Purolator review: Delivery service - false "nobody home" delivery attempt ( 1 comment)

I am filing a complaint regarding the handling of a recent laptop shipment delivered through Purolator.

The shipment was scheduled for delivery on Aug 26 2026. My family and I were home for the entire day awaiting the package. We have security cameras covering both our driveway and front door, including motion notifications. No Purolator vehicle entered our driveway, and no driver approached our door at any point during the delivery window.

Despite this, the tracking information was updated to state that a delivery attempt had been made and that nobody was home. This information was false. There was no delivery attempt whatsoever.

After seeing the tracking update, I contacted Best Buy Canada, who then contacted Purolator on my behalf. We were informed that the package would either be redelivered later that day or the following day. Based on that information, we remained available and waited for the delivery. No delivery occurred.

The following day, I checked the tracking information again and found that the package had been marked as delivered at approximately 2:30 PM the previous day. When I contacted Purolator directly, I was informed that the package had actually been delivered to a pickup location rather than to my home.

This means that the driver either failed to attempt delivery and incorrectly reported that no one was home, or the package was redirected to a pickup location without a genuine delivery attempt being made. Either scenario is unacceptable.

What makes this complaint particularly serious is that this is not an isolated incident. This is the fifth time I have experienced the exact same issue with Purolator, including at multiple different residential addresses. On multiple occasions, packages have been marked as attempted deliveries despite evidence that no driver attended the property.

As a customer, I should not need security cameras to verify whether a delivery attempt occurred. Accurate tracking information and honest delivery reporting are basic expectations. False delivery attempt notices cause customers to waste time, rearrange schedules, stay home unnecessarily, and lose confidence in the service.

I am requesting:

An investigation into this delivery and the actions of the driver involved.
An explanation as to why the package was marked as an attempted delivery when no delivery attempt was made.
A review of the driver's delivery records and GPS data for the time the attempted delivery was recorded.
Assurance that Purolator will take steps to prevent similar incidents in the future.

This repeated pattern has significantly damaged my confidence in Purolator's delivery service. At this point, I actively avoid purchasing from retailers when I know Purolator will be the carrier because of repeated experiences like this one.