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Purolator - unethical and rude behaviour
Date: August 30, 2019, approximately 1pm
Hello, I would like to file a complaint regarding the treatment I received by the employee that assisted me. My mother was sent a new TV receiver from Bell Canada, and was not home to pick it up so it was sent to the Purolator branch in Lachine for pick up. Bell accidentally sent the package in my father's name instead of my mother's and my father has been deceased since April. I called Bell to rectify the situation and they said there would be no issues in picking up the package at Purolator because they would add notes to the file and should I encounter any issues, that I was to ask the clerk to call them.
The employee that assisted me on that day was not only rude with me and not interested in hearing the explanation, or seeing my power of attorney document for my mother, but when I asked her to call Bell (as I was instructed), she responded "No, I will not call Bell, I don't work for Bell, I work for Purolator so too bad". To add insult to injury, she asked my mother for government issued ID with photo and address. In Quebec, only the drivers licence meets that criteria and my mother has never had a drivers licence. Instead she had utility bills in her name, and a valid medicare card which is government issued and has a photo. The woman would not accept that either. Instead, she claimed this was not her problem and returned the package to sender.
I realize nothing can be done to resolve the issue on my end. I have contacted Bell to resend the package in my mother's name, hopefully we will be home at the time it arrives to avoid having to deal with this employee in the future.
I do, however, feel that it is unacceptable for anyone to be treated the way we were treated on that day and wanted to ensure this was addressed with the employee. I work for the Federal Government, therefore can fully appreciate employees abiding to the Privacy Act, however, I also understand that no-one deserves to be treated so disrespectfully, especially when we were nothing but courteous and polite with her.
Thank you for your time.
Best regards,
Cassandra Orsini
The complaint has been investigated and resolved to the customer's satisfaction.
Bell shipments do have multiple restrictions, for security reasons. Thought we would not have been able to release it to you, it should have been given to your mother upon presentation of the power of attorney and proper Identifications. The medicare card do suffice as a government picture ID and a utility bill (under her name) works too, even electronic. The employee should have also informed you that if any information needed to be changed, you would have to contact Bell directly so they can use the proper internal channel to provide their authorization.
If you could please email me the tracking number, we’ll be able to send all the information to our retail management team so a follow up can be done with the employee in question.
Customer service is a priority for us and again, we sincerely apologize to your mother and yourself for this experience.
Regards,
Catherine/ Social Media Coordinator
Email: customer.care@purolator.com
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