Canada Post review: Package delivery

Recently we sent a pre-paid carton to a Burlington On address. The address information was labelled correctly. One week after mailing this carton we received a delivery notice requesting we go to the Post Office. When we handed the notice to the Shopper's Drug Mart employee who works at the Canada Post station we were told that we owed over $11 to receive back the very package we mailed to Burlington. There was no reason given but the Gateway Depot had placed a sticker over the address label on the carton. Very carefully we peeled back the label and the address was verified in the Canada Post system. Thankfully we still had our receipt & tracking information and SURPRISE SURPRISE it was the employee at the post Office who had entered an incorrect postal code. NOT OUR FAULT!

We were told to call [protected] and spoke to a Courtney who was far from helpful. She did admit it was their mistake but we were to pay the $11 and another $37 to resend the caron & then we would have to deal with getting refunded later. Hell NO!

Finally we returned to the location where the carton had been returned & the employee contacted the manager at the location where we had originally mailed the carton. She was amazing. Her name is Rebecca Desnarine & she arranged for the carton to be sent back to the depot and get it relabeled with the correct postal code and redelivered.

I ask this... why did the customer service employee Courtney not help us?

I expect a response to this complaint. I have photos of this attempted cover up by the postal depot. I have my tracking number, I have employee names & id numbers. If these are required I will send privately to you.

This is not my first issue with Canada Post. Thankfully I am NOT a pushover and expect far better customer service. This message is copied & will be posted on ALL Social Media. You're welcome!