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I Rakesh Gottipati wanted to send OCI documents to BLS international Brampton for Jyothi Raipelli my wife.
Pick up Airway bill no : [protected]
Utterly disappointed with the service, run around and multiple misinformation.
Timeline of events :
1) I paid for a pick up and return service to BLS International Brampton to send Wife's OCI documents, package was scheduled for pick up on Wednesday 07th feb between 10am to 2 pm and was picked up at 12.30pm by driver from our home in london.
2) I realized we had missed a document so went to London Purolator depo. They advised only way they can add is by calling call Centre as Driver doesn’t bring pick-ups to the depo counter and Directly goes to Toronto.
3) I called Purolator at 2.30 pm Feb 07 2024 and asked if we can add the document, Representative said we can, she said she has added a message for the driver to either bring courier to front desk of Depo or deliver to sender to add documents.
4) I got a call from Purolator London Depo evening 5 pm feb 07 2024 that Driver had brought the courier to the front counter, I went there and added the missing document.
5) Assuming that the Courier is already delivered to Brampton office of BLS I checked status on Friday feb 09 2024 but to my surprise status of shipment [protected] said returned to sender and created new shipping label [protected].
6) I called Purolator on Friday spoke to representative who initially was adamant and did want to believe that courier can be sent to front desk of depo and said it can only be returned to the sender. After mentioning all details, kept stating that nothing can be done unfortunately lady you spoke to and the depo did a mistake. You need to redo again, on insisting this be escalated she offered that she can raise a ticket to the depo to look into, on insisting I was transferred to Manager Miriella.
7) Even manager kept mentioning since there was a message why it got returned and that I have to redo it as there was an error by the depo, I explained that I don’t work at Purolator and I don’t know how it works, however firstly person at depo should not have advised it's possible to add missing documents at the counter, secondly that this option is possible was again confirmed when I called Purolator, representative paged the driver and added a note to return to sender/depo, once missing documents were added at the depo, note to return to sender should have been deleted.
After conversation and explaining Mirella assured that she will add note and try her best to get package routed to BLS and informed that she will call us on Monday to inform the status
Mireille
Ph no [protected]
Ext 71030
8) Instead on feb 12 Monday we got a call informing package will be delivered to home, when I said this was not we discussed she said oh I am sorry, I had assigned this to other person under me and she made a mistake, If package comes to your home don’t attend the doorbell, let it go back to depo I will get it sent to BLS.
9) On feb 12 the package has been delivered back to me. The drop of person just dropped it on our front door and left
We opted for this service and paid 120$ to ensure it will get to BLS faster yet,
We are very disappointed with the service. We have been misguided and this has been very badly handled. Firstly I should not have been given an option to add documents if it's not the company policy, Purolator rep I spoke should have informed me return to sender is the only option available - atleast I would have got the courier and sent it with my expenses atleast saving time and return courier fees, My courier has travelled for one week all across and returned to be and I have lost 1 week almost and I have to pay the fees all over again.
Claimed loss: 120$ and 1 week delay
Desired outcome: I would like this to be reinitiated both pick up and drop back at Purolator's expense and an apology.
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I emailed Purolator at the email provided at same time i posted the complaint here; following is their reply which doesn't resolve anything.
Firstly i was not guided properly with return policy , if adding documents was not an option and i had to get it returned , then i was wrongly advised its possible and i was allowed to add documents only to have courier roam around Canada for one week and return it back to me . ( why i will submit a courier or why will Purolator accept a courier which is scheduled to return to sender i still don't understand )
Second if it is a policy to return when requested and allowing me to add was a mistake , who will pay for the mistake , and why not return the courier sent why was it acknowledged as received and return envelope used to return wasting my return envelope dollars .
Had i been told you cant add documents i can return the picked up courier , i would have got it back , added documents and sent the courier to BLS knowing that at least return courier fees is saved .
Thirdly manager who i escalated said she will do her best to attempt to get it BLS while infact she forgot and did the opposite and realized this on Monday morning and said she will attempt to correct her subordinate's ,mistake .
So attempt to correct the mistake again was done incorrectly.
Pasting reply from customer care which doesn't resolve anything ,leave alone accepting mistake .
Hello.
Thank you for your email. I apologize for the inconvenience this situation has caused. We do our best to intercept shipment and process the request made by the sender as soon as possible. As for the cost paid, you would need to discuss with this BLS as you are paying them directly, and they are paying us for the courier service. The manager you spoke with did their best to have this sent to BLS but since the depot was already advised to intercept the package and return it to the sender, they processed that request, and we were unable to cancel it.
Thank you,
Nicole Holden
Customer Care
Tel [protected]
Fax [protected]
www.purolator.com
