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Purolator reviews first appeared on Complaints Board on Aug 8, 2008. The latest review Driver behaviour was posted on Apr 7, 2021. The latest complaint delivery service was resolved on Mar 15, 2021. Purolator has an average consumer rating of 4 stars from 323 reviews. Purolator has resolved 233 complaints.

Purolator Customer Service Contacts

+1 888 744 7123 (Customer Service)
+1 800 561 7876 (TTY for the Hearing Impaired)
+1 800 459 5599 (Technical Support)
+1 888 302 8819 (Freight Customer Service)
5995 Avebury Road, Suite 100
Mississauga, Ontario
Canada - L5R3T8

Purolator Complaints & Reviews

Jul 23, 2019

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Purolator — speeding driver

The 2nd time in one week I have witnessed your driver speed down our road. I do not sit by my window and...

Purolatorbad driver

I was driving north bound on Kennedy Road in Scarborough. There was a Purolator van Ford Transit 250 coming out of Perthshire Street, going to merge to north bound traffic, and going to the middle turning laneway where he was supposed to wait for no traffic. The driver drove side by side to my car and sped up and tried to cut in front of me, which is very dangerous, he could have hit my car. I hope you give warning to this driver. This happened on Thu Jul 11 at between 11.50am - 11.55am (my dashcam clock is a little bit off). I have footage of the video dashcam to prove. The license plate of the truck is AX-92448.

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    Purolatorservice

    I had a package that was to be delivered by Wednesday, July 3rd. They indicated that they attempted delivery at 12:31 p.m. They did not - I was home waiting for it. When I called, they said they couldn't deliver it because there was no loading dock. There is no loading dock - it's a house. (And the package was an envelope). I did not receive a notification for attempted delivery. I called the next day (Thursday) after i tracked the envelope and called Purolator. they indicated that they could reroute the package the next day. I gave them the address and no package again - I again called and they indicated that they would couldn't deliver until MOnday. I was very specific with the attendant on the phone- if there was even a small possibility that it wouldn't be done - he needed to let me know as there were travel documents with it. (I am traveling Monday morning)
    They then indicated to me that the only resolution was for me to pick it up. I do not have access to a car and the pick up location is over an hour away by public transport. I have a child with special needs that I have to figure out arrangements for to get to by 9 am tomorrow and come back to make it to two medical appointments to make by 11 and 1.
    Perhaps if they had delivered it or actually showed up when they said they would or had this could have all been avoided.
    This is completely unacceptable. The stress they have caused for not doing their job is problematic.

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      RESOLVED

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      • Purolator's response · Jul 05, 2019

        Hello,

        I’m truly sorry that we were unable to complete delivery. I can understand how this would be inconvenient for you and do apologize for this. Please reach out to us by email at [email protected] with your tracking number and we will forward your complaint to our depots management.

        Thank you,

        ^Vanessa
        Customer Care Team
        Www.purolator.com

      Jul 03, 2019

      Purolator — delivery / pick up service

      We missed one delivery on july 2 9:16am (our office hour is from 10:00 to 18:00, we not gonna get it if truck...

      Richmond
      Jul 03, 2019

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Purolator — delivery pick up service

      We missed one delivery on july 2 9:16AM (our office hour is from 10:00 to 18:00, we not gonna get it if truck...

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      The complaint has been investigated and
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      Purolatormissing deliveries

      Dont do business with purolator.
      I didnt see any purolator truck or nobody even knock on my door to deliver any item that time. When i tracked the package, it says delivered at reception. We dont have reception at home. I was home the whole day. I never lost any items when i was using canada post and ups. With purolator, i lost 2 deliveries. I read also all reviews, specially 1700+ reviews at trustpilot with 1star. Its red flag. They said theyll call me back at the end of the day but they didnt call. We have to mass sue this company or report to fraud department.

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        • Purolator's response · Jun 26, 2019

          Hello,

          Thank you for leaving this feedback. We're sorry for the negative experience. The driver should indeed ring or knock even when the shipments have a signature-not-required service. Can you please email us the tracking number? We'll verify the status of the trace for you.

          Regards,
          James
          Social Media Coordinator / Customer Care Team Purolator Inc.
          E-mail: [email protected]

        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        PurolatorUnprofessional driver

        Account #4232409, May 29, 2019
        Bill of Lading # [protected]

        On May 29, 2019 we requested an envelope pick up from our West Edmonton location to be delivered to our Red Deer location. We did not have a way bill prepared when the driver arrived and when the receptionist told him and requested some blank ones he glared at her, rolled his eyes and walked out. He came back, dropped two blank way bills on the desk and walked back out of the office. She quickly filled out the way bill and went outside assuming he was waiting in his truck. He was gone. All told it took her about 2 mintues to fill in the way bill. Throughout this entire exchange the driver never spoke one word to the receptionist.

        I called the next morning, on the 30th, to find out why he had never come back to pick up the envelope. The agent I spoke to said that there was a note on the file that said "Delivery not ready, Customer to call when ready". Since the driver never said so much as hello how exactly were we supposed to know that we were supposed to call? And in fact had she called when she was done he probably would barely have left our parking lot.

        Our package did end up being delivered but it was a day late due to the unprofessional behaviour of your driver. We pay for your service and expect to be treated with a modicum of respect and basic human decency. If we ever treated our clients the way he treated us we would soon go out of business

        I appreciate you looking into this matter.

        Cheryl Martens - Provincial Sleep Group Inc.

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          • Purolator's response · Jun 17, 2019

            Hello,

            We apologize that our driver did not advise the receptionist he or she could not stay and to contact us when the parcel would be ready. All pick-ups need to be ready when scheduled with the label to go out when the drive picks up. Please email us at [email protected] with your pick-up reference number so we can forward your complaint to the depots management.

            Kind Regards,

            Vanessa
            Customer Care Team
            Www.purolator.com

          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          Purolatordelivery driver

          Driver was just delivering a package at 7426 Lantzville Road in Lantzville BC. This neighbour uses our driveway for access to this property.
          Purlater driver was asked to slow down on his way out. He floored it on the way out. Tjis causes a lot of dust and we have a youg fellow who is bedridden and this just comes in his window. Not impressed with this drivers actions.

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            • Purolator's response · Jun 13, 2019

              Hello Shirley,

              Thank you for leaving this feedback. We're very sorry for the driver's action. We understand that security is very important. Therefore, this incident will be reported to local management and we'll follow up with the driver. If you need further assistance, please do not hesitate to email us.

              Regards,
              James
              Social Media Coordinator / Customer Care Team Purolator Inc.
              E-mail: [email protected]

            The complaint has been investigated and
            resolved to the customer's satisfaction
            Resolved
            Purolatordelivery truck driver with purolator

            Friday the 7th of June 2019, I was driving back home from work at around 5pm, I was doing the speed limit on highway 30 in Salaberry-de-Valleyfield which was 80km and the purolator truck kept on honking at me to go faster, once he was able to pass me he gave me the finger. The license plate of the truck is L463277 and the truck number is [protected]. I was not impressed what so ever. Very nice way to represent a company.

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              • Purolator's response · Jun 10, 2019

                Hello,

                We are truly sorry to hear about this experience. We would like this reported to our depots management. Please email us with your details to [email protected]

                Kind Regards,

                Vanessa
                Customer Care Team

              The complaint has been investigated and
              resolved to the customer's satisfaction
              Resolved
              Purolatorhidden charges

              As the delivery guy came and get my letter (which was reallt quick), I did not had the time to complete the slip. The delivery guy proposed to fill it in for me as he seemed in a hurry. I accept thinking he would fill it right and quicker than me. Unfortunately, that was not the case. We were charge 15.75$ because HE forgot to put the account number on the slip that HE proposed to fill at my place. I should have said no ! Because of the mistake from your company, we are the ones paying the fees? This is ridiculous ! I even called your customer service (poor quality) and all they said to me is ''File a plaint m'am''. (Please read this as I am addressing directly to Purolator)

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                • Purolator's response · May 08, 2019

                  Hello,

                  We're sorry to see that you had a negative experience with us and we apologize for the inconvenience. Indeed, our couriers should never complete a shipping label on behalf of the customers. But when signing the label, the customers agree and approve the information written on it. If possible, can you please email us the tracking number? We'll look into it for you.

                  Regards,
                  James // Social Media Coordinator // Customer Care Team // Purolator Inc.
                  E-mail: [email protected]

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Purolatorscentsy use in a business office

                i have asthma and allergies. the agent in Cranbrook, BC. does not like the smells from the attached automotive repair business and use heated liquid scent oils to cover that odor.
                i have mentioned that i get extreme breathing difficulties when in that office but instead of just removing the item, changed the type of scent used.
                i understand that some people really like those but for me it makes life very difficult. i would think a scent free rule should apply to all places dealing with the public.

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                  • Purolator's response · May 07, 2019

                    Hello, thanks for sharing your experience. We'll forward your concern to our team in charge of the shipping agents for review. If you have any questions, please contact us at [email protected]

                    Thank you,

                    Catherine/ Social Media Coordinator

                  Purolatorhorrible treatment by purolators depot in creston bc, paul's superette

                  April 25, 2019 For Creston BC Canada, Paul's Superette is your depot. These two women that were running the store were nothing but rude, bully tactics, and made me feel extremely uncomfortable and like a criminal; like I did something very wrong. Man...just to pick up a package. I was asked coldly for ID. I presented it. THEN, the old woman wanted to know my address. I gave some of it which wasn't satisfactory which seem to provoke her. She raised her voice and said, "What is your street?!!!" Are you kidding me? Taking ID isn't enough, you got to be put through the ringer too. She freaked me right out ... like I was some sort of criminal. I had to empty the box and put in my carrier as the box wouldn't fit in it. So...I emptied it. The other woman and with forced snotty like tone said 'We don't keep boxes but we will this time' real rude and abrasive. Holy [censored]. Say what? You can see I'm walking, I can't carry the box and the carrier home. What would be the point in emptying the box and what was the big 'f'n deal in disposing the box there? I took the box and tossed it out the door...and proceeded home. I had enough of being crapped on. Nobody deserves to be treated like that without reason and there was zero reason for their behavior. I did nothing. I was not rude to them at all. I'm sure Purolator can find a better depot than these bullies. I will never use Purolator because of this issue with Paul's Superette gistapo with those who run Paul's Superette. Who needs the grief and to be treated like that SO badly. It was like I was putting them out so much to do their job so they needed to abuse me. Sorry...this kind of behavior is unacceptable, and uncalled for.

                  You want to keep using Paul's Superette, that is your business but I won't use Purolator because of Paul's Superette. Just so you know...this is how they treat your customers.

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                    Purolatorlate delivery, horrible customer service

                    Date of the Incident: April 18th, 2019
                    Case: 9446148
                    PIN: [protected]

                    I had ordered flowers with the company Bloomex as a surprise to send to my fiance at her place of work. The flowers were meant to be delivered on April 18th however on the 18th the only thing I could see the entire day was that it was at the sorting facility on the 17th. I decided to call Purolator and they had a tracking specialist look into it. They were communicating with me via email and asked me for details of what the product looks like. I had sent them the exact link to the product so they definitely knew they were flowers. I even explained to them that they were a surprise for my fiance and that they are being sent to her work (so a business). They explained they were looking into it and at the time the communication seemed to be open. Today (April 22nd and also Easter Monday) I receive an email saying that my package is on its way to being delivered. I also get an email from the tracking specialist saying the same thing. I replied to the specialist reminding them that it is Easter Monday and that they are sending the package to a business. Also, my fiance does not work on holidays which is why i asked for the flowers to be delivered on Thursday. I do understand that there are many packages that Purolator receives however I do not understand how they were communicating to me via email and yet they could not ask if it was a convenient time to deliver the package. They had no problem emailing me and I replied very quickly, yet they just assumed they can send it to a business on Easter Monday and expect the staff to be there? Everyone in the email thread knew of the situation because I had specified it. If it was a regular business day then I understand why just sending it out would be a good idea. They also knew it was flowers so I'm not sure why they would assume that throwing it on a truck and delivering in on a holiday to a business would be anything close to satisfactory to anybody on the planet. I would rather someone throw garbage at me. The end result is that my fiance was not at work and will not be at work for another few days as she had taken time off after. She now has a bunch of dead flowers waiting for her on her desk in a box upon her return. I replied to the specialist saying it is a holiday and she offered me the choice of disposing of the package. Wouldn't it have been slightly more proactive to ask me before sending it on a truck and delivering it on a holiday and assuming it will be received? I will be attaching copies of the emails between myself and the tracking specialists. As far as compensation, I would suggest some sort of credit as this is just horrible. Instead of getting some flowers at work, she will get dead flowers at her desk. I understand the flowers are not your problem since Purolator is just supposed to deliver the package. I fully get that. My issue is that the specialists were aware of the situation. At this point, any other solution would have been better than throwing the flowers on a truck. How does anyone assume that someone will be available at work on a holiday? I suggested that they can deliver it to a different address so that my fiance will actually receive the package to which they replied that they cannot change the address once it is on a truck. Who told them to put it on the truck? This is a really ruined sentimental experience for me thanks to poor customer service.

                    Please get back to me on this, I am sure you can sense the frustration.

                    Thanks
                    Mazahir Walji

                    msomani91.[protected]@gmail.com

                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service
                    late delivery, horrible customer service

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                      • Je
                        jen ives Aug 26, 2019
                        This comment was posted by
                        a verified customer
                        Verified customer

                        I placed an order with Amazon.ca on July 30, 2019 with delivery expected August 5th. The next day my confirmation email informed me it was being shipped via Purolator (Tracking # CGK004949045) and would not arrive until August 6th/7th.

                        This was the first problem as I was leaving home (L0L1P0) on the 6th and driving for two days to my destination at the Live From the Rock Folk Festival in Red Rock ON P0T2P0 . Since the package was travelling via ground from Vancouver it would be passing right through Nipigon ON and I thought they would deliver it there on the way.

                        The second problem was that the customer service representative I called on July 31st to change the delivery address to my alternate Amazon.ca address ASSURED me the package would be diverted and delivered to Red Rock with one extra day. Great: I didn't need it until the 9th! (customer service confirmation # [protected])

                        Problem 3 came to my attention as I checked my online tracker and saw nothing happening until August 7th when I noticed the package was in transit from the depot to the initial address. So I phoned again and begged the representative to contact the driver to return the package to the depot. She assured me that she had texted the driver and the package would be brought back and forwarded. Once again I foolishly believed the lies I was being fed by Purolator's customer service misrepresentatives.

                        Problem 4 arose when the package was left at my address in spite of all of the above. Now the materials which were crucial for the running of the Festival were 1200 km away!

                        Problem 5 involved a LIVE CHAT with a csr who, although she was obnoxious, at least didn't lie to me.

                        6. So, without thinking of alternative delivery methods, I phoned a good friend who drove the package back to the Purolator depot and paid $85.00 to have it delivered (ground) overnight. Unfortunately, this did not sink in with the depot worker and the package ended up at the Hamilton airport where, due to some tent seam waterproofing included with the plastic badges, it was not allowed on the plane (How is that ground delivery I ask). At this point (2:30am) someone calls my friend twice just to let him know there's a problem and that the package will be sent via ground.
                        7. So, finally aware that there is no hope the package will arrive in time to be useful, I implement my emergency plan for substituting packing tape and string and hang around for four days after the 'expected' date of delivery until the following Tuesday (August 13th) waiting for delivery. This re-labelled box magically gained five pounds during its trip and was reborn as #[protected]

                        I realize no one at Purolator wants to read this but I would like to know the progress of the complaint the obnoxious but truthful(I hope) said she filed on my behalf.

                        I have spoken to Amazon.ca and registered this complaint with their service department. I hope my efforts will lead to a reduction in packages which are, mishandled, delayed or lost through Purolator's incompetence.

                        I wish to receive a formal apology and to be reimbursed $100.00 for the extra shipping charges/fuel costs incurred in this botched attempt.

                        Yours

                        Jennifer Ives

                        0 Votes

                      Purolatoris this how it works?

                      Good evening,

                      I purchased some live fishes from a store in Toronto and paid to get overnight shipment. The package was picked up yesterday at 2:16 pm from Purolator and scanned at the sort facility in Toronto at 6:08 pm. According to the note, I was expecting the package to be delivered by Purolator at 10:30 am today April 18, 2019
                      I waited until 3:30 pm and no news on the package.
                      Reached out to Purolator at 3:34 pm through Live Chat and spoke to the first agent named Tammy. I asked her about the package and was told it was delayed until Monday. I then explained to her those are live fishes. How are they going to survive in a warehouse for 4 day? She placed me on hold and came back stating that someone will look into it and I will receive an update within one hour. I asked Tammy this question:
                      "3:54:05 PM
                      what if I didn't contact you?
                      3:54:09 PM
                      Tammy H
                      I am sorry I cannot advise what would have happened if you did not contact us. You will receive follow up on this within the hour."

                      The specialist contacted me through email around 4:45 pm and this is what he wrote to me:
                      "I apologize for the delay in this shipment getting to you. Unfortunately this shipment has been delayed leaving Ontario, it was scanned at the Ontario hub at 5:07 this morning, so it missed the sort to get to Quebec for today. This means that this will only leave over the weekend for delivery on Monday.
                      We are going to monitor this and we will follow up once we see this out for delivery, but I'm not sure if this shipment of live fish will still be good."

                      I replied back with this answer:
                      "Good afternoon,

                      I'm sorry but this doesn't seem to be the seller fault or mine and I don't believe this is right.
                      I checked the scanning and it was picked up yesterday at 2:16 pm and scanned at the TO facility at 6:08 pm which means Purolator had all the time needed to get it scanned and deliver to Montreal today.
                      I also receive the confirmation that Purolator is not covering for the insurance since it's live fish. From my understanding about this, if the package was delivered on time as it was scheduled and the fishes don't live, I totally understand Purolator is not responsible.

                      In this case, it is totally Purolator's fault. So my question is as follow:
                      Who is responsible in case the package is not delivered today and all the fishes die? Will you reimburse the total cost I paid for them including the shipping cost?"

                      I didn't receive any updates from him since.

                      I then contacted Live Chat again 30 minutes ago and asked for an update. Well, here is the script of the conversation through Chat
                      "5:33:06 PM
                      Melissa L
                      Thank you. One moment please.
                      5:33:36 PM
                      I do see that a trace was initiated and a tracing specialist was investigating. They mentioned that the package has been delayed and will only see delivery on Monday April 22nd. I apologize for the inconvenience. You should have received that by email.
                      5:35:11 PM
                      Me
                      I did and is waiting for a reply back because they were live fishes
                      5:36:12 PM
                      and the answer I received is what I have already known
                      5:36:33 PM
                      I want to know what Purolator will do about this.
                      5:36:41 PM
                      Melissa L
                      Unfortunately, there is nothing we can do about that. I apologize. It has been delayed. If the contents will no longer be good, you can advise the tracing specialist to request a return to sender.
                      5:37:46 PM
                      Me
                      no that's not how it works with my order
                      5:38:22 PM
                      This is Purolator fault and you should be responsible for it
                      5:38:36 PM
                      not penalize me as a buyer who paid for premium shipping to use your service
                      5:38:48 PM
                      When I paid for service I'm expected to receive the service and according to what I paid for the service
                      5:39:19 PM
                      package should be here at 10:30 am this morning
                      5:39:27 PM
                      Melissa L
                      I do apologize. Unfortunately shipping live fish is at shipper's risk.
                      5:39:44 PM
                      Me
                      Forget about the live fish. What if it's a package that I need for today
                      5:40:03 PM
                      I paid for the service and I didn't receive the service
                      5:40:18 PM
                      put yourself in my shoes. What if it's passport that was needed to deliver today so that you can flight out of the country tonight?
                      5:40:47 PM
                      I understand it's my risk if I received it on time and the fishes are dead
                      5:41:15 PM
                      that's my risk
                      5:41:18 PM
                      missing a scan in TO due to whatever the reason from Purolator is not my risk
                      5:41:35 PM
                      Melissa L
                      I understand, but there would still be nothing that can be done since it is delayed and inaccessible. Regarding the shipping cost, you can contact the sender to ask them for a refund. You would have paid them and not to Purolator directly.
                      5:41:39 PM
                      Me
                      nah if Purolator can't sort this out from this level I will seek to speak to a higher rank in the company. If I have to call the CEO of the company I will
                      5:42:18 PM
                      Melissa L
                      Okay. That is certainly your choice.
                      5:42:35 PM
                      Is there anything else I can help you with today?
                      5:42:37 PM
                      Me
                      If this is how Purolator works this is great to hear
                      5:42:51 PM
                      I'm waiting and see what Purolator will do
                      5:43:01 PM
                      Melissa L
                      The tracing specialist will monitor it on Monday and will follow up again that day.
                      5:43:21 PM
                      Me
                      ok so what is your promise of today delivery?
                      5:43:35 PM
                      why didn't Purolator keep the promise?
                      5:43:42 PM
                      Why making me pay for the service and not deliver?
                      5:43:53 PM
                      Melissa L
                      As you have already been advised, the package was delayed. Delays do happen unfortunately.
                      5:45:02 PM
                      Me
                      I guess this will be the excuse I hear from today till Monday. I'm asking for a solution not excuses. Please understand that.
                      5:45:58 PM
                      Just understand that I'm not mad at you. It's just how the situation is handled. Anyway, I will seek for an answer from a higher management. Thank you for your time."

                      So my bottom line is this:

                      1. Purolator missed the scan in the morning and I didn't receive a valid explanation for it.
                      2. Purolator never contacted me as soon as this happened to advise me about the situation because I could have reached out to the seller in the morning and see if I could work out something to save those live fishes that are now stuck in a warehouse somewhere for the next 4 days.
                      3. What happened if the package was not live fishes but some very important documents that I must receive today before noon?

                      I do apologize if my conversation with the second agent, Melissa seemed to be rude but please understand my frustration.

                      I'm expecting the service when I paid for it and not excuses. Missing the scan at the warehouse and can't offer me a proper answer is an excuse because the package was picked up at 2:16 pm on April 17, 2019. In addition to that, those are live animals. Placing them in a warehouse for 4 days with no oxygen, no food. I can't even imagine how that works.

                      Therefore, I would like to seek for an answer from a management and how this situation can be resolved.

                      Thank you for reading my case (case number 9448968)

                      Regards,
                      Quan

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                        Purolatorpick up information

                        Called 10 April 2019 around 5:30 pm, was told my envelope couldn't be picked up today it would pick up between 7 am - 8 am tomorrow 11 April 2019. Called at 8:05 A.M. as still no purolator pickup of envelope. Was on hold for 20 minutes on the #5 choice on the phone for more information, called on second line for a pickup (choice #1), was answered immediately. I was told driver was aware, pickups are usually in the pm, and probably too early to be picked up at time requested, and that pick up time is not guaranteed. Would of been nice to be informed of no guarantee with initial call, and I would have made other arrangements. I need to get to work as well, and am waiting here for a purolator pickup for a package that is under a timeline as well. I am disappointed, frustrated, not impressed at all, and this will be my last time using purolator, for the inconsistency with information. Poor communication and service.

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                          • Purolator's response · Apr 11, 2019

                            Hello Janet,

                            Thank you for taking the time to write this review. We're sorry to hear you weren't correctly informed. If possible, can you please email us the pickup reference number? We'll follow up with our staff members.

                            Regards,
                            James // Social Media Coordinator // Customer Care Team // Purolator Inc.
                            E-mail: [email protected]

                          Purolatorterrible and unhelpful service

                          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.

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                            • Purolator's response · Apr 08, 2019

                              Hello Lesley,

                              We're truly sorry for the inconveniences surrounding the delivery of your shipment. If possible, can you please email us the tracking number or the case number? We'll look into this for you.

                              Regards,

                              James // Social Media Coordinator // Customer Care Team // Purolator Inc.
                              E-mail: [email protected] // Follow us on Twitter : http://twitter.com/purolatorhelp // Visit us on: www.Purolator.com

                            • Updated by Lesley Lei · Apr 09, 2019

                              The email address you provided is a wrong address, I couldn't send email, could you at least give a good contact info if you really do mean look into it instead of just saying it to make your company looks responsible!
                              customer.[protected]@purolator.com ?? I couldn't send email to this address

                              So far, I still haven't received my package, the funny thing is when I called again, I been told the tracking number is not Purolator tracking number!!! See how many contradictory there are. My package is showing on the way of returning...
                              I am totally speechless now. ( Too angry to say anything)

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