Purolator
Reviews and Complaints

I work from home, I spend all day at home. Purolator routinely leaves "Sorry we missed you" tags on my door WITHOUT attempting to buzz and deliver packages I order. It has happened yet again today. After experiencing this as a regular problem only with Purolator, I do not have any confidence in this courier. My standard practice now is to write to the business from whom I have purchased products and advising them that Purolator has failed to deliver the package, and encourage them to change couriers.

My name is Dorothy Knott, my address is 774 Great Northern Way, Apartment #611 Vancouver B.C. v5t-1e5 and my tracking number is [protected].

One week ago the delivery driver rang my entry code for EXACTLY TWO RINGS AND THEN HANGED UP LEAVING A NOTICE.

I am 89 years old and I, as well as everyone else on the planet, require more than two rings to get up and go to the phone.

I immediately called and explained the situation AND explained that this was a much needed space heater which was essential as my apartment is very cold.

I was told not to worry, a redelivery request was put in and it would be delivered the next day. Day after day I was told this and IT HAS NOW BEEN A WEEK OF SHIVERING IN BED!

Obviously once they see a redelivery request they consider the matter closed as checking up on the progress or verifying the delivery process has started would take too much effort and they have no real interest in customer satisfaction. So they simply pass the buck and let the matter drop.

I'm at my wit's end and am now at the point of calling my local senior's advocacy group and the Vancouver Sun and Province newspapers to see if they would be interested in a story : 89 year old widow spends cold blast shivering because of unfeeling Purolator Corporation.

Shame on you!

Take some responsibility, show some initiative and DELIVER MY SPACE HEATER!

The shipper put a box address instead of a street address. It was picked up in Edmonton went to Red Deer where they held it as it had a box instead of a street address in Rocky.

Why when it was picked up in Edmonton did they even take it if there was a box address?

Now it is being held in Red Deer instead of at least bringing to the depot in Rocky.

Purolater delivers to our location more than once a week already

they know where we are at.

This is very poor service.

Claim 636071 PIN [protected] REF [protected] CS-[protected]

Friday, January 27, Purolator delivered to my home a package worth $800 in a completely smashed box (see photo of the box). Half of the parts (automotive) are missing in it. I fill out an inquiry request and a claim request. A few days later they send me an email stating that my requests are refused because it is a package delivered without a signature and Purolator is NOT RESPONSIBLE for ANYTHING. I now have to take long steps with the sender when it is in no way his fault.

Unacceptable. I want to inform as many people as possible about this kind of injustice. My case will be revealed on as many platforms as possible to expose the questionable policies of Purolator, a carrier to be absolutely avoided.

- Guillaume

Terrible service and organization. Terrible customer service.

Where to start... the last two weeks I have had 4 packages delivered by Purolator from Dell.

Every single time the packages get to the 'local' sort facility in time (per the schedule). BTW the sort facility is 20km from my house. Each package is put on a delivery truck in the AM for delivery that day.

Then, every single time - late in the day I get the 'delivery suspended due to bad weather' - yet every single day the weather is fine.

So after this happens 4x I reach out to customer service... and get lied too... first it was 'local weather' which I shot down then it was 'weather elsewhere ' (which again I shot down as it was at the local sort facility).

By this point the rep was annoyed that I wouldn't stop asking questions- and then they admitted this : DELL PACKAGES ARE SCANNED AT THE SORT FACILITY AS GOING OUT FOR DELIVERY BUT NOT PUT ON TRUCKS FOR ACTUAL DELIVERY

So they scan them to look in the system like they are going out - but they have no intention of actually delivering them that day.

My guess is so that for a big sender like Dell the delivery analytics look like they are 'on time' more often than not and 'weather delays' are an acceptable outlier for delays.

Some packages are being held at the sort facility for DAYS before they are actually sent out.

Terrible practice and shat service

I just watched customer after customer held up in long waits or denied service at one of their Edmonton stores because you can't track names and addresses to packages or properly verify identity in a simple way.
While I was wasting an hour on this, I saw a half dozen other people hitting the same type of barriers. The staff at their Edmonton office on 104 Ave. was turning more people away than giving them packages.

I've never experienced this with any other shipper or parcel pickup office. My package had been at this location only a few business days, but the Purolator staff was about to return it to the sender with no attempt to contact me.
If Purolator's only communication with people receiving a package is SMS, they're creating barriers mainly to older people, handicapped people, and those who don't have a phone or have a hard time keeping one in active service.

Completely garbage company that cannot complete the most basic services they are offer. Without fail EVERY SINGLE TIME something gets shipped to me via Purolator it takes a minimum of 2 delivery attempts to actually receive the package. First one is always marked as 'receiver unavailable' regardless if someone is home or not, their drivers are apparently so incompetent that they cannot figure out how to work an intercom system in a city where 90% of housing is condo buildings with intercom systems. They NEVER attempt to deliver if a buzzer code is not expressly provided, regardless of how easy the buzzer code is to locate on the enter phone system. And then on subsequent attempts will not deliver the package even if they are buzzed in. The depot is located sooooo far outside the city center god help you if you need to pick up from the depot and don't have a car. Want to redeliver or send to different location? NO CHANCE they can make that happen next day no matter how early in the day you make the request. Just an absolute [censored]show at every turn, made worse by the fact that EVERY other shipping company (Canada Post, UPS, FedEx, Amazon, etc) all delivery to the same address without issue, promptly and on time. Why is it so difficult for your company to simple just do it's [censored]ing job?

Absolute [censored]ing joke of a shipping company.
I ordered an expensive high-end gaming pc and they “put it on the wrong truck” and now I’m being told I won’t receive it for two weeks at best.
Are you [censored]ing kidding me? First off, my address literally has my city name in it, how did you [censored] that up? Secondly, I ordered it from a store one hour away and you’re telling me it’ll take you two weeks to deliver?
Just enough time for your driver to heat gun my seal off, swap the graphics card, CPU and ram with garbage, and replace the seal as if nothing ever happened. There are already reports of this on Reddit.
Anyone intending to make an online order that uses Purolator, I urge you now to find a different service. These guys are scamming [censored]s.
I will be filing a police report against the driver, and will be getting in contact with my lawyers to see how to proceed further.

Hi, I brought a package and label in to this location, I had used it in the past and it was good, fine. Today early afternoon Jan 26, 2023 I was there and the manager denied me the use of scissors or take and told me my label was too light and would not test it and told me it would cost me 4 dollars for the use of scissors or tape. She said Amazon does not pay us for these things so we have to charge.

She sent me to another location an hour's walk away and said they would do what I wanted for free, they had the location written on a card and told me lots of people go there, it was 1712 Davie St. There was nothing but a restaurant at that location but after walking another long way I was directed to a place on Pender and Thurlow which was very good and had no trouble with the label and checked before hand to see and it was all done politely in 2 minutes. They were really nice.

So I would like to warn people to not go to the Robson St Purolator in downtown Vancouver, they are very mean and dishonest. I will never go there again myself.

Hey,

I booked a Purolator express delivery on December 13, 2022 under Sidharth Thakur for BLS. It supposed to be a 1 day delivery system but I do not think my application reached BLS within 1 day.
Also I got an email from BLS on January 12, 2023 (Thursday) that my application is sent back for some reason so I was expecting my package back on January 13, 2023 (Friday) but I did not show up. Even on Monday, it did not show up. My package finally shows up on Tuesday, which is not 1 day delivery system.

I paid $90 for the service, that means $45 each side and I did not get the service promised. I would like to get a refund and file an official complaint about it on a complaint form please.
Hope you be able to resolve the Issue as soon as possible.
Tracking number to send package to BLS : [protected]
Tracking number to Receive package from BLS :[protected]

The delivery driver came to the alley and dropped off my package to my garage door instead of coming to the front of the house. He did not ring the bell or knock or anything. He just left the package in my driveway. My driveway is at the back of the house. It could have been stolen had I not checked the shipping status. The whole delivery is recorded on cameras.

Delivery in Vancouver, BC on Tuesday January 17, 2023.

My package was picked up on Jan 12th at Saint-Jerome in the afternoon. It arrived to Montréal in the evening, so it should have been on delivery on the day after (the 13 so today), but instead it was shipped back to Saint-Jerome. When I reach out to customer service, I had no explanation about what this happened and no solution were offered to me to fix the mistake done by your service.

Tracking ID [protected]

The mistake is on you, I shouldn't have to be impacted by this.

Worst delivery service in BC. Purolator will waste your time, consume your energy and not deliver the parcel. They have my parcel since Dec 21 in their facility, it's Jan 12 and I just wasted another day off waiting for the delivery. I contacted their agents through the chat, calling, and emailing... And they keep saying there was no space in the delivery truck, or other excuses like missed connection. Don't use this service, and don't buy through any retail that uses this service (like Best Buy, for example).

GLR000393928

Absolutely the worst delivery company ever and has useless representatives that can assure the package will be delivered. The delivery guy does not even knock or ring the doorbell BUT just leaves a note saying they missed me. I have the CCTV footage that captures how effortlessly the driver just leaves the note and drives away. The driver didn't even leave their contact number to call back or neither calls the recipients when they arrive at the premise. I live in the basement and no effort is made to ensure the package is delivered. My house owner was also in the house when the delivery guys came and heard nothing. I had to call customer service and wait 1 hour before I can be attended to. When I ask for re-delivery, the answer I got was subject to availability. MY FOOT! PLEASE DO NOT GO WITH THIS COMPANY. don't waste your time. Purolator - If you cannot commit to customer satisfaction and end-user experience, do not run a servicing company. JOKERS. I am yet to receive my package still.

Dear Sir,

My seller sent it to me on 21st, supposed to deliver on 22nd.

23rd, it was out for delivery as per tracking, then it got changed due to weather conditions. I called customer service, they told me it was back to ware housed they can make a request to keep it for me to collect on 24th. They advised me to wait for email to come to me. However I went there on 23rd, front staff told me driver has not yet come back. They may attempt to deliver again the following day 24th. It was same story again “ out for delivery at 7am, then weather delay 28th delivery). I went warehouse to collect it. Website showed it will be on 28th. Staff at port wells warehouse gave a different story” driver did not return back on 23rd, it was not scanned at all in warehouse, he attempted to deliver on 24th but could not so he will bring back, it will be attempted again on 28th. I complained it was not reliable as the customer service told me no parcel will be kept in the vehicle. Then another senior stafff came from inside, she must have changed something inside, suddenly my tracking in the phone showed it is out for delivery again. She asked me to go home. I was waiting but no delivery.

I wasted my time to go the warehouse twice, not sure why they can’t hold it if the driver brings back every day.

How did they suddenly change the tracking information at 1pm, it showed me out for delivery again at 1pm but no delivery till 6pm.

I could have easily picked up from warehouse if they kept for me.

Please make it a formal complaint and investigate, my tracking id is [protected], my name is Parthasarathy Kandasamy delivery address is unit [protected] street Surrey bc v3z 8n6 phone [protected]

Thanks

Yours sincerely,

Partha

I purchased something pretty expensive online and had it shipped to my in-laws house because their house is more accessible and there's usually someone there. Receiving the package was actually quite an ordeal because:

1. I was not told when I purchased it who would be delivering it, or if there were any conditions like a signature required. - Not really Purolator's fault, but it would be really great if it was made clear what requirements were needed before I purchased so I knew where to send the package. However, I didn't see anything like "Signature required" on the purolator tracking page or the email I got when my package shipped. Desired outcome: please make this information more clear and obvious.

2. The package delivery was attempted, but unsuccessful, my in-laws found the "We're sorry we missed you." note floating around in the yard. The only reason they knew to look for it was because I had requested email updates on my package. - Would have been better if this notice had been put in their mail box, which is right next to their door. Desired outcome: Please put the notes in mail boxes or put stronger adhesives on them.

3. My in-laws were kind enough to go to the pick-up location to try and pick up my package for me, but when they got there, they were told that the ID presented needed to not only match the address on the package, but also match the recipient's ID, which wouldn't have been possible in any case since I don't live there. - On the "We're sorry we missed you." note, it does not specify that the name on the ID needs to match the package. If there are different conditions for different packages, it would have been better to direct us to check the Purolator website for what we needed to provide, in order to avoid unnecessary inconveniences. Desired outcome: Please put clearer instructions on the "We're sorry we missed you." note, even if it's "go to purolator.com and type in the tracking number to find out what we'll need from you when you pick it up."

4. I went to the pick-up location with my in-laws to finally retrieve my package only to find out that the hours listed on the "We're sorry we missed you." note were incorrect. We were there at 8:00 in the morning on Saturday the 17th, which is when it said the location opened on the note, however, it turns out the location opened at 9:00 instead. - The information on the slip was incorrect. We had to go away and come back again, the third time for my in-laws. Desired outcome: Double check the location's hours, specifically this location, because the hours on the "We're sorry we missed you." note are wrong.

Attached is a pic of the "We're sorry we missed you." note that was received. There were actually two packages that were missed delivery, one on the 15th, and one on the 16th. I only have a picture of the note from the 15th, but on the note from the 16th it said specifically that the package would be available for pick up at 8:00 on the 17th, which was Saturday (today).

It's bad enough that all of this hassle happened, but it's also winter, so there was additional aggravation for everyone.

I sent my Indian and Canadian passport to the Indian visa processing centre through a purolator pick up on 12-Dec-2022. My tracking number is [protected]. From the tracking information, it looks the passports have been delivered to an Amazon depot again and again. I am totally stressed out as the passports are critical documents and are being handled without any care by Purolator. They are not being delivered to the correct address. I am not sure why this is happening again and again.

Please please please help, and help me save my passports.

Amit

Purolator driver dropped two packages at my delivery address, however, he was too lazy or didnt care as he left them a few feet off the roadway leaning against a fence post. Packages are damp and dirty.

Packages were from shutterfly and contained photographs.

These packages were left out in the weather and laying in the dirt.

It was only 20 feet more to drive up to our deck and leave them undercover which is what all other couriers have done so far.

Tracking Number:

1ZV065706798515150

21830 3 ave, langley, BC

The delivery staff buzzed my condo suite requesting entry but denied my repeated asking for him to confirm the name of recipient as a security measure before permitting someone into my building. In fact, he hung up on me without a word. When I immediately ran downstairs to catch him before leaving, he said it’s because the name on the buzzer doesn’t match the name of the recipient so he knew my name but didn’t want to do his job earlier of confirming it, during which I could’ve explained to him the difference. This delivery was already delayed due to supposedly lack of delivery info but they eventually figured it out without contacting me so I evidently provided sufficient information to begin with.

The effort to reach the recipient has repeatedly lacking in the past few months, like the staff just want to leave a sticker and I have to go out of my way to pick it up from a location when I paid for home delivery.

Package ID# [protected]

Route # 363

We found the sticker note "We're sorry we missed you." Dec. 7, 2022 4pm.

All 6 members of our household was at home. Our door bell is in fine working condition. My sons were home from school 3pm and one from work 2pm. I arrived home 3:30pm and my wife 3:45pm. To say that we were not home, is utterly ridiculous. Lazy delivery person. I will also make an official complaint to Virgin Mobile, your customer, of your poor lazy service. He could have just rang the door bell and the delivery transaction would have been completed max 2 minutes. Now I have to make a trip after work to pick up the package, a waste of time and gas because the delivery person did not want to spend two minutes doing his job. The employee attitude reflects the kind of company Purolator is. Terrible, lacking integrity and excellence that should be a standard, bare minimal service for a courier company. I will share this with my Facebook and Instagram friends as well.