Purolator
reviews and complaints

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.

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.

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.

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)

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.

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.

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

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

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.

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.

Total [censored]. I had 2 shipments incoming and missed the first one on feb 13th. Got a delivery notice slip telling me to pick it up on feb 14th (this is actually fine. There was a delivery notice slip so I can actually pick it up at local pick up centre). Second shipment was scheduled for feb 14th. Knowing this information, I actually worked from home today (feb 14th) and was waiting for the shipment to show up. Checked the status online at 4:30pm since no delivery happened, and it showed "attempted delivery - receiver unavailable". What the actual [censored]? I chatted with live support and they blamed me for not being home. Oh and also, live chat support agent by the name of vanessa a was super slow at answering (that is really just nit picking), but she wasn't not professional at all. She accused me of not being home at receiving, and the best she can do is reschedule for delivery on monday, feb. 18th. Again, wtf? Why am I being punished for extra 5 days of wait time on my delivery when your delivery driver failed to walk down the truck and ring my door bell? I asked her if I can have the package dropped off at the same pick up location at nordel (88th ave and 120 st.in bc), since I do have to pick up the other package there, but the lady said the only other option was to pick it up at the depot in langley, which is 40 minutes away on monday feb. 18th.
Oh, and also, the status changed again at 6:56 p. M, now showing "receiver unavailable".
I had to call in to the customer care line, and the lady was much better, who offered to make another delivery attempt tomorrow, feb 15th. We will see if this time the driver will be bothered to come down the truck or not.
This is not the first time the tracking info was not accurate. I had previously another item being shipped to my place, and was marked as "delivered". The item was not delivered, mind you. Instead the item was left at my front door facing the street in plain sight for the rest of the night without me knowing. For all I know, the driver might've checked "delivered" on his console to save time and pretend he was not late, and later dropped it off at a later time without ringing my doorbell.

Purolator, why are you like this? I want to work with you so you can work with me here, but accusing your customer being a liar and not really offering realistic solution is really not the right thing to do.

Purolator lied about a delivery. I watched their delivery truck stop in front of my house. No one knocked, or rang the doorbell. An automated voice message from the company said that delivery was attempted, however no one was at home. The message went on to say that I need to drive to another city to pick up my item which is a chair. [censored]! Was able to re-schedule a delivery for to-morrow. Let's see what happens.
Avoid this company if you can. There are better delivery services available.

I am done with you guys, I banned UPS from my property years ago for similar reasons and as of today Purolator is as well. I know you are a corporation and are kinda supposed to have extreme screw-the-customer-over policies but this experience was just too much for me to ever deal with you again. The tracking number was, [protected], the truck number is 9001, he barely managed to deliver the package two day late, there is no reason it should not have been delivered on time (other than he could not fathom the notion of getting home one minute later than he could get away with given you (lack of) customer service policies. The shipper neglected to put direction of my street address on the label, he went to "W" rather than "E" on the Monday; I live in a tiny town, 1 000 people, no lights/no traffic; it would have taken him about THRITY SECONDS to drive from where he turned off of Main St onto Oak St until he got to the 300 block of Oak St W and figured out that there was no "322 Oak St W"; it is not rocket science to figure out that it would take him about a minute to drive to the correct address, 322 Oak St E, in this tiny town. He couldn't be bothered, the next day there was weather so no trucks were on the road, the third day he did (more or less) deliver it, but caused me tons more work and he made no attempt to deliver it properly. He walked up to my front door, saw that it had tons of snow and ice in front of it (and should have been able to deduce that it probably could not be opened), knocked very lightly on an outside door (I would not have heard this, I happened to be walking around inside the house and saw this), and without hardly breaking his stride dropped the package in the snow and turned around and kept walking back to the truck. I would have asked him if he could go around back to the door that is openable, rather than me getting dressed to to go outside to pick it up, but in any case, if this was July and there were no issues with opening that door, couriers knock and give people an opportunity to get to the door. You don't have to explain to me what "NSR" means and I did confirm with the shipper that this was the service type, and it is pretty obvious what it means, that is not the point and I should hope anyone employed in the customer service branch of a large corporation would have the intelligence to know that that is not the point. This guy did everything he possibly could to avoid working at my expense, you clearly condone this and have lost my business.

Every time I go to purolator (Jaylee automotive) in Cranbrook, the staff acts completely annoyed by the fact I just walked through the front door. Whenever I ask questions, I am always interrupted, or spoken to as if I am completely stupid. I might not know much about shipping, but they could atleast educate me in a friendly manner. Packages are never EVER delivered to my house because I am "out of purolator range." This is funny to me because I see the purolator truck driving around there always, even passed my house but they refuse to come into my drive way. The last two times have been especially appalling. The man who works there was literally yelling at me saying my package wasn't available, and that I needed to give him more information (which I was trying to do, in a kind manner). Finally, he realized it was there, and someone didn't write down my last name. You think someone would be able to put 2 and 2 together. This time, I have been waiting 2 extra days because they have decided to try to deliver it to my house, but again, refuse to enter the drive way. The package is obviously back at the post, but they won't give it to me until they update it so that it says "available for pick up." It's a $2000 package that is very VERY important. I can not say I have ever been treated in such a manner anywhere EVER. Everyone who works there should obviously NOT be working in customer service.

On February 1 at approximately 12:30 PM I was at the Esso station located on 4000 Finch Ave. E and. At this point as I was walking through the door of the gas station when a Purolator driver pushed me out-of-the-way with his elbow. I stopped to ask him why he did that and he said I was the one that pushed him and became extremely irate. He kept insisting that it was me that pushed him and this is not the case. I extremely shocked that a driver working for your company would display such an attitude not too mention his violent actions. I I left the doorway of the gas station and proceeded immediately to my car at which point I located his truck and took a picture of it enclosed herein. While seated in my car he approached me again this time to apologize for his actions Stating that as a man he's apologizing, to which I replied to him the only reason you're apologizing is because you saw that I took a picture of your truck and I'm going to complain. There is also video surveillance which would clearly indicate what happened. I am Requesting that this incident be documented and placed in the strivers file after identification what he did is tantamount to an assault. I realized after seeing him in the gas station earlier that he was frustrated and angered because the pumps at the gas station we're not working which caused him to enter and exit the facility numerous times. I am requesting that this incident be documented and placed in the drivers file after his identification. What he did is tantamount to an assault! I realized after seeing him in the gas station earlier that he was frustrated and angered because the pumps at the gas station were not working which caused him to enter and exit the facility numerous times. Please follow up and advise me of the status of this case.

Delivery was marked "Shipment delivered at: RECEPTION". But it wasn't delivered, and it's a house, there is no "reception" nor anything near my house that has a reception. When I call customer service, I'm told that the delivery person "left it at the back entrance". My house does not have a back entrance. The "resolution" of the case being escalated with Purolator was simply to re-state the driver's claim and tell me the case is closed. No accountability whatsoever. I've had to open claims with the merchants to have items resent. They didn't sound surprised by this outcome with this courier at all and assured me they'd file complaints from their end as well. Purolator didn't even try, not even a little bit. The tracking numbers were KNA000000053 and DCM009065621. The case number I had them open was 8934484. Simply repeating what the driver said or telling the customer to go around asking neighbours is not an acceptable way of handling these complaints. Was home at the time of the supposed delivery, no one came by here. Went around the building and surrounding buildings shortly after the status changed to delivered, didn't see anything. If Purolator is so sure they did deliver this item somewhere, they should be the one to expend time and resources to correct the mistake - with some sort of accountability.

They lost my package and opened a trace case. After a month of tracing my document, this is the answer I get:
"our apologies, unfortunately all searches remain negative for this shipment. I will close this trace without a proof of delivery."

The document contains my fingerprints and very private information and you don't know where it is?! If a swindler find this document it could put me a very bad position. And I told purolator and the driver (the person who picked it up) that millions of times! And they still lose such an important document. And it was shipped to immigration canada (government), how could they be so careless of their work and lose such a document? It cost me about $300 to obtain that, I sent it to the police from abroad, went through many stuff to obtain the results, I went through all this just so they can lose my document?!

They cost me around $300 (I can prove that with my bank statements) and lost my 3 months which I cannot take back, I lost all this time and it was so important that everything should've gone smoothly and they destroyed everything for me!
Not to mention the stress i've been going through this whole time!

Do yourself a favor, never use their services, ever!

Case # 8395813 // pin [protected]

Tracking: RJM000070169

My package is sitting at their depot because the schedulers at Purolator had the bright idea to deliver in the wee hours of the morning when nobody is awake and/or when everybody is commuting to work. This seems like it was done on purpose just so they can deliver paper slips, why can't you deliver in reasonable hours like other normal couriers, it's ridiculous.

I am busy everyday and cannot take the time to head over to the depot to pickup my package. This experience is extremely frustrating, it is something I dread every single time an online retailer chooses you for their courier, I absolutely cringe every time your company's name shows up.

I tried to contact Purolator to re-attempt a delivery to my location as I would take the time in the morning to be home that day. The response I got was that they could not do that, Purolator, you are absolutely worthless.

A package was shipped to me via Purolator just after Christmas. My correct address is on the package and in Purolator's system. It was to be delivered on the day of new years eve. Instead their driver marked it address not found, requires address correction. I immediately called customer service and discovered the address was CORRECT, and was told that the package would now be delivered on Jan 2nd. It is now the 3rd and not only has my package not been delivered but the Purolator driver has again marked it address not found, correction needed on both Jan 2nd and 3rd. Despite having the correct address this entire time.

4 x confirmed my address with different agents and even through Amazon agent. My address is completely accessible, just a residence with no appartment, in urban area and we get deliveries from all other couriers without any issue. Ever heard of Google maps? Your service is totally mediocre It's UNREAL. How many more "address corrections" do you need? My package is already 5 days late when I paid for 2 day delivery.