop off my package to the indicated address. In addtion, no sticker was ever left for us to come and pick up the package.

This is not the first time that we have experienced unsatisfactory customer services from that company.

This is not the first time that we are experiencing unsatisfactory customer services from your company.

Thank you

We had a regular daily Purolator pick up at the office that i work at, and a regular driver. Well one day we had more than the average amount of boxes to be picked up. and as i was on the phone with a client, the driver persisted to try interupt me and ask for help with walking the packages out to the Purolator truck. When i told her that the people here were to busy to help she got mad and accidently dropped two of the boxes at the top of the satirs and instead of just picking them back up she kicked them down two flights of stairs right in front of my eyes after i asked her to please stop kicking them down the stairs, she continued to throw several more of the boxes down the stairs. well if something isnt done about this female driver than i will persistanly call until something is done, like she be fired ... UNACCEPTABLE for a business to hire people like that perticular driver.

This company is absolutely useless. I received a phone call today about a package only being held until Oct 28, 2009 (yes, yesterday's date!). This was the first I'd heard that they had a package for me. They left no "We missed you" paper, and didn't attempt to deliver the package to my door - I know this because I've been home for the last 2 weeks since delivering my newborn son. The message I received only provided the date they're holding my package til, the company, and the reference number.. No # to contact them at, and no info as to WHERE I could pick up my package. Looking at the tracking info, I can tell that they've been sitting on my son's birth certificate. Nice of them to not call until AFTER the date they're supposedly sending the item back. Useless.

2009/10/29 07:38 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/28 07:33 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/27 07:42 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/26 07:15 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/23 07:57 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/22 17:28 Available for Pickup via TORONTO (NORTH/NORD), ON depot
2009/10/22 11:18 Scheduled Delivery Appointment Required via TORONTO (NORTH/NORD), ON depot
2009/10/22 07:45 On vehicle for delivery via TORONTO (NORTH/NORD), ON depot
2009/10/21 15:41 Picked up by Purolator at Receiving from FRONT DESK of ONTARIO REGISTRAR GENERAL at 189 RED RIVER RD, app. 2NDFL, THUNDER BAY, ON P7B5E7 via THUNDER BAY, ON depot

But this isn't surprising. I've had 2 other packages come through them, and neither had been delivered. The first they didn't even attempt to deliver, the second I changed the delivery address BEFORE it even hit the city (I'd moved during the 2 months between the order date, and when it was shipped), and despite the company I ordered from changing the address, and ME calling them every day for 2 weeks, Purolator still attempted to deliver it every day to my old address. I was then promised that it'd be delivered that day because they had kept screwing up the delivery.. Called back at the end of the day wondering where my package was, only to find out it hadn't gone out, and that I'd get it 3 days later and that I couldn't pick it up because they'd lost it in one of the trucks. Suffice to say, the only reason the item in the package wasn't broken, was because of the packing foam that the original company packed it in - the box was ripped up and dented all to hell.

Worst service ever. Avoid this company like the plague.

purolator was suppose to deliver a hot tub pump and motor to myself. they are saying it was delivered even though my 17 yr old daughter was home all day. they said it was impossible for the driver to drop it at the wrong address and proceeded to tell me that it was the fault of the company i bought it from because they did not ask purolator for a signature. purolator also told the electric motor warehouse it was my fault because i myself didnt require a signature. so much for trusting puralator to deliver a package and admitting fault. i guess its like this anyone who would like to buy a box of nothing have purolator ship it for you, it will only cost 300 dollars.

The first time my package was delivered was unscheduled and a week day so of course, I was working. I live alone and so those wide hours in which they expect you to be home (8:30 - 5) are really inconvenient. I called to try to reschedule and the lady on the phone told me I could leave a note to the driver telling him to leave the package inside the door. I left a note, bilingual, with my name and phone number saying exactly that.
That evening I got home and found a delivery slip taped right next to the note, and no package left. Really irked, I called Purolator again, and apparently the first agent had neglected to tell me i had to include 5 extra pieces of info on the note or he wouldn't leave it. Thanks alot. This next agent was really apathetic. She couldn't promise that it would be delivered a third time and told me to call back in the morning. "That's it?" I said. "Yep." She said. Dead silence. "No, 'sorry for the inconvenience, thanks for using Purolator...nothing like that?" I said, honestly a bit put off. "Thanks for using Purolator." She said in a really ingenuine tone.
The next day, today, I waited all day long on my only day off for this package to finally get here. It was a beautiful day outside. I called twice asking why it was taking so long and noone could give me any sort of status update or approximate time or anything (and still no 'sorry for the inconvenience' 's either!). 5:00 rolled around and still no one came. 5:10 and they finally arrived. No apology for the wait, no care whatsoever when I explained I'd waited all day and the very least they could do was show up within the time frame they had given. "I had things to do", the driver said. Ridiculous, I say. I'll never EVER use Purolator again. No wonder my friends in the states have never heard of them. What a crappy company.

I ordered stove parts from a company that uses Purolator. I recieved notice on sunday aug 2 that my package arrived. it was a long weekend in canada so on tuesday morning august 4th i called about my package. I was toled it was at Kipling and i asked if it could be sent to Adelaide and Yonge. they said yes and gave me a new tracking number. when i went tp pick it up they told me it was never sent to adelaide and that it was shipped back on tuesday the 2nd from kipling as this was the 5th day. first of all, it was not the 5th day and secondly even if it were i shoudl have been told you better get it at Kipling or it will be shipped back today and then i would have done that. Purolator is nto taking ANY responsibilit for this error. The reference # of my call on Tuesday is 3859377. the person I spoke with to make the complaint was Melanie and she tried to be helpful. She acknowledge that it was " the fault of the depot' and that the fault of the person I talked to on Tuesday August 2nd. PUROLATOR need to get their act together!

So I ordered a nice new computer off of Dell Canada for a really good price, albeit a long wait for production, understandable because it incorporated the latest highly sought after technology.

However free shipping puts me at the mercy of their own affiliations as far as shipping company goes (not that they offer any options beyond free ground shipping. However I had certainty to count on; an estimated delivery date which SHOULD HAVE been a certainty from the get go. (Infact it was only 1 day off from the first "delivery attempt" by Purolator.

I was vigilant, checking out the window every minute or two for my oh-so precious cargo. When on one check I spotted the Purolator truck down in my building's loading zone. Without hestitation like a child on Christmas Morning I ran downstairs without stopping to put shoes on or anything.

I hung my head out the door probing the truck with my eyes, the driver nowhere in site, expecting him to pop out the back of the truck at any moment, instead after about 30 seconds of waiting he appeared in the cab of his truck, started it and drove off.

Confounded I went back to my apartment and checked the door for a sticker, none(understandable, after all it is an apartment building.) There were no messages on my answering machine so I refreshed the tracking info I had on my computer screen.

The packages had all been scanned. "Scheduled Delivery Appointment Required." so I wrote down their hotline number so I could phone it the next morning after work.

When I arrived home later that night; still no telephone messages and the packages were rescanned upon arrival back at the depot with "Scheduled Delivery Appointment Required.".

The next morning I woke up bright and early and called the customer service hotline the minute it was open and quickly snuck my way through to a representative. (7:30am). I mentioned having the appointment required tracking status and asked if I could just set it up so I could go pick it up at the depot, preferably today.

So the nice lady(who sounded like she had just woken up.) worked her magic on the computer system. I was told they either already were at, or were on their way to the Winnipeg Square depot. A fairly inconvenient location to have to pick up 3 large expensive boxes from but I figured I could manage.

So I went back to my computer and reloaded the page to track my packages and low and behold at 7:40am they were scanned onto a truck for delivery!(Despite being flagged that a scheduled appointment would be neccesary.)

Just as my blood began to boil my phone rang, but I was too infuriated to answer so I just let it ring out so I could listen to the message after. It was a call from the SARGENT AVENUE depot, to let me know that they couldn't get my package off the truck on time and that it was sent out for delivery to my apartment address.(Even though it was supposed to be going to the Winnipeg Square depot, instead it was sent for another delivery attempt despite it being flagged for scheduled delivery.)

So here I am now...maybe they will actually attempt to deliver it today while I'm home or maybe they'll actually keep it in one spot so I can go pick it up tomorrow, the adventure is sure to continue.

I ordered a large piece of furniture and two smaller items from an online store, and took advantage of their free delivery promotion. The item left Toronto on Jan 6 and didn't arrive in Montreal until Jan 13. I was told the item would be delivered on the 14th, between 9 and 5. So I waited the entire day. NOTHING. I called and they said there was a hiccup, and the item would be delivered the next day. NOTHING. I called back, really annoyed at having wasted two entire days waiting for them to show up. I was told that the item would DEFINITELY be delivered on the 16th, the Friday.

On the Friday, I got the two smaller items, but was told that the 3rd item would be delivered on the Monday - the 19th. I called and complained that it was ridiculous that I'd have to wait at home again all day for a total of 4 wasted days.

The item was finally delivered on the Monday - ALL SMASHED - and this is hardwood, not some cheap veneer crap. So I called the store, they sent me the paperwork to have Purolator pick it up and return it. and they asked me if I wanted to replace it. and I said no, because I don't have enough time to waste waiting around for Purolator to MAYBE show up.

When Purolator came to pick up my item, after I had told the dispatcher that it was very heavy, the driver complained right away that "we're not movers"... and I pointed out that it was PUROLATOR that delivered it in the first place, and that maybe they shouldn't have the contract if they weren't happy. He sarcastically said that he didn't know why they had the contract either. Anyway. I offered to help him carry this to his truck, even though this IS HIS JOB. (btw, I'm a woman)... then he complained that the paperwork wasn't correct. I told him at this point that this was no longer my problem. He called the dispatcher to complain, and finally just left all this stuff for me to lug back into my apartment.

I just don't understand how, in this day and age, they can hire people who are so lazy and unwilling to work, when I'm sure there are some people who would LOVE such a job. I told the customer service person at the store that until they change their delivery company, I will not be buying any of their products, online or in the store.

Purolator they really sucks. Their drivers are lazy. May be they are not but they are burned with lots of deliveries and pick up, so cannot keep up. (Still not my problem) purolator doesn;t want to hire more people as compared to their work committment. (Still not my problem)

Most often their deliveries are not done and various lies posted on tracking system to make fool out of you. The mistake is put on recipient.

Their regular excuses are : address correction required, customer not available, customer refused package etc. These claims are made by driver in most cases to avoid more work. This is done even before coming to customer's premises.

Just don;t trust purolator, they really suck. Don;t waste your time, money and your important business with them.
Just avoid them. . . They are crapiest company i have ever seen in this country. .

Not to talk about customer service. . . Mostly your phones will not be picked up or it will be on hold for long. Even if you manage to get them on phone, she or he will repeat same thing what is written on tracking. No help or means to solve problem will ever be suggested by them.

"i don;t know " attitude of customer service is what is making them one of the worst courier service here. .

Keep them out of business. They are absolutely jokers. Their seniors hide behind those poor customer service girls and toll free numbers. There is no way and means to even complain and some how fix the situation.

I am totally annoyed with these jokers. Wonder how they are even in business?

2009 / 02 / 09 14:47 address correction required via mississauga (West / ouest) , on depot
2009 / 02 / 09 07:04 on vehicle for delivery via mississauga (West / ouest) , on depot
2009 / 02 / 06 19:30 shipment in transit via mississauga (West / ouest) , on depot
2009 / 02 / 06 11:45 address correction required via mississauga (West / ouest) , on depot
2009 / 02 / 06 08:01 on vehicle for delivery via mississauga (West / ouest) , on depot
2009 / 02 / 05 20:11 left via toronto sort ctr / ctr trie, on depot
2009 / 02 / 05 20:04 shipment in transit via toronto sort ctr / ctr trie, on depot
2009 / 02 / 05 18:10 shipment in transit via toronto (East / est) , on depot
2009 / 02 / 05 15:33 picked up by purolator at front door

I have been expecting a parcel for the last 4 days. Last night I received a phone call from in ignorant secretary advising me that I must come down to Purolators' office to pick up my parcel. I asked her if they were not in the delivery service, and was rudely told "if you want delivery service you had better make sure you are home next time." I asked her when the delivery driver was supposed to have been to my home. I was told that he was here last Friday, Monday, and yesterday, which was Tuesday. The problem with this is that I am home-bound, I haven't left my home due to medical reasons in quite awhile. The secretary assured me that I must not have heard my buzzer, or it was broken. I assured her this was not the case as my son got locked out earlier and had to buzz me to get in. I was then told that they would make an exception and try to deliver it one more time. (Don't go out of your way, it's not like delivering parcels is your job or anything.)
I was very annoyed with the ignorant attitude I received and did not like the way this "woman" insinuated that I had lied about being home. Normally I would have let this go, but the more I thought about it, the angrier I got. I then remembered that if the driver comes to your home and you aren't there, it is their policy to leave a notice that they were here. So if the driver was here 3 days in a row, where are the 3 notices? NOT HERE! And to be honest, living in an apartment with 95% seniors, I can't see one of them going out of their way to steal/hide notices from Puralator.
Next, I went to the landlord and asked to check the security tapes for the 3 days in question. THE PURALATOR VAN DID NOT COME EVEN ONCE! THE DRIVER LIED! I am so sick of this company, get someone who will do their job properly, in these tough times it won't be hard to replace incompetence.
I am sure it was the same driver who last summer buzzed me and asked me to come downstairs to pick up my parcel from the lobby. I asked him if it wasn't his job to deliver the parcel to my door to which he replied, "it's too heavy." It was heavy as I had ordered a BBQ. I asked him if he had a dolly to which he gruffly stated NO! This left me wondering if he thought it was too heavy, how would I, a female, 120lbs lighter than him, get this up the stairs by myself. The driver stated, "It's not my problem, I got it here, it's up to you." He turned around and walked out the door. I had to phone my father to come over after work and help me bring it upstairs.