Purolator

Worst delivery company! I avoid purchasing anything through a company that I know uses Purolator. They don't come on the days scheduled or just don't bother buzzing when I'm at home sitting there waiting for them. They just leave the stupid note saying it's at the depot over an hour transit ride away. It seems to happen every time! What am I paying for? 1 star for the kind customer service reps on the phone.

CS via phone are polite, but nothing much they can do to get your delivery on time. 20mins to wait on hold to chat to a real person.
Not the first time, you are almost guaranteed getting a doortag instead of your package delivered. Random status updates on tracking after "first attempt", status then changed to "address correction required" (but the doortag notice was delivered to my door without any problem 2 days ago!?) Ok, gave up on reschedule delivery, the request for pick up didnt speed up the process either. Couldnt even pick up next day. The package arrived at this facility for a week. The YVR depot has serious staffing problem.

Update 2023:

It is shocking how bad this company is at delivering parcels. I’ve once again been given the run-around with delivery drivers faking delivery attempts and saying I’m not home when no truck has even arrived. Customer service was shocked that they wouldn’t simply use the buzzer as had been instructed, yet this is the case every. Single. Time. I cannot stress enough: DO NOT USE PUROLATOR. EVER. FOR ANYTHING.

This branch of Purolator consistently has problems processing, delivering, and handling parcels. Everything that comes through there for me, be it from overseas or Langley, is delayed by AT LEAST several days. A few delivery people have been rude or careless. This is the only branch I’ve had this type of experience through; Purolator is perfectly fine in other locations across BC and Canada. Prepare your loss claim forms if you see a package get routed through here.

This is the worst company, do not use! Anytime I have had something delivered to my home requiring a signature, they just leave the "We're sorry we missed you" slip, they don't even knock or ring the doorbell. Has happened multiple times.

Really disappointed with the service.
I allowed the driver into the building once he pressed the buzzer. Then there was nothing but a note on my door request that I pick up my package from the airport location, which is totally unacceptable, there are closer purolator locations. Why do they not provide the option of a second delivery? Or picking up from a location which is closer.
This is the 2nd time I’ve expected a delivery from purolator and disappointed both times.

Such a horrible service. Every time they just leave a sticker on your door without calling you or using a buzzer code. And then I will have to pickup all the way in Richmond. All companies should avoid using this company.

I hate this company so much. Every time someone chooses to send a package with this company it ends up stuck out at the airport.it costs be $40 to get there and back. It says on the website open until 8pm, although upon being in front of your door at 6: 30. It was locked. I have been there twice and not able to receive my package. I sit at home Monday-Friday 6am-6pm working, there is no reason you can't deliver my package to me. You are stuck in the past, please do better, this is 2023. I shouldn't have to "drive" to "pickup" my "delivery". 608519626154 is my tracking number if you wish to do something about it.
Im sick of dealing with your stupid automated phone messages, cheap chat bots on the web site.
I am at home, deliver my package. Do your job. 0* worst company ever. Amazon take my money.

Place itself is good, fast, and orderly. However, the delivery service is not. Whenever Purolator is used as a delivery service, I don't remember the time I get them at home, but always have to pick them up in this location. My deliveries are usually huge, and if I did not have a car, there would be no way to get them.

Worst service. Won’t get your parcels even with all the proof in the world if you don’t have your name and address on the same physical document. Lease agreements are useless. Purolator says “it’s not a parcel, it’s a promise. ” I say “it’s not a parcel, cause you’ll never get it. ”.

Worst delivery company I've ever used in my life！！！！Fking bad service！！！Never trust this company！！！！It should go to hell！！！

Spoke to Olivia, I believe she is one of the phone line agents, who was extremely helpful, informative and effective in helping me figure out the location of my parcel. She was able to organize the pick up location and ensure the process would go smoothly. Very fortunate we spoke on the phone. Thank you

Drove all the way out here only to find my package isn’t actually here. It’s “probably” at a different Purolator location, despite my slip saying it’s here. They tried calling that location but, of course, no one answered. Still trying to find my package.

I’ve lost count of how many times I’ve been disappointed by Purolator. They are BY FAR the worst of the worst. It blows my mind that this company continues to exist.

After picking up my parcel, I cannot start my car. The staff there was very helpful in jump-starting my car with their own cable and car. A big thank you!

Absolutely terrible service, my delivery arrived in Vancouver multiple weeks before I was told it was ready to be picked up, they never gave me a "sorry we missed you slip" or anything. I ended up having to drive an hour away to get the package from the sorting facility, would have been less driving if I just drove to Chilliwack to buy it in person instead.

They were so nice here and took the time to go in the back and find my package for me. Very good customer service!

Order from Dell
Purolator said they attempted delivery but didn’t. I was home all day and No slip.
Took 7 days in addition to 7 days waiting to release package for pick up at the airport depot (30 min drive each way).
Go to pick up and box badly damaged.
Drove home and trialled item and severely broken.
Return to depot with no real solution other than they will send back to Dell and open a file.
Phone Dell and they will send another package in 8 business days through…. Purolator again.
I’d give purolator a -100 if I could. They simply should not be in the delivery business.
Restitution should be provided for 2 days wasted and gas money.
DO NOT USE PUROLATOR.

Terrible service. Left a note without knocking or ringing the bell. Had to drive all the way to the location to pick the item. Wouldn't handover the item even after showing a valid photo ID saying the delivery address doesn't match.

The driver arrived without any calls, just stick a notice and left.zero star if possible.

-UPDATE-
Have been talked to their customer service for three days to see if I can pickup the item. Each day their agent told me the request has been sent. But just now, the agent said none of the request has been put into their system. I then asked if my request can be treated as an urgent order. Out of a sudden they just disconnected my chat.

The service is really bad, The driver didn’t deliver my package, , Drivers are rude and stupid, And there customer service (call centre staff same, rude, unprofessional and not helpful at all listing as well

Worst service by a delivery company.

If you're getting a delivery by them they expect you to be at your house for a 13 hour window for them to deliver if you're not there they give you one shot then you have to go pick it up at the airport.

Requested a redelivery, for the same week, confirmed, then no, contacted their customer service probably 10 times in the past 2 weeks. They never seem to know when their product gets delivered, no timeline whatsoever. Every time I contact them they give me a different story. This company can’t be trusted, they don’t know what they are doing.

UPDATE 08/11/22 - meant to be redelivered today after countless phone calls. They left a « we’re sorry we missed you » note. When in fact I’m at home. No one pressed the buzzer nor called my phone. Well done Purolator.

Dropping off amazon returns is fairly straightforward here-there is a truck outside the building which collects your drop of item. The only difficulty is getting to the few drop off stores. Here's hoping that Purolator will be opening up more of these locations all over the city.

Don't deliver packages home. After contact to service send you here, but you package is not here. After their researching where is package, they finding it somewhere on another side of the city. Already 4 hours I'm trying to find it. Horrible delivery service!

They attempted delivery on Tuesday evening, which I apparently missed and now the package has been sent to the depot which is like an hour & a half on transit. It's ridiculous that they make one delivery attempt and then send the package to the most inconvenient place possible. Terrible company.

Absolutely brutal customer service. I specified for the package to be delivered during business hours (standard Monday to Friday 530am to 430pm). Driver tried to deliver on Saturday at 5pm. Called me and basically complained that I wasn't there to receive the package. What? It's literally on the delivery instructions which he acknowledged he didn't read. Now it's sitting at the pick up Depot in Richmond where I cannot pick it up due to its size. I will have to rent a pick up truck for 40$ just to pick it up. When I called to ask for another delivery, I had to wait on hold for 45 min just to speak to someone who then told me it's not possible to schedule a new delivery? Terrible, terrible terrible

Edit: I bumped it up to 2 stars because the ladies at the counter when I got there were extremely nice and helpful

Service was friendly and fast to pick up my package. They knew where it was and they were quick to retrieve it.

Absolutely the worst courier company I have ever used. And never by choice. Companies I purchase from will use them. I guess they must be cheap. Drivers rarely attempt delivery (but claim they did) and don't leave a pickup slip. They expect you to drive to YVR and get it yourself. The automated customer service phone system is beyond frustrating. And live support is as indifferent as the automated. Seriously, shockingly bad. Pick any other courier. You have been warned!

I’m usually not one to be impatient or angry but this place brings out some major demons. I’ve only ever had bad experiences with purolator. I’ve been urgently waiting for a package only to receive a day late that my address “doesn’t exist” (I wonder where I live then…). After I changed it with a representative I received the same notification 2 more times. Again calling another representative and waiting 40 minutes they told me that it changed Monday and they can’t do anything. I paid for express shipping.

If you have any other options you should opt for them as they can't possibly be worse than Purolator.

Edit: They have further delayed my order due to yet another mistake they made. It will now have taken them at least a week to deliver an "expediated" order less than 15 km. They won't even allow me to pick up the order instead because they claim it has been assigned to an agent they cannot identify. I have talked to three different agents over the phone and each one has given me a different story.

Absolutely horrendous service. Not only do they ignore any notes in the system, but after having rescheduled my delivery twice because they didnt even load it on the truck, they lied about contacting me. The drivers here cant do their jobs properly.

Why is everything re-routed to the airport when delivery is supposed to be in Vancouver? ! There's a Purolator drop off in Vancouver which would be much more convenient for those of us who live in the city. I have had more than 1 delivery where there wasn't even an actual attempt to deliver, just a note left on the front door of the building. I them had to make my way to the airport to pick up my items. I wish there was an alternative to Purolator because the service since the pandemic is atrocious. The reason people have things delivered to their house is for convenience and Purolator makes things more difficult

I really wish I had a choice whether I dealt with Purolator or not. I have furniture that is supposed to be delivered by them. It is extremely difficult to reach them and almost anything I've had to have delivered by them I have to pick up at a far away location? Now I've been on the phone for over an hour trying to get this package delivered to me, why does no one answer the phone? Please improve your customer service.

After few days of waiting and several calls at the customer service they told me at first they want me to reschedule the delivery, then my shipment could not be delivered because heavy weighted and after that they were not able to tell me if my package could be delivered or not even after speaking with a supervisor. I requested a stop for pickup and I load it by myself in my tiny car without any hassle. As customer I feel they do not care at all.

Lies about delivery attempts. Delivery drivers try their best to come at inopportune times when they have large packages to get around actually working. Worst service of any delivery service I've ever encountered in my life.

Signed and printed out a sheet to allow the delivery driver to drop the package at the front door and the delivery driver calls and says, "Sorry I can't accept that. Reason? No I can't tell you. Go drive and pick it up in Richmond. " A feel bad for the owner because they keep hiring these terrible and unprofessional employees. Don't worry owner who responds, I've already contacted customer support so you don't need to go to the template and add a response.

I spent nearly $1000 on a gift for someone that I was supposed to receive the next day. 3 days later without a call from Puralator, but through my own investigation I find that an address correction was needed. So we provided it. It's now the following week and the address correction I discover has yet to be updated. Trying to get my package to leave the Richmond Warehouse is like drawing blood from a stone. After reading other reviews I see that this is a common complaint. My suggestion is not to use Puralator if you want your packages sent expediently, or if you require some assistance without a runaround! My name is Sonya Lee Magraw Cassanell and if any of you are reading this I would suggest that you read all these reviews that point out the same problem occurring time after time, with packages needing address corrections, nothing being updated, people not getting prescriptions on time that could possibly be lifesaving. These are serious issues and from everything I can see there is nothing being done. I still don't have my package, and Best Buy may also lose a customer as well because they continue to use a service that doesn't hold up their end. IF YOU NEED YOUR PACKAGE ON TIME DO NOT USE PUROLATOR!

Bad experience once again I had no choice my pharmacist had to send either Canada post or extra for Purolator express I needed the prescription, and once again saying receiver is in accessible, that’s BS no one called and I was home all day. Call for re delivery before the long weekend, wait 45 mins on the line to find out they can’t re delivery Friday and of course they don’t deliver on weekend, so ended up I have to go down to the depot for pick up and I had to pay the sender extra thinking it would be quicker then postal service, ended up paying more and gas and trip down to depot.

I wish i could give 0 for how unproffesional the purolator drivers/service are. I had all the details for the delivery on the package. Driver never showed up, did not leave missed notification label and suddenly my delivery was missed because i wasnt available? I requested redelivery and same thing happend twice. These guys dont understand how important the package could be and what document it may be carrying. I will never use purolator courier services as they may ruin it for the person who is eagerly waiting for the package.

Honestly if I could give no stars I would do that. They're not even worth a star rating, this is the first review I have ever written and also felt obligated to write. I tried to update my address 2 times and had to wait for over a week for those changes to actually be registered, over that week I kept checking my delivery status daily just to see "address incomplete". I called Purolator 4 or 5 times to try and get a clear idea of whats going on but they proved to be just as incompetent as the delivery people, by the time the changes have been applied.they changed it to a pickup at Richmond's Purolator office which is extremely far away from the pickup address I set.

Worst experience I've ever had with shipping. I've spent 2 months trying to change my address with them (including them sending my package back one time) before I finally caved. Going to pick it up instead. It's been in the city for over a week and a half and my address still hasn't been fixed.

EDIT: I received my package the next day after being contacted by the company, however I'm now having the exact same issue with a second package, once again with the wrong address.

This branch of Purolator consistently has problems processing, delivering, and handling parcels. Everything that comes through there for me, be it from overseas or Langley, is delayed by AT LEAST several days. A few delivery people have been rude or careless. This is the only branch I’ve had this type of experience through; Purolator is perfectly fine in other locations across BC and Canada. Prepare your loss claim forms if you see a package get routed through here.

I submitted an official complain on their customer support phone line. I encourage other victims of Purolator to do the same. Starting now, I will also submit a complain every single time when Purolator messes up. Hope my small contributions will make them change their way; I feel like leaving a review here is like barking to a tree; they did not improve at all for years.

On top of that, I filed a complain to the sender. And guess what, sender received a lot of complain about Purolator as well and is considering "correcting the situation". Next time when BestBuy, Amazon, Nintendo, etc.send a package through Purolator and Purolator screws up, I will make sure to let them know Purolator makes their customer unhappy.

Below is my latest experience on August 21,2021:

I got a tracking number for my package yesterday, and when I saw it is Purolator, my heart immediately sank. I knew Purolator would screw up again this time, but I just didn't know how they will do it.

Purolator did not disappoint. Later today Purolator said "Address correction required - no entry code". No phone call, no text message, and not even a slip. Tried to use their virtual assistant to rectify the situation, it said it cannot do it; had to call customer support to make it ready for pickup.

This is not the first time it happened, starting at some point, my package deliveries have been polluted by Purolator. Purolator NEVER deliver on the first try, and I ALWAYS end up having to pick up the package.

I was told that they are starting to roll out the ability for the delivery driver to call the customer. If that is true, the feature cannot come soon enough ; the longer it is delayed, the more Purolator victims will suffer.

My husband specifically instructed to call when the delivery person is here as we might not hear the door knock. They didn't and left quickly by the time I cam down and opened the door. And their calling service is another nightmare. No one picks up or responds. Should be avoided at all costs
Update: finally after 30 minutes on wait I was able to talk to the executive and the delivery person came back to my house and delivered it. Thank you guys!

Their employee never call you even you stay at home for your parcel. The only way you want to get your parcel is to stand outside your apartment. And they are wasting your time, like told you they dont have entry code without leaving a note to let you pick it. They always waste 2-3 days time and you finally need to pick your parcel at Airport.

Buzzer code provided to Purolator. Phone number provided. At home all day. Just to see a note they miss me so I have to drive to airport to pick it up. Purolator is not a delivery company they are just note writing company. Save your money, don’t ever choose Purolator if you can cuz they never deliver.