Purolator
reviews and complaints

Horrible service. Purolator delivery personnel are such gung hoes in putting delivery notices to our lobby and apt doors. One instance I observed a Purolator delivery guy outside our lobby door before I went out for a walk with my dog. I asked him why is he putting so many notices while I didnt see him buzz. He said he already buzzed to all of them. The funny thing is I was talking to a neighbor in the lobby and I saw him from the time he parked his van until he reached the lobby door.

Now, I experienced this in my recent parcel where there was a specific instruction to buzz on my apt door and they didnt buzz on the lobby. Instead, I saw a delivery notice on my door. I was told by customer care, they are not allowed to knock on the door. Then why dont they just go back to lobby and buzz every one whos expecting a delivery. This happened 3 consecutive weeks, and on the third week I was told they will redeliver again despite I maxed out the number of delivery attempts. On the fourth week, I waited all day, put signs on the lobby to buzz, and on my door to knock. No delivery on sight... I called customer care again only to find out they sent it back to the seller. I provided them all of the issue numbers to track what just happened but their explanations where just all disjointed and won't add up. Bottom line is they [censor] up again and just cant own to it.

I live quite far from the pick up site and I only work at home once a week (Wednesday, thus I ask them to resend the parcel on a Wednesday), thus I insisted to have the parcel to be redelivered. Considering the fact that we pay for delivery.

Another thing that frustrates me is on how customer service talked to me, the last two agents were unfriendly and very assuming that I have all the time to pick up my parcel from a site which is very far from me. This company really needs an overhaul.,..

I wish that I read these reviews last week. Now here I am - not a usual public complainer, but so frustrated.
One day transit time for a location three hours away. I took it to the depot at 10:21 a.m. on Thursday. On Friday at 7:40 a.m according to the tracking website, it was on the vehicle for delivery. Looking hopeful. At 15:39, the tracking website says "Address correction required, incomplete or incorrect unit or apt number". No, it is definitely complete & correct, someone was there all day waiting, and its important that this parcel get there today as promised. No phone call, no nothing from Purolator regarding being unable to find the residence although the house number is very clearly marked on the outside of the building. I'm at work, so the fastest way to contact Purolator is through the live chat option. The agent asks the usual - correct address? Yes. Numbers on building clearly marked? Yes. Nothing can be done - the driver has no phone, can't be contacted and has gone back to the depot. Even though they deliver to residential addresses until 8 p.m. and the address is a 20 minute drive from the depot, out of luck until Monday. Frustrated beyond belief as I could have driven there myself by this time to deliver the parcel, but its now locked in the depot over the weekend. The agent says that she will note that the address is correct and will send a complaint to the driver. Now Monday morning - hopeful. But the tracking website has not changed from Friday. So again, I live chat as that seems to be the easiest way to actually talk to anybody associated with Purolator, and I want to make sure its on the truck for delivery. The agent says there is nothing she can do as the website isn't updated until 10:30 am so to check it again then, and write back if there is an issue. Meanwhile the person waiting for the package (for the second day) calls the Purolator number and is told that the delivery guy was there on Friday at the building but couldn't find the right condo (which is very clearly marked on the outside of the building and each condo has its own separate outside door with no lock code required - there's no way that he was at the building and couldn't find where to actually deliver it.) I phone a Purolator number, get transferred to someone else (?the depot) and get a story that the delivery driver attempted to find it today (Monday), and was unable to, and would I like him to try again tomorrow? This is at noon. But again, they can't call him to tell him directions because he doesn't have a phone, even though he is supposedly delivering to residential addresses until 8 p.m. So I live chat again, asking why it can't be delivered today if there was never an error in the address and it was supposed to be delivered on Friday and now it is not looking good for today either. The live chat agent says it was scanned in today and therefore it will be delivered tomorrow. They have 24 hours to deliver. If they attempt delivery but the address is incorrect, they will attempt again the following day, which is tomorrow. No I say - there was never an issue with the address, therefore it needs to be delivered today, and in fact it should have been delivered on Friday, Nope, he says, they can't contact the driver - Purolator doesn't provide their drivers with business phones - do you want to pick it up at the depot? I can't, I said - it is on the truck supposedly until 8 p.m tonight. No, he says - I never said that it was on the truck. So, I said - the driver did not attempt to deliver it today? No, he said - he did not. So even though on Friday, customer service made a note that the address was correct, it did not go on the truck today? No, he said - would you like to pick it up at the depot? A small problem, I said - the person it is addressed to does not drive (this is where Purolator fits in) - but what is the depot address just in case? It is an umanned depot, so you can't just drop in to pick it up, you have to book an appointment to do that he says. Would you like me to book it for the truck to be delivered tomorrow?...YES!... O.M.G. so frustrating. And why, if I had to request to be booked for delivery, did they not do that on Friday after I told someone the address was correct so that it got on the truck for Monday delivery? Tuesday morning - the tracking website is updated early I guess, since yesterday I was told they don't know anything until after 10:30...but its 7:12 a.m and its on the vehicle for delivery. 16:30 - still waiting. Another entire day wasted waiting and its not feeling hopeful. You would think they would make an effort to deliver the late parcel (late by their own error) early in the day, but no. I just did an online estimate of the time from actual mailing location to actual delivery location, and online it said same day delivery. False advertising. The driver doesn't have a map (apparently), or a phone, or even attempts to find a clearly marked address, and after stating every possible excuse for non-delivery, they will blame you. I went with Purolator because it is a well-known name, but I learned my lesson. There are plenty of other much less frustrating, cheaper, and more trustworthy delivery methods, which treat important customer items in a more respectable manner. I would be happy to give you the tracking number for further investigation and once again, I stress that the address was correct, complete and clearly printed on a Purolator-produced label, and in a Purolator Express pack.

August 27 at approximately 10:30am heading east on trans Canada highway 1 just leaving Kamloops, BC a purolator semi truck driver ran me off the road into the ditch. Unfortunately I did not get a licence plate. He had no reason to move over into my lane and I am VERY lucky he did not seriously injure me. He should not be on the road driving a big semi!

PIN [protected]

Hi Marguerite,

The reason for this claim is not for non delivery but late delivery.

The package was sent from Yarmouth on the 17 August and was to be delivered by 10.30am the following day. The package contained my passport which I needed to fly to the UK to pay a last visit to my dying sister. When I tracked the package on the morning of the 18th of August I found that it was in Mount Hope Ontario. I then contacted Purolator Dartmouth and was told that the package would be delivered on the 21st. When I remonstrated with the operative I was eventually told (around 4pm) that the package would be with me the next day, the 19th.

It was not until receiving this information that I was able to book my flight. The next day I picked up the package from Purolator Dartmouth as a time for delivery could not be guaranteed.

Due to the package going astray I was caused a deal of needless stress as I didn't know when I would be able to visit my sister.

I think that given the time sensitive nature of sending a passport, Purolator's mistakes caused me to spend a whole day waiting for or making phone calls. I couldn't believe that having spent $38 on a courier service my passport could go so far astray.

I think that given Purolator's mistakes in this matter I should be reimbursed for the cost of the package and also for the stress caused by Purolator.

I would add that the parcel was also addressed to Realty Geeks at my address in Halifax. This was apparently added to the address by your dispatcher when they consulted Google Earth for some reason. I assume that the address had a realtors sign on it when Google took it's photo. My cell phone # was also incorrect on the waybill.

I hope you will view my claim sympathetically as I believe it is a valid one.

Yours

He was in front of my bungalow I was on the porch with my 2 kids. He did a 2 point turn around parked. Never got out of vehicle or pulled into my drive way to check out the unit # on my house. I waved at him my kids were saying "package is here". He was glued typing into his utensil about address was incorrect.
I called purolator to dispatch a turn around. The Asian woman on the phone said it's not possible. This all happened with 10 minutes!
It is purolator s drivers stupidity not mine.
My package should of been delivered. But no!
Something has to change or that driver should be fired for laziness!

Avoid this company at all costs. Amazon, if you read this, move away from this company as a partner. It looks bad for you. Their drivers are scammers, saying "attempted delivery" and never getting out of their trucks. Same as so many other reviewers, I am waiting for a package since yesterday with the "Attempted Delivery" excuse. Home all day, no knock at the door. I have sent Purolator a complaint by email today. I plan on sending a complaint to Amazon as well. They should be aware of the problems that Purolator causes for their clients. There are never or rarely issues with Canada Post or any other courrier service. I hope it's only a matter of time before Amazon and others come to their senses and stop using this horrible, distrustful company. A quick Google search will show the same complaints again and again. I will never, ever use Purolator by choice. Ever. And I recommend you do the same.

Hello,

I was just at your Hodsman road location in Regina Saskatchewan. I was helped by one of your female staff members working at about 3pm today. She was very rude and made me feel very embarrassed for asking her a question. Our company hold an account with purolator and we were out of labels and I didn't know what to call them. She was very rude and I felt like I was being spoken down too. This makes me want to bring business else where. Thank you for listening and I hope this issue is addressed.

Your driver driving a 5th wheeler truck almost hit me while I was turning in to my drive way. He tailgated me all the way down hwy 25 and almost hit me at 2:00 pm at 102 main st south acton, ontario. It's a 50 in front of my house I drive a car he in a tractor trailer I was forced to take off quickly and pull in to on coming traffic to avoid the driver of your truck. He dives the truck like he stole it and almost killed me. I don't know about him but I'm pretty sure I like to go home to my family and I'm sure every body else driving on the streets do, a guy like that is goo g to kill some body one day and your going to be on the hook for it.

Please call me
[protected]

I had a package supposed to be delivered to my home in Vancouver "By July 20th". The 20th came and went with no delivery. No update online tracking. July 21st the online tracking stated it was on truck for delivery. As I am dealing with a water leak in the house there are drying fans on so it is hard to hear the door bell. Having previously dealt with a missed delivery from this courier I left a large note on the door indicating I was home but may not be able to hear the door so to please just leave the package on the steps. Then I found the dreaded tag "We missed you" on the door right beside my note (no package left). The attempted delivery time was 30 min before I discovered the tag so I called the number on the slip hoping the driver was close by and could try to deliver again (it was mid-day): "sorry sir we have no way to reach the driver, you will need to pick it up at the address given on the tag". That is an hour trip for me. To make matters worse, the package will not be there until 3 days later (July 24th)! I called another number and was told they would contact the driver to ask if he could come back, particularly as the delivery was already a day late - nope, didn't happen. A courier paid to deliver the package from A to B, not only doesn't deliver it by the promised day, doesn't leave it as instructed at the door, then asks me to pick it up at a far away location, but only after an additional 3 days (4 days past the promised and paid for delivery date)? This is simply unacceptable. Moreover, in my case, that won't be in time (its holding up a home renovation), meaning I now have to go out to buy a substitute and then try to return the original item when I manage to find the time to get it. Oh, and it will only be held for "5 business days", presumably that starts from the date of tag ( 21st), meaning I'll have only 2 days to pick it up (requiring time off work). I can't even pay a more reliable courier to pick it up and get it for me because they won't release the package to anyone else. This is absurd!
This is so frustrating, and the second time it has happened (and why I left a note this time in attempt to avoid the substantial extra delay and hassle). I have never had such problems with deliveries by others, who will leave things at the door if instructed, will try repeat deliveries, and if all else fails will leave at a location 5 minutes away. I will never again use PureLATER or purchase anything from vendors that only offer shipping by PureLATER! It's not worth the trouble of dealing with such a horrible "courier".

I would like to make a complaint in regards to your duty manager not returning my call at the specific 48-hour mark. I received the package on Wednesday and when I arrived home the package was approximately 10 ft away from my door there were people in my home waiting for the package. Recently in the news where a courier company has placed a package on the front steps and just left it. People around the neighborhood seen other people pick up that package and drive off with it so I find it totally irresponsible and a duty manager has yet to return my call to resolve this issue.

I scheduled a pick up of three boxes to go out for today (June 30), with a five hour window for pick up. The depot called and asked that the pick up time be bumped by two hours. The office would have been closed for two hours at the time they wanted to pick up.

I said that I could change the pick up location from the office to my home address (close to the office) in order to accommodate the later pick up, as these boxes have to go out today. I was told that if I changed the pick up address they would have to submit a new pick up request, and that it would not be picked up until Tuesday (after the long weekend) because I had missed the window for a pick up today?!

I was trying to accommodate them not honouring their commitment. Now I have to close my office down early to drive these boxes half an hour away to the closest pick up point in order to be there before the last pick up of the day.

To say that I am disappointed in the quality of service Purolator for our very first transaction with them is an understatement. You have lost the business of a company that does 98% of it's business through shipping.

Didn't even try to approach the delivery address as someone was at the apartment all day. Call centre told us it would be dropped off at the Guelph store and they would call when it was dropped off, even double checked with call centre employee that it was going to Guelph - went to the Guelph store to pick it up and was told it's at the Kitchener store. They didn't ever call us to inform us it was at the store or what store it was at.

I am on nutrisystem so get it delivered monthly well first month he took it to the wrong town then second month the wrong address then 3 rd month another wrong address it's a town of 300 wtf? Now yesterday it said delayed thing is he went to our corner store it's less then half a block away and could not come to my house ? This company is damn annoying I sent emails and when you call they are rude and very mean

June 6th, 2017 while driving home (north) on Leslie Street just north of 16th Ave a huge Purolator truck with a full trailer decided to turn right onto Leslie on his red light, our green. Because of the length of his trailer he ended up blocking both our lane and the left northbound lane to make his hasty turn and nearly took out our car and the Ford Explorer driving beside us. The time was approximately 5:45PM and he turned off from Orlando Ave. I took both a picture of his license plate, the trailer plate and the truck in hopes of Purlolator tracking down this driver and explaining to him that he doesn't have different driving rules than anyone else. I am happy to forward my pictures for further proof your driver made a very bad and unsafe decision yesterday. His license plate number is AA 26359 and the trailer plate # is E8064B, truck # T5307446. I am certain his delivery was not worth almost crashing into two other vehicles on a red light with such a large load. Driver retraining and retesting is highly recommended!

Ordered from Amazon Prime, delivery was scheduled for 2nd of June. I receive an email on the 1st saying there was an attempt to deliver; they left a location for a pick up that's far from my location which defies the whole purpose. I call and demand a delivery, and they say after 3 days. I requested a call or an email before the delivery with the expected time. On the said day, I call their customer service, and I'm told that they can't locate my package, call again tomorrow. Instead, I called Amazon, and after being on hold for a very very long time I'm told that it will be delivered the next day, It was already 5 pm, so I left. At 5:25 I get a call from my buzzer from a rude guy, I tell him that I'm not home and he can leave it in front of my apartment. I rush home to find a paper saying "we missed you" and again with a location for a pick up that is far from my place. They expect to deliver at any time and any day, and we be there waiting for them? Then say "we missed you". I still didn't get my package, but at this point, I'm done with the calls, holds, and rudeness, but what to do. Worst service ever from both Amazon and Purolator. I wish I can give a negative rating to express my frustration.

I sent a package to Lagos Nigeria through Purolator on May 9th to be delivered in 5 days. On the 17th I tracked my package as it had not been delivered, and I saw online that the package was held at UPS Warehouse in Lagos. I contacted Purolator customer service and I the reply I got was that the address was wrong. I confirmed the address I gave to Staples rep when I was sending the package- she had said the address was too long and she couldn't input everything but will write it out by hand as they had been instructed to do. No attempt was made to deliver the package, the recipient phone number though on the parcel was not used to contact in order to verify details, no one has reached me to provide update on the status or when they will deliver the parcel. The service I paid for was not delivered. The documents I sent have a deadline for submission and till now the recipient does not have them. I will like a refund

I do not recommend Purolator as a service provider. Providing good service means going above and beyond just to ensure customer satisfaction.

This is the first time I have encountered from a courier company. Which I wouldn't recommend to my friends and family. I have received a delivery notice and followed the instructions on the notice, to pick up package on May 6, 2017 Saturday. When I went to the drop off location today the package was not availble for pick up. According to the agent at postnet the driver must have put the wrong date it should have been available on Monday instead. We were expecting the package that day and have wasted our time to pick it up at the drop off location. Worst courier company I have to deal with to date!

This morning I was supposed to receive and urgent package of bridesmaid dresses for my wedding shipped from my sister last night. The driver never left a sticker, never called me - marked it as unable to find buzzer number. Called customer service who said the drivers can't call personal numbers. There is no mention of this (they can't call your phone) and that a buzzer number is required on the address section when you fill in this on their form.

I called them again to ask if I could pick up the package tonight before close, but they said no. Now I won't get my package until Monday. Too late for dress alterations. Very disappointed.

I've been expecting an important delivery and have been home waiting for it as I know what time the delivery's normally show up at my building. I checked the status at 525pm and it said out for delivery. At 528pm I received a message that delivery was attempted and delivery would be attempted again next business day. Delivery was NOT attempted because I have been here waiting for it. I live in a condo and the concierge is not responsible to accept packages, it is the responsibility of the driver to buzz my suite if the concierge is not there. Just because the driver is in a hurry it is not acceptable to not attempt delivery.

This is the second time this has happened and this time it is unacceptable!

This is the third time happened with me with Purolator, Without coming to the door "just put a note downstairs that locked or no one was there'' or something just any excuse for not delivering on time. There is no point to pay extra money for Priority delivery. Actually avoid Purolator at all.
This time, without coming to even address they just updated the status online that '' Attention" no buzzer code mentioned. If the driver comes to any address, they must know the different systems at different address. And I'm sure no one is that dumb that they can't figure out how to deliver the courier, especially when it is priorities delivery.