Purolator

Today, I went to the branch to pick up a package (the one that was supposed to be delivered to my home but wasn't, so I had to go and retrieve it). The person who assisted me was not aware of the delivery policies outlined on the website and rejected my methods of identity validation, despite them being accepted according to their site.

This situation is bewildering and frustrating. Now, I have to wait for Purulator to decide on the delivery, resulting in a significant loss of time.

I hope this situation can be addressed because it is unacceptable to have personnel working at the branch without sufficient preparation.

The pink hair employee was so helpful with locating my package. She’s very patient, will definitely come back again to get service from her!

The employees at this location need better training as their attitude has negatively impacted service quality. Additionally, the driver failed to buzz and instead left a slip and a message claiming I was not present.

Pleasantly surprised at the friendly service however my return has not been processed yet - it was almost 1 week ago and it was an Amazon return and done as per the directions for returns. I watched the lady scan the QR code so I figured all was good.
I check daily on my Amazon account and nothing has changed.
It only shows me initiating the return and nothing more.
How can I find out the status without any paperwork?
Thanks.
Jill Fleming

This place is so nice. Barb is was so helpful, friendly and very informative. She is perfect example of customer service. She need raise definitely. Keep it up this way.

Just came out of the place, wanted to give this 5 star, because lady in the counter was wonderful, engertic and is bringing smile to everyone.

I was simply coming in to drop off a package and was shocked to find the best service I've received in months. Barb is a breath of fresh air in the service industry. Happy, bubbly, multi-tasking and loving her job.

Why you guys never deliver any packages. Always have to come to your office to pickup the deliveries. Never contact the owner, just update the status to "receiver not found so try again". This is not the one time accident. This happened several times and it is not the address problem also. You guys came to our condos and left without contacting us. Very bad.

Very nice customer service, the lady (possibly named Barb) helped me thoroughly. Kudos to the team, keep it going!

The woman at the counter is so nice and helpful. Like above and beyond! She makes the process easy and pleasant.

I don’t normally leave reviews, but I had to leave one for the wonderful service I received from Barb. I came in on Wednesday to pick up an item that was shipped to this location and she was so kind. You can tell she likes her job and has wonderful customer service skills.

I left with two boxes and even though she was on the phone when I was leaving, she was kind enough to open the automatic door for me.

I wish everybody in customer service was like her!

Excellent customer service! They were patient, informative and kind even calling me by my first name (it was on package) made it an easy experience because I was kinda nervous (I never returned a package before)

Great service and location. Was able to do a quick drop off of a parcel at this location and leave with no delay.

Awful. I am sure their rules are in place for a reason but the sender misses one letter in my address so they did not deliver the package. They had my buzzer. They could’ve ask. But nope. So I asked if I could pick it up. They said no. The address needed to be verified by the sender. So I needed to contact them to fix it. So a mistake on the sender (rogers) end made them hold my package until the sender fixed it. Terrible. I have my ID. That should be enough.

I was told that Black Friday abundance of deliveries was causing delays. They could not guarantee next day service. I took a chance, and it paid off! 24 hours later, my friend got the package I had sent!

Only place in town that was able to handle my request of 3 different shipping labels - great service and patience. You have gained a customer!

I never thought I would write a review for Purolator but Barb was truly such a joy to deal with and made the process so easy, and my package arrived less than 24 hours later. Would definitely go out of my way to return to this location.

Putolator is Very bad and not resnable
If thete is -5 rate to be used I would choose it for them!

These guys are amazing. They are helpful courteous don't hesitate to help u tapr a parcel with out charging you for a piece of tape like ups or to print a label. Great service

Very good customer service, I had back surgery so I wasn’t walking very good, although they were busy I was asked if I needed help with bringing my stuff outside to my car. I would recommend this location for good customer service.

There is specifically one lady, who’s a little older that works there, who is the FRIENDLIEST person I’ve ever spoken to! She always has a smile, and is super upbeat. It’s such a rare quality in a person these days, and 100% the reason I only come to this purolator!

God bless her haha

The Purolator at 470 highland road, This by far has been the best customer service we have experienced since our move. We have moved from Florida to Kitchener in the last six months.
The team member who works days is outstanding with her interactions with her customers. She has gone out of her way to help with questions regarding packages.
She should be Purolator preceptor for customer service team members. Thank you for making our day with your smile and kindness.

I’ve only been into the store a couple of times and first thing in the morning (most recent visit being today - Aug 26th). The staff member that has been their both times was super friendly and helpful. She was a pleasure to deal with and I will definitely continue to come to this location based on my experience with her.

When I drop my package at this location
For some reason, I lose the refund.
People here don’t provide any acknowledgment that you drop the packets.
Careful folks

I kinda found it a difficult experience.they said they came to my house a day I was home all day and I have a dog that barks at everything so I kinda found that annoying I had to go pick up my package. But on a good note I received my package. Lol once I went to go get it. They said they sent me a text.but with all the scams going around saying they were Purolator you never know what's true and what's not. I would of rather an email

I had a truly bad experience with Purolator. My package was not delivered, the driver did not make an attempt to deliver as I work from home and no slip to pick up is given. Purolator support claims that they are not allowed to release the package with my name on it to me. I have to continue to wait for the package to maybe be delivered in the meantime and left without what I ordered. This is very important to me, I had the tracking details open on my computer all day and say the update that attempt was made 5 mins after it was considered not delivered. The customer service was not able to give me a answer on how I will receive the order I made.

After insanely complicated stressors with a vendor, the manager Barb at this location absolutely saved the day and made my whole week by making sure I got my package so that I didn’t have to bus across town to pick it up. She handled the situation with so much care and empathy, thank you Barb! You deserve a raise! ️

Numerous packages have been delayed, for various reasons including weather (when I saw the truck drive right past my house with blue skies), routing issues, and mechanical issues to name a few. Unfortunately customer service can only say it should arrive soon, day after day.

Questionable behavior by some staff members refusing to scan package and give receipt of drop-off. What stops them from claiming they never got the package if they just decide to take my package home.

Really shady approach towards accountability, continuity of tracking record. Of all other business, I'd expect a shipping company to understand the value of maintaining continuity of records of possession.

Not sure if they audit their practices as the agents who refuse receipts claim this to be standard practice while no other purolator office or FedEx office or post office refuses receipt acknowledging a drop off.

Time to return to the basics

They had my return lable printed n ready by the time i got there and was out in literally 2 mins.kudos guys…

Ordered something from an hour away one month passed by still no shipment horrible organization will never use them again I was better off going there my self and picking up the parcel.

Products not delivered on agreed upon date! Refusal to make it right and offering no explanation as to why delivery is late.

Edit: after reaching out to the customer service email provided the service I received was even worse. They blamed improper packaging which their agent did. They took my items out of the bubble mailer provided, repackaged them IMPROPERLY, and are now holding me responsible for their own packaging job. Never use this place absolute incompetence and of course no refund because somehow this is my fault that their employees can't do their job properly. Unreal.

Paid for next day shipping within the 4pm cut off time and the package still has not been received almost 48 hours later? Complete rip off.

Very friendly and smiling clerk. I was looking for information on another delivery company, and she helped me to get the information. I reccomend using this location at Highland and Westmount

Barb is the most kind post office worker I’ve ever met! She honestly made me want to continue to use Purolator for every shipment I can! ️

Quick, efficient, and friendly staff! I didn't catch their name but I'd also like to particularly highlight one of the staff that works mornings.

The lovely lady, who was working today, went above and beyond to help me at the store. After being injured and finally being able to make it into the store but very limited mobility, I made a mistake with a label, this person helped and corrected my mistake. She was so kind, and she and she alone is the reason I will be coming back to the store. Best customer service I’ve had in a long time.

Update! Was back in today, and I messed up the delivery service for a return. They helped me lift back in the truck and printed a new label for me, for their competitor. Same lady and a gentlemen. Legit this is what customer service should be! Both were amazing! Cheers
Update feb 8th 2022.

Very clean, awesome employees and quick shipping at affordable margins. But the best part of this place is the employees, I met a very kind and thoughtful person who helped me with shipping and return labels, it was smooth and fast. On the other hand it's a bit hard to find if you are using GPS as the sign isn't too big.

I went there in a rush, I was late for an important appointment. So I wanted to finish it quick, I was panicking too about the time, but the lady in Highland Purolator, made me comfortable.she was very calm, very professional too. I am happy about the service I received today.

My first experience at this Purolator store was great. I just needed to drop off some equipment boxes from a previous work. The service to receive my package went really well and they friendly staff. I was very happy.

Paid $100 for pickup and drop off service, guess what the pickup guy leaves a min after calling and saying he's in the lobby. Such a waste of time and money, i wish BLS office had an alternative option.very poor service from puralator. Called the guy 15 times but he didn't answer, saw the truck leaving in front of me. Very frustrating. Now after paying $100 for services, i have to take few hours off from work (25 mins drive) or waste my lunch just to drop off the package. Terrible service, very disappointed from puralator.

Quick service and really helpful staff. In and out of the store in flat 90sec to drop a package including time it took them to print and stick the label on the box.

Unlike UPS, if you have a digital prepaid shipping label they print is for you for free. UPS please take a note.

Drivers come during hours i said i wouldn't be home to receive. I had to go pick it up. No note left anywhere and pkg was not left where instructed. I doubt they even came here.

Several times i wanted to go to the office and pick up the package, they didn't do any attempt to deliver at home, no note no nothing, I found out by the tracking number that it is there. First time it was okey for me, but second time I payed extra money for express delivery, even though i wanted to go to the office on the last day of keeping the package in their store. They need the code to enter the apartment, but they don’t have the policy to call the customer when they arrive at the location.

So irresponsible and poor service. They don't even contact, when they arrive. I wasted my whole day because of their carelessness.

The lady who helped me pick up my package was professional and yet still friendly. Most enjoyable customer service experience. I have a experienced a better customer/employee interaction here in comparison to the competition. Perhaps if other customers are having an unpleasant experience, perhaps it is in their approach. Covid burn out is a trigger.
Thank you for a pleasant transaction, thank you for hanging in during Covid. You are doing an amazing job.

My experience was good with this location, within 2 minutes I dropped my parcel and get my tracking number.

I have yet to receive a single package from Purolator on the first attempt and I work from home all day with my desk facing my front window. They give the most half-hearted attempts at delivery and are the only shipping/delivering company this consistently happens with. Expect the bare minimum from Purolator.

Stopped in to change my address and window barcode.very friendly service and all done quickly and efficiently! Traded in my older barcode sticker.she hadn't seen one of those in quite some time! Lol
So much better to do this in person than to grow a cauliflower ear trying to get through on the phone. Keep up the great service.it does not go un-noticed. Have a great day!

I don't enjoy having Purolator deliver to me. This is only because their pick up point here in Kitchener is far away even by car. Overall friendly staff

Very rude customer service at this location, not helpful at all. I called today around 1050am EST ON 23Feb2021 and lady drop phone on me without helping me

The lady at counter was quick to deliver my package but a single smile good morning good bye should be nice. At 11.30am she was as if already tired and wanted to be elsewhere

Now my overall bad experience with purolator. 1st they delivered my order at my neighbor's address. 2nd bad experience for another order is when I received a notification that they tried to deliver my package and no one was at home but I was at home the whole day waiting for the package. I called their customer service and lady on phone said they will deliver next business day at my place. But crazy I received a notification that package was dispatched at their counter and I have 5 days to go and collect there. Definitely each time I see Purolator is in charge of my delivery, am more than worried

Excellent service. Barb was so helpful, quick and nice. Wish there's more people like Barb. Purolator 470 Highland Rd West. Highly recommended!

Service is okay but they needed my signature for a $40 package. Wasn't home so had to collect it the next day. I thought only expensive items need a signature. It's was just annoying.

Worst courier service in the region, surprised they are still getting business. Messed up my orders in the past but this time was absolutely unacceptable, no knock on the door, no delivery notice posted. Just changed the tracking status to 'delivery attempted'.

The two ladies working there are unprofessional and not helpful at all. The actual delivery services barely knocked on the door and had to go this god awful location. Hope for the best and expect the worst when going here:)

I am trying and waiting for the package for a week now, the driver never calls or try to contact. I literally saw him enter the building put a note and went back to his truck. If he can put a note in the building why not deliver to the aprtment or atleast call and ask to grab the package like Amazon! I literally hate this service. Never go for purolators as these guys doesnt have a place to leave feedback, or atleast take actions again the drivers who doesnt deliver. I need mg chair so badly, my back is going through trouble and not i have to grab the chair from pickup point in next three days. Today is 11th December and now i have to wait till 14th. I hope this message will guide people and opens purolators eyes regarding customer satisfaction!

My package was shipped a week ago and it is still not out for delivery after 7 days. Customer care said there is a trace specialist on my case yet I haven’t heard a word from the specialist either.

Tracking info says I should pick it up in the morning so I left at noon. Turns out the driver picked it up for redelivery so I missed it for no reason. Awful system that outputs incorrect information

I picked my package up very quick. Just had to show my ID and proof of address. The service is great!

I was expecting to receive a package and from the reviews here I knew they don't bother to knock the door and they just stick up a note. I was prepared and was watching the door from my room. When they came they tried to stick the note but I opened the door and asked the driver to give me the package but he refused because he already wrote the note! It seems fishy. I don't even think my package was in the truck. Apparently for some reason, they only deliver notes so you go and pick up from store.

The young lady was Very helpful, She welcomed me when I walked into the store, and said have a nice day when I was leaving.

Great people especially girl named Caroline she was very friendly and knew a lot about the business she represents.

Spoke to a female at this location about a delayed package that should have been here two days ago and talking to this woman was a waste of time and so because she didn't know how to do anything she attempted to transfer me to the call center and dropped the call, just another mental midget moron getting paid for a job she can't do

Didn't even bother delivering my package. I got an email update that it was dropped off at the store front after it closed

Absolutely the worst delivery company I've ever dealt with. I got a call from them saying my package was "undeliverable" and when I tried to call them to find out why I sat on hold for 45 minutes before I got fed up and hung up! Every attempt I have made to contact them since then has gone unanswered and I have not received my package.
0/10.
DO NOT USE THIS COMPANY.

Extremely rude, horrendously condescending, and they choose to yell for no reason when asking them questions. This is the WORST customer service I've EVER had ANYWHERE.very large lady working behind the desk that bullies the customers. I'd highly avoid shipping anything here. EVER

I got a call from Purolator Kitchener, saying that I had to go to their store (yes that's correct they only offer one pickup location throughout Kitchener) to pick up my package. When I complained about not receiving any calls, the person on the line told me that drivers don't bother to call when they cannot enter the building. Apparently they just stick a note on OUTSIDE of the building. Our conversation did not go well and in the end the RUDE lady explained that they will return the package to the sender and HUNG UP ON ME WHILE I WAS TALKING.

I've had no choice but to use these guys four or five times over the last 3 years. I have yet to have a good experience with purolator. First time, delivery "attempt" was made (my cameras show driver just tagging and running). After a round about trying to get my items my signature required parcel was left in the open in front of my house with no notice to me that was happening. Other instances, ridiculous hours for any working person to come collect anything. If the couriers actually knock on a door, I would haven't had as many problems. Now I have to wait til after work, after the long weekend to get my business critical parcel. I avoid purolator every opportunity I can, but when I have no choice i buckle down for a ride and hope they spit on the tip first.

They didn't even call knowing that I live in an apartment. VERY terrible service. I just got the notification from 17TRACK that they attempted a delivery. They never even tried to contact anybody on the Buzzer outside the building. The deliverer just stuck the pick up paper on the outside of the door, not even bothering to at least call. This is the second time my order had to go through Purolator and I absolutely despise it. My sister called the number on the paper to see if we could've gotten the package today.

Reviews are just opinions at the end of the day. But if they mean anything to you: stick to UPS, Canada Post, INTELCOM and any other company besides this. If you live in an apt, they will do everything they can to find an excuse NOT to deliver it to you. You will need to waste your gas and risk your health during COVID to go and pick the order from their store. Just my 2 cents coming from experience. Take it or leave it

I was received with a warm smile from Barb at the store this morning! She made my day and think everyone should have a bit of her.go to the store and receive exceptional service from her!

They deal with people like animals especially the old lady she start to yell at me for no reason, i asked her to speak nicely, she went to the back room with no respect even I run a business in the next plaza, and we always get our shipments by Purolator, no customer service period.

I got a package that was not for me, the number was wrong. Tried to call the number on the package. Forty five minutes later I am still on hold after they said the wait would be 10 minutes. Very unprofessional and now my day is wasted trying to do the right thing! Still on hold, what the heck! If they can not read numbers why are they delivering!

Awful they will say they tried to deliver your package but they didn't. They will say they called you to let you know your package is at their store but they never call.

After spending 40 minutes in queue they said they are close they won’t help anybody there were 12-15 people. That ridiculous

The delivery guy was so lazy he wouldn't even ring the buzzer in my apartment building to let me know he was here with my parcel! I called the 800 line and was put on hold forever. Bottom line is they don't care about their customers. Find another carrier and save yourself some time!

Won't deliver to our farm because no one is there to sign for it (and long lane way) and won't deliver to our PO box which is inside a postal outlet (open 8 to midnight). UPS will, FedEx will, Canada Post will. First question I ask every vendor now is 'do you use Purolator? If that's my only choice then I won't do business with you'

Lined up for over an hour without any updates from staff and eventually told to go home because they are now closed. If you can't accommodate customers in line you need to tell them so everyone isn't wasting their time.

Just got off the phone with a woman at this location at 3pm April 30th. I could not believe how rude she was. I asked if my package was there for pick up as I had received a call stating my package was dropped off at Purolator location. But I wasn’t sure if it was here, or in Guelph. She would interrupt me in mid sentence, then raise her voice to almost a yell. Before she hung up on me, without apologizing or saying goodbye I may add, I even said to her “There’s no need to be rude”. Then click. This was the worst experience I’ve had with any company in person or on phone. Disgusting service.

If you live in an apartment building, they will NEVER ring your buzz number. They are too lazy. They just leave a slip on the door stating "We have attempted delivery, but, were unsuccessful", and then you have to wait an additional day. I would not recommend using this place. Honestly, UPS is the way to go.

Visited this location twice and both times the customer service was awful. The women with short hair and has a bit of pink in it, is so ignorant and unpleasant to deal with. Made it very uncomfortable to even be in there. From looking at a few other reviews it seems there are also other complaints regarding this same women. Management of this Purolator should do something about this. She definitely looks like she hates her job.