Menu
Purolator Customer Service Phone, Email, Contacts

Purolator
reviews & complaints

www.purolator.com
www.purolator.com

Learn how the rating is calculated

3.8 524 Reviews

Purolator Complaints Summary

361 Resolved
157 Unresolved
Our verdict: You can expect a very good level of service from Purolator. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
Claimed
Purolator has claimed their business profile
Get notifications about new complaints and reviews of Purolator. We promise not to send you any unrelated messages.
Share
Write a review File a complaint

Purolator reviews & complaints 524

Filter reviews by rating
5
3 reviews
4
1 review
3
0 review
2
0 review
1
2 reviews
Sort by:

Newest Purolator reviews & complaints

ComplaintsBoard
S
10:13 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Purolator has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Purolator - ridiculous policies - or incompetent employees?

For a company that offers speedy service and presumed professional behaviour, I am incredibly displeased with my recent encounter with Purolator. After ordering a computer online about four days ago, I will admit that the package came to my house fairly quickly, arriving yesterday. Problem #1: Purolator only delivers between peak business hours, when most...

Read full review of Purolator and 9 comments
ComplaintsBoard
C
5:29 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Purolator lost packages - again!

After ordering some products from my supplier on the west coast containing many parts for repairing products I had in our service dept., as well as a number of items to be given as Christmas presents in Dec 2008, I was happy when the local Purolator delivery driver showed up the next morning and began unloading boxes into my store. My happiness quickly faded to concern, when he noticed that one box was missing. Unfortunately, as this was the box with the invoice total, as well as the return waybill (this was a COD/Expresscheque order), he said he could not leave any of the packages until that box showed up. I contacted Purolator to see if they could offer any assistance, and a case file was opened. I was contacted shortly by a "tracking specialist" who said he would find out where the package was, but he needed the information off of the waybills. I suggested that he contact his own Purolator depot, as I could not provide these details as I was not the shipper, and that the driver had taken back all of the packages that did make it here. Each day for the next 3 business days (they are closed on weekends), I contacted Purolator myself, as their agents never called me back. I left voice message inquiring about the status, and on day 4, I finally received a call back, saying they did not know where my package was, but that they were still looking for it. Continuing to call them back each day, I talked to several more agents who could not assist me, but kept referring me back to the agent in charge of my case, who continued to not return my calls. After 7 days, this agent finally did call me back, and said that they had lost the package, and that they were closing the case, and that if I wanted to submit a claim, I would have to call another number. Needless to say, the frustration and anger I had to face from my customers who were not able to get their products repaired on time, or for the many custom ordered products that were Chistmas orders that did not arrive, was very unpleasant. I had to give customers who went elsewhere to get products, and the fact that it was too late before Christmas to re-order the products from the same or other companies meant that many people were left hanging due to Purolators botched delivery.
As if this was not bad enough, once the new year had passed, and I for the order that I had not been able to complete due to the lost package (which prevented delivery of the packages that DID arrive) I re-ordered items for customers that I had not yet lost, and waited for the shipment to arrive, usually an (guaranteed) overnight delivery, but after it did not arrive the next day despite my observing the purolator truck pass by our office, I check online as to the status. It had an entry as of the time I noticed tha driver in my area, stating that I needed to contact the local depot to arrange for delivery. So I called the local depot, and they said they do not schedule delivery times. I asked where my package was, and they said it must still be on the truck, and due to poor road conditions, deliveries were taking longer, so possibly I needed to wait until the next day. After noticing the Purolator driver pass by my office again the next day, I called Purolator, to be told that once again, it appears that they had lost a package, and that once again, it was the one with the waybill and COD waybill on it, and asked if I wanted to open a case. I said "yes", and after 5 hours, have not yet received a call back from my case worker, who coincidentally is the same agent from the original lost packages, so I am not expecting much.

At this point, I would have had better luck receiving my packages if they had been left out on the street with a post-it note asking some good samariton to somehow deliver these packages to my address. While I can appreciate human error, and mishandling, for a company who promotes themselves as being in the business of delivering packages on time, and safely, and supposedly will have procedure and policies, equipment and technology that will enable this, I find it utterly amazing that not just once, but twice in a 3 week period, that they have "lost these packages. In both cases, the packages in question had boxes imprinted with the suppliers name, and packing tape with their company name, logo, and phone number imprinted on them, so even if the waybill were somehow able to be removed, the packages could still be identified if it ended up in a "lost packages" room. To say that Purolators service in this regard is extremely poor, is giving them too much credit.

Read full review of Purolator and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
D
D
Donna Lynch
,
Apr 26, 2018 5:11 pm EDT

On Sept 8 2017 Purolator Courier picked up my drone to be shipped to Mississauga Ont. They have lost the package and will not reimburse me 1679.99 that I paid. I have been contacting them with no luck. They had the drone, lost it and should pay for it. They have closed the case but it is not settled.

ComplaintsBoard
N
7:21 am EST

Purolator lost package - refusal to re-imburse for cost

I shipped a package international ly using Purolator Courier on October 27, 2008, theought the staples shipping center. I was charged $105. The package was never delivered. I tried tracking the package online, however the last scan of the package was October 28, 2008. They apparently do ot know where the package is. I called and tried speaking to customer service trying to get information on the package, I went so far as to speak to a Supervisor named SHAUNA. Her response to me " SOMETIMES PACKAGESARE LOSSED". I asked for re-imbursement of @ least my shipping cost going so far as to speak to a MANAGER named DENiSE, she advised me that that is not PUROLATORS policy, that if I want my money back I have to file a claim, and they will not accept a claim until they finish there investigation. No information has ever been provided to me. I have called the representative apparently researching the case. She has never called me back her name is DIANE.

I WILL NEVER USE PUROLATOR AGAIN NOT EVEN IF IT IS THE LAST COURIER ON EARTH.

Read full review of Purolator and 1 comment
Hide full review
1 comment
Add a comment
M
M
Mike
London, CA
Feb 02, 2009 2:17 pm EST

"I WILL NEVER USE PUROLATOR AGAIN NOT EVEN IF IT IS THE LAST COURIER ON EARTH."

I agree...worse company ever!

ComplaintsBoard
V
3:17 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Purolator has left an official reply on this complaint.

Purolator bad service

We have sent a package including a passport by Purolator. They specifically said sending passports is ok, and it was declared on the envelope that it includes a passport.

PUROLATOR simply lost the package. From the tracking system it seems that it never went out of the town, yet they undertook no serious effort to find the package. The case that was opened 4 days ago simply got closed today by declaring our package as lost, i.e., they do not want to even look for it any more. The cost that was charged is $100, ten times higher than other comparable service providers.

Read full review of Purolator and 40 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
40 comments
Add a comment
R
R
Rocky Mechanical Maintenance
, US
Aug 30, 2023 9:52 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We got a package delivered yesterday. The invoice was not in our account online when I looked. Went in to Chat and the lady said Invoices are only done on Fridays and I could not get an invoice until Monday. My customer is a cash customer and I needed the invoice to bill him out. Waiting a week for an invoice is stupid.

M
M
Mike sey
Forterie, CA
Aug 30, 2023 7:05 am EDT

Purolator arrived at midnight at residence, honking there horn being loud knocking on doors (multiple occupies) leaving taped notices on vehicles, very unprofessional. Insident occured August 23 at midnight.

W
W
Wendy Janssen
Tiny, CA
May 31, 2023 1:16 am EDT
Verified customer This comment was posted by a verified customer. Learn more

May 23rd at approximately 11:30am. The purolator guy went onto my deck and arrived at the patio door. This is at the back of my house. I could have been half dressed. I have a front door. I asked if he tried the front door and he said no. This was very unprofessional and a complete invasion of privacy. I didn’t appreciate that at all.

Z
Z
Zacharaia
, US
May 06, 2023 6:31 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I'm being charged 15 dollars to ship an item that is the size of my pinky finger that is a piece of plastic and somehow they deem this is 6.6 lbs. Nothing that size made out of plastic weighs that much.

View 0 more photos
D
D
Dacicce
Mississauga, CA
Apr 10, 2023 1:46 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Not professional. This was today march 31 at around 2pm. That’s not professional and it makes it difficult for people to access the entrance especially those with special needs

R
R
RenuM
Brampton, CA
Sep 25, 2022 11:37 am EDT

16 Sept 2022. The purolator delivery person did not ring the door bell and left a note for pickup. I was waiting for the delivery.

D
D
Display name76239875678239465
Vancouver, CA
Jul 31, 2022 3:38 pm EDT

Purolator website clearly states Staples locations are providing QR code shipping label print outs. Those Staples locations are refusing any QR code shipping label printing related to Amazon. Both are pointing the finger at each other and neither is taking responsibility.

H
H
Hate Purolator
, CA
Nov 27, 2019 3:20 pm EST

Worst company to deal with.

Never train drivers how to correctly deliver package especially for apartments.

They are always in hurry, no phone call, no retrying buzzer code, nothing.

Just returned my laptop which travels a lot by these guys to and fro...

Beware, Use UPS or FedEx instead.

V
V
Vs S
, US
Oct 19, 2019 7:34 pm EDT

hello!
we had a bell modem delivered to us. the modem is a fragile piece of electronics.
the delivery person just threw the package onto the concrete from several meters away.
I am attaching the video footage of the incident and the photo of the package details.
thank you.

View 0 more photos
F
F
Failure
, US
Feb 25, 2019 6:15 pm EST

Time to change your system and management Purolator. Your delivery method and ethics is as good as last Tuesday's weather. Not sure why no one is taking action here, but Purolator, you need to step up your game. Why are you even still in business? What a shame.

Purolator Customer Reviews Overview

Purolator is a Canadian courier and freight service provider, offering domestic and international shipping solutions. They cater to a variety of shipping needs with services including express shipping, parcel delivery, freight transportation, and logistics. With a focus on reliability and coverage, Purolator facilitates the movement of goods within Canada and to global destinations. They also provide specialized services such as same-day delivery and e-commerce integration for businesses of all sizes.

Purolator In-depth Review

Overview: Purolator is a leading courier and logistics company that offers a wide range of services to meet your shipping needs. With a rich history and background in the industry, Purolator has established itself as a reliable and trusted provider. By choosing Purolator, you can benefit from their key features such as fast and efficient delivery, extensive coverage area, and exceptional customer service.

Services Offered: Purolator offers a comprehensive list of services to cater to various shipping requirements. Whether you need express shipping, ground transportation, or international delivery, Purolator has got you covered. Each service is designed to provide specific benefits such as guaranteed delivery times, flexible options, and reliable tracking. With their extensive coverage area, you can ship your packages to destinations across Canada and around the world.

Pricing and Fees: Purolator provides a transparent breakdown of their pricing structure for different services. While comparing with competitors' pricing, Purolator offers competitive rates that ensure value for your money. It is important to consider any additional fees or surcharges that may apply based on factors such as package weight, dimensions, and destination.

Delivery Speed and Reliability: Purolator is known for its fast and reliable delivery services. They offer various shipping options to meet your time-sensitive needs, and their delivery speed is consistently evaluated to ensure customer satisfaction. With their efficient tracking services, you can easily monitor the progress of your shipments and receive real-time updates. Customer reviews and feedback further validate Purolator's commitment to timely and reliable delivery.

Customer Service: Purolator prides itself on providing exceptional customer service. Their customer support team is readily available and responsive to address any queries or concerns you may have. You can reach out to them through multiple channels including phone, email, and live chat. Purolator is dedicated to resolving issues and handling complaints promptly, ensuring a positive customer experience.

Tracking and Visibility: Tracking your shipments with Purolator is a breeze. They offer user-friendly tracking tools and features that allow you to easily track your packages and obtain real-time updates. Purolator also provides integration with e-commerce platforms and order management systems, making it convenient for businesses to manage their shipments efficiently.

Packaging and Handling: Purolator understands the importance of proper packaging and offers a range of packaging materials and options. They take special care in handling fragile or sensitive items, ensuring their safe delivery. Purolator provides packaging guidelines and resources to assist customers in packaging their items securely.

Insurance and Liability: Purolator offers insurance options for shipments to provide peace of mind. They have coverage limits and terms that you can review to determine the level of protection you require. In the unfortunate event of damaged or lost items, Purolator has a streamlined process for filing claims and resolving issues promptly.

Sustainability and Environmental Initiatives: Purolator is committed to sustainability and has implemented various environmental initiatives. They offer green shipping options and practices that minimize their carbon footprint. Purolator has also established partnerships and obtained certifications related to environmental responsibility, further demonstrating their dedication to sustainable shipping.

User Experience and Website: Purolator's website is designed with user experience in mind. It features a clean and intuitive design that makes it easy to navigate and find the information you need. Placing orders is a seamless process, and the website is mobile-friendly with accessibility features to cater to a wide range of users.

Overall Rating and Conclusion: Purolator excels in various aspects, making it a top choice for your shipping needs. Their fast and reliable delivery, extensive service offerings, and exceptional customer service set them apart from the competition. While their pricing is competitive, it is important to consider any additional fees or surcharges. Purolator's commitment to sustainability and user-friendly website further enhance the overall experience. With their strengths outweighing any weaknesses, Purolator receives a high overall rating. We highly recommend Purolator to potential customers seeking a reliable and efficient shipping solution.

How to file a complaint about Purolator?

Here is a comprehensive guide on how to file a complaint or review about Purolator on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one to proceed.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Purolator in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Purolator. Mention key areas, transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure to follow these steps to effectively file a complaint or review about Purolator on ComplaintsBoard.com.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Purolator customer service

Phone numbers

+1 (800) 561-7876 +1 888-744-7123 More phone numbers

Website

www.purolator.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Purolator?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Purolator Customer Service. Initial Purolator complaints should be directed to their team directly. You can find contact details for Purolator above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Purolator. Discuss the issues you have had with Purolator and work with their customer service team to find a resolution.