I've twice had the misfortune of ordering products that were shipped by companies via Purolator.
They straight up refuse to deliver my packages, and lie about why they can't.
Their driver has claimed I wasn't home, "the business was closed" (?), their truck broke down, or just no reason at all.
Customer service does absolutely nothing about it. They provide the same nonsense excuses the driver does regarding why he can't deliver.
After refusing to deliver my previous shipment, I worked out an arrangement with the shipper to have Purolator deliver it to a retail store location. He talked to the Purolator agent assigned to the (very large) retailer, and confirmed I could pick up the item when it arrived at the store.
The next day - the package was left on my doorstep. No knock. No signature - even though a signature is required for ALL deliveries from that retailer.
The current shipment from Purolator is more of the same... They've had it for over a week, have claimed two obvious lies were the reason I haven't gotten it:
One was "sorting error," the other - which they've told Amazon - is that the delay is due to inclement weather. The weather is fine, and has been fine.
...and now, it's not even out for delivery.
The most unprofessional company I've ever dealt with, and I will NEVER buy anything from anyone who uses Purolator to ship, and I will tell everyone I know to do the same.
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You should contact Purolator customer service along with your tracking number and request an escalation to a senior manager’s level. Explain the unsuccessful delivery attempts and the lies which were told in reverse order, detailing who told them. If the situation does not change, inform the local consumer protection office or the local shipping regulatory body about the company’s practices and tell Amazon about the delivery failures, since this could provoke in them some sort of action.
I am writing to formally express my deep frustration and disappointment with your company’s handling of my recent order. My wife’s birthday gift has been delayed for 10 days, causing significant inconvenience. Despite multiple attempts to reach your support team by phone, I received no response. When I personally visited your main office in London, Ontario, your employees confirmed that the item is in-store but shockingly stated that no one could deliver it to me. This level of service is completely unprofessional and unacceptable. The lack of accountability, failure to communicate, and disregard for customer satisfaction are beyond disappointing. Your support team, when they do respond, provides no real solutions, setting an extremely low standard for customer service. I demand an immediate resolution to this issue, including the urgent delivery of my item and an explanation for this unacceptable delay. If this matter is not resolved immediately, I will have no choice but to escalate my complaint further, including sharing my experience publicly and considering formal action.
Your only action is to explain the situation to the merchant you made the purchase from and request a refund.
There is *nothing* you can do to get Purolator to deliver your product.
If you "escalate" your issue, you'll be told they're investigating. After the "investigation," you'll be told that the issue is deemed closed, and that they have no further information for you and they'll suggest that you deal with the merchant.
I know this because I've been there TWICE. They told me "don't know, don't care, figure it out yourself."
NEVER have a thing shipped via Purolator. EVER.