I had been waiting for a package shipped from overseas, the delivery address was filling not complete, the missing part is only the unit number. After I knew that, I contacted Purolator immediately because from the tracking number and information we knew the Canada side was delivered by Purolator.
After I contacted Puralotor and provided all the information, I have been told the tracing department will contact me for further information. A day later I received an email from the tracing department, the person in charge of this case asked the contents inside the package, I answered the email with all the sufficient info plus tracing number, correct address, the missing part on the address etc. But he/she emailed back stating the info is not enough, I need to provide very very specific detail like the name of the book only from there he/she could start investigating, so I have to provide the info he/she asked(which I don't have handy).
During that period I also input the tracking number in Purolator's website which I could see the package already arrived the destined city I and was in the sorting facility. So I made some other phone calls to the local office and been told due to it is not their tracking number, only the tracing department could do the research.
So after waiting 2 more days, I got the email back telling me he/she found nothing, the case will be closed. I was so pissed by then, cause I could see my package is in the destined city for more than a week, why they said found nothing.
I have to make the phone call again to them cause I couldn't think any other way to solve it, I guess I will never receive it. This time after talking with someone and described my situation, he asked for the case number and tracking number from me and asked me to wait on the line, after more than 20 mins wait time, he said the package was found, so I asked for the delivery. For the safe side, I asked him to provide the Purolator tracking number, he provided it to which is the tracking number I had in the first place. I am confused but glad it is been found in the end.
But if I didn't try to call them consistently, it will never solve. And I can't understand what is the purpose of setting a tracing department which didn't help at all while the fact is it is a very simple case and the tracking number is always correct.
I am very very disappointed by their service, I will never use their service again.