The Epic Fail That Is Purolator
October 21st, 2008 by Michael Kwan
Do not use Purolator Courier. Use anyone else but them.
I wrote an open letter to Purolator last month, admonishing the quality of their customer service. It seems that absolutely nothing has changed since I published that post, because I have once again experienced the epic fail that is Purolator.
As you may recall, one of the customer service nightmares that I experienced with this delivery company involved a customer service representative who called me a liar. At the time, the rep said that I failed to provide a full address when I know that I did. It seems that Purolator is back (I guess it never stopped) to its lying ways, because they are once again claiming an untruth.
Since I work from home as a freelance writer, I spend an inordinate amount of time working from home. In this way, if a courier happens to come by with a delivery, there’s a good chance that I’ll be here to receive it. I may step out for a few minutes, but I’m usually here. If I’m not here, I expect the courier to provide a delivery notice so that I can follow-up with them with a second delivery attempt (or I can go down to their depot to pick it up).
Well, it seems that I missed a delivery recently. No big deal. However, I never received any sort of delivery notice, so there’s no way for me to know that they tried to drop something off. Upon following up with Purolator, the representative claims that a delivery notice was left on my door. I never got it. Even so, you would think that Purolator would either call me (if the sender included my number), try a second delivery (it’s unlikely I’d miss two consecutive attempts), or contact the sender to verify my information. They’ve done none of the above.
Sigh. It seems that these guys are pretty hopeless. Allow me to repeat myself, because I simply cannot stress this enough: Do not, under any circumstances, use Purolator Courier for any of your delivery needs. Don’t do it. Ever. The potential headache, which seems incredibly likely, just isn’t worth it.
Filed under Marketplace.
How many fails is this? I’ve lost count. We also hate DHL.
Canada Post Express FTW!
The horrible irony is that Purolator is 91% owned by Canada Post. The latter does a great job. The former does a horrible job. Then again, Purolator partners with DHL for worldwide deliveries, so that partly explains why both of them are so bad.
Apple stopped using Purolator likely for the reasons you have, they now use either DHL or UPS. I have had no problems with DHL, UPS or Fedex. I have however also had problems with Purolator.
They attempted to deliver my dell monitor early one monday morning, I was at school when they made the first attempt. I then called that night to ask if I could pick it up and I got “sorry, the truck isn’t back yet” – which I accepted, so I said to hold it and I’ll pick it up the next day which she said they could do.
I go down there the next day at 4pm or so and try to pickup the box, I get told it’s out on the truck. I come home to a delivery attempt notice on my door, and of course no one else was home.
I go down there the next day to attempt to pickup again, and I am told I don’t have sufficient ID and I’m not over 18 so I can’t sign for it.. wait, what? My full name is on the package, my address is on the package, I showed them my drivers license and they still wouldn’t release it. I had to get my mom to come down with me and pick it up. I’ve never had that problem with Fedex/UPS, I sign for my own stuff all the time. Same with when Canada Post delivers a package to my door.
Purolator is a joke, avoid them at all costs.
I’ve had the same thing happen to me. No notice, no call.
I even had one that came pre-9am…those unholy bastards!
Thats insane. How has UPS or FedEx not bankrupted them?
I’m not 100% positive on this, but I think Purolator’s rates are slightly cheaper than UPS/Fedex. They compete on price, not on quality.
Wow! Apparently they don’t look to see where their backlinks come from or they would have found your first post and given you special service…Luckily, I haven’t had to deal with them.
Best of luck getting the people you deal with regularly to stop using them and switch to a more reliable courier.
Either they don’t check or they see this blog (and me) as small potatoes. I think that if more people voice their opinion, they’ll take note.
Think that’s bad? At least they didn’t try to shove your package through the door. FedEx arrived at our business location before we opened one day. Instead of leaving a delivery notice (as they should have done at a business address) the courier shoved the envelope through the center portion of our double doors. I made sure the rep knew how upset I was – the courier could have easily damaged the door insulation (it isn’t meant for that) or set off our alarm. Plus, business correspondence is never supposed to be left without a signature. Oh well…
Purolator is also the official courier of the 2010 Olympics. Now watch them be late delivering the medals.
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Well I recently shipped quite a small and fragile package just a few weeks ago. Not only did it come on time, but in perfect condition. I have another package coming sometime today from them, so we’ll see how that goes. I’m sure now that I’ve written about it, it’ll all go to hell.
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Just to let you know with all courier companys these things happen. There are always two sides to a story. With regards to Purolator I know they do a good job. Following procedure and policy is all aparty of business. I would use Purolator in Canada any day. Thank You
Dear Concerned Customer
Here at Purolator we try to finish everything 110% everyday. We are sorry for any inconvenience that you people have encountered. With every shipping company there are flaws in the system and items have not been develered.
Sincerely
Purolator