Purolator Courier Ltd. - Lack of Service & Refund Request - Mississauga Ontario

On November 28, 2013 – I placed an online order with NCIX.com and selected Purolator ground shipping (estimated 2-6 days) at a cost of $16.41.  Due to lack of stock at NCIX the shipment was shipped on three different dates.  I would like to draw your attention to my experience with Purolator attempting to retrieve the final package in this shipment.  I feel that the amount of time and effort that I have invested in actually trying to get Purolator to delivery my package is completely unreasonable.

Package LKD100358281 is picked up at 8:35 am by Purolator on December 13, 2013.  I follow the tracking number and expect delivery on Dec. 18, 2013.  Delivery driver does not come, and no notice of delivery attempt is made.  I check the online tracking number and note that the package is delayed “due to missed delivery.”

I have part 2/3 of my shipment to pick up at the depot so I decide to drive across the city to pick them both up.  I am able to pick up piece 2/3, but I am told that that the driver “just didn’t get to my package” (Tracking# LKD100358281) and that the freight cannot be accessed for me to pick it up.  I was assured that they would try again the next day. 

Knowing that I wouldn’t be home on Dec. 19, 2013 I inquired if I could pre-sign for the package so the driver could just leave it at my home for me and negate the need for me to drive all the way back to the depot again.  I was instructed to create a note for the driver with instructions on where to leave the package, the tracking number, date, name and signature.  I prepared the letter late that evening and attached it to my mailbox for the driver and went to work.

Returning from work on Dec. 19, 2013 I noted that the note hadn’t been touched, that there was no parcel, and again no notice of delivery attempt.  On my answering machine, I received a message that the package was waiting at the depot for me to pick-up.  I attempt to call Purolator but the offices are closed.  I decide to send Purolator a message using the Contact Us feature on the website to attempt delivery on Friday Dec. 20, 2013.

I receive no response to the web submission, so decide to call Purolator at 7 am on Dec. 19, 2013 to request the package be delivered today.  The agent explains that “This should be out for delivery today.”

I am hesitant to believe the agent – I ask if she can make sure that package goes out, or if I can call the Regina Depot directly to advise them to get it out on the truck.  I am told “No” on both accounts.  The agent explains that “scanning is only updated at 10 am local” and to “please check the scanning at that time, and if it’s not on vehicle for delivery please contact us.”  I make the point of asking the following as confirmation, “So I wait till 10 and see if the tracking number shows that it got put on the truck or not? And then call back if it didn’t.”  The agent’s answer is “Yes.”

At 11:20 am, on Dec. 19, 2013, there is still no change on tracking number.  Call Purolator, the automated message system times out after quite some time and the line goes silent.  There is no indication that I am still waiting in queue so I hang up and try again.  I repeat this procedure twice more before deciding to wait a full 30 minutes in silence with the hope that the telephone system is actually keeping me in queue.  At the same time, I decide to attempt to use the live chat feature on the website.  I receive a message something along the line of “attempting to contact agent.”  I wait 11 minutes before I start to believe something might have gone wrong and decide re-attempt a connection.  I receive the same message, and it is another 21 minutes before I am connected with an agent.  I provide the tracking number and explain that I had been told to call back if the package hadn’t been placed on the truck for delivery.  The agent tells me that she “can redeliver it for Monday or leave it as available for pick-up.”  The agent explains that “a redelivery is a request and the depots cannot always honor them, especially this time of year when there is an abundance of freight.  I have no way to have this out for delivery today.”

Redeliveries are a request?  How about a FIRST delivery attempt?  Exasperated I inquire about a refund for the shipping charges.  Surely a company like Purolator must have some sort of service guarantee?  The agent explains that ground shipping doesn’t include any service delivery guarantee.  I ask if Purolator has a “complete lack of service” guarantee.  I have done everything I can possibly think of to get Purolator to do what they have been paid to do.  I arrive home on Friday evening and receive a message on my answering machine that my “package has been found and is waiting for pick-up at the depot.”

I am incredibly frustrated with how I have been treated, how Purolator doesn’t appear to care, and how I apparently have no recourse as a consumer in this matter. I certainly understand that this is a busy time of year, but I expect Purolator to maintain a certain level of service to its customers.  I hope that this case provides insight into areas where improvements can be made.  I have filed a complete report of this incident with the online consumer website Ripoffreport.com.  I will consider a refund of $16.41 a resolution of this matter and will be happy to update my report with Purolator's response.