Purolator
reviews and complaints

Purolator driver did not ring the doorbell. Instead, because there were no cars on the driveway (I park in the garage!), they just left the card for pick up--
no instructions filled in on when I could pick up the package, e.g. Canada Post always fills in the date and time when package is available for pick up if they missed us. I drove far to get my small package. No customer service at the pick up desk either. I mentioned it to the person and all I received was a grump. He made no note, nothing. Such a large international company -- shame on them.

Worst courier service I have ever dealt with. Two packages in one week not delivered. After spending over an hour on hold to speak to a representative, I was told that they attempted delivery but no one was home, so i would have to drive across the city to pick it up myself. I had been home all week and no one came by. No delivery notification. I was practically accused of lying by the customer service rep. She changed her tune when I offered to email her the security footage for both days in question for her own review to show no truck drove down my street. They will now "attempt" delivery on Tuesday which means I will have to take the day off work to receive my items if they even bother to show up this time. I'm so glad I paid extra for guaranteed 3 day delivery only to get my stuff more than a week later. I don't know how this horrible company is still in business. You have 1 responsibility - deliver the package. DELIVER THE FREAKIN PACKAGE!

My package was delivered to the wrong address. The delivery person happened to know a family member of mine, and delivered it to another family member at her business address instead of the home address that was clearly written on the label. I was not informed of this in any way by Purolator, and was only made aware of it when the package was handed to me by a family member several hours later.

The package contained an item worth over $1300 and was time-sensitive. It upsets me to think that the delivery person, for no good reason, would take it upon himself to deliver it to an address and a name that was not in any way tied to the transaction. My phone number was clearly written on the label, yet I was not contacted about the delivery in any way, either before or after.

Delivering a package to a different address with no warning or prior consent is completely unprofessional. I do not want this to happen again.

Purolator has lost my shipment and refuses to take any responsibility for it. I bought a TV monitor on Amazon.ca and the shipping was supposed to be done by Purolator. I took an entire day off so I can receive it personally and I was periodically checking the tracking number online.

At around 14:00, I saw that the shipment was supposedly delivered at 12:37, so I went outside to check if it was unceremoniously dumped on my doorstep, but there was nothing there. I immediately contacted their Customer department and was assigned a tracking case. I was told that their "tracking specialist" Mary Leblanc will send me an email soon.

When I finally received her email, I noticed immediately that she barely could speak English. She told me that she will contact the driver as soon as possible. It took an entire week to get a reply from her, and when she did, she told me that the driver delivered the shipment to the proper address and the case is closed.

Even if the driver told the truth (which is doubtful) and he did deliver the shipment to my address, he never notified me in any way. There was no doorbell or even a knock on the door. In the 1.5 hour window between it was supposedly delivered and when I checked the front door, someone apparently stole the shipment.

So someone else has my TV and I'm $300 in the hole, but Purolator isn't to be blamed. Never do any business with this irresponsible and unprofessional company.

I bought my air conditioner on bestbuy website at June 6th and it was shipped by company named purolator. I hope my package could be delivered as soon as possible, so I spent 152.99 dollars on delivery fee which promised I will obtain my package in two days. However, until today June 16th, I still don't get my package. The company, Purolator, seems have a lot of problems with my package delivery. They have lots of excuses for that, like missed connection, heavy weight and sorting error. I had tried to email them at June 8th, but it is not helpful at all. Their replications are too official to hear it. Even their customer only contacted me twice by phone(So passive) to ask for buzzer number. I spent the additional fee 152.99 on delivery rather than free, because I think purolator would make it faster but they made everything worse. My track number on purolator is JFV244257774.

I had 3 employees stop by to drop off packages at your Cambridge location tonight, and 2 of the 3 were told that our labels - provided by Purolator - were not scanning and we would need to take the 25 packages back to our office and reprint. I just paid a small fortune to have these packages overnighted all over Canada! After almost an hour and a half, we were finally able to leave, when your depot clerk Hannah contacted my worker to come back, because ONE MORE LABEL couldn't be scanned. I am not sure how long she has been with the company, but she was very disrespectful, and wasted almost two hours time of 4 of us. I came home to check that all the packages are progressing to their locations (Toronto) and see that a number of them have STILL NOT BEEN SCANNED. When I called your customer service, I was told there was nothing they can do until Monday. When I logged on to talk to you customer care, I was told that they can't do anything until Monday. I need to have these packages DELIVERED on Monday, and can not deal with this incompetence of your staff. Your employee called my employee at home to have her come back in to print off another document, after reprinting so many is rubbing salt in the wound. I need to have these problems addressed immediately, as I did not pay a small amount to have these packages shipped today.
I am extremely unhappy with the customer service given on this day.

I had a package delivered to my rental place where I just moved in. However, the driver did not knock the door and he just dropped the slip while I was in my room. When I went to pick up the package with my driver's license and the delivery slip, the clerk said that my address on the license did not match the one written on the package. I said I just moved in and I haven't got to change my address on the license, but with the matching name and my photo it should be oaky because it would work for EVERY OTHER COMPANY. The clerk kept asking me to show a prof of billing information which with my name and address on it, but I didn't have any since I JUST MOVED IN. So she refused to give me my package. She said even I come next time with my landlord and her photo ID with her address on it and my ID with my name would not work. I knew it was not her fault but I just felt their rules were crap. Seriously, what kind of person would take other people's delivery slip and it happens to be the same name. I understand it is for security purpose but it is not necessary and waste of my time. What if I stay with my friends for few weeks and have a delivery to my friends' house. I couldn't get them to change their hydro billing to my name. Then how can I pick up my delivery? Does that mean I will never get my delivery? NEVER GONNA USE PUROLATOR!

Waited in my driveway this morning for a tracked shipment. Truck never showed. Checked my tracking number again and low and behold apparently I wasn't home! now isn't that funny?

The employees at this location think their job is a joke, I have never had a truck actually come to my door with any of the packages I have received via this location, they just take the parcel for a ride around town and get paid to do it, door knocking (or even going to the location) is not in their job description as far as they are concerned.

Don't bother making a complaint, they will just give your package the "special treatment". after I made a complaint my parcel ended up looking like a cardboard basketball because they had kicked it around so much.

Avoid using Purilator in Thunder Bay at all costs, they don't deserve anyone's business

Poor Customer and Delivery Service
The delivery person did not leave a slip and when i ask why the customer service rep. said" they don't leave one if you live in a high rise". Second the delivery person said he cant come inside the building, and i told them the security will let him in. Customer service documented that the delivery should be left with the security and when the security refused and told the delivery person to go upstairs he refused. That was twice, no other delivery attempted and now they are saying they won't delivery again after i payed $8 dollars for my delivery. Getting frustrated and not getting anywhere when my son called them, he hangs up his phone and now all they are concerned about is some one hangs up the phone and they can't do anymore delivery because we have now exceeded our 3rd delivery. Now i want to go pick up my package a week after they made the first attempt only to hear that they will call me and let me know when i can come get my package. That is Very Poor Service.

I placed an order with Abercrombie and their delivery company is Purolator. Have to mention that this is not my first order, in fact is the third one. Out of the three orders the Purolator delivery employee left only once a delivery notice for me.
This last time my husband was home when the Purolator employee came, he called the buzzer my husband open the door and waited for the guy to came with the package...and he never did. He didn't left any delivery notice either. When I checked online the status of the delivery it said "attempted to deliver failed".
I talked to the online help support desk asking them to give me the location from where I could pick up my package. She offered a second delivery but I did refused because I didn't want to end up in the same situation as my husband on Friday, so I told her that I will go on pick it up. I even received a code that I was advised to use it at the location in order to pick up my package ( the code is different from the tracking number).
I went to the 11 Morse street, Toronto, On location and I addressed my problem to the young lady that worked their. She asked me for my tracking number and I gave her what I had for tracking number, but unfortunately for me it was incomplete. She tell me that is an invalid tracking number...nothing wrong so far... then I tell her the story with the delivery guy that came and my husband opening for him, but he never came upstaire or left a delivery notice. I tell her that the customer service gave me a confirmation number and assured me that I will have the package available on site. She tell me that she needs the tracking number... I have asked her to try to find the package by name, address and she told me she can't...Really! How is it possible ? May be she needs more computer training ! (Just a suggestion to her manager)
Went to my car, called Abercrombie and found the proper tracking number. I go back and I give her the proper tracking number and I can tell you that I was frustrated by now... and I asked her how is it possible for the driver to leave after my husband open for him and funny enough she looks at me and tell me that was "an invalid or wrong address" Excuse me !It is ridiculous !
I can tell after all three experience with Purolator that it is the worst delivery company that I know and I hope I do not have to use it ever again.
For the manager in charge of the 11 Morse Street Unit, Toronto, On - Please offer more training to you drivers and the people on site. Customer service skills are non existent! To bad because you guys make you living from this services. What was the logo on your delivery trucks? Something like: Delivery? We make it better! Sorry to let you know, but you guys are not even close to achieve any of your logo promises.

Sent a package to London, England for Christmas. 1. Package weighed 2.5 kilos (about 5 lbs.), but was charged for 9 lbs. 2. Used their promotion of 50% off for sending internationally. Package cleared customs in London, but was held by Purolator's subsidiary carrier "Aramex". They requested an extra $100 before releasing package. They said the extra $100 was for taxes and Brokerage fees although children clothes are not taxable in London. The $100 paid to Aramex works out to be the same amount saved on on Promotion when sending package - I don't think it is a coincident.

I was told that my Tv would be delivered on 2nd. Since I have no one at home that day, I was required to take a day off from work to be at home for this delivery. After few hours I tried to check the tracking status and was told that I was inaccessible. Not quite sure how I would be inaccessible when no efforts were made. I had to then drive all the way to the NE to pick up my TV. So much for paying for shipping home and then actually having to pick it up myself. Tried calling the customer care and they had no answers they told me we can try to ship the next day which meant I would have to take another day off. Tried to ask to the supervisor the associate hung up on me. The worst customer service ever. Never using purolator. Have a company account with them as well will make sure I cancel that one too.

I waited at home all day today knowing my package would be delivered. I seen the Purolator truck drive by and just assumed he would be turning around since I did not see him stop. I looked out and notice that a note was hanging out the mailbox which stated that they "missed us" and where I could pick it up. Confused because I was in the next room and did not hear the doorbell or a knock was convinced that the delivery personel did not try to get our attention. I called Purolator and they said if possible the driver would turn around and come back. I continued to wait around all day on the main floor of my house by the door and did not hear a thing, but looking out again I noticed another note on the door this time it was written that he "rang and knocked 2x" which I find hard to believe since myself along with my roommates did not hear a thing (and yes we checked that our doorbell works). I finally drove out to the Purolator building which is half an hour away from my place and they would not give the package to me because my ID has my hometown address on it on the address for the place I am renting. I only fully read the notice that was left on my door where it does state that my ID must have the mailing address on it, after the worker told me with a condescending tone that it was "clearly stated and highlighted" (I do realize this was my fault but her tone was very much not appreciated). I sure hope tomorrow I receive the package and am not forced to make the half an hour drive back out there for the second time.

I waited all day to receive my package due to its importance and I could not afford to miss the Friday delivery before the weekend. After waiting until 5pm I re checked the tracking number only to find that a "mechanical delay" had occurred at 4:54 pm. Now this was unfortunate but I wasn't overly worried yet. My first step was to contact customer support. The responses came in short scripted sentences. In none was I asked for my tracking number or information, all that came through was that I was not getting my package until Monday. I saw that the warehouse had hours of operation until 8 pm or Saturday from 9-3. I explained I could pick it up myself but all I got was the response of "nope". And than that was it. No help. No conformation. For all I know my package could be at the bottom of a lake. It's not the agent or drivers fault (I hope) but Purolator could easily implement tracking devices or GPS into their company vehicles so that customers could get some confirmation (much like Uber, which is part of their success). Even some communication would be appreciated! Won't touch this out dated company again.

A package I was expecting Friday am, was not delivered. It was scanned at the depot at 5:37 am, but did not get put on a truck. I called them and begged them to do something, but they said it was impossible. They phoned my store and said it could not be delivered Saturday morning. It was not delivered Monday morning and when I called to find out why I was told it had been mistakenly sent to another city and I would not get delivery until tuesday. I have lost the sale on the part I had ordered and Purolator made no attempt to get my parcel to me any quicker, or to compensate me for my loss. Every time a package is delayed or "misdirected" there is never any attempt to go out of their way to solve my problem. Customer service is not something I associate with purolator.

It's not like I live in a rural area, I live in the city! Yes there's traffic to deal with but they had over 10 hours to deliver packages yet didn't make it:

2015/09/09 07:44 On vehicle for delivery
2015/09/08 17:09 Delayed due to missed delivery
2015/09/08 06:42 On vehicle for delivery

Once again a laptop I have ordered from Dell Canada "went missing" while in the care of Purolator Courier. They claim they attempted to deliver it last Friday but left no notice and only a garbled message from a driver and then claim it was delivered today at 12:08 pm and signed for by someone called 'Ellen'. I can assure you that there is no Ellen here and that we were home. I recommend companies stop using Purolator. There have been too many thefts. What do expect from Canada Post!

I ordered a network usb adapter from Neweeg.ca on 6/29/2015. They shipped it out that evening.Purolator was the shipping method used. On 6/30/2015 Purolator tracking showed picked up, sorted, on truck for delivery. So I waited at my apartment to receive it. I was home all day waiting. My Cell is on to receive the bus from the front door of my building. By 4:00pm I went down to see if the enter phone is working. It is working well. Then I saw the Purolator tag saying we missed you time 3:30pm. Note also said you can pickup the parcel at the depot. I was so upset, that The guy did not even bother to bus my Apt.
We have a giant board showing Apt no. with the bus code. I believe the guy was in a hurry to go back and go home as next day is a Holiday Canada Day. I did a chat on line to Purolator. The package has an Apt. no on it as confirmed on my Newegg.ca order. They will attempt to deliver tomorrow. I hope that they bus me as I will be home the whole day again. I hope that Newegg.ca use a different delivery company that has better service I have lost my confidence on Purolator. Thank you for allowing me to post this on your board.

I ordered a pair of teva sandals from Shoeme.ca for my husbands birthday. Shipping was free- says so on my invoice BUT when I went to pick up my package at Jaylee Auto I was told I owed $38+ for collect shipping. I called Shoeme and they said, no it's been paid. We will send a fax to Jaylee. So the young lady there (I use that term loosely), proceeded to tell me that this wasn't good enough. "you could be talking to your friend on the phone or anybody or just pretending to avoid paying these charges". My jaw hit the floor that she would actually say that to my face. I almost lost it. Then she said they needed to send a fax. So Shoeme sent a fax saying that there was an error, shipping was no collect. Not good enough for little miss morning sickness! Nope, now it had to be on letterhead and from Purolator or the company that shipped the shoes for Shoeme. The sticker on the box looked like someone had just put it on. Another friend said that she had the same issue with random packages saying collect with some handwritten amount. I think it's a scam but right now, I just want my husbands birthday present before his birthday is over!

There is a known problem with purolators laser arc system, on line at their depots (Current), this results in you paying much more. Re: do you see 'adjusted weight' on your invoices? This means you are paying them more, than what you were told/saw online, and in eship, result, you lose money; and lots of it. Example, I send a package that weighs 8 lbs, now the calculated cubed weight is actually 27.34lbs in box with the dimensions of 21x15x10". But, because purolators scales/system is messed up the laser arc somehow calculates 32x22x10". So instead of the cost being $59.34, you end up paying $115.95. This means you are out some $60 xx. This may be more of an extreme example, but it happens, and more often than you think. Anything where you see 'adjusted weight' on your invoice, means your paying more for shipping than you were told. I suggest you use another courier like loomis etc. Until they fix this problem. To date I am still battling with them on this, and they refuse to give us credits for their errors; we have lost thousands of dollars.

Ps
Maybe the worst part is that they are downplaying and denying and wrong doing, the salesperson is the worst * ever, and their billing dept. Simply won't help you.