Purolator
Reviews and Complaints

Package claimed to be delivered, but it was not received. Checked my neighbors and nothing. There is even a similar address a street over where I know the residents, and he received nothing. Our address is easily identifiable , and difficult to mess up. Yet, my package was "scanned delivered" by the delivery person and Purolator chat agent said there is nothing that can be done but contact the seller. This isn't the first time, and no exaggeration everytime I deal with Purolator it's an absolute hassle everytime. They are by far the worst shipping company out there.

Good morning,

I am with the Canadian Food Inspection Agency, and we often send samples via your delivery system.

The last week of November a shipment I created; November 30 was not picked up until December 5. I believe this is the tracking number [protected].

As a matter of fact, the tracker system indicates Dec. 3 that the item (s) would be picked up the next business day what happened to the two-business day prior to the 3?

thank you

I would like to complaint about a stolen package. The driver just left me a post-it on the door. He did not ring the buzzer. We have Snaile lockers and the hallway of the building has 3-4 cameras. He just showed up, posted the "Pick up post-it and left". I spoke with strata and the camera recorded the incident. It's the third package that is not being delivered and same tactic by the drivers. This has transformed in a Notice delivery only. GMN001090483 was supposed to be delivered 30th Nov. Yesterday I spoke with Sherry (your agent on chat) and she told me that they will make a redelivery. Today I received an email that I need to pick it up. I spoke with another agent now on chat and they just closed the chat on me. This is not ok. Stealing packages and not even giving an explanation or being able to file a complaint. I will contact the police in regards with the driver. If this will go further, I will send the saved chats to TV stations, radio ones and papers. Maybe one of them will find the time or curiosity to publish something.

I had a package shipped on Monday, Nov 28th. It is now Wednesday. According to the package tracking system, an attempted delivery was made on Tuesday, Nov 28th. No delivery attempt was made. I know this as I work from home. Now the tracking site says that there is no estimated delivery date.

I tried using the virtual chat bot to see if I could get any further information and if I could pickup the package. The bot was less than helpful as it couldn't tell me where or when to pick it up. It couldn't even tell me when another delivery attempt would be made and when I asked it to schedule it for today, it said that was impossible.

On top of this I called yesterday afternoon. The system put me into a queue that took 1 hour go actually talk to someone. A 1 hour queue is simply not acceptable. She informed me that in-fact no deliver attempt was made according to her system. She said that the package never got scanned into a delivery vehicle. Why in the world would the tracking site say 'Attempted delivery - delivery date rescheduled' as well as an email informing me that a delivery attempt was made when the package has not ever been on a deliver truck? The agent on the phone was also unable to let me know when my package would be delivered.

Now then, I had a package shipped on the same day from Canada Post. It arrived yesterday. I have a package coming from China, shipped on Saturday. It's due to arrive tomorrow. Has Purolator fallen so far off the cliff that Canada Post is a better service? Why did I pay extra for my delivery to ship Purolator when Canada Post would have delivered it already? The service that is in use should have delivered the package on Tuesday, however, as of 11:30 on Wednesday, I still do not have it and the tracking site still does not have any information on when it will be delivered.

All in all, I'm extremely dissatisfied with Purolator's service level. I will never, ever request a package delivered by them and have Canada Post used instead.

We have had 3 items supposedly "delivered" by Purolator in the last 2 weeks with all of them marked "delivery attempted" &/or "undeliverable" when we were in fact home. We then had to go pick them up the next day. Now, I don't mind going to pick up my items but I get super pissed off when they say they tried to deliver when they didn't. They need to stop lying and just let people know they won't deliver.

Purolator PIN [protected], Nov08.22

Purolator PIN [protected], Nov10.22

Purolator PIN DCM020445141, Nov16.22

I'd like to complain about one delivery (EHJ000577045) for something that I bought at Amazon.

It seems that your drivers did not follow the instructions that I added in Amazon or they don't know how to buzz an apartment building. They said in the report that "Attempted delivery - receiver unavailable", but I was at home all the time (since I work from home) and the buzz connect directly to my phone (I tried to do the same process and it worked), and the phone didn't ring one single time, even though they said they tried. I had other deliveries from Amazon, and Purolator was surprisingly the only one that could not call/buzz me.

Also, when I called yesterday, the support in Purolator told me to add my email to track the delivery but this doesn't seem to work, since I received an email at 9am today about the attempt to deliver the order, but it seems that no temptation was made today...

I just want to also add that if the only option to deliver something bought from Amazon is this company, I won't buy there anymore. And I already mentioned it to Amazon itself.

I won't recommend this service to anybody.

This afternoon I was crossing the street with my infant in a carrier and my 3 year old on a trike that I was pushing. A Purolator driver made a left turn at a very high speed and almost hit my children and I head on. He was about 5 inches away from us before slamming his brakes. It’s was the most terrifying thing I have ever experienced! My children and I almost lost our lives! Once I was able to gather myself, I realized that not only did he almost hit us but he turned into the wrong lane. We were in what would have been his left lane. I screamed at him and said “you almost killed my kids and !” He responded “I know, sorry” with absolutely no remorse in his voice! This could have ended very badly and I’m grateful that we’re alive. I plan to obtain video footage from homes in the area. This incident took place at Willharper Gate and Hoover park Drive in Stouffville Ontario at approximately 1:35pm on November 9th.

I order from Amazon all the time the one driver is so lazy just throws the packages on my deck instead of walking up six stairs to place the package which results in stuff being damaged. This last time really made me upset I had ordered a winter jacket for my daughter through Amazon and because the driver did not want to drive down my driveway (at this time there was no snow or anything) he kept ahold of the package until my spouse was at work. He had my daughters winter jacket for five days! This is unacceptable im not one to complain but this time was the last straw.

On November 3, 2022 at approximately 1pm local time, a Purolator driver backed into our private driveway to deliver an Amazon package, and then drove up onto our grass. By spinning his tires, he tore up two parts of our lawn. Images of the damage are attached to this message.

We would like financial compensation for the time and materials it will take to repair this damage to our grass.

Included is my 3rd email trying to resolve this misdirected/misdelivered 80lb parcel still stored in my garage for a month since Sept. 28'22 destination: Anna Santos who apparently lives in Wasaga Beach, Postal Code L9Z 1E2 Cell phone:[protected]. Purolator shipping label # PIN [protected]. Mike Davidson, Customer Service Rep. incident ref. # [protected] to delivery depot, no response or contact to resolve!

Hello again Mike Davidson,

It is now Oct. 26, a month since an unknown 80lb box was delivered to my residence on Sept. 28th and taking up space in my garage. You sent an on-line request on Oct. 3 to your Purolator delivery depot in our Simcoe County region ref. # [protected] to contact me and schedule a redirect delivery to original owner/purchaser. I have NOT heard from Purolator, complete silence. I understand that this is not Purolator’s fault. The shipping address provided by the original on-line purchaser, Anna Santos of a unknown address and frankly does she even exist you delivery truck to my house, there is NOT such an address in Wasaga Beach as 23 Lamont Aveneu (incorrect spelling of Avenue).

I have not heard from you, your depot or this so called Anna Santos, PERIOD! Very annoyed at your so called customer service and follow-up.

I would like to suggest donating this one month old unclaimed item, a $600.00 bed frame from Wayfair to a homeless person in my county by donating this bed to my Wasaga Beach Ministerial Foodbank so an individual can sleep in comfort this winter.

Get on this Mike, need a reply

My address was accepted online when I created the shipment. I then got an email that the address was not accepted, so I attempted FIVE TIMES to correct it. They refused my correction, both through the bot and on the phone, so I asked to have it shipped back to me so I could use another company. The following day I received a delivered notice for the WRONG ADDRESS.

Driver came to my condo bldg y/day Oct 12 around 1pm and buzzed me - I was on the other line and missed the buzz. However, after seeing I missed the buzz - I ran out to the driver - I called out to him and asked if he buzzed me - he said yes and that he's left the "missed you" card in the lobby. I asked for him to give me the pkg since I was standing right there. He refused. He put it into his truck and proceeded to drive off. I stood beside the truck and asked if he was really going to drive off w/my pkg while I'm standing right there and he said yes. The man refused to give me my pkg and wanted to force me to go to the depot to pick it up. What sense does that make? That is totally unacceptable customer service. I called Purolator to complain - I said wanted them to have the driver come back and bring me my pkg - they said they could try, but unlikely - the woman was very sympathetic. She said most likely the next day. The next day I got a text the saying I can pick up, I called again and they advised I'd have to wait another day! I spoke to a manager who says that they will try to reach the depot to see if it can be delivered to me today. It needs to be delivered today. I should not have to go and pick it up when all of this could've been resolved y/day. It's the driver's fault and there should be disciplinary action.

On Thu. Sept 22, 2022 - 3:31 PM, a package was sent to me from Montreal.

It arrived in Vancouver Fri. Sept 24, 2022 - 11.27 AM

It was immediately flagged as Address correction required resolution in progress

Monday Sept 26, 2022 - 8:10 AM still showing Address correction required

Tuesday Sept 27, 2022 - 8:15 AM still showing Address correction required

Tuesday Sept 27, 2022 - 8:41 resolution required - receiver contacted

I provided my address, which was the same as the address on the shipment

Wednesday Sept 28 - 8:05 AM still showing Address correction required

Thursday Sept 29 - 8:23 AM still showing address correction required.

I chat with customer service. Confirm my address, but they can't deliver Friday. Holiday. So I take their offer of having it held for pickup.

Monday Oct. 3, 2022 - 8:13 AM still showing address correction required

Contact customer service again - they say the shipment is marked to pickup and I'll be notified when it arrives at the pickup location

Tuesday Oct 4, 2022 - 8:22 AM still showing address correction required...

Wednesday Oct 5, 2022 - 7:10 AM Item being returned to sender, determined as undeliverable

I contact customer service again. She tries to change the status at the depot and not have it returned to sender. Tells me if they can't stop the return, it will go to the sender and then I'll have to contact them and arrange for it to be sent again.

Bowmanville location at “Staples “ I just want to bring to your attention that you have the Worst possible customer service at this location.The employees attitude is unbelievable arrogant and rude.I need to return to Amazon two packages, I’m handicapped operating with the one hand and to follow all the steps using email, website, taking screenshots and so on is so frustrating and difficult for me.I asked for help and they refused it They make me cry when it came to print the labels Once I started to cry the person servicing softened her heart a bit and printed the labels.Besides any time i need to return item to Amazon the process changing to make more difficult to return packages to Amazon,Overall I had terrible experience on October 3.2022 at 12:20 apps,I don’t think I ever will use that location again because of the extremely bad customer service

Our apartment building has a front entrance, where the directory is, and a back door that cannot be accessed by the intercom entry system. Drivers continually drive up to the back door, then just drive away and claim they tried to deliver the package, when I've been sitting upstairs waiting. On September 12th our internet went down. Our provider immediately sent out a new modem which, according to tracking, was on the truck for delivery on the 13th,and again on the 14th, and stuck due to covid on the 15th, and ready for pickup at the terminal on the 16th. The terminal is almost half an hour away from us, but near where my husband works so he tried to get the modem after work. They said it wasn't there. I called the customer service line and they said yes, it was. So I drove back across town only to be told that it was probably in the warehouse and they weren't going to go get it. Home again, empty handed. I called the service line a total of 3 times, each with a 20 minute wait to even speak to someone. All 3 times I was told that the package was there. I drove across town 3 times and finally received the package on the 17th. We spent 6 days without internet, an hour waiting to speak to customer service and 3 hours in transit , at today's gas prices! I filled a complaint locally, spoke to someone who assured me this would not happen again. So. Yesterday a shipment of veterinary diet for our cat was out for delivery. Again I waited all day and watched the tracking. At 4pm my husband was home from work and we were having tea. I checked the tracking and it said that a delivery attempt had been made and the receiver was unavailable. The attempt was made at 4:11!

Today it says that I can, once again, drive all the way across town to pick up the package for which a delivery charge has been paid. Given the track record here, I'm crossing my fingers that the package really is there. For a delivery company, you are a far cry from being good at your job! I will opt for another carrier next time I need a package delivered because quite obviously, you are not up to the task.

I would just like to tell you about my experience with you guys and I hope my customer service representatives I dealt with start treating people with respect.

I had an awful experience. Did not receive my package and upon calling the customer service, they were rude and 2 customer service representatives essentially yelled at me. They punched my address into the computer and yelled "it has been delivered, my GPS says delivered and there is nothing more we can do". Even after I continually said "I know it was not delivered, I was home at the time of the supposed delivery time".

After a third attempt, the third representative finally sent my case to investigations.

A week later, purolator is on my doorstep with my package as they had delivered it to the wrong house. What I had been telling them all along.

No apology either. Very frustrating experience. I hope upper management can listen to my phone calls.

What a company, and I'm wondering how they are still working as a courier!

I'm very disappointed with Purolator's service.

I’ll check my next online order to make sure it won’t be delivered by Purolator.

I haven't seen any updates on the tracking history and they are still trying to find someone to help deliver my package.

I expected to receive my package 14 days ago, but they told me I missed putting in the buzzer# and they needed to reschedule, but then I'm still waiting.

I submitted a complaint but after providing all the details, but now they are telling me "We should see delivery over the next few business days."

So it means I need to wait again.

I do not want to sign for packages EVER. I do not care if the company requested it, I have autism and interactions with people are not fun. I have a sign on my door that says to leave the package in the bin.

This is bullying and harassment of Purolator when they do this! Worse is if they leave a tag on your door you have to go pick up your package. Good luck if it's on the other side of town and you have no car to pick it up. Purolator should be ashamed for their treatment of Autistic people.