PurolatorReviews 195

I cannot believe how many imaginative ways Purolator manages to "deliver" packages to my house. I've had packages delivered to the gate on my driveway, the bottom of stairs to a storage unit on the property. A TENT with a boat on a trailer inside (ffs!), some neighbours down the street (not even next door). It is just awful. Packages have been left out in the rain, on our wet or snowy driveway - no attempt is made to get them under cover, under stairs leading to a storeroom above the garage making it difficult to find them. Why do I have to play hide and seek to get a proper delivery?
And when I call customer service, and waiting 45 minutes, all I get is "our system says it was delivered". When I ask for proof of delivery, I am told that for the package in question, it was not required.
I feel sorry for the vendors using this courier.

Been 2 days waiting for delivery. Each time delayed by weather. There is nothing wrong with the weather.Cant get ahold of a real person so virtually no customer service. I cringe when I find out parcel being delivered by them.They are horrible.

This is the worst service you can find in Canada. They never deliver your package, I have the delivery guy on my camera. He has the label prepared and he just attached it to the door without even ringing the doorbell. They do not wait even for 10 seconds. You never can receive your package at the right time you expect.

Vivian: manager from hell
Had an issue and called for help. Spoke with the most rude, abysmal manager Vivian I've ever encountered! How someone with such a sour, horrible attitude was ever promoted to manager is beyond me. Vivian should be fired.
She was dismissive after to told her the issue she literally said "what do you want me to do about it?"
And that was after a long minute pause where I was like "hello are you still there?"

She would basically tune out and walk away from the phone whenever I spoke it seemed as she would not reply when i was done talking and I had to prompt her repeatedly "aren't you going to say anything" because she'd just be dead silent and never reply.
Absolutely infuriating.
She made no effort to help or do anything and it was clear she couldnt care less and had no intention of helping or trying to find a resolution or even being respectful and empathetic to customers.
Not an ounce of care or respect in this cold boomers heart.
This woman has no place being a manager or being employed at all with her dismissive, sour attitude!

If I could give it a zero I would. Absolutely no customer service skills. They lie about attempting to make deliveries, I've literally been home and see the guy drive off with no attempt just putting the sticker on the door.

The worst delivery team. It initially send me email that the delivery date was a Wednesday so I arranged my time to work at home. I tracked the parcel later found it was postponed to Friday so I rearranged my schedule. I found a note on the door saying missing delivery after I was back home on the Wednesday. I got a short message on my phone saying my parcel was ready for pickup from its outlet the following day. They do have my email and phone number and can send short message, however, they do not want to bother to send me a message one day ahead to allow me arrange my time to stay home for the delivery.

If I just have an option not to use them in all my parcels i would never even look at it. Things that repetitively happened in all my transactions to them: 1) deliver person are lazy, they dont give you time to open the door for them, they door bell and it you did not answer for few seconds they are gone. 2) customer service convey wrong information, they provide unsure answers to your inquiry, i wasted an hour to go and pick up my parcel because they said it will available for me, i get there and parcel is gone. 3) calling them is almost impossible, it will take an hour to wait for a real person and their robots are not helpful at all. 4) stuff in the facility are like robot, they work because they need to, no help and they dont care! I'm wondering if they are also the one acting as robot in the phone

I recieved a email stating a delivery was attempted and no one was home and a slip was left on my door. First of all, I was home and I have security footage to back this up and no driver came to my door. Secondly I phoned purolator right away and advised them the driver went to the wrong house and the representative said they sent a message to the driver stating for them to drop off my package forsure today at the pick up location here in town ( they did not even offered to redeliver it to my home). I then went to house where the driver left the slip and it stated I could pick up my package after 3 pm. I went to the pick up location at 4 pm and no package, phoned purolator again and I was told the package was sent back to the warehouse because of a rail derailment in my town and I could pick it up Monday (not delivered to my home) and this is Friday! There was no derailment in my town so thats a out right lie! So now I have to wait till Monday to get my package, total bs. All because of this driver, should loose their job in my opinion! Unacceptable, wish I could leave a zero star.

They have bad label printers that can't handle any address that has extra info in it. Such as Building door codes, or instructions on where to leave the item.
Then when the driver arrives, they can't read the parcel label, because the printer messed it up. So, the tracking says that the parcel is undeliverable.
Then after a couple days, they manually print a new label and only include the most basic address information - which leaves off the information on how to buzz the building to get in the door.

So then the driver shows up, can't get in the building - so they just leave a note telling the customer to drive to teh depot and deal with the problem.

Purolator really needs to figure this issue out, and start delivery parcels properly.

My package was supposed to be delivered, February 3,2024 from Etiobicoke, a 20 minute drive from Downtown Toronto. My package was picked up at 10:45 am and never reached me, 20 minutes away. On February 4,2024 I spoke to two virtual assistants and also a real customer service agent. No one really knew what was going on with the package. The last information they had was that my package left Etobicoke at 10:45 am February 3. They had no idea where it was on February 4,2024 because Purolator depots are closed on Sunday, according to the live agent. Now, I was told by the real agent that it might arrive tomorrow, February 5; however, he did not really know. So it will have taken Purolator more than 48 hours to deliver a package that was 20 minutes away. They really do not know where the package is, when it will arrive, and have no real information about the package since February 3,10:45 am. It is now Sunday, February 4 at 12:44 pm. I do not know how Purolator stays in business.

UPDATE:

I received two responses from Purolator. They denied that their earlier tracking information stated February 3 as its delivery date. Unfortunately, the tracking information has been updated, so the original delivery estimate does not appear. However, here is the information that I do have.

Purolator picked up the package from the Etobicoke facility on February 3 at 1:43 am, and it arrived at the Etobicoke sort facility at 1:44 am the same day. Then the package departed the sort facility at 1:46 am. Then the package was in limbo until February 5 at 6:05 am until it arrived at the North York depot. The first Purolator shipping manifest was created on February 2,2024 and the final on February 3 at 10:44 am. I received the order finally at 1 pm on February 5. So it took the package from February 3 to February 5 (over 48 hours) to go from Etobicoke (30 minutes from where I live) to North York, (also 30 minutes from where I live). It took over 48 hours to go a 30-minute distance by Purolator. On February 4, when I talked to Purolator agents, they were not certain where the package was. The last information they had was that the package left Etobicoke on February 3. Why do companies use their service?

Purolator blamed Bestbuy for not clearly informing me about their [poor] service, and Purolator blamed me for not reading all the fine print.

Moreover, Purolator said Sunday is not a business day. Maybe not for Purolator, but, retailers, many courier services in Canada, and even some, financial institutions are open and working 7 days a week and have been doing so for many decades. Purolator should bring itself into the present.

The only mistake Bestbuy made was to choose Purolator as its courier. My mistake was to have selected a retailer who uses Purolator as its courier.

Purolator confirmed twice that it did not care about the businesses it ships for, nor the end user who suffers from their questionable service. That is the unfortunate final customer, ME.

BThey tried to tell me its Mechanical, than that they have lots of packages lah blah (holidays are over long ago)
Worst shipping service provider. Why do we even bother paying for their service, let them sink.

Attention
Estimated Delivery Date
Not Available
Mechanical delay
Tue. Jan. 30,2024 - 5:31 p.m. RICHMOND, BC Mechanical delay
Tue. Jan. 30,2024 - 11:13 a.m. NEW WESTMINSTER, BC On vehicle for delivery
Tue. Jan. 30,2024 - 8:05 a.m. RICHMOND, BC Arrived at sort facility
Tue. Jan. 30,2024 - 5:33 a.m. RICHMOND, BC Arrived at sort facility
Tue. Jan. 30,2024 - 5:33 a.m. RICHMOND, BC Departed sort facility
Mon. Jan. 29,2024 - 7:31 p.m. RICHMOND, BC Departed sort facility
Mon. Jan. 29,2024 - 7:31 p.m. RICHMOND, BC Arrived at sort facility
Mon. Jan. 29,2024 - 10:24 p.m. PUROLATOR Shipment created - final manifest received
Mon. Jan. 29,2024 - 6:39 p.m. RICHMOND, BC Arrived at sort facility
Mon. Jan. 29,2024 - 5:03 p.m. BURNABY, BC Departed sort facility
Mon. Jan. 29,2024 - 5:02 p.m. BURNABY, BC Arrived at sort facility
Mon. Jan. 29,2024 - 2:20 p.m. NORTH VANCOUVER, BC Picked up by Purolator

Purolator is by far the worst courier in Canada
They will damage or lose half of your orders, just an un-organized huge company
Loomis isn't much better, but they are better
Canada Post is much better...maybe more $...but hey...its nice to have my goods

Purolator is useless, they never delivery packages. I always have to go to the depot and pick up items 🙄

Notified this morning my package was on delivery truck and is going to be delivered today. But getting snow storm here and delivery won't happen. Contents of my package are cold sensitive. No way to contact Purolator to ask that package not left on truck over night outside. Contents value is $500. Contacted Purolator Website and they said there is no way to talk to call or contact local Purolator depot to try and have package put indoors over night...Disgraceful customer service.

The guy didn't try to reach me, no calls or trying the buzzer. Just said receiver unavailable, even though I cancelled my plans and stayed back home the whole day. And to top it all when I'm trying to reach out to them, they have a 45 mins estimated wait time for talking with an agent.

SAD SERVICE

I ordered a package from there they said they delivered it they took a photo I never received it they didn't even call me I wouldn't recommend this to any body

Too bad you can't give negative stars.

I applied for a US visa on Thursday, it was processed and shipped to me on Monday. I got a message on Tuesday saying they couldn't deliver because they were missing a door code. I chatted with a Puro rep who told me they couldnt/wouldn't forward it to me at work, but took my door code and we arranged to attempt redelivery on Thursday. Again, couldnt deliver because of a missing door code. This is for a travel document, so kinda important. Package can't be forwarded to a nearby drop, so have to
Go to the central depot 10 miles from downtown. I got to the depot on Friday (a full five days into this farce) and picked up the package...which had MY FULL NAME, ADDRESS, DOOR CODE AND PHONE NUMBER shown on the label. Can't your delivery people read?

Lonsdale branch in Vancouver, BC was supposed to send my package to my place, but they just sent me a message to pick up my package at their place. When I asked them why they didn't send it to me, they just answered maybe our drivers were busy!