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3.8 524 Reviews

Purolator Complaints Summary

361 Resolved
157 Unresolved
Our verdict: You can expect a very good level of service from Purolator. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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10:22 am EDT

Purolator Pick up

I have arranged a pick up from the Consular General of India and deliver it to my address (Important documents like Passport and Visa for a medical emergency trip outside Canada) PIN # [protected]. It was all messed up and I had to reschedule the pick up 3 times in one day. No body in customer service explained why my order was getting cancelled and they were to keep rescheduling it for no reason. Pick up 1 # - Not provided. (Scheduled between 0930 and 1130) Pick up # [protected] (scheduled between 1200 and 1300) pick up # [protected] (scheduled before 0400 pm) to dispatch on the same day but I had no luck and your employees messed my life. I was supposed to travel to India on an evacuation flight on June 27 from Toronto. I was supposed to start my trip on June 26 evening which I need my documents before Friday (June 26 0400 pm in order for us to travel. I won't be able to travel anyways due to your employee's irresponsibility. There is no cancellation policy in evacuation flight and I will be losing $6000. I need a compensation for my loss otherwise I will move legally.
As per my understanding, the reason why they canceled my request for pick up, is something internal with Purolator and the Indian embassy which I am not aware of and nobody told me or denied my pick up request (even I was able to create label from red deer Purolator office for the return package. If your staff denied my pick up request on the first place I would drive there to Indian embassy and receive my documents by myself because our priority is to travel back to India due to the medical emergency to our daughter.

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7:26 pm EDT
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Purolator Blacklisted???

Their courier refused to even attempt delivery yesterday (I was home all day and I get called when the buzzer is used, they also never left a note) and after arranging redelivery they just left it in the sorting facility until the end of the day without even sending it out. I know they haven't tried to deliver it today because I arranged to have them call and the tracker says it's still at the sorting facility. This seems targeted at this points l, especially after they made sure to leave it at the furthest possible depot from my address.

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7:07 pm EDT

Purolator I'm complaining about the delivery that incomplete

I receive five boxes by your company and the man who deliver them refuse to put them inside my home, so throw them outside
since I'm using a wheelchair, I cannot put them inside by myself
he said because of Corona, I have to ask someone else
I 'm complaining about the delivery that incomplete and the boxes did not let me go inside my home and stop the other tenants who are using the wheelchair to walk by
my phone is [protected]

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6:53 am EDT
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Purolator Parcel delivery

Purolator has completely ceased delivering my packages, despite still accepting them from the sender, Amazon. Prior to this, packages were routinely delayed for 1 or 2 weeks and often passed between multiple subcontractors and marked as delivered when they were not.

Amazon has already declared one of my packages lost and has refunded me, and I have 2 more in the queue waiting to be declared as lost also.

Ultimately, I am getting my money back, but I still need things for my business; things that I can't get locally. Whenever possible, I cancel orders if I know they are coming by Purolator because I can't rely on them arriving.

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10:31 pm EDT
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Purolator Package not yet received at it destination!! Track code: [protected]

May 8, 2020 package sent from cornwall to mont-tremblant. It should have been dropped at the door of the address on the package. No signatory was needed. Just drop the package at the door. But instead he left a note saying that it would be back the next day. Spoke with agent from customer serve of purolator by the name yordi. Was told it would be left there since it was mask for student to protect them for the covid-19. Then today I spoke with joe from customer service assuring me that he was sending a message to the driver to leave package at the door since the teacher is at school. She can not be at two places at once. I demand that head office get in touch me. What are they going to do to compensate me for the frustrating incident. That should have never happen. I want answers! We are now may 12, 2020 teacher still waiting for mask.

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4:10 am EDT
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Purolator Shipping

I was shipping an important document internationally for my visa that needed to be authenticated in order for me to proceed with my new job in a different country. The document arrived late and was ripped! Because it was ripped, I could no longer get it authenticated and I could not obtain a new document due to the Corona Virus. Now, because of their mistake, I lost my job and cannot afford a flight back home. The customer service representative was not understanding and blamed other shipping companies. I was not refunded at all even after filing a claim and talking to a representative. They took no measures into resolving this issue.

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11:21 am EDT

Purolator Tracking number - [protected]

My package with tracking number [protected] is marked as delivered and it says it is delivered to Joe at reception, but there is no one called Joe at my home. Since package contains some important personal documents, I was tracking it from morning of April 23, and as soon I saw the status as delivered, I rushed to check my Mail box, and found nothing was in there. I contacted purolator customer care and opened an incident but it's been more than 40 hours but they have not given me any update on my package. Every time I call they say we are tracing driver. Seriously? Your system is so incompetent that you are tracing a package for more than 40 hours?

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7:47 am EDT
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Purolator Delivered to incorrect address

I have been waiting for a courier since 10 days. It is the most important document and now when I track it, I see that it has been delivered to an incorrect address. I am really frustrated with this service. I need an immediate assistance on this. I have no clue how irresponsible can the service be. Instead of home address, my courier has been delivered at some reception. It is very clear that delivery person doesn't check the address, won't they even check the name?

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I was extremely frustrated, but Thank you for the immediate assistance and support.

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6:18 pm EST
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Purolator Delivery not received

Package IDS: [protected] and DHD000264410

I have been home waiting for a delivery of a large package, 1st time they show up and don't ring the door bell, but just stuck a note on my door saying I missed the delivery and I need to go pick it up. I live on a busy street, lots of vandals, and they could have atleast put the notice through my door's mail slot, but didn't. I call and arrange for re-delivery, they said they 'll come by next day and didn't show up. Same thing on day 3, they didn't show up. Now it's almost a week, they supposedly attempted delivery, and I have been home all day waiting, still nothing! It's been nearly a week, and the customer service is very unhelpful. I can't sit at home all week waiting for a package and not go to work. They expect me to stay home all day because the delivery can be anytime between 8am to 8pm!
You are a delivery service, DO your job and DELIVER! Find a way to reach your customers, have a service like phone updates or calling service to notify about the delivery.
WHY is it that everytime I purchase a product online and its you guys who are supposed to deliver, it 100% of the time never gets delivered!
You have my phone number, why don't you call and confirm atleast!? WORST SERVICE, you guys are getting paid for doing nothing.

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2:12 pm EST
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Purolator Shipment from bell canada

OK this is a mess. 1) I am disabled, so need everything shipped to me. 2) I deal with so many shipping companies 2) ONLY is the shipment is being derived by a company other then Purolator do I receive it 3) If purolator is shipping it, 100% of the time, I never receive it. 4) I received a notice that Purolator could not reach me, but I was at home the entire day. 5) I received the notice with a tracking number. 6) The handwriting was not readable. 7) The notice clearly said it was at Postnet 3055 Dundas street west. 8) I called them and the package was not there 9) I called purolator and found out it was actually at 113 Lakeshore RD W, Mississauga, ON L5H 1E9. 10) Purolator will make a second attempt on Monday.

so why 1) was it not derived and I was at home all day 2) the shipping card left was non readable 2) The clearly noted address for pick up was incorrect 3) I am now forced to wait a second day for delivery.

last point, of all couriers, the non-purolator deliveries are 100% successful, and the Purolator shipments are 100% missed. Something is 100% wrong with the service Purolator provides.

I demand an explanation to the very sloppy service Purolator provides. I can see 1 missed delivery, but only Purolator is missing their shipments, and they miss 100% of their shipments. This is not a one-off mistake, it is every delivery. Purolator has no excuse for the very, very poor service they provide.

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11:43 am EST
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Purolator Damaged product upon delivery.

Hello,
we received a package of concentrator filters delivered by Purolator either Jan 30th or 31st, that resulted in some of the contents being damaged. These filters are integral to our production and needed asap.
We would like the damaged filters replaced.

See attached pics. You can contact me at [protected] Dale / Service Technician Medigas

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8:37 pm EST
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Purolator Customer service

Hello,

RE pin=[protected]

On January 24th, 2020 I was suppose to receive a delivery but to no avail for whatever reason. I chose to visit your creditstone location to pick up the envelope instead. I entered with my friend in tow and immediately noticed the disposition of the counter clerk. I had asked her "how is your day going", to which she replied very dryly, " its fine". I advised that I am here to pick up a package that was initially supposed to be delivered. I presented my Law Society Idenitification to which she declined and requested my Driver's License. Realizing my wallet was left in my vehicle, I exited the foyer returning with my driver's license.

When I returned with my driver's license, the foyer had become full with customers. I approached the counter and presented my information. The clerk examined my driver's license and said "I need something with your address", so I presented my business card. She still vehemently declined and directed me to Marilyn. She immediately raised her voice which startled me at first and keep inisisting that they require further information. I proceeded to show her the email from Purolator regarding the pick up, to which she boldly replies " how do I know if that email was from Purolator. A

At this point I am furious since driving to Vaughan from downtown Toronto was not on my "to do list" that day and be subjected to such disrespectful, unproffesional and down right poor cutomer service! I tried to remain calm but as Marilyn began raising her voice stating that I was not listening I had to walk away but not before I asked for their names; to which she refused at first but complied. Upon exiting I contacted your customer inquiry department by phone and spoke with Kelsey and described the above. She was very apologetic but I was infuriated. She documented what she could an ensured that she will forward my complaint to the appropriate departments but I was still infuriated. I advised that I was also willing to send an email to which she protested indicating my complaint would suffice. I opted for the latter.

As a person of colour, you do your best to treat others as to how you would like to be treated. I am one to admit working with the public is not easy but I strive each day to become a better human being by providing a service. I tried being friendly with Rosa upon entry but there was no pleasantries whatsoever from her. It was interesting to see how she interacted with others of a lighter shade in comparison to myself and that really hurts.

I truly hope Purolator addresses this complaint and uses it as a learning tool for those on the frontline dealing with customer since customers comprise of 99.99% of your business. As a recipient of the package I am not entitled to a refund however I have shared my story with whomever is willing to listen.

Disappointed Customer

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3:40 pm EST
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Purolator total failure in delivery and return of a parcel

DO NOT USE this company for overseas deliveries
I sent a gift parcel to my niece in Italy (It was some used clothing from my granddaughter for my nieces daughter) no real value but put it down as $25. All gifts to Italy valued at less than 45 Euros are VAT and duty free. Purolators agents refused to deliver the parcel unless my niece paid a further 77 Euros and provided a Tax Code number. The parcel was returned to Canada and now DHL are asking for a further $18.08 for me to receive my own property back.
I have spoken to 2 Supervisors and 5 Customer Serrvice Reps at Purolator who have basically done nothing although one supervisor assured me that the parcel would be returned to me at no cost.
I have provided Purolator with both Purolator and DHL tracking numbers but this very poor company continue to do nothing
I am now left with filing a complaint with the Ministry of Consumer Affairs
I now know never to use this company again and can in fact get this package delivered within a few days at a cheaperr price if only I could get it back

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7:12 pm EST

Purolator failed delivery

Purolator continues to fail in their only job - to deliver to the customer. On Dec 24 Purolator delivered an Amazon purchased present to the end of our driveway instead of to the house despite the fact we were home. Purolator designated it as "Delivered" despite abandoning it 1/4 mile from my house. At least this time the driver put it in a plastic bag so it would not get rain damaged as the previously "delivered" present had been. I have filed numerous complaints with Purolator - the supervisor says they will "further train" the driver, but this is not working. Of 7 "deliveries" since August, there have been problems with 5 of them. A competency rate of 28% should have them out of business but no such luck - I've had problems with this company's inability to deliver for over a decade at both work and home. My only recourse is to file a complaint with the shipper every time and request they cease business with Purolator. I also file a complaint with Purolator each time, but that seems to be a total waste of effort.

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2:33 pm EST
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Purolator delivery

I ordered a package from amazon, and I did it through prime.. Everything went smooth with the exception of purolator courier. These people lied about attempting to deliver my package, I would know, ten minutes after they claimed they attempted delivery, intelecom delivered another package.. Humm kind of funny huh? Well I called purolator to arrange another deliver for the next day.. Nobody showed.. And so I called again, made same arrangements, nope. Then I called amazon.. They got ahold of purolator for me.. Made arrangements.. Nobody showed. Then when I went to look at delivery status it says available for pick up.. Um.. I order online so that I dont have to go out.. Kind of defeats the purpose. Purorlator you are liars.. I finally asked amazon. Ca for a refund and deprioritized purolator as the carrier.. Hopefully I dont get these incompetent couriers ever again. They have thousands of bad reviews from unhappy customers yet they're still in business? I lost time and money because of them!

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4:55 am EST
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Purolator lost package

I had made an order at Zara, worth $224.
I had received an email for tracking and it did said the package had been dropped off at my front door. I have checked immediately and there was nothing, assuming that they might have put in the confirmation too early and are being late, I waited but still nothing. There was no knock on the door or anything, I completely did not receive the package at all. I contacted customer service and they had opened a claim and I haven't heard that since. And every time I contact them for an update, they're still " investigating"

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10:34 am EST
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Purolator delivery

Absolutely terrible customer service, package was not delivered on time and when contacted the customer service department I was met with a very rude employee named Ron. He was very rude and unhelpful, would not ship me the package cause of what he described as incomplete delivery details even though he admitted the name, address, city and postal code were all correct, simply because the building name wasn't on there, even though my name and the address was correct. I've ordered several packages from other delivery services and this is only place the wouldn't deliver it with all these details. The rude customer service rep just kept repeating "that's just the way it is" and that I'll just have to wait.

Worst service I've ever received. Recommend never using this delivery service.

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1:22 am EST
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Purolator delivery service/driver

I had placed an order online (amazon) and was given a tracking number for Purolator to have said package delivered to me on Monday, Nov 25/19. I was home all day that day, as the day went on I kept checking out my window as I live in a secure apartment building with no buzzer. Later that day I decided to go check the tracking it said it was delivered at 1:18pm except it wasn't, there was no package and no slip or attempt to get in the building to leave at my door on the third floor. I had called Purolator the next day to inquire about my missing package. The lady said they needed to do a trace on the vehicle and driver, in the meantime I went to our local depot to see if maybe it ended up back there. Nope, the manager of the depot was completely arrogant and not sympathetic to the fact they lost my sons Christmas gifts (package), she told me I'd have to call and open a case file in which I had already done. Once I told the woman she got more rude and refused to help further. Told me to wait for the call, on Wednesday nov 27/19 the trace specialist was very kind and compassionate even went an extra step to contact the driver. Thursday nov 28/18 I received my last call from the trace specialist a different lady this time who was not at all nice she went on to state the driver is sticking to his story about leaving it at MY door. How can one leave a package at MY door when I live in a secure apartment building and live on the top floor. IMPOSSIBLE, they then pushed blame on amazon and told me it's their issue. She also added in that the driver made one attempt when they are to make one attempt leave a notice and try again didn't happen he simply just left them outside of my apartment building on a main road to boot! I do not and will not ever recommend Purolator for any delivery services.

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7:01 am EST
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Purolator delivery

I ordered a floor lamp from wayfair.ca and it was shipped October 23rd with Purolator. I am including the tracking number in the screen shots below.
A delivery attempt was made and unfortunately I missed it, when I called, I was told I had to go pick up the item at the local pick up centre. I asked if the item could be re-delivered as I had just broken a finger the day prior and I was unable to carry and lift this item. The young lady assured me she made the request for the item to be re delivered. We double checked my information and added the buzzer code so that I would not miss the delivery. My item was nowhere to be found and the tracking info on Purolator's website stated it was still waiting for pick up at the pick up centre. When I contacted the pick up centre, they informed me that my package wasn't there. I once again contacted Purolator. The gentleman I spoke with let me know he would personally look into it and get back to me and he did. He told me that the package in fact was at the centre but they couldn't find it because it was in "the re-delivery pile and not in the pick up pile". He GAVE ME THE OPTION of waiting for it to be re-delivered or go ahead and still pick it up. I chose to go pick it up, with my broken finger, since we were getting into day 4 of playing where is my package. I'd like to make it very clear that the Purolator representative gave me the option of a pick up. He assured me he will personally contact the pick up centre and arrange for the item to remain there for pick up. The next day I went ahead and attempted to pick up my item. When I arrived, a Purolator driver was collecting some packages from the centre and some boxes said "re-deliver" on them, however I could not see the shipping address. I asked if one of those may be mine and the driver asked me for my info, checked the packages and told me none of them were addressed to me and left with said boxes. I waited in line and when I got to the counter I was told that in fact one of the packages the driver had just left with and I had asked about was mine. Naturally I was highly annoyed as I was leaving the facility in the pouring rain. When I checked the status on Purolator's site the package was "delayed due to routing issue". I contacted Purolator once again and I was told, very rudely that the package was being returned to sender and they could not do anything as it was already on route. I expressed my displeasure and asked to speak to the manager. The young lady I was speaking to agreed but did not ensure I was on hold before beginning to complain about me, saying things like "oh my god!" in an extremely mocking tone, Not realizing I could hear her. The manager came on the phone and basically had the approach that he was doing me a favour by getting my package sorted. He actually told me that the reason for all this is because I couldn't make up my mind about pick up or re-delivery and that caused the system to somehow time out on holding the package and it was sent back. May I remind everyone that I was offered these changes by a previous representative and was not informed that making a change would cause and issue when I requested one.
He assured me he caught the glitch, the item was no longer being returned to sender, it will be re-delivered on November 4th. He also stated he would personally follow up and gave me his direct extension to contact him if there was an issue.
It is now November 5th, the tracking info continues to display the routing error message, I have no package, I did call the manager back and left a voicemail asking for him to call me back and let me know what's going on with my shipment and I have heard nothing back. I'd like to add that a few weeks ago I ordered a tv from bestbuy that Purolator was supposed to deliver and had the same issue where the package was misrouted and I had to drive 35 minutes to retrieve a 55 inch tv, so the above isn't a one off. I have included all relevant information in the photos.

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Purolator item not delivered and no help!!

Purolator has got to be the absolute worst...
Purolator has continued to remain entirely unreliable. I have not received my package even though I was home all day waiting for it. Said it was delivered in the am... I sat here in my living room watching tv and staring straight out my window. It did not come here. And now they say, "well the computer says it was delivered so I can't help you". Great, thanks so much for the robbery of this pregnant lady. Don't know how anyone sleeps at night any more. I called to find out what is going on and they said they would follow up. I had to call back myself because they didn't get back to me. I also emailed numerous times. Not surprisingly this has happened with purolator before. One time they took a signature from an imposter who even spelled my last name incorrect (hello! The last name isn't spelled right!) and that $200 parcel was never resolved and I didn't get a refund so even a signature doesn't help! Another time they refused to deliver a package to my husband saying it was delivered and then when we said it was not, they responded with: "oh, maybe it fell beneath or inbetween the seat..."; the package was a part for a weight lifting set which would be larger than a jumbo box of cereal... Fell beneath the seat my left foot. And they never did deliver that package either... "it fell between the seats, sorry can't help you" is what we were told. What is going on in the minds of these criminals. This company is seriously mismanaged. I am so done with it. I have fully understood why so many family and friends have told us to never use purolator. And now, because of my frequent inability to see the negative in people and companies I have been taken advantage of by purolator too many times. I have had enough just like most people I know have also. It's sad that the standard canada post is more reliable than this company. I know this comment will fall on deaf ears because too many of the employees in this company simply don't care about their customers and it's simply a job, not a service they provide as evidenced by the amount of people who "tried but can't" help. I understand one mistake or mishap, but every time I use purolator? That's a crazy coincidence or it could be that this company's management has its head up it's own rump.

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Purolator Customer Reviews Overview

Purolator is a Canadian courier and freight service provider, offering domestic and international shipping solutions. They cater to a variety of shipping needs with services including express shipping, parcel delivery, freight transportation, and logistics. With a focus on reliability and coverage, Purolator facilitates the movement of goods within Canada and to global destinations. They also provide specialized services such as same-day delivery and e-commerce integration for businesses of all sizes.

Purolator In-depth Review

Overview: Purolator is a leading courier and logistics company that offers a wide range of services to meet your shipping needs. With a rich history and background in the industry, Purolator has established itself as a reliable and trusted provider. By choosing Purolator, you can benefit from their key features such as fast and efficient delivery, extensive coverage area, and exceptional customer service.

Services Offered: Purolator offers a comprehensive list of services to cater to various shipping requirements. Whether you need express shipping, ground transportation, or international delivery, Purolator has got you covered. Each service is designed to provide specific benefits such as guaranteed delivery times, flexible options, and reliable tracking. With their extensive coverage area, you can ship your packages to destinations across Canada and around the world.

Pricing and Fees: Purolator provides a transparent breakdown of their pricing structure for different services. While comparing with competitors' pricing, Purolator offers competitive rates that ensure value for your money. It is important to consider any additional fees or surcharges that may apply based on factors such as package weight, dimensions, and destination.

Delivery Speed and Reliability: Purolator is known for its fast and reliable delivery services. They offer various shipping options to meet your time-sensitive needs, and their delivery speed is consistently evaluated to ensure customer satisfaction. With their efficient tracking services, you can easily monitor the progress of your shipments and receive real-time updates. Customer reviews and feedback further validate Purolator's commitment to timely and reliable delivery.

Customer Service: Purolator prides itself on providing exceptional customer service. Their customer support team is readily available and responsive to address any queries or concerns you may have. You can reach out to them through multiple channels including phone, email, and live chat. Purolator is dedicated to resolving issues and handling complaints promptly, ensuring a positive customer experience.

Tracking and Visibility: Tracking your shipments with Purolator is a breeze. They offer user-friendly tracking tools and features that allow you to easily track your packages and obtain real-time updates. Purolator also provides integration with e-commerce platforms and order management systems, making it convenient for businesses to manage their shipments efficiently.

Packaging and Handling: Purolator understands the importance of proper packaging and offers a range of packaging materials and options. They take special care in handling fragile or sensitive items, ensuring their safe delivery. Purolator provides packaging guidelines and resources to assist customers in packaging their items securely.

Insurance and Liability: Purolator offers insurance options for shipments to provide peace of mind. They have coverage limits and terms that you can review to determine the level of protection you require. In the unfortunate event of damaged or lost items, Purolator has a streamlined process for filing claims and resolving issues promptly.

Sustainability and Environmental Initiatives: Purolator is committed to sustainability and has implemented various environmental initiatives. They offer green shipping options and practices that minimize their carbon footprint. Purolator has also established partnerships and obtained certifications related to environmental responsibility, further demonstrating their dedication to sustainable shipping.

User Experience and Website: Purolator's website is designed with user experience in mind. It features a clean and intuitive design that makes it easy to navigate and find the information you need. Placing orders is a seamless process, and the website is mobile-friendly with accessibility features to cater to a wide range of users.

Overall Rating and Conclusion: Purolator excels in various aspects, making it a top choice for your shipping needs. Their fast and reliable delivery, extensive service offerings, and exceptional customer service set them apart from the competition. While their pricing is competitive, it is important to consider any additional fees or surcharges. Purolator's commitment to sustainability and user-friendly website further enhance the overall experience. With their strengths outweighing any weaknesses, Purolator receives a high overall rating. We highly recommend Purolator to potential customers seeking a reliable and efficient shipping solution.

How to file a complaint about Purolator?

Here is a comprehensive guide on how to file a complaint or review about Purolator on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one to proceed.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Purolator in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Purolator. Mention key areas, transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure to follow these steps to effectively file a complaint or review about Purolator on ComplaintsBoard.com.

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Contact Purolator customer service

Phone numbers

+1 (800) 561-7876 +1 888-744-7123 More phone numbers

Website

www.purolator.com

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Use this comments board to leave complaints and reviews about Purolator. Discuss the issues you have had with Purolator and work with their customer service team to find a resolution.