Purolator
reviews and complaints

Dec 2, 2020
Shipped a 37lb package (size 24"x24"x35") from Ottawa to Edmonton via Purolator Ground. Purolator's Rate Guide cost is $86.90. However, Purolator magically assigned an"adjusted weight"of 145lb and charged a"base rate"of $234.40 plus a"special handling surcharge - large package"of $95. Adding $3.95"low density delivery surcharge", $25.83"fuel surcharge"and $17.96 GST brought the total bill to $377.14. The clerk at the Purolator drop-off site could not explain why the base charge jumped ~$150 and was not aware of the"adjusted weight"which did not appear on her screen. (I spotted"adjusted weight"on the shipping receipt long after leaving the site.)
I called Purolator Customer Service [protected] to get an explanation. An automated attendant gave a recorded message about changes due to Covid and volume increases, then hung up — repeatedly. This Customer Service line offered no options to reach a human; in fact, it offered no options at all. ("Customer No Service" would be an appropriate label for this phone service.)
Needless to say, I will never deal with Purolator again.

- I ordered a Garmin SmartWatch from amazon.ca. The cost of the watch is around $800 CAD.
- The package was delivered by Purolator (Shipping - DCM014097414)- The carton box arrived open, the black shipping tape from Amazon around the box was cut.
- Inside the carton box there was a Garmin box which was also opened. It contained a manual but the watch itself and the charging cable were both gone.

I emailed Purolator to open the investigation. It was done under case CS-12654250 - DCM014097414. The investigation took more than a month. I was asked multiple times to send in the pictures of the open box and the watch serial number, which I did promptly. Finally, the investigator called me suggesting to contact amazon. She informed me that they asked the driver if he noticed anything wrong with the box and that they checked with the lost and found department. She also told me that someone would be in touch with me to discuss concerns about the investigation. Additionally I requested in the email the results of the investigation in writing.

I didn't receive the results of the investigation and no one contacted me to discuss the concerns.

I am not seeking compensation for the item - the shipper already re-sent the item and replaced it for me at no charge. My goals are to help  Purolator to fix the problem when the packages are stolen by the employees and to rebuild their reputation as the honest business for me, my friends, my family and my businesses  so that we can use the services of Purolator again. I refuse to believe that this is a common practice at your company to open boxes and to steal the content.

The package was opened and the watch was *Stolen* while it was in Purolator possession, either during transportation from Amazon shipping center or during delivery to the client. If it was done by someone else after the delivery, the entire box would be gone from my porch. It was done by the driver or a person responsible for loading/unloading/storing the items on Purolator premises. Checking lost and found departments or asking the driver if he noticed anything unusual doesn't seem to be a productive exercise.

What does that even mean, my package is supposed to be going to Lantier but it stopped in Saint Jerome

Would like to make a complaint on the delivery driver for my package.
332540463897
Didn't even attempt delivery on Wednesday 10/28/2020 because the porch stinks (buddy of mine works for you guys and knows the driver(this was his exact words)) I'm sorry but if I have to put up with my hoarder of a neighbour and his smell, the least your driver could do is suck it up and walk 4 steps and drop the package at my door.
Unfortunetly & Fortunetly a nice lady called to tell me my package was not reshipped today (10/30/2020) mistakes were made. & she then recalled to tell me that it was going to be delivered by something not Purolator? (I'll find out when they get here, I'm guessing contractors)
Very grateful for that worker who went above and beyond to help me out.
As I was going to send this back the the sender.
So anyways, maybe you should have a chat with your Delivery guy.
Tell him to take a deep breath and not breathe when it stinks. He'll live.

I have received a parcel on 5th oct from bestbuy (www.canadapost.ca with track number :4001735045787582) and immediately I received a call which he said the parcel was wrongly sent to me and please take it back!
Immediately take it back with purolator (pin or reference: 332515329628)
After some day I follow up my parcel from bestbuy I understood it was fake number and was fraud and it was my parcel which I was take it back!

So I want to please you to stop deliver to them by today! And just keep it. I'm following up from bestbuy to check everything. But please don't deliver the parcel to them.

It was sent by 5th oct and deliver by today (8th oct) to the :purolator pin:332515329628
To: jassmeet singh
45 silent pond cres
Brampton. On
L6v4s9

Tracking number VRE000805535. The driver was supposed to deliver a package to my apartment on Saturday September 12th 2020. He apparently was here but didn't attempt a delivery due to him not having the buzzer code, despite the buzzer code being right on the buzzer right beside the door, like every normal apartment building. Had to spend 40 minutes on hold to get customer service to change my status from delivery to pickup and had to go to the Purolator shipping centre to pick up the package because of this. I had to wait about 30 minutes in line to get this package, so I just wasted over an hour of my time in these past couple days because the driver either couldn't figure out how to use a buzzer, or because he didn't bother to do his job. EVERY courier who works in the city knows how a buzzer works so there's no excuse for this driver to not deliver the package. I want this discussed with the driver in question so he can understand that he needs to do his job and actually try to attempt a delivery next time. Thanks

Je devais recevoir un colis de la SAQ hier ou aujourd'hui, mais on me signale que mon adresse est incorrecte ou incomplète. J'ai vérifié mon adresse et elle correcte. J'ai déjà récemment fait des achats avec des livraison avec Purolator sans problème. On fait quoi?
Pierre Ricard
400 des Ormes,
Saint-Jean-de-Matha, QC, J0K 2S0
[protected]
[protected]
[protected]@ricard.qc.ca

I ordered an audio interface from Best Buy, and it was shipped by Purolator. The package never arrived at my apartment even though i left the correct address, postal code, name, and apartment number when making the order. The driver simply checked the delivery off as completed but did not provide proof. Now, the package is missing and Purolator refused to help me. They launched an "investigation" that they later closed because they came to the conclusion that the GPS records show the package at my address and that the investigation is complete. Then they stopped replying to my emails and attempts to contact them. I called customer service three times and got zero help from them. The investigator on my case refuses to answer me and will provide no information on the package. Please avoid Purolator, they won't help you!

A lawn mower has been ordered from Costco and shipped through Purolator. Initially there was an error in the address which has been corrected as soon as we got the tracking. There is no update of status since July 13. Multiple phone calls have been made with customer support. Yesterday we received email asking how the product look like. When we called they could not provide any information about the product, they do not know where it is. Seems like product went missing. The status shows that it returned to sorting facility and waiting there forever.

We are very displeased and dissatisfied with the service of Purolator. The order has been shipped on July 2. It is taking forever to deliver a shipment.

Shipment: [protected] ref : [protected]

Purolator delivery nightmare of a portable air conditioner…

I just recently had a portable air conditioner delivered to my apartment building. When the Purolator delivery driver arrived, he buzzed my unit and I was ready to buzz him in so he could deliver the package to me. At that point he said quite harshly that he wasn't coming up, so feeling that I had no other choice, I replied to him that I'll be right down. I also said to him to not leave but to wait for me to get down to the lobby. The reason why I asked for him to wait for me was because there was something about his demeanor when he spoke to me that left me concerned that he wasn't going to be very accommodating. I rushed down to the lobby and was there within a minute, but he had already driven off, all the while leaving my $700.00 A/C unattended. It could've been taken by anyone because he made no attempt to confirm that the delivered package was even received by the correct person with the correct address. There were other people in the lobby, and they told me that the driver simply left it there and then took off without saying a word. They were so shocked by his demeanor and behaviour as a delivery person that one of them took a picture of the truck as it raced off!

When I made it to the lobby of my building, I brought with me a dolly cart and brought it up to my apartment. When I took a closer look at the A/C's box, I could tell that it had been grabbed by its sides and dragged because parts of the bottom of the box was shredded through. I don't know the impact from mishandling by Purolator, whether short term and long term, it has on the running condition of the portable air-conditioner. Afterall, the air conditioner weighs almost 75lbs, so what damage was done by such mishandling that I don't know about. How do I know he didn't drop it from the truck to the ground? Additionally, the delivery tracking says: "Shipment delivered at: FRONT DOOR", and I know this to be a lie.

To summarize so far: The Purolator delivery driver made no attempt to be careful of my $700.00 investment; the Purolator delivery driver made no attempt to verify that the expensive parcel even went to the correct address and person. Furthermore, Purolator Courier Ltd., has made no attempt to rectify what happened to my parcel and to me as a customer, even though I had asked Purolator Courier Ltd. to give me a call after leaving a complaint with the company. It's been a week and I'm still waiting.

I feel obligated to inform the manufacturer of the portable air conditioner so that they're aware that possibly some of their warranty claims could be because of poor handling by Purolator and its drivers. I'm sure that most people are like me that a $700.00 investment deserves an obvious level of duty of care, from no matter the company. But in this case, Purolator failed me miserably!

Today, as I was leaving my building at 19 Lascelles Boulevard, Toronto, a delivery person for Purolator had arrived at the front door to deliver a parcel. This is a controlled access building, and it appeared that he had rung the recipient of parcel, but rather than wait for that person to give him access, he forced his way into the building past me. I told him that he needed to be buzzed into the building and that I could not just let him in. He then started shouting at me saying that I had to let him as he was a Purolator delivery person, that I was rude, and other things.
I want to report this because this should NOT have happened. Aren't your drivers told to wait for access to a controlled entry building; NOT just walk into the building behind someone leaving? I am attaching a photo of the truck he was driving to make the delivery for your information.

I was expecting to receive a package from Purolator this morning. I was at home and the driver didn't bother to knock at the door not ring the door bell. He left delivery attempted notice on my door and I see package will be ready for pickup on 07/09 at nearby Purolator location to my house. Upon seeing this notice, I tried to contact chat representative and discussed about this issue and she said unfortunately she cannot help other than putting complain against the driver. I asked to at least make it available for pickup today to nearby Purolator location but she could not help. This is frustrating and pathetic service from Purolator. I lost my entire day without the package and it was very urgent for me to receive the package. I need my package by today under any circumstances

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.

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.

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]

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.

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.

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.