The complaint has been investigated and
resolved to the customer's satisfactionResolved Purolator Canada — ridiculous policies - or incompetent employees?
resolved to the customer's satisfaction
For a company that offers speedy service and presumed professional behaviour, I am incredibly displeased with my recent encounter with Purolator. After ordering a computer online about four days ago, I will admit that the package came to my house fairly quickly, arriving yesterday. Problem #1: Purolator only delivers between peak business hours, when most people are at work and not at home to receive the package. Problem #2: I live in a rural area where the nearest Purolator pick-up point is 35 kilometres away, to the north-west. My husband and I work about 100km in the opposite direction, to the north-east. Problem #3: The Purolator office hours at 43 Tank Farm Road, in Belleville, are Mon-Fri 8am-6pm. My husband leaves our house at 6:30 in the morning and does not get home until about 6pm. There is no way that he could make it to the office during normal hours.
This brings us to today. I had a few hours off before I had to be at work and drove out of my way to go and pick up the package, which was admittedly addressed to my husband. However, it stated very clearly on the pick-up notice that government-issued photo ID showing the same address as the package was required. Not a problem - we live at the same address, and nowhere on the card did it say that this ID had to be in the same name.
My biggest problem with this scenario is that the story kept changing. Beyond the fact that it was a ridiculous inconvenience and waste of my time, if the company is going to deny me release of the parcel, at least have a legitimate, consistant reason why this is the case.
I was initially informed that I could not take the package as it was not in my name. I explained the situation, that there was no way my husband could pick it up due to work and proximity. The representative then told me that she would have it redelivered to my house. But there would be no one at the house - as was the case yesterday - and therein lies the problem. She then informed me that ANYONE could answer the door and receive the parcel, as long as it was at the address. But my driver's license shows the address, I was standing right there, and she would not release it to me. Her next argument was that my husband and I do not have the same last name. Had I chosen to change my name, she would have released the parcel to me, but because our names were different, although we live at the same address, I could not have it. So, this employee is now telling me that I am being descriminated against because I did not take my husband's last name.
They offered to send the package to a different address, if my husband would fax them authorization, but he did not have access to a fax machine at work. And now they are saying that they will accept a fax, which could come from anywhere, as proof of authorization, but they will not accept my valid ID when I was there, in person.
I would never recommend Purolator to anyone and in fact intend to inform everyone I can of the poor customer service and all around bad treatment I received today. So much for fast, professional service, Purolator.
The complaint has been investigated and resolved to the customer's satisfaction.
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