Purolator review: Delivery service, representative service

First, they didn't contact me when they arrived and changed the status to "receiver unavailable". I spent a leave day and waited at home, and no one contacted then said I was unavailable. But the truth is, I stayed at home one whole day. This means I spent a leave but got nothing, that is such a waste.

After that, I rescheduled the delivery time for the next day through the online chatbot. The result is "Okay, Success". However, this morning, I released the status updated to "Your package arrived xxx shop, and you are able to go to pick up within 5 days." So, I contacted the representative again (spent an hour again), and they mentioned, "Yes, the action of reschedule is okay, but still need the manager to approve." OMG, are they don't know it would be able to display as "waiting for approval" instead of OK? Also, that representative is not polite at all.

The result is I have to rent a car and pick my package up with 2 leave days plus a car rental fee. This is totally unacceptable. I chose the delivery service (and paid for it) just because I didn't want to pick it up by myself (cause I have no car), but, ended up I have to do it. I just want to know, is there someone at least cover my car rental expenses.

Second, their representative workflow guideline is also unclear. I did a few times to contact them by call and online chatbot. Most of the time, they just leave me there with no response, and wait until the chatbot times up then log me out to close the conversation. (P.S.: I haven't had a reasonable reply yet.) Also, they might just be able to reply to the customers that they can do nothing to their customers' cases. "Sorry, but nothing we can do" might be their slogan. Besides, I spent a lot of time waiting for their response, picking up my call, etc, 20-30 mins is minimum.

Third, the online A.I. chatbot is not well-trained. Seems like it still has bugs. (P.S.: I'm not so sure that is a bug or the representative doesn't want to reply to me.) In these 2 days, I have at least found 2 bugs in the online chat robot.

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