Business Profile

Couriers

Canpar Express Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canpar Express Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

87 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:21/12/2022
Type:Delivery Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a package from **** ****** to be delivered via CanPar Express. Tracking number: D576005060000050161001 Reference number: ************* expected delivery 2022-12-10 I received a tacking update that Canpar attempted to deliver the package but was "unable to locate the consignee" on 2022-12-10. I was at home all day on 2022-12-10. ** ********* ******* ********* **** ***** ******** ********* **** ** ****** No notice was left at my building, neither on the door nor in the mail box outlining next steps or a location where I could pick up the package. I made repeated attempts to contact Canpar. I was automatically logged out of the online chat repeatedly despite accessing the feature during their office hours. I attempted to call Canpar but their CS line requested numbers which were not provided to me. Subsequently, I received another tracking update that delivery was attempted on 2022-12-19. Again, no notice was left. I was home for the entire day on 2022-12-19. The same message showed on the tracking system "unable to locate consignee". I am now told that the package is being returned. All contact I have received from Canpar has had no options of contacting them or responding. I have received absolutely no indication that delivery attempts were ever made aside from tacking updates.
Business Response
Date: 23/12/2022
Good Afternoon, I am showing delivery attempts made however the was no buzzer code on the shipment. The buzzer code was received after the shipment had been returned to the shipper. It was too late to intercept the shipment. Please contact the shipper for the refund.
Customer Answer
Date: 29/12/2022

Complaint: ********

I am rejecting this response because:
There has been no proof that delivery was attempted. No note left on the door, no notice of a second delivery attempt, and no option to pick up the package at a holding facility. The tracking history states that the package was returned to sender. This was done without my authorization. The tracking updates never confirmed that it was returned to sender and the latest update shows that it has been delivered to the wrong address.
Furthermore, I made multiple attempts to contact Canpar customer service after the first "delivery attempt notice" was issued. On 2 occasions, I was logged out of the live chat automatically with notice that I was outside of their hours of operation despite being within their hours of operation. I also attempted to call Canpar customer service but was asked for number which I was not provided with. It was not until after the second "delivery attempt" that I was successful in getting through to the Customer service, at which point I was able to provide the buzzer number. At that point, I did not feel as through there was substantial effort to intercept the package.
** ********* ******* ********* **** ****** ***** **** ****** ********* *** ****** ******* *** ******* ** ** *** *** **** ** ******* * ******** ***** ** * **** **** ** *** **** **** ************ ** *** ** ******* *** ******* ** ** *** ******** **** ** ******* **** ***** ** ****** **** ************ ** *** ** ******* *** ********
All we would like to resolve this is the delivery of the package in question.
Sincerely,
*********** *******
Initial Complaint
Date:21/12/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought gifts from ****. The vendor used CanPar for delivery. Tracking hasn't been updated for a week. No idea of progress for delivery of Christmas gifts. No ability to reach anyone for information or assistance. **** ** ** **** **** *** ***** *** ***** *** **** ************
Business Response
Date: 05/01/2023
Good Afternoon, we are showing this shipment was shipped on 12/23 and delivered on 12/29 due to holiday closures.
Initial Complaint
Date:20/12/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Package Tracking #: ********************** Multiple attempts to schedule delivery times and/or in-person pick-up due to my work hours being concurrent with CanPar's delivery times. Tried for over 1 week through their online chat service which after a combined 6 hours of waiting, still did not answer me. Sat on their phone waiting for customer service for 1 hour with nobody on the other end. At this point, I want my package returned to the sender so I can get a refund and order it through ******* *** ** ***** *** **** ****** ** ***** ******** ******* *** ********* ******** ******** ******* ** **** ***** You've brushed me off past your closing time of 3:00pm in my local time, *** ** * ****** ** ********* *** **** ******* now my family member will not receive their gift in time. * ***** ***** ********* ****** *** **** ******* ** **** ******
Business Response
Date: 05/01/2023
We apologize for the delay. Due to peak season volumes we experienced higher than normal calls and chats. I see that your shipment was delivered on 12/22.
Initial Complaint
Date:14/12/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracked shipping. 09-Dec 09:23am the package was with courier. 12:14 - message: no such address 12-Dec 09:43am the package was with courier. 14:04 - message: no such address 13-Dec 09:56am the package was with courier. 10:23am the package was with courier. Still do not have the package. If you ****** *** my address it clearly does exist and is readily found. I don't understand how a courier business can operate and not be able to locate addresses? How is that possible? * ***** ********* **** ** ***** ** *** **** **** ********* ** ********
Business Response
Date: 15/12/2022
Good Afternoon, Can you please provide the tracking number for your shipment for us to investigate further.
Initial Complaint
Date:07/12/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November I made an ****** purchase for an item that was being sold by one of their sellers. The seller shipped the package from the USA and it arrived at the Canpar terminal in NE Calgary on November 15. I live in Priddis, which is 15-minutes outside the city limits, and less than an hour from the Canpar Hub/Terminal. But despite this it still took Canpar 18-days to deliver my package. And when they did, they apparently dropped it off at the gate to my acreage, where it will sit for at least two months until I come home from my winter home. The package, which contains electronic parts, will be useless by the time I get home because it has been sitting in the cold for months* ** ** **** **** ****** ** **** **** **** ****** ** ***** The tracking number is *********************** *** ******** Tracking Summary that shows the ins and outs of this package and the vast number of errors that were made. This package was apparently miss-sorted at least five times in 18-days* ***** ** ********** *** ******* ************ During these 18-days I tracked the package several times per day and tried to expedite my parcel by calling Canpar several times. Each time I was on hold for 1.5 hrs before finally giving up. I also went onto the website chat room, with similar wait times, and each time I was told that they would investigate the delay and get back to me with an explanation and new delivery date, which they never did. No one ever called me back. Each time I managed to speak to someone I also reminded them I was leaving the country on November 28 for my winter home and I told Canpar they had to deliver the package before I left, otherwise return it to sender. Now I am in the USA and I received a message to say it was delivered on December 3 when no one was home. This package is now lost to me and Canpar should explain what went wrong and reimburse me for the package.
Business Response
Date: 05/01/2023
Good afternoon, we have received the claim for this shipment from the shipper and are in direct contact with them. Unfortunately, as the contractual agreement is with the shipper, we are unable to disclose the final output.
I can confirm there was address and postal code issues on the shipping label that was causing the shipment to constantly being missorted. The issue was rectified once the shipper provided correct delivery details.
Customer Answer
Date: 06/01/2023

Complaint: ********

I am rejecting this response because: I do not believe Canpar are being honest in their response. During the time I was desperately trying to expedite delivery of the package I had also contacted the shipper and I confirmed the shipper had the correct address and postal code for me. I also confirmed the same with Canpar themselves on one occasion when I finally managed to get thru to Canpar customer service on the telephone. Further, Canpar also had my cell phone number, confirmed by their delivery driver who left me a voicemail on my cell phone (which I still have) telling me he had dropped the package off at the gate - not the front porch as per Canpar documentation. * **** ** ************* ********** **** ****** ***** *** ** ******** ** ******* * ******* * ***** **** ** ****** ****** ******* ********** *** ******* ** ****** ** ******* *** ******** *** **** ***** **** ******* **** ** ******* * ******* ****** * ********* **** *** ** ******** **** ** **** **** *** **** *** ** ** *** ********** ** ************* ** ******** ** ** *** **** ***** **** *** **** *** ********* * ********* *******
I will drop my $ claim against Canpar for a refund since my contract was not directly with them. I will file a claim thru the shipper or ****** directly.
Nevertheless my complaint against Canpar for the worst customer service still stands. ***** *** **** ****** ** ****** ** **** ******** *** *** ******* ****** **** ****** *** **** ************ ** *** *** ** *** ******** ******* *********

Sincerely,

***** ********
Initial Complaint
Date:05/12/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, Canpar delivery driver left a delivery notice for me to pick up my package yesterday. The notice said it would be available today and information would be provided online. When I checked where to pick it up, their website said it was out for delivery. I was confused so I called customer service. Canpar customer service agent told me today my delivery would be made 100% by the end of the night. That time has since come and past and there is no delivery. I took the day off of work when I saw it was out for delivery, as your FAQ says you will not leave them in condo or apartment buildings unattended. Now I am also out a day of work.
Business Response
Date: 05/12/2022
Good Afternoon, Can you please provide the tracking number for the shipment
Customer Answer
Date: 05/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The parcel was delivered today.

Sincerely,

*** ******
Initial Complaint
Date:29/11/2022
Type:Delivery Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I expected a parcel I ordered from ****** to be delivered to my address yesterday (28th Nov 2022). Instead, the courier company, Canpar Express, delivered my package to the ****** *** ****** in town, 45min away. The tracking details state that the destination of my parcel is my address and that the status is 'delivered', however, I know this to be incorrect from the proof of delivery document online and that I got a call from the ****** *** ****** informing me of the arrival of my parcel. I am unable to get into town at the moment with my car and need what was supposedly 'delivered' at my house, not 45min down the road. * ****** *** *** ****** *** **** *** **** ********* **** ******** **** ****** ** ***** *** ** **** ** ******* ******* *** **** **** *** **** ***** I also tried calling Canpar Express yesterday, giving up after waiting 1 hour for someone to pick up the phone. I was also waiting 2 hours this morning on their live chat for someone to answer. * ********** ** **** **** ***** ******* *** someone answered, but ended the chat almost instantly before I could send a message. I have been unable to contact the company* *** ***** ****** ** ** *** **** *** **** ******* ** ****** ********
Business Response
Date: 03/12/2022
In order for us to assist you further we require the Canpar Tracking number. Can you please provide the tracking number and we will investigate further.
Customer Answer
Date: 04/12/2022

Complaint: ********

Below is the tracking number requested by Canpar Express.
**********************

Sincerely,

******* *******
Business Response
Date: 13/12/2022
Hi Jessica, unfortunately your address is a non-service point for Canpar. That is the reason the shipment is held for pick up at the closest pick up location we have for your area.
Customer Answer
Date: 21/12/2022

Complaint: ********

I am rejecting this response because:
This photo of your website seems to suggest that my postcode area is a service point and should be serviced daily.

Sincerely,

******* *******
Business Response
Date: 06/01/2023
The receiver address provided on the shipping label was not sufficient for the shipment to be delivered as address. The shipment was taken to the closest pick up point. We do not service this area of ****** **.
Customer Answer
Date: 13/01/2023

Complaint: ********

This is the first I am hearing that the address was insufficient, what was insufficient about it? Although, the address was sufficient enough for you to tell me that you don't service that area? The last email I sent showed that, according to the Canpar Express website, you do service that postal code area, so who do I believe?

Sincerely,

******* *******
Initial Complaint
Date:25/11/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Re: Tracking #**********************. Tracking stated delivery scheduled for November 24, 2022. Wife and I were here all day. Then at 3:26 get a notice in tracking stating "Consignee not home". Checked doorbell camera, and smart phones and confirm no such attempt was made. Suspect going to wrong address as there are other streets with similar names. Tried several times to call but left on hold for long periods. Tried live chat. Chat says live person until 9 ET. Made several attempts well before that but each time session was ended. * *** * ****** *** ****** ** **** No notice on door which on-line says they normally do. Concern that package will get directed to wrong place. As cannot reach anyone concern as to how I can get package.
Business Response
Date: 30/11/2022
Good Morning, I am showing this shioment was delivered on 11/25 and signed for by ****** ******
Customer Answer
Date: 30/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:30/08/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 25th delivery the note on the account says customer moved - the delivery person *** ******* **** *** didn't even drive to our location - they found the post box at the beginning of our subdivision and dropped a card saying we moved. **** ******** * our address is clearly marked, we did not move and there is ample driving space for any type of vehicle to come in our driveway. *** **** **** ** ** **** ******* **** **** ******** *******
Business Response
Date: 12/09/2022
Good Afternoon,
we apologize for the service you received from our driver. Can you please provide the tracking number so that we have your shipment delivered directly to you.
Customer Answer
Date: 14/09/2022

Better Business Bureau:

The tracking # **********************
Thanks

******** ******

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Canpar Express Inc is NOT a BBB Accredited Business.