ComplaintsforPurolator Inc
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Complaint Details
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Initial Complaint
27/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ashipment with tracking number ************ was scheduled for delivery from Ogden, QC to Longueuil, QC via Purolator Ground service. However, the package did not reach its destination, with its last known location being the sort facility in Boucherville, QC. Purolator conducted an investigation. Unfortunately, the search results were negative, and proof of delivery could not be provided. Efforts were made to escalate the matter to the depot for further investigation, and a trace and claim file (Case Number: ********) were opened. The receiver filed a claim, requesting compensation for the lost item. However, with only a maximum payout of $100.00 offered. Further attempts were made to resolve the issue, including requests for pickup at the sort facility and escalation of the claim amount. However, no satisfactory resolution has been reached. On February 12, 2024, Guylaine D., a tracing specialist at Purolator, confirmed that the package was not found in the Boucherville facility's Lost & Found. She suggested that it could be located elsewhere, potentially even in British Columbia. The package was then traced and allegedly returned to the ****** FBA warehouse. This development raises questions about the effectiveness of Purolator's security measures and logistics protocols. Purolator emphasizes its "security-minded approach to logistics" and claims that "a security-focused provider should ensure real-time access to shipments' whereabouts." However, the fact that the package was returned to the ****** FBA warehouse contradicts these assurances. Furthermore, if there was indeed an old label on the package, it was well covered and clearly indicated as invalid. Even if the label caused confusion, it is perplexing that the tracking department did not utilize the case I opened to ascertain the original package destination, rather than automatically redirecting it based on an outdated label.Business response
29/02/2024
Dear ********* ******,
I am very sorry to hear about your recent experience with Purolator Inc., and, as such, please accept my deepest apologies for this issue. We are committed to doing the right thing, the right way; and from what I can tell, your experience is less than what value for our customers. I have looked at the PIN; but I will need more information in order to assist. Please let me know if you want me to call you or we can do this by email: **************@*********.com
I look forward to conversing with you, thanks!
Regards,
***** ******** BA, MA(PHIL)
Client Support Specialist
Tel ###-###-#### Ext: 71136 | Fax ###-###-####
www.purolator.com
Connect with us:
******** | ******* | ******** | ********* | Mobile app
Our goal is to deliver quality customer support and we welcome your feedback. Tell us something good we’ve done or what you think we could do better.
Simply send an email to: *****************@*********.com
We wish to thank you for your feedback.
Notre objectif est de fournir un soutien à la clientèle de qualité et nous apprécions vos commentaires. Faites-nous part de ce qui a été bien accompli et ce qui doit être amélioré.
Il suffit d'envoyer un email à: *****************@*********.com
Nous tenons à vous remercier pour vos commentaires.Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are home the whole day. And they said it’s failed delivery. My camera recorded this: The delivery guy parked his car near my house. He did not bother to get off car ring the bell to check if we are home. He sat in the car and left in 2 mins, the marked no one home and failed delivery. It was on my regular working hour (at home), I did received 2 unknown phone calls without voicemail. I don’t know if it comes from the driver or other spam calls. This is highly unprofessional, at least the driver should get off the car and ring the doorbell to check if people home instead of sitting in the car calling customers without voicemails.Business response
01/12/2023
Hello *****,
I am deeply sorry this happened to you- I would love to learn more about your recent experience with Purolator Inc., would you like me to call you or email. I will let you decide. I will await your response, thanks!
Regards,
***** ******** **
Client Support Specialist
Tel ************** Ext: ***** | Fax **************
www.purolator.com
******* **** *** ******** * ******* * ******** * ********* * ****** ***Initial Complaint
16/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Purolator runs logistics for **** Canada ** ***** **** * **** ******* **** ********. They are in possession of my personal keys that were accidentally sent there with a **** return. I have provided a ***** label to return these keys to me. Despite doing so they have not returned my keys. I have reached out to their logistics team by email and received no reply. Please return my keys!Business response
21/03/2023
Dear BBB,
We have received the complaint notice in regards to ********, we will be looking into it.
Mathieu L.
Client Support SpecialistCustomer response
21/03/2023
I am rejecting this response because, it fails to address the nature of my complaint!
Sincerely,
***** ***Initial Complaint
16/06/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had placed an online order and had payed purolator for express shipping for my package to be expected delivered on June 4.my order was place may 28 and did not get picked up for 5 days from the seller and still has not came. I called up purolator and they said that they handed my package off the a third party carrier and now it taking 2x longer to for my package to come after paying for express shipping.Meanwhile the package is coming from Toronto to Kitchener Ontario saying I won't get the package tell June 11 saying it will take up to 4 calendar days would would make it Tuesday june8 .when I come confirmed it with them they said weekand don't count.well weekand are calendar days.while business days don't include weekends. Explain that to them and they still don't want to help fix there problem even when I state I payed for express shipping for Purolator to ship the items and not a third party courierBusiness response
28/06/2021
Business Response /* (1000, 5, 2021/06/16) */ Purolator will reach out to the customer to resolve
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Customer Complaints Summary
39 total complaints in the last 3 years.
15 complaints closed in the last 12 months.