Purolator
Reviews and Complaints

May 8, 2020 package sent from cornwall to mont-tremblant. It should have been dropped at the door of the address on the package. No signatory was needed. Just drop the package at the door. But instead he left a note saying that it would be back the next day. Spoke with agent from customer serve of purolator by the name yordi. Was told it would be left there since it was mask for student to protect them for the covid-19. Then today I spoke with joe from customer service assuring me that he was sending a message to the driver to leave package at the door since the teacher is at school. She can not be at two places at once. I demand that head office get in touch me. What are they going to do to compensate me for the frustrating incident. That should have never happen. I want answers! We are now may 12, 2020 teacher still waiting for mask.

I was shipping an important document internationally for my visa that needed to be authenticated in order for me to proceed with my new job in a different country. The document arrived late and was ripped! Because it was ripped, I could no longer get it authenticated and I could not obtain a new document due to the Corona Virus. Now, because of their mistake, I lost my job and cannot afford a flight back home. The customer service representative was not understanding and blamed other shipping companies. I was not refunded at all even after filing a claim and talking to a representative. They took no measures into resolving this issue.

My package with tracking number [protected] is marked as delivered and it says it is delivered to Joe at reception, but there is no one called Joe at my home. Since package contains some important personal documents, I was tracking it from morning of April 23, and as soon I saw the status as delivered, I rushed to check my Mail box, and found nothing was in there. I contacted purolator customer care and opened an incident but it's been more than 40 hours but they have not given me any update on my package. Every time I call they say we are tracing driver. Seriously? Your system is so incompetent that you are tracing a package for more than 40 hours?

I have been waiting for a courier since 10 days. It is the most important document and now when I track it, I see that it has been delivered to an incorrect address. I am really frustrated with this service. I need an immediate assistance on this. I have no clue how irresponsible can the service be. Instead of home address, my courier has been delivered at some reception. It is very clear that delivery person doesn't check the address, won't they even check the name?

Package IDS: [protected] and DHD000264410

I have been home waiting for a delivery of a large package, 1st time they show up and don't ring the door bell, but just stuck a note on my door saying I missed the delivery and I need to go pick it up. I live on a busy street, lots of vandals, and they could have atleast put the notice through my door's mail slot, but didn't. I call and arrange for re-delivery, they said they 'll come by next day and didn't show up. Same thing on day 3, they didn't show up. Now it's almost a week, they supposedly attempted delivery, and I have been home all day waiting, still nothing! It's been nearly a week, and the customer service is very unhelpful. I can't sit at home all week waiting for a package and not go to work. They expect me to stay home all day because the delivery can be anytime between 8am to 8pm!
You are a delivery service, DO your job and DELIVER! Find a way to reach your customers, have a service like phone updates or calling service to notify about the delivery.
WHY is it that everytime I purchase a product online and its you guys who are supposed to deliver, it 100% of the time never gets delivered!
You have my phone number, why don't you call and confirm atleast!? WORST SERVICE, you guys are getting paid for doing nothing.

OK this is a mess. 1) I am disabled, so need everything shipped to me. 2) I deal with so many shipping companies 2) ONLY is the shipment is being derived by a company other then Purolator do I receive it 3) If purolator is shipping it, 100% of the time, I never receive it. 4) I received a notice that Purolator could not reach me, but I was at home the entire day. 5) I received the notice with a tracking number. 6) The handwriting was not readable. 7) The notice clearly said it was at Postnet 3055 Dundas street west. 8) I called them and the package was not there 9) I called purolator and found out it was actually at 113 Lakeshore RD W, Mississauga, ON L5H 1E9. 10) Purolator will make a second attempt on Monday.

so why 1) was it not derived and I was at home all day 2) the shipping card left was non readable 2) The clearly noted address for pick up was incorrect 3) I am now forced to wait a second day for delivery.

last point, of all couriers, the non-purolator deliveries are 100% successful, and the Purolator shipments are 100% missed. Something is 100% wrong with the service Purolator provides.

I demand an explanation to the very sloppy service Purolator provides. I can see 1 missed delivery, but only Purolator is missing their shipments, and they miss 100% of their shipments. This is not a one-off mistake, it is every delivery. Purolator has no excuse for the very, very poor service they provide.

Hello,
we received a package of concentrator filters delivered by Purolator either Jan 30th or 31st, that resulted in some of the contents being damaged. These filters are integral to our production and needed asap.
We would like the damaged filters replaced.

See attached pics. You can contact me at [protected] Dale / Service Technician Medigas

Hello,

RE pin=[protected]

On January 24th, 2020 I was suppose to receive a delivery but to no avail for whatever reason. I chose to visit your creditstone location to pick up the envelope instead. I entered with my friend in tow and immediately noticed the disposition of the counter clerk. I had asked her "how is your day going", to which she replied very dryly, " its fine". I advised that I am here to pick up a package that was initially supposed to be delivered. I presented my Law Society Idenitification to which she declined and requested my Driver's License. Realizing my wallet was left in my vehicle, I exited the foyer returning with my driver's license.

When I returned with my driver's license, the foyer had become full with customers. I approached the counter and presented my information. The clerk examined my driver's license and said "I need something with your address", so I presented my business card. She still vehemently declined and directed me to Marilyn. She immediately raised her voice which startled me at first and keep inisisting that they require further information. I proceeded to show her the email from Purolator regarding the pick up, to which she boldly replies " how do I know if that email was from Purolator. A

At this point I am furious since driving to Vaughan from downtown Toronto was not on my "to do list" that day and be subjected to such disrespectful, unproffesional and down right poor cutomer service! I tried to remain calm but as Marilyn began raising her voice stating that I was not listening I had to walk away but not before I asked for their names; to which she refused at first but complied. Upon exiting I contacted your customer inquiry department by phone and spoke with Kelsey and described the above. She was very apologetic but I was infuriated. She documented what she could an ensured that she will forward my complaint to the appropriate departments but I was still infuriated. I advised that I was also willing to send an email to which she protested indicating my complaint would suffice. I opted for the latter.

As a person of colour, you do your best to treat others as to how you would like to be treated. I am one to admit working with the public is not easy but I strive each day to become a better human being by providing a service. I tried being friendly with Rosa upon entry but there was no pleasantries whatsoever from her. It was interesting to see how she interacted with others of a lighter shade in comparison to myself and that really hurts.

I truly hope Purolator addresses this complaint and uses it as a learning tool for those on the frontline dealing with customer since customers comprise of 99.99% of your business. As a recipient of the package I am not entitled to a refund however I have shared my story with whomever is willing to listen.

Disappointed Customer

DO NOT USE this company for overseas deliveries
I sent a gift parcel to my niece in Italy (It was some used clothing from my granddaughter for my nieces daughter) no real value but put it down as $25. All gifts to Italy valued at less than 45 Euros are VAT and duty free. Purolators agents refused to deliver the parcel unless my niece paid a further 77 Euros and provided a Tax Code number. The parcel was returned to Canada and now DHL are asking for a further $18.08 for me to receive my own property back.
I have spoken to 2 Supervisors and 5 Customer Serrvice Reps at Purolator who have basically done nothing although one supervisor assured me that the parcel would be returned to me at no cost.
I have provided Purolator with both Purolator and DHL tracking numbers but this very poor company continue to do nothing
I am now left with filing a complaint with the Ministry of Consumer Affairs
I now know never to use this company again and can in fact get this package delivered within a few days at a cheaperr price if only I could get it back

Purolator continues to fail in their only job - to deliver to the customer. On Dec 24 Purolator delivered an Amazon purchased present to the end of our driveway instead of to the house despite the fact we were home. Purolator designated it as "Delivered" despite abandoning it 1/4 mile from my house. At least this time the driver put it in a plastic bag so it would not get rain damaged as the previously "delivered" present had been. I have filed numerous complaints with Purolator - the supervisor says they will "further train" the driver, but this is not working. Of 7 "deliveries" since August, there have been problems with 5 of them. A competency rate of 28% should have them out of business but no such luck - I've had problems with this company's inability to deliver for over a decade at both work and home. My only recourse is to file a complaint with the shipper every time and request they cease business with Purolator. I also file a complaint with Purolator each time, but that seems to be a total waste of effort.

I had made an order at Zara, worth $224.
I had received an email for tracking and it did said the package had been dropped off at my front door. I have checked immediately and there was nothing, assuming that they might have put in the confirmation too early and are being late, I waited but still nothing. There was no knock on the door or anything, I completely did not receive the package at all. I contacted customer service and they had opened a claim and I haven't heard that since. And every time I contact them for an update, they're still " investigating"

Absolutely terrible customer service, package was not delivered on time and when contacted the customer service department I was met with a very rude employee named Ron. He was very rude and unhelpful, would not ship me the package cause of what he described as incomplete delivery details even though he admitted the name, address, city and postal code were all correct, simply because the building name wasn't on there, even though my name and the address was correct. I've ordered several packages from other delivery services and this is only place the wouldn't deliver it with all these details. The rude customer service rep just kept repeating "that's just the way it is" and that I'll just have to wait.

Worst service I've ever received. Recommend never using this delivery service.

I ordered a floor lamp from wayfair.ca and it was shipped October 23rd with Purolator. I am including the tracking number in the screen shots below.
A delivery attempt was made and unfortunately I missed it, when I called, I was told I had to go pick up the item at the local pick up centre. I asked if the item could be re-delivered as I had just broken a finger the day prior and I was unable to carry and lift this item. The young lady assured me she made the request for the item to be re delivered. We double checked my information and added the buzzer code so that I would not miss the delivery. My item was nowhere to be found and the tracking info on Purolator's website stated it was still waiting for pick up at the pick up centre. When I contacted the pick up centre, they informed me that my package wasn't there. I once again contacted Purolator. The gentleman I spoke with let me know he would personally look into it and get back to me and he did. He told me that the package in fact was at the centre but they couldn't find it because it was in "the re-delivery pile and not in the pick up pile". He GAVE ME THE OPTION of waiting for it to be re-delivered or go ahead and still pick it up. I chose to go pick it up, with my broken finger, since we were getting into day 4 of playing where is my package. I'd like to make it very clear that the Purolator representative gave me the option of a pick up. He assured me he will personally contact the pick up centre and arrange for the item to remain there for pick up. The next day I went ahead and attempted to pick up my item. When I arrived, a Purolator driver was collecting some packages from the centre and some boxes said "re-deliver" on them, however I could not see the shipping address. I asked if one of those may be mine and the driver asked me for my info, checked the packages and told me none of them were addressed to me and left with said boxes. I waited in line and when I got to the counter I was told that in fact one of the packages the driver had just left with and I had asked about was mine. Naturally I was highly annoyed as I was leaving the facility in the pouring rain. When I checked the status on Purolator's site the package was "delayed due to routing issue". I contacted Purolator once again and I was told, very rudely that the package was being returned to sender and they could not do anything as it was already on route. I expressed my displeasure and asked to speak to the manager. The young lady I was speaking to agreed but did not ensure I was on hold before beginning to complain about me, saying things like "oh my god!" in an extremely mocking tone, Not realizing I could hear her. The manager came on the phone and basically had the approach that he was doing me a favour by getting my package sorted. He actually told me that the reason for all this is because I couldn't make up my mind about pick up or re-delivery and that caused the system to somehow time out on holding the package and it was sent back. May I remind everyone that I was offered these changes by a previous representative and was not informed that making a change would cause and issue when I requested one.
He assured me he caught the glitch, the item was no longer being returned to sender, it will be re-delivered on November 4th. He also stated he would personally follow up and gave me his direct extension to contact him if there was an issue.
It is now November 5th, the tracking info continues to display the routing error message, I have no package, I did call the manager back and left a voicemail asking for him to call me back and let me know what's going on with my shipment and I have heard nothing back. I'd like to add that a few weeks ago I ordered a tv from bestbuy that Purolator was supposed to deliver and had the same issue where the package was misrouted and I had to drive 35 minutes to retrieve a 55 inch tv, so the above isn't a one off. I have included all relevant information in the photos.

Purolator has got to be the absolute worst...
Purolator has continued to remain entirely unreliable. I have not received my package even though I was home all day waiting for it. Said it was delivered in the am... I sat here in my living room watching tv and staring straight out my window. It did not come here. And now they say, "well the computer says it was delivered so I can't help you". Great, thanks so much for the robbery of this pregnant lady. Don't know how anyone sleeps at night any more. I called to find out what is going on and they said they would follow up. I had to call back myself because they didn't get back to me. I also emailed numerous times. Not surprisingly this has happened with purolator before. One time they took a signature from an imposter who even spelled my last name incorrect (hello! The last name isn't spelled right!) and that $200 parcel was never resolved and I didn't get a refund so even a signature doesn't help! Another time they refused to deliver a package to my husband saying it was delivered and then when we said it was not, they responded with: "oh, maybe it fell beneath or inbetween the seat..."; the package was a part for a weight lifting set which would be larger than a jumbo box of cereal... Fell beneath the seat my left foot. And they never did deliver that package either... "it fell between the seats, sorry can't help you" is what we were told. What is going on in the minds of these criminals. This company is seriously mismanaged. I am so done with it. I have fully understood why so many family and friends have told us to never use purolator. And now, because of my frequent inability to see the negative in people and companies I have been taken advantage of by purolator too many times. I have had enough just like most people I know have also. It's sad that the standard canada post is more reliable than this company. I know this comment will fall on deaf ears because too many of the employees in this company simply don't care about their customers and it's simply a job, not a service they provide as evidenced by the amount of people who "tried but can't" help. I understand one mistake or mishap, but every time I use purolator? That's a crazy coincidence or it could be that this company's management has its head up it's own rump.

My tracking number is JMG000002434
My name is Indeewarie weerakoon lives in 1108, 6651, Ranchview dr, N W, Calgary, Alberta.
The package delivery was first scheduled on 18th October, but it didn't deliver saying that address correction is required. I called one of the purolator agents on 18th morning and provided my address ( it was the Same address l provided while l placed the order at Marks. so basically there was no address correction). Then the agent told me that they will re/schedule the package delivery on 21st October ( Monday). I got an sms saying that out for delivery on 21st morning around 8am. I waited till 7pm and called one of the agents and he said the driver couldn't find the address and took all the same information for address corrections. He also told me to wait till 9pm on 21st for the package to be delivered. I canceled several my appointment on 21st including my doctor ‘s appointment which l re-scheduled for 22nd. Because of this matter. I waited till 9pm nothing arrived.
Today ( 22nd) l checked the delivery status and it again says address correction required and the driver cannot find the address). So for the third time l talked to a purolator agent and gave same information for the third time. She was telling l live in a remote area and should come to the nearest intersection to collect the package. I cannot agree with her as l live in a huge apartment building where 3 major bus ruites go infront of it. On the other hand l received Amazon package through Purolator to this same address meny times before. Then she told me that they are going to reschedule the delivery for tomorrow (23rd). I really needed the package today because l need the clothes to wear for an important function today, also l have to again cancel my doctors appointment for the second time. I talked to a supervisor ( Patty Doyle), she told me that l have not provided all the information. But l provided all the information three times and answered all the questions the agents asked.
I told her that l need the package today and she said she will look in to it and get back to me. I waited 3 hours today to hear from her, but didn't hear so l called back. Finally she told me that the appointment package will be back tomorrow.
I am really disappointed and frustrated the way your company treated me and wasting all my time for no reasons. I do online shopping because it is convenient for me as a single mother of two kids.
I hope you will take necessary actions not to happen this kind of situation to other loyalty customers of Purolator.
Thanks for your attention on this complaint and waiting for a fair response from you.
Indeewarie weerakoon

I ordered a few items from Amazon and I was supposed to receive it by Thursday, Oct. 17. Well I assumed it was my fault that the apartment buzzer did not work at that time so the delivery guy was not able to deliver my package. When I called Purolator to ask about my package they said I have to wait until Tuesday to get it. Purolator must be a high demand courier. They must be too busy and have too many customers that I have to wait for 4 days before having my package redelivered. Please provide your delivery person mobile phone. A cheap phone is okay. Just to inform your customers they cannot access the apartment building or your house to deliver your orders/mails. I was told by the person from customer care that your driver does not carry a mobile phone. Poor guy. No way to call for help if he is in an accident.

I am not sure what numbers I need to include but I have the Parcel Numbers-[protected] and [protected]. Package ID - [protected]
I picked up my parcels on Friday Oct. 18, 2019, at the London Ontario Purolator office on Cuddy Court. When I got home that evening I began to unpack the boxes, only to find out that over half out of 4 boxes the contents were completely destroyed!
I paid over 180.00 when picking up my parcels in the assumption that they would be professionally handled. The boxes were clearly marked FRAGILE !
The contents were heirlooms from my mother who has since passed and I am deeply saddened by the lack of concern the driver has shown towards my belongings.
I am looking for compensation ( my 183.00) for the destruction of my good.

Thank you and I hope to be hearing from you very soon
P.S. I tried to cal the offices of Purolator Saturday many times in different departments and they all said they were closed. I can take more pictures if needed. That is just all the damaged contents into one bag.

Lee-Anne Kelly-Putman

I am absolutely furious with Purolator's service. I am a teacher and I paid a fair amount of money (between $60-$80) to have a package delivered to me before the Thanksgiving holiday, as my students are starting rehearsals for their major Christmas musical production. I have to start teaching the music on Tuesday (Monday is a holiday) and it is essential for my lesson plans to have this package in my hands before the end of the day today. It is Friday afternoon, on Thanksgiving break, and I have come into the school (an hour away from my house) SPECIFICALLY to sit and wait at the front door for the delivery of this package. I waited from 8am-3pm, despite the fact that I was supposed to be leaving for holidays with my family. We have pushed our departure time back, because Purolator's customer service agents couldn't give me any sort of estimated time of delivery.

I have been sitting here for SEVEN HOURS at the front door of my school, without so much as leaving for a bathroom break and I just watched the delivery driver drive directly past the building, WITHOUT EVEN STOPPING and then update my package to "Could not be delivered."

I did NOT pay for this service AND sit for 7 hours so that this driver could be lazy and not even bother to try to deliver it. I sat on hold for 30 minutes and am now being told I will be called back "within 30 minutes." This doesn't even include the actual delivery. This isn't even accounting for the fact that the first time I phoned in after the driver drove away, I waited on hold for 10 minutes and was disconnected from their lines before I even got the opportunity to speak to someone, so I had to wait all over again.

Purolator's motto is, "It's not a package, it's a promise." All I can say is it better be promised a refund and compensation for this terrible service! The customer service agent "couldn't do anything better" than saying he would call me sometime within the next 30 minutes to have the package come back "sometime tonight." ABSOLUTELY unacceptable.