Complaints

This profile includes complaints for Canpar Express Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canpar Express Inc

  102 - 201 Westcreek Blvd Brampton, ON L6T 0G8

• 

  Canpar Express Inc

  707 Barlow Trail SE Calgary, AB T2E 6K1

• 

  Canpar

  100 Hanna Court, South Belleville, ON K8P 5H2

• 

  Canpar Express Inc

  205 New Toronto St Etobicoke, ON M8V 0A1

• 

  Canpar Courier

  Unit 3 - 200 Discovery Pl Winnipeg, MB R2R 0P6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the ******** "Sorry we missed you" notice on my door on March 7. It had the "make another attempt" dates crossed out. As per the instructions, I signed up online to be notified when the shipment would be available for pickup. I also attempted to use the other delivery options online, but none were available. I checked tracking the next day and saw that another attempt was made to deliver. This failed despite someone being home at the time and not hearing anyone at the door. I would have pre signed for signature if that option was available on the notice.
  
  I continued to track the shipment and check my emails for a notification or any other information about to where or when my package would be available for pickup. I did not receive any notification and the tracking showed that the package "arrived at hub/terminal from bulk/city trailer" which does not provide any information about where to pickup the package or state that it's ready for pickup.
  
  After a week, on March 18, I called the customer service number to get more information. The representative told me I could pickup the package from Surrey, provided the address, and informed me that it would be held until March 22. On March 19, I drove to the Surrey location where I was told that the package had been returned to sender the night before.
  
  Throughout the whole process, I had no opportunity to receive the package and received no accurate information about how I could pick it up. I've ******** the "Sorry we missed you" notice for your reference.
  
  After the package was received by the vendor, I had to pay to have it shipped back to me a second time.

  Business Response

  Date: 10/06/2024

  Good Afternoon, please provide the tracking number of the shipment in question for us to investigate further. 

  Thank you 

• Initial Complaint

  Date:14/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on *******.ca for a ***, valued at $677.99. Delivery was handled by Canpar, tracking number *********************** According to the proof of delivery obtained from the Canpar website **** ******** ** **** **********, my order was delivered on Aug 8 2023 at 11:43 AM, and signed for by me. Nobody was home at the time, so I don't know how exactly I signed for the package, yet somehow the proof of delivery has a "signature" on it that I most definitely didn't provide. Additionally, I captured video via my doorbell camera of the Canpar delivery person leavng the package on my doorstep and walking away without a signature. I contacted ******* and they assured me that the delivery required my signature in order to deliver. ****** ** ***** *** ************ ******** **** ********* ******* ** ******** Furthermore, I have attempted to contact the company for an explanation via their online chat and their customer support phone number but have never been able to get through to anyone to actually speak to. **** ***** ********* *** ****** ** ******** ******** ** *** ****** *** * ***** **** ******** ****** **** **** *******

  Business Response

  Date: 15/08/2023

  Good Afternoon *****, We, Canpar have a contractual agreement with ******* to leave their pacakge without a signature. Therefore this package was left without a signature. Our proof of delivery does not show a signature being obtained for this package. 

• Initial Complaint

  Date:04/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a product a few weeks ago, seemed to be taking a bit too long to deliver. Received an email from CANPAR yesterday that a delivery attempt was made and that the driver tried to call the day before at 9:33. In the email, it mentions the first and second delivery attempt were free, no notice was left anywhere. Tracking # in the email has no tracking results. CANPAR is asking for my credit card information to reschedule a delivery. * ***** **** **** * *** ***** ***** ******** ******** ******* ** ****** **** *************

  Business Response

  Date: 11/04/2023

  Good Morning, Please note this is a scam email you have received. Canpar will never email clients asking them to pay for 2nd attempt. We have reported this email scam to our IT security department. 

• Initial Complaint

  Date:11/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The package ********************** has been stuck at the warehouse of Canpar since November 29th, and the Canpar employees refuse to ** ******* *** actually ship my package. I reached out to the shipper ****** and they were able to ship a replacement product, which Canpar claimed was "delivered successfully" (tracking number **********************) but actually it was never delivered to my house, my consierge who is here 24/7 reviewed all the security cameras and no attempts of delivery were ever made. While I filed the missing packages claims to Canpar, I'd also like to make complaints for 1) ********** ***** ******** ******** ***** ****** ****** ** ** ******* *** I've spent hours on the phone + website chat and 2) for losing the shipment while falsely claiming it has been delivered.

  Business Response

  Date: 16/01/2023

  Good Morning, we have received a claim for the original shipment from the shipper. We are in direct contact with them with updates. For the replacement shipment was are showing this was correctly delivered to the correct address. The Drivers GPS records indicate the same. 

   

• Initial Complaint

  Date:21/12/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package from **** ****** to be delivered via CanPar Express.
  Tracking number: D576005060000050161001
  Reference number: *************
  expected delivery 2022-12-10
  I received a tacking update that Canpar attempted to deliver the package but was "unable to locate the consignee" on 2022-12-10. I was at home all day on 2022-12-10. ** ********* ******* ********* **** ***** ******** ********* **** ** ****** No notice was left at my building, neither on the door nor in the mail box outlining next steps or a location where I could pick up the package. I made repeated attempts to contact Canpar. I was automatically logged out of the online chat repeatedly despite accessing the feature during their office hours. I attempted to call Canpar but their CS line requested numbers which were not provided to me.
  Subsequently, I received another tracking update that delivery was attempted on 2022-12-19. Again, no notice was left. I was home for the entire day on 2022-12-19. The same message showed on the tracking system "unable to locate consignee". I am now told that the package is being returned.
  All contact I have received from Canpar has had no options of contacting them or responding. I have received absolutely no indication that delivery attempts were ever made aside from tacking updates.

  Business Response

  Date: 23/12/2022

  Good Afternoon, I am showing delivery attempts made however the was no buzzer code on the shipment. The buzzer code was received after the shipment had been returned to the shipper. It was too late to intercept the shipment. Please contact the shipper for the refund. 

  Customer Answer

  Date: 29/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There has been no proof that delivery was attempted. No note left on the door, no notice of a second delivery attempt, and no option to pick up the package at a holding facility. The tracking history states that the package was returned to sender. This was done without my authorization. The tracking updates never confirmed that it was returned to sender and the latest update shows that it has been delivered to the wrong address.

  Furthermore, I made multiple attempts to contact Canpar customer service after the first "delivery attempt notice" was issued. On 2 occasions, I was logged out of the live chat automatically with notice that I was outside of their hours of operation despite being within their hours of operation. I also attempted to call Canpar customer service but was asked for number which I was not provided with. It was not until after the second "delivery attempt" that I was successful in getting through to the Customer service, at which point I was able to provide the buzzer number. At that point, I did not feel as through there was substantial effort to intercept the package. 

  ** ********* ******* ********* **** ****** ***** **** ****** ********* *** ****** ******* *** ******* ** ** *** *** **** ** ******* * ******** ***** ** * **** **** ** *** **** **** ************ ** *** ** ******* *** ******* ** ** *** ******** **** ** ******* **** ***** ** ****** **** ************ ** *** ** ******* *** ********

  
  All we would like to resolve this is the delivery of the package in question. 
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:21/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought gifts from ****. The vendor used CanPar for delivery. Tracking hasn't been updated for a week. No idea of progress for delivery of Christmas gifts. No ability to reach anyone for information or assistance. **** ** ** **** **** *** ***** *** ***** *** **** ************

  Business Response

  Date: 05/01/2023

  Good Afternoon, we are showing this shipment was shipped on 12/23 and delivered on 12/29 due to holiday closures. 

• Initial Complaint

  Date:20/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package Tracking #: **********************
  Multiple attempts to schedule delivery times and/or in-person pick-up due to my work hours being concurrent with CanPar's delivery times. Tried for over 1 week through their online chat service which after a combined 6 hours of waiting, still did not answer me.
  Sat on their phone waiting for customer service for 1 hour with nobody on the other end.
  At this point, I want my package returned to the sender so I can get a refund and order it through ******* *** ** ***** *** **** ****** ** ***** ******** ******* *** ********* ******** ******** ******* ** **** ***** You've brushed me off past your closing time of 3:00pm in my local time, *** ** * ****** ** ********* *** **** ******* now my family member will not receive their gift in time.
  * ***** ***** ********* ****** *** **** ******* ** **** ******

  Business Response

  Date: 05/01/2023

  We apologize for the delay. Due to peak season volumes we experienced higher than normal calls and chats. I see that your shipment was delivered on 12/22. 

• Initial Complaint

  Date:14/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tracked shipping. 09-Dec 09:23am the package was with courier. 12:14 - message: no such address
  12-Dec 09:43am the package was with courier. 14:04 - message: no such address
  13-Dec 09:56am the package was with courier. 10:23am the package was with courier.
  Still do not have the package.
  If you ****** *** my address it clearly does exist and is readily found. I don't understand how a courier business can operate and not be able to locate addresses? How is that possible? * ***** ********* **** ** ***** ** *** **** **** ********* ** ********

  Business Response

  Date: 15/12/2022

  Good Afternoon, Can you please provide the tracking number for your shipment for us to investigate further. 

• Initial Complaint

  Date:07/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November I made an ****** purchase for an item that was being sold by one of their sellers. The seller shipped the package from the USA and it arrived at the Canpar terminal in NE Calgary on November 15. I live in Priddis, which is 15-minutes outside the city limits, and less than an hour from the Canpar Hub/Terminal. But despite this it still took Canpar 18-days to deliver my package. And when they did, they apparently dropped it off at the gate to my acreage, where it will sit for at least two months until I come home from my winter home. The package, which contains electronic parts, will be useless by the time I get home because it has been sitting in the cold for months* ** ** **** **** ****** ** **** **** **** ****** ** *****
  
  The tracking number is *********************** *** ******** Tracking Summary that shows the ins and outs of this package and the vast number of errors that were made. This package was apparently miss-sorted at least five times in 18-days* ***** ** ********** *** ******* ************
  
  During these 18-days I tracked the package several times per day and tried to expedite my parcel by calling Canpar several times. Each time I was on hold for 1.5 hrs before finally giving up. I also went onto the website chat room, with similar wait times, and each time I was told that they would investigate the delay and get back to me with an explanation and new delivery date, which they never did. No one ever called me back. Each time I managed to speak to someone I also reminded them I was leaving the country on November 28 for my winter home and I told Canpar they had to deliver the package before I left, otherwise return it to sender. Now I am in the USA and I received a message to say it was delivered on December 3 when no one was home.
  
  This package is now lost to me and Canpar should explain what went wrong and reimburse me for the package.

  Business Response

  Date: 05/01/2023

  Good afternoon, we have received the claim for this shipment from the shipper and are in direct contact with them. Unfortunately, as the contractual agreement is with the shipper, we are unable to disclose the final output. 

  I can confirm there was address and postal code issues on the shipping label that was causing the shipment to constantly being missorted. The issue was rectified once the shipper provided correct delivery details. 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not believe Canpar are being honest in their response. During the time I was desperately trying to expedite delivery of the package I had also contacted the shipper and I confirmed the shipper had the correct address and postal code for me. I also confirmed the same with Canpar themselves on one occasion when I finally managed to get thru to Canpar customer service on the telephone. Further, Canpar also had my cell phone number, confirmed by their delivery driver who left me a voicemail on my cell phone (which I still have) telling me he had dropped the package off at the gate - not the front porch as per Canpar documentation. * **** ** ************* ********** **** ****** ***** *** ** ******** ** ******* * ******* * ***** **** ** ****** ****** ******* ********** *** ******* ** ****** ** ******* *** ******** *** **** ***** **** ******* **** ** ******* * ******* ****** * ********* **** *** ** ******** **** ** **** **** *** **** *** ** ** *** ********** ** ************* ** ******** ** ** *** **** ***** **** *** **** *** ********* * ********* *******

  I will drop my $ claim against Canpar for a refund since my contract was not directly with them. I will file a claim thru the shipper or ****** directly.

  Nevertheless my complaint against Canpar for the worst customer service still stands. ***** *** **** ****** ** ****** ** **** ******** *** *** ******* ****** **** ****** *** **** ************ ** *** *** ** *** ******** ******* *********

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:05/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  Canpar delivery driver left a delivery notice for me to pick up my package yesterday. The notice said it would be available today and information would be provided online. When I checked where to pick it up, their website said it was out for delivery.
  
  I was confused so I called customer service. Canpar customer service agent told me today my delivery would be made 100% by the end of the night. That time has since come and past and there is no delivery.
  
  I took the day off of work when I saw it was out for delivery, as your FAQ says you will not leave them in condo or apartment buildings unattended.
  
  Now I am also out a day of work.

  Business Response

  Date: 05/12/2022

  Good Afternoon, Can you please provide the tracking number for the shipment 

  Customer Answer

  Date: 05/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The parcel was delivered today.
  
  
  
  Sincerely,
  
  
  
  *** ******