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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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1:26 pm EST

Purolator Late package at first and then no update

I pre-ordered a video game which was supposed to be delivered on Dec 10. It then had to be rescheduled for the next business day, which is understandable given the circumstances. The package ended up never being delivered and the package tracker did not update itself.

I tried to contact their customer service to no success.

All I need is at least an update on my package. Was it lost? Did the driver encounter problems? Transparency is needed.

Thank you.

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1:34 pm EST
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Purolator Delivery

For the past 3 days, they have been telling me that my package is arriving on that day. I have been dressed and ready to run downstairs of my condo in case they get here. I am afraid they'll leave with a sticker on my door and get me to pick it up. On all of those 3 days, at around 8 pm, they say delivery has been scheduled for the next day. This is infuriating because I have not been able to get ANYTHING done these past few days waiting for them.
This company doesn't even answer your call. There is probably no one even there to answer. I have been wanting to call and ask if I can come and pick up my package but even after more than 30 minutes of waiting on the phone, they didn't answer so I hung up. I have called twice now and the same thing!

How in God's name are they still a thing. Why haven't they been out of business!? Why haven't they fixed any of the issues customers have complained about for years!

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8:46 am EST
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Purolator Rude delivery guy

This Purolator guy drove to my house and rang my doorbell at 7:30 pm (December 4, 2020) in Stratford last night and insisting asking if I saw a particular parcel. It's ridiculous he said someone told him he dropped the parcel here of my neighbor and you do not show up my house at that last Friday night with no mask on in the second wave of COVID 19! Why it's contactless parcel drop off now and why he is the only stranger came with no mask this year! 7:30 pm seriously? The local shop loses at 5! What's wrong with them? Purolator, show some respect and follow the COVID rule! Stop bothering me at night!

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5:44 pm EST
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Purolator Incompetent shipping

They ripped an important document right down the middle, almost in half. The document was well protected in a hard cover sleeve and box yet they took it out of the case and it looks almost intentionally ripped. I only found out when I received the package. No justice and customer support not only was rude but showed not responsibility.

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4:56 pm EST
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Purolator Reckless driving. Damage to property.

The driver came speeding into the court and down our driveway. He dropped the parcel off without ringing the doorbell and proceeded to turn around onto our lawn over our dog fence, narrowly missing our oak tree and leaving a rut on our lawn and mud on our driveway. He sped out of the driveway, stopped at the neighbours, and sped out of the court neglecting to stop at the stop sign before speeding down the road. This reckless driving is very alarming considering we have small kids and a puppy who often play outdoors, as do the other neighbours! It's only a matter of time until this driver causes serious injury or property damage!

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7:05 pm EST

Purolator Clothing

Hello, I hope this message finds you well. I have heard many complaints regarding packages not being distributed because of "lazy drivers" and the performance exhibited by Purolator is satisfactory. Therefore, I kindly request for this situation to not occur with my package. I am on a very tight schedule and I urge for you to please bring my package ASAP. I have a package under the name of Tanya Sadana and the Tracking NO. [protected].
Once again, I understand that there may be delays due to COVID-19, but I kindly ask you to please aim to bring my package by tomorrow (December 4, 2020).
Thank you so much for your service.
Warm Regards,
Tanya

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2:17 pm EST

Purolator Purolator ground

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.

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3:37 pm EST

Purolator Delivery employee complaint

(My incident was on the day of Nov 27, 2020, Medicine Hat, Alberta) Deserves 0 stars because of the absolute laziness and piss poor customer service from the delivery drivers.
They lie when they say they attempted delivery, I was home all day monitoring the tracking. They didn't knock, ring the door, hell they Never even drove to my house!
They have the audacity to frame the customer as the bad guy who missed the delivery while in reality they just hand out slips and never bother attempting to deliver but yet again I didn't even get a slip.
Check the reviews on any platform in any location and you will see this is and has been an ongoing problem for many years, roughly 1-2 stars with the complaints piling up.
This company and the employees need to be cleaned up and eliminated entirely.

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7:20 pm EST
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Purolator Package content is stolen

- 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.

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12:13 am EST

Purolator Delivered at Reception?

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

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10:33 am EDT

Purolator Delivery

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.

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12:18 pm EDT

Purolator Urgent :stop to deliver the parcel to the below destination, its fraud

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

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6:12 pm EDT

Purolator Service

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

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Catherine Cote
, US
Sep 15, 2020 10:14 am EDT

Hello Zane,

Thank you for this review. We're sorry to hear that you had a negative experience with us and we apologize for the inconveniences. The situation has been reported to local management for internal review. If further assistance is required, please do not hesitate to email us directly.

Regards,
James
Social Media Coordinator // Customer Care Team // Purolator Inc.
E-mail: customer.care@purolator.com
Follow us on Twitter : http://twitter.com/purolatorhelp // Visit us on: www.Purolator.com

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2:44 pm EDT

Purolator Livraison de la saq

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

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5:12 pm EDT

Purolator Driver slip misinformation and terrible customer service

We received phone call yesterday that our work computer is arriving. We live in a high rise apartment so we asked if the delivery guy could wait for a minute or two for us to get downstairs and sign the package. The guy said he can't wait and he left. He left a slip saying the package will be available for pickup today at 1pm at their office. So we took time off work today to get the package since we need the computer immediately for work. We arrived at 3:30pm and the staff at purolator said the package was not ready for pickup, and that they use third party agents for delivery and they can't get a hold on them. We tracked online and all we see is that the shipment had a failed attempt for delivery and now the estimated delivery date is unavailable. No information on where our package is. We asked for the phone number of whoever has our package so we can arrange a delivery but the staff said they don't have it. But later they said they could leave the delivery people a note with delivery date. So now they are able to communicate with the delivery guy? We suggested if they could leave our phone number in the notes so we can contact the delivery guy directly. All of a sudden a guy named Dormer came in and yelled at us, asking us to leave so they could serve other customers. Are we not customers? Or is it because we are asians and our matters are not as important? I don't want to jump to the racism conclusion yet but our concerns were not addressed, and the service we receive could be so much better. I really hope to hear more than "I don't know" or "you just need to wait". The goal is to find a solution, not to simply file a complaint online, as Dormer suggested us to do. I am absolutely disappointed with how we were treated today, and if this remains unresolved, I will not stop until I get a satisfying solution.

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2:44 pm EDT
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Purolator Package Never Arrived

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!

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12:50 pm EDT

Purolator Shipment

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]

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6:10 pm EDT
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Purolator Portable air conditioner delivery

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!

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1:28 pm EDT
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Purolator Your delivery driver

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.

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2:02 pm EDT
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Purolator Pathetic delivery service

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

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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.

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