Business Profile

Post Offices

Canada Post Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canada Post Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

185 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

If you've experienced an issue

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:21/09/2023
Type:Product 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.
Hello,We got an "open" envelope by mail from Canada post last week, the mail came from back home country, and it was the birthday card for my daughter, when we got an envelope, it was opened from one side, and someone had checked that card and put it back.I called Canada post and complained about that. ticket number *********. there is no communication from Canada post, I am very surprised why mails are getting opened. And now how can we trust Canada post if we need to send some important documents?
Business Response
Date: 28/09/2023
Thank you for bringing this matter to our attention.This is not the experience we want for our customers and regret the stress and any inconvenience this may have caused. I was able to find a service ticket number that had been recorded with Canada Post Customer support on September 21st ***** that addressed this issue. We trust that this issue is now resolved based on the depot update of the service ticket and i hope that we will have an opportunity to restore your confidence in our service in the future.

Thank you,

Canada Post **************
Initial Complaint
Date:14/09/2023
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.
Topic: Inquiry - Item not delivered Ticket Number: ********** Submitted: 2023/09/08 Tracking Number: **************** One of a kind item ordered from an online retailer and Canada Post failed To deliver, failed to update any tracking online and failed to update my ticket or provide any information. When I reached out through chat for a status update I was advised that if it wasnt delivered by the 15th I could move to the next step And then disconnected. I need mr ****** located and delivered as the only acceptable outcome. This happened 2 parcels in a row through Canada Post and this is unacceptable. This item must be located.
Business Response
Date: 22/09/2023
Thank you for bringing this matter to our attention. This is not the experience we want for our customers and regret the stress and any inconvenience this may have caused you. I am very sorry that we have no further updates for you regarding your item . Should you require a formal trace on this item, the sender would need to initiate this with Canada Post. Any claim paid is issued to the sender of the item. The best course of action based on our scanning system and the details you provided, would be to contact the sender.

Thank you,

Canada Post **************
Customer Answer
Date: 22/09/2023

Complaint: 20605250

I am rejecting this response because: I am not able to have the sender initiate a claim it was purchased through Poshmark and I am not looking for a payment for the item. I want the item found please locate it and deliver it. So far the company has put forth zero effort to locate this package and just keep giving me the run around. Please open an investigation to find the package and deliver it as requested. These were 2 items in a row from different senders misplaced.

Sincerely,

*************************************
Business Response
Date: 03/10/2023
Thank you for the additional information. According to our records , the sender opened an investigation with Canada Post on Sept 26th,2023. Like advised earlier, any claim paid is issued to the sender of the item.Please contact the sender for any update regarding your item.

Thank you,

Canada Post **************
Customer Answer
Date: 05/10/2023

Complaint: 20605250

I am rejecting this response because: as mentioned originally and to Canada post several times I Canada post to attempt to locate my irreplaceable item I am not interested in a claim and your process of forcing me to go through the seller is not acceptable.

Sincerely,

*************************************
Initial Complaint
Date:13/09/2023
Type:Service or Repair 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.
The mail carrier does not attempt to deliver packages when they need a signature. A notice is left in the mailbox even when I am at home. This has happened 3 times in the last 2 weeks. It would only take a minute for them to come to the door and actually knock like all other delivery companies have no problem doing.
Business Response
Date: 21/09/2023
Thank you for bringing this matter to our attention. We appreciate your feedback and we will work to improve the customer experience. As there was no ********************** Service Ticket provided in your complaint, I invite you to get in touch with our **************** support team, to ensure your concerns are addressed quickly.

Thank you,

Canada Post **************
Initial Complaint
Date:29/08/2023
Type:Order 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 am interested to find out what is insured when you ship a parcel across Canada and pay extra for liability insurance...IT DOES NOT STATE IN CANADA POSTS rules what is insured?
Business Response
Date: 06/09/2023
Thank you for your inquiry .Please visit Canada Post website about our insurance coverage policies at ******** ********* coverage | Canada Post (canadapost-postescanada.ca). Should you have any question or concern , I invite you to get in touch with our **************** support team to address your concerns. You have several options:

1) Open an online service ticket (Depending on your concern, you can open an online service ticket for parcel delivery issues, tracking, general mail delivery, post office issues and more. ************************************************************************************************************

2) Chat - Our customer service representatives are available to provide support 7 days a week. Chat is available: Monday to Friday, 7 am to 11 pm ET - Saturday and Sunday, 9 am to 9 pm ET

3) Phone- we provide customer support over the phone in both English and French. We also offer a TTY phone number for use by customers with compatible devices. Please call **************** directly at **************.

Thank you,
Canada Post *************
Initial Complaint
Date:28/08/2023
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.
Paid for a tracking number to be updated on my deliverys they dont scan items asked to open a ticket took 3 transfers 2 ticket numbers and still no one knows were my item is I asked the not so super visor why they dont scan packages witch I know they do she has the nerv to tell me that they are not a carrier and dont update tracking then why do yous charge for it ??
Business Response
Date: 01/09/2023
Thank you for your feedback. We truly regret to hear that you were disappointed with the service you received and we will bring your concerns to the attention of our Quality team. I was able to find your Service Ticket that was opened with Canada Post Customer Support on August 28th *****. According to our tracking system, item was mailed on Aug 24th***** as a regular parcel with a delivery standard date of Aug 30th *****. The tracking system indicates that item was delivered on Aug 30th ***** at 08:47 AM . We trust that this issue is now resolved based on the scanning update.

Thank you,

Canada Post **************
Initial Complaint
Date:28/08/2023
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.
Ordered a new phone plan from a provider and had to get a new Sim card the company mailed it with xpresspost once mailed I canceled my old plan as the new card would be here in 3 days according to the expected delivery date tracking number **************** its been 10 days after this date and still can't provide me with any update to when this will be delivered so I have no cell phone for over 2 weeks now because my shipment is delayed but can't tell me why its delayed
Business Response
Date: 01/09/2023
Thank you for bringing this matter to our attention.This is not the experience we want for our customers and regret the stress and any inconvenience this delay maybe causing you. I am very sorry that we have no further updates for you regarding your item . Based on the tracking details, the best course of action right now would be to contact the sender, as it shows that item has not yet been processed in our system.

Thank you,

Canada Post **************
Initial Complaint
Date:18/08/2023
Type:Service or Repair 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.
Aug 8, 2023 Canada Post served me a Tax Notice ( $154.37 ) ****** 861 248 699 for a package shipped from ***********.It does not say who the sender was so I wasted so much time trying to figure out the sender.Later I learned the sender was in dementia and he forced the caretaker to send TWO Boxes of his used clothes to me.Aug 16, 2023 Canada Post served me a Notice ****** 861 248 719 for the other box of the shipment but this time, they did not charge any tax.Aug 18, 2023 *****pm, I visited Canada Post at Shoper's Drug Mart #************************************************************ ) The staff demanded tax over ****** 861 248 719 while the notice said there was a $0 amount owing!I was trying to explain the situation but she was not so willing to listen to me so I wasted my time and effort again.********, she demanded to pay $106 tax for this package but I could not see any level of reasonableness in her saying and I refused to do so. How come they demand a tax without any valid written notice? Seriously... is this kind of Verbal Demand possible in a G7 country like Canada?
Business Response
Date: 28/08/2023

Thank you for bringing this matter to our attention. According to our tracking system , it shows that your item has Customs duty and taxes and for Canada Post to release the item , the fees will have to be paid, otherwise item will be returned to sender . For more info please visit ,Customs duty, taxes, and exemptions | Canada Post (canadapost-postescanada.ca)

Thank you,

Canada Post **************
Customer Answer
Date: 02/09/2023

Complaint: 20493276

I am rejecting this response because:
This business is not admitting their failure to notify the tax.
YES I knew it was the custom who charged tax on those packages but
Canada Post failed to notify that.
That is the fact and they need to be responsible what they did wrong and they need to be organized more.
Thank you!

Sincerely,

******** ( ***** ) ****
Business Response
Date: 08/09/2023
Thank you for your feedback. In order to be notified ahead of time , we encourage you to register for automatic tracking. Automatic tracking auto-tracks packages and notifies you of duty and taxes owing through email or push notifications. Please visit ********************************************************************************************************************************************************************** for more information on how to sign up for automatic tracking.

Thank you ,

Canada Post *************
Initial Complaint
Date:11/08/2023
Type:Product 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 am filing a complaint with Canada Post because on August 8th 2023 I had notified them no later than 1 hour before I dropped off the package to STOP the shipment, as the person who receiving the package reversed their payment to my business (tried to get a free item from me and **** my business). I called the Canada Post location IMMEDIATELY as soon as I found out the package was being sent to a fraudulent customer. I filed a police report and took all the necessary steps to STOP the package from leaving the border. I called both the Canada Post location that I dropped it off at AND a supervisor but they failed to respond to me until 2 business days later. They refuse to give me a refund on a shipment I told them IMMEDIATLY TO STOP, AS IT IS FRAUD. Why would they not refund me the $20.83, if they know that package was not supposed to be shipped? Do they like ripping off their small business customers? I have been with this company for over 5 years, and this is how they treat small businesses. I demand my refund of $23.80 as it is unlawful to steal money from small businesses through fraudulent cases.

A fair decison would be to refund me the $23.80 because this package was not intended to be shipped and I called no later than 1 hour later ( as soon as I found out the customer defrauded me) that the package must be stopped due to an act of fraud. Stop stealing from small businesses, especially if you know it was a fraudulent case and the packge needed to be stopped, why would you keep my money?
Business Response
Date: 18/08/2023
Thank you for bringing this matter to our
attention. I was able to locate a service ticket that have been opened with
Canada Post Customer Support on 2023/08/08 regarding this matter .This is not the experience we
want for our customers and regret the stress and any inconvenience this may
have caused you. Unfortunately as advised by the supervisor on 2023/08/09 ,once
an item is in the mail stream, Canada Post will try their best to intercept the item , but
it is never 100% guaranteed. Again, I am very sorry that we were not able to intercept
your item. Should not be satisfied with the outcome, please visit the Canada
Post Ombudsman ************************************************* and provide
them with your service ticket numbers to review your file.

Thank you,

Canada Post Customer Care.
Customer Answer
Date: 18/08/2023

Complaint: 20458865

I am rejecting this response because:
It does not solve the issue that my funds were taken unecessarily when YOUR COMPANY KNEW IMMEDIATELY that the item was supposed to be stopped (not shipped). You still are okay exploiting a small business and not providing a refund knowing that the small business was defrauded by a fake customer. I demand my refund, and I will not stop asking for it. Your multibillion dollar company can afford to refund $23.80 to a small business that has been your customer for OVER 5 YEARS!

Sincerely,

******* ********
Business Response
Date: 23/08/2023
Thank you for the additional
information. Again I am very sorry to hear of your experience. Like advised previously,
should you not be satisfied with the way Canada Post handled your case, please
visit the Canada Post Ombudsman
************************************************* and provide them with your
service ticket numbers to review your file.

Thank you,

Canada Post Customer Care.
Customer Answer
Date: 25/08/2023

Complaint: 20458865

I am rejecting this response

Sincerely,

******* ********
Initial Complaint
Date:26/07/2023
Type:Product 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.
Canada Post tracking emails:
Topic: Inquiry - Mail item not delivered
****** ******* ********** ******** ******* *************

23rd of Mar I sent a parcel through Canada post and paid for extra insurance.
The parcel was never received by the company. Chain of emails confirm that the company has never received the item.

I have sent a claim request and Canada Post refuses to pay for the missing parcel.

From Canada Post: The scans for this item indicate it is in the Customs-clearance process. With the item now removed from the mail stream, we are not able to investigate further. In rare instances, items are delivered without the appropriate scanning. We encourage you to reach out to the receiver if there are no additional scans against this item.

I have given my parcel to Canada post and paid for a service and covered by insurance for such events. They are the person in charge of my parcel and are responsible for my parcel for delivery. If they are unable to account for my parcel and refund my lost item, they should have not sold me insurance. It is clear that the parcel is stolen or missing. I am stuck in the middle of Canada post

Please advise
Business Response
Date: 31/07/2023
Thank you for bringing this matter to our attention.
This is not the experience we want for our customers and regret the stress and
any inconvenience this may have caused you. Should you not be satisfied with the
outcome of your investigation, please contact the Canada Post Ombudsman’s
office to appeal at ************************************.
You will need to provide the ombudsman
office with your service ticket(s) numbers referencing your complaint.

Thank you,

Canada Post Customer Care.
Initial Complaint
Date:25/07/2023
Type:Service or Repair 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.
Many times Canada post lies to me that they attempt to deliver my packages but no one was home ( that is not true) so they leave slip in the mailbox. What bothers me is that they lie every time they send me a message that the package will be delivered and then they attempt to deliver with no success. I ask them on several occasions why they constantly mislead customers. They said that this is not them but it is set up that way by post Canada in their computer system.
Why not change that in their system and tell customers the truth that the packages will be available to pick up only in post office.
Business Response
Date: 28/07/2023
Thank you for
bringing this matter to our attention. We appreciate your feedback and we will
work to improve the customer experience. As there was no Canada Post Service
Ticket provided in your complaint regarding your mode of delivery, I invite you
to get in touch with our Customer Service support team at *************** to
ensure your concerns are addressed quickly.

Thank you,

Canada Post Customer Care.

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Canada Post Corporation is NOT a BBB Accredited Business.