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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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Purolator reviews & complaints 524

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3:30 pm EST
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Purolator driver complaint!

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.

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2:20 pm EST
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Purolator "delivered at reception" - not delivered

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.

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5:45 am EST
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Purolator lost my very important package!

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]

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11:56 am EST
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Purolator delivery / customer service

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.

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1:43 pm EST
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Purolator delivery and customer service

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.

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10:59 pm EST

Purolator delivery

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.

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7:53 pm EST
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Purolator basic delivery service

Always a delay of service, never on time as per service level. Something is wrong with company and its ability to live up to its basic service levels. Businesses that use this service need to save themselves from this poor, lack of any any care service provider. Smooth business transactions are not just selling the product or service, its end to end to the actual final delivery. This company is not making that experience good for consumers who rely on the final delivery of those goods to complete a successful transaction. Its so bad with Purolator that I will not order goods that have this company as part of its service.

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5:17 pm EST

Purolator parking ticket at depot on douglas in burnaby bc

I don't mind going to your depot to pick up a missed delivery. However I don't appreciate getting a $50 parking ticket while doing it.

Because of a complete lack of signage as to where you can or cannot park and because your employees park in all the available spots in front of your depot, I parked in an area that apparently wasn't yours and was given a ticket for being there only 15 minutes.

When your employee on site was told about the ticket her reply was she got a ticket too. This shows me your office there is aware of the ticketing situation and did nothing to protect your customers. I wasn't the only one that got a ticket.

You may argue that it's the other company's responsibility or the parking company's to put up signage, but I think out of general good customer service you would install signs at the stalls or at least make a large posting on the office door to inform people of the ticketing situation.

I don't think I should have to pay this ticket. I have attached a copy for your reference. I would like you to resolve this ticket with West Park. I have written them to complain about the signage as well. It would be great if your companies can work out something instead of picking on hard working folks just going to pick up a box for Christmas.

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12:52 pm EST
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Purolator failing to deliver my package

It has been more than a week and I still have not received my shipment. My estimated delivery was to be Dec 4th and now the tracking page has not been updated since Dec 5th...

Furthermore, a representative left me a voicemail by the name of Vicky asking for the description of my shipment? Does that mean it is misplaced? This is ridiculous... I tried to call her back several times and left voicemails but cannot get a hold of anyone...

Extremely disappointed...your website said a delay of 1 to 2 days and now its been more than a week and I have not only not received my shipment but they have no idea where my shipment is...

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8:41 am EST
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Purolator vista print business supplies

When I initially ordered my supplies, I selected the option for it to be mailed by Canada Post because I have a PO Box, however when I got my confirmation email I noticed they went ahead and used Purolator.
I called as soon as I noticed to give them my physical address and the guy from their customer service team told me to call back with the address later when it says "delivered" on their online tracking so I did just that a few days later. When I did, the customer service guy tells me that I already called with the address and was quite rude and treated me as though I work for him and calling me a liar saying I gave them that address, which I did not. The address they delivered it to was 10 minutes from my home and they just left the package at a gas bar door step. I paid $45 for the contents that the driver just dumped anywhere because he didn't care. Thankfully vista print is reprinting the same contents and resending free of charge to the correct address

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12:37 pm EST
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Purolator customer service

I have been trying to get ahold of customer support for 2 days now.
Stayed on hold for 2 hours and did not get connected to an agent.

Submitted an email and haven't heard back within 48 hours.

Tried using live chat and it is not online or keeps closing saying that there are no agents available.

So after 48 hours I am unable to contact customer service.?

My delivery has been on the truck, OUT FOR DELIVERY for 3 days according to tracking.
I received one of 2 items from the same shipment and have not been able to get ahold of anybody at purolator. I have tried all available methods of contacting them

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4:12 pm EST
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Purolator delivery of packages

Purolator has now held hostage 3 of my Amazon shipments. The driver cannot find my address and enters it as incorrect/incomplete address and there is a note online to please contact for more information. I have contacted them almost daily. I received 1 package about 4 days late and just yesterday I received one 11 days late and today they are still holding one and it is now 11 days late. My address is NOT incorrect. The issue is that Google maps is wrong and the driver goes only by that and doesn't actually look at street signs and house numbers or it would be very simple to find. No other courier gets lost. No other courier says that I gave an incorrect or incomplete address. But Purolator is useless and their customer service people keep telling me it will go out the next day... Still waiting for 1 at 11 days late. Pathetic. Amazon has been asked to never ever use Purolator again to ship to me.

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2:37 pm EST
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Purolator driver skipped delivery

I ordered a TV from Amazon two weeks ago. It was one-day shipping but Purolator never picked it. A week after the original order, Amazon realized it's not going to happen and created a replacement order.

This time the TV was picked up in Alberta and transported to Quebec. I check the status in the morning and it said "On vehicle for delivery". So I decided to stay at home to wait for it. Around 2pm, I checked the status again, and to my surprise, it became "Shipment refused or could not be delivered", although I had been waiting all the time.

I called their customer service. After about one hour's waiting on the line, I explained the situation to their agent, who was not very surprised. She even said it's probably because the driver did not have time to deliver every package so he just drove back to the facility. Apparently it's a common practice with them.

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Update by Petra Axolotl
Dec 07, 2018 10:27 am EST

I ordered a TV from Amazon two weeks ago. It was one-day shipping but Purolator never picked it. A week after the original order, Amazon realized it's not going to happen and created a replacement order.

This time the TV was picked up in Alberta and transported to Quebec. I check the status in the morning and it said "On vehicle for delivery". So I decided to stay at home to wait for it. Around 2pm, I checked the status again, and to my surprise, it became "Shipment refused or could not be delivered", although I had been waiting all the time.

I called their customer service. After about one hour's waiting on the line, I explained the situation to their agent, who was not very surprised. She even said it's probably because the driver did not have time to deliver every package so he just drove back to the facility. Apparently it's a common practice with them.

UPDATE: I talked to Purolator twice after the skipped delivery. Both times they promised it would be re-delivered the next day. And unsurprisingly, it did not happen. The third time when Amazon's representative called them, Purolator confirmed that it was already on its way back to Alberta. Amazon had to create a replacement, for a second time.

SOLUTION: It is possible to ask Amazon's representative to add a note to a particular address that a carrier should be avoided. Most representatives don't know this possibility. But it exists. I had to talk to several before such a note was added to my address.

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5:58 pm EST

Purolator delivery is late... again

Amazon needs to stop using Purolator, things don't arrive on time and the tracking into is ridiculous. Picked up date populated 2 days after the pickup, now says it is in the Toronto sorting facility for the past 4 days. They are spouting weather, mechanical and heavier than normal volume is the reason for the delay.

Took me 1hr 20min to get through on the phone and was told that facility is behind 1-2 days and I should see an update by the following morning. Still no change and when I managed to get a Live chat agent I was told they couldn't give me an ETA. What a useless company.

Well a 2 day shipment may be delivered in 2 weeks.

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5:46 pm EST
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Purolator delivery

On Monday November 26 I sent a package to Quebec from London Ontario. It was supposed to arrive there the following day. When I checked the tracking the number the next day all it says is "in transit" and "estimated delivery time not available". Now after calling customer service multiple times this week I still have no answers as to where my package is. It is extremely frustrating as this package is worth over $1500 and if it is not returned in the next 10 days I'm going to be out that money. I'm more frustrated that nobody seems to know where it is or have any answers as to what is going on! Every time I've called I've been on hold for almost an hour just to get through and be transferred to someone's voicemail. I will never use Purolator in the future and highly recommend that anyone reading this use another company as the customer service is awful and they clearly can't deliver packages as they promise.

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7:07 pm EST
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Purolator delivery service

We had a driver 'deliver' a package. He was extremely rude. I asked him why he was rude and for his name. I said your banking my door like your a policeman. He said ya... I have taser right hear an doing to his belt. He told me to give h back his scanner and if not he would call his manager. I gave it back. He took my package and left.

In shock of what happened I called customer service and got no help. They said I'm crying over spilt milk.

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7:25 pm EST
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Purolator delivery service

Ordered a package online and purolator tried to deliver it once and didn't ever tell me they didn't know the buzzer code or call me to say they couldn't deliver it. One month after the supplier said the package was delivered I still hadn't received it. I called purolator and they said they set it back to the supplier! They never tried to call me or deliver my package. Or leave a note so I can pick it up myself.

The gift was for my sick mother in law. Like really! Worse company!

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8:19 pm EST
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Purolator ignorant, useless lazy creep

I went to the Bayview location in Barrie to pick up my parcel as I wasn't home to accept my delivery.
I was told it was still on the truck but would be back at the location at 7:30.
I spent time at my son's only to return at 7:45 as my parcel is important.
The lady that first helped me (her name was ? Tilley) was extremely pleasant and did her best to help me get my parcel...
HOWEVER, as I was waiting for her to return, the guy at the counter said to me, ... is she helping you or am I? He says, you need to find out! Really, like the lady is gone to the back, I have no idea if she's gone to check on my parcel or someone else's..I said, I'll ask as soon as I see her...
He was SO RUDE, IGNORANT and precocious to say the least. He just kept sucking on his lollipop and actually told his helper...don't ever speak to me like that again...in FRONT of other customers...
He MOST definitely needs to be reprimanded and perhaps taught some customer service manners! If he doesn't like his job, I'm sure other people would appreciate a job! This CERTAINLY isn't for him!
It is so disrespectful to not only myself (the customer) but to his fellow employee!
I truly felt bad for Ms Tilley. She kept apologizing to me, and simply told her, it's ok but your co-worker is super rude to be at a desk helping people.
The next customer in line, just shook his head and said to me...I guess they hire anybody here!

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10:19 am EST
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Purolator delivery

There are at least 4 other dates but I don't have them recorded.
November 16, 2018
November 22, 2018
Client Name : A. Birkedal
I live in Maple Ridge. My packages are being left at the top of my driveway by my gate, by a lamp post or on the steps at the parking pad of my driveway. My items are soaked in Water due to the rain. I HAVE A FRONT DOOR WITH A COVERED LANDING. Yes our driveway is long. But if you have a professional driver driving a truck for a living they should know how to drive or back up or down a driveway. I paid for my items to be delivered to my door. If your drivers don't know how to drive a truck down a long driveway, then they should WALK the parcel to the customers front door. NOT LEAVE IT in the rain at the top of a driveway were the package can be stolen or damaged. This is NOT ACCEPTABLE. I have a front door key code for Purolator, to have my items delivered as we live in a rural area.
At this time, due to the lack of capability of your driver, I am in the process of Cancelling all my future orders as I can not trust your drivers will deliver my paid package/parcels to my door.
Incompetent drivers cost me money.

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6:10 pm EST
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Purolator unable to fulfil expedited, delivery falsified/erroneous, tracking information no follow-up

This has happened twice. The first time, the package arrived about a week after it was promised. The second time, I paid extra to have the package of documents sent via expedited delivery.

For both packages, the tracking information shows that my address was "incomplete" and needed to be confirmed. Both times, I called and was placed on hold (about 10 to 20 mins) and confirmed that the address on package is correct. "Must be a scan error, " the agent said.

The expedited package is a 3-day guaranteed shipment so I had the supplier call and ALSO confirm the address is correct. Purolator agent checked, agreed, and said it would be shipped on schedule. It says right there in the tracking information: "Shipment scheduled for delivery next business day."

However, the package was not delivered, it is a week later, and the tracking information shows that my (already confirmed) address "needs confirmation" again and cannot be delivered.

This is unacceptable.

Both I and the supplier have intervened.
Purolator and many other delivery services have delivered to my house before.
The address to my house is well-marked and clearly visible.
It is a quiet street with lots of parking in a central area in a major city
In fact, I received a package from Amazon on the same day the Purolator package was due to arrive.

I then emailed Purolator at their customer care email; they responded within an hour and said they would investigate and get back to me within a few days. I had high hopes! So I waited to post this.

Alas, it has been a week. I have not heard from them despite them promising to have an answer by today.

Meanwhile, the package is still in "Incomplete" purgatory and I am on hold AGAIN for an agent.

My theory is that they have a new fully automated and really bad tracking system.
And, furthermore, the Purolator tracking system appears to have limited options other than blaming the customer or supplier for the system's constant misfires.

Their lack of follow-through is disgraceful, especially since I paid extra to have the package arrive by a certain date, I confirmed the delivery and address the day prior, AND I waited at home for it. There appears to be no hope for human intervention.

The supplier already refunded my expedited shipping fees but I still do not have my package.

Tracking information:
First package: [protected] - received a week late
Second (expedited) package: [protected] - not yet received (one week late so far)
Reference number for the follow up request (where they said they would contact me by today) is CS-8434634.

I suppose the next step is to contact the supplier and get a complete refund for the documents since it appears I am unable to receive them, despite paying extra to get them quickly.

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Melanie McConnell
, US
Nov 29, 2018 7:30 pm EST

I'm never buying from any company that uses purolator again! A similar situation happened to me. We get packages everyday from amazon and they have no problem figuring out where we live. This company is a delivery company with one job which they cannot execute properly. What a disgrace you are as an organization.

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?

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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.

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- 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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Website

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