Complaints

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

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  Canada Post Corporation

  2701 Riverside Drive Suite 1200 City of Ottawa, ON K1A 0B1

• 

  Canada Post Corporation

  2 Aspenglen Dr Spruce Grove, AB T7X 4B3

• 

  Canada Post Corporation

  309 10 St Wainwright, AB T9W 1N8

• 

  Canada Post Corporation

  4906 50 Ave Leduc, AB T9E 6W9

• 

  Canada Post Corporation

  3906 118 Ave Edmonton, AB T5W 0Z9

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:27/05/2023

  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.

  I purchased a jacket from a website called ******* on April 30th. It was out for delivery by Canada post on may 23rd and mear hours after the point of delivery my jacket was no where to be found. This jacket got delivered at the same time as a pair of pants that I bought and the pants were in the mailbox but the jacket wasn’t. Canada post told me that it was most likely a mis service and they probably put it in the wrong mailbox meaning my jacket is stolen. They have refused to give me a refund on the jacket but the jacket was 230$. Is there anything I can do about this?

  Business Response

  Date: 05/06/2023

  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. According
  to your local delivery office , your item was not located. 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 the
  originating Post office, who will then contact Canada Post internally for an
  investigation. Any claim paid is issued to the sender of the item. The best
  course of action based on the service ticket details, would be to contact the
  sender as the item was not located.
  
  Thank you,
  
  Canada Post Customer Care.

• Initial Complaint

  Date:25/05/2023

  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 purchased a laptop on ****** on Nov 22,2022
  I received it in about three days, I used it for a while and then saw that the laptop is defective and started a return request on ******, ****** asked me to mail them the laptop, and said that they would refund the money on mail, It was returned back during their return policy and was supposed to reach them on January 2,2023
  It showed delivered on the website for canada post on the tracking number that was provided to me,
  I waited for about 3 days before calling ****** to see if it was delivered to them,
  I then waited for 30 days as they told me
  If it was delivered to their mailroom They have about 30 days processing time
  I waited until February 2,2023 to see if it was delivered
  Then i called ****** as my status wasn’t updated,
  ****** told me they never received the courier in mailroom at the address provided and asked me to reach out to canada post
  And I was shocked to see that the package was missing after it was showing delivered on the tracking number, showing delivered on January 2, 2023 as scheduled.
  
  Then When I reached out to canada post
  And opened a ticket number to raise my issue, they told me after 15 days that I will get a cheque in the mail for 40$ because that was my money spent on the package and I was not eligible for a refund because i Did not buy insurance on it
  I told the agent to add insurance there and I thought I paid for it
  
  
  I lost 1417$ because of them, because they marked the packages as delivered.
  How is a package delivered and then goes missing?
  Where is my package?
  I don’t need $40 as my refund
  And now they have stopped responding to my emails
  
  I want my package back, where did it go
  Or I want $1417+$40 to cover the cost of spent on nothing but thin air
  
  Topic: Inquiry - Item not delivered
  ****** ******* ********** ******** ******* **************** Amount of Payment: 37.47
  Method of Payment: CHEQUE
  ***** ****** ****** ******** ********** ***** **************************

  Business Response

  Date: 26/05/2023

  Our record shows that your service ticket was closed over 60 days ago. The last scan indicates that the delivery was completed to the 3rd party returns on January 2nd.

  I understand that the information
  provided  is not the response you are expecting. However, I would like to
  confirm that your item has been handled according to Canada Post procedures. At this time, we suggest contacting ****** directly for further assistance.

  Thank you.

  Customer Answer

  Date: 26/05/2023

  
  
  Complaint: 20107148
  
  
  
  I am rejecting this response because: the email attached is the response From canada post

  a ticket number 

  stating clearly that my PACKAGE WAS NOT DELIVERED TO ****** EVER

  NEVER DELIVERED

  only on the tracking it shows delivered 

   

  what do you mean your response isn’t what I expected

  Who expects the delivery to never be completed even when it shows delivered

  and then you are refunding my postage money saying I’m eligible for a refund as the package was never delivered 

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

  Business Response

  Date: 26/05/2023

  Attached here is the record as shown in our tracking system.

  Also, as per ****** email to you, it appears that you used your own shipping label and not an ****** return label. As such, they are unable to process a proper claim. 

  I am so sorry but since there is no insurance paid for the item we are unable to provide any further refund. 

  Customer Answer

  Date: 26/05/2023

  
  
  Complaint: 20107148
  
  
  
  I am rejecting this response because:

   Canada post accepted responsibility for not ever delivering the package

  i want my package back or i want Canada post to reimburse me for the damages occurred due to no delivery

   you can expect a demand letter soon

   

   if that doesn’t help still

   I’m moving forward with consumer court
  
  
  I told the agent to buy insurance while sending the package and the agent told me

  that they added it

   not my fault

   if I’m being told it’s there and then it’s not

   

  i wanna know who was responsible for stealing my package 

  and what action was taken against them tor never delivering it and making a s delivered
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:25/05/2023

  Type:Product 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.

  My wife and I moved from Grand Manan, NB on April 24, 2023. ** ***** ** ** ******* ***** ***** ********** *** *** **** We payed for a 4 month change of address forwarding mail, plus payed for mail box at ****** ********* ************ *****. We followed all directions given to us by Canada Post. We have called them and filed a complaint May 12th, ticket # **********. We were told it would be an escalated ticket, but once again Canada
  Post has failed. We have not received any mail until today at our mailbox at ****** ********* store. My wife called Sackville Canada post only to find out they were holding our mail for almost a month now. Another failure by them. We have asked and asked for them to contact and meet us at our property to grant access for a rural mailbox. Once again, they failed, and keep telling us it could take a year. Unacceptable to say the least, especially when we were told to contact them when we moved to our property here in Sackville. They leave us no alternative except to file a complaint outside of Canada Post. They have been negligent on delivering our mail, even though they have our contact info and phone numbers.
  Enough is enough. We expect immediate corrective action by Canada Post as well as full refunds for an unused mailbox, and for the address change.

  Business Response

  Date: 26/05/2023

  We regret to hear that you were disappointed with the service you received. We will forward your inquiry to the appropriate department to contact you directly.

  Thank you.

  Customer Answer

  Date: 26/05/2023

  
  
  Complaint: 20104329
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** * ******** *********

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: 20104329
  
  
  
  I am rejecting this response because:

  We are still waiting on Canada Post to contact us as they stated in their response to you; it has been 2 plus weeks now that we are waiting for their appropriate department to call us.
  
  
  
  Sincerely,
  
  
  
  ***** * ******** *********

  Business Response

  Date: 09/06/2023

  Thank you for your feedback. According to our records , we
  were informed on May 26, 2023 that the Local Canada post Operations team contacted you
  regarding the mailbox issue. Should you feel that your concern has not been
  fully addressed by Canada Post, please reach out to the Canada Post Ombudsman’s
  office with your service ticket number. *************************************************
  
  Thank you,
  Canada Post Customer Care. 

  Customer Answer

  Date: 22/06/2023

  
  
  Complaint: 20104329
  
  
  
  I am rejecting this response because: The second part of my complaint (#20104329) against Canada Post was for a full refund ( $94.30) for the mailbox we had at ******* ******* in ****** *********, NB. We never received any mail there, and after a month we talked to the post master at Sackville Main post office only to find out that they were holding our mail for a month. That was May 25th, and we returned our mailbox keys that same day to Hirtles. The variety store has yet had any luck with Canada Post as to getting our refund. My wife was told by the person who authorized our placement of our rural mailbox to contact ******** ******* from Canada Post for our refund. My wife emailed her on May 25th and has not had a reply. 
  
  
  
  Sincerely,
  
  
  
  ***** * ******** *********

• Initial Complaint

  Date:15/05/2023

  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 purchased two pairs of trousers for work from a company called ********, based in the UK. Everything was standard quo, I tracked the package and it was sent through Canada customs, eventually making its way to Nova Scotia and showing as being delivered to my community mailbox. After I checked and found the pants to not be there, I contacted Canada post to file a lost item claim. They spent a couple days trying to track it down and eventually deemed it lost for good. Their rep told me I needed to contact the company that sent them to have them initiate the refund- which I did. I emailed them and they responded that as far as they could see, the package had been “delivered” and they wished me well on tracking it down. I emailed the person at Canada Post their reply, to which he stated that I needed to try again. So I did- and got the same message back from the company. They were not going to be participating in the refund process and Canada Post refuses to pay me back directly. I have sent numerous emails and the receipt for the pants and they won’t due anything. So I have been trying to go through my credit card company to be refunded through my card purchase protection but they need Canada post’s lost item file and they will not give me that either!!! Canada post lost my items, is refusing to assist me in getting my money back and are a thieving company. Worst customer service I’ve ever received!!!

  Business Response

  Date: 16/05/2023

  We are sorry to hear that you are disappointed with the service you received. Our Customer Care agent will be in contact with you to further assist.

  Thank you.

• Initial Complaint

  Date:15/05/2023

  Type:Product 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.

  I recently sent two boxes to a facility by the name of ***** *** Care of ******** ****.
  My shipment was refused due to no return address. Apparently my address was covered by the Canada post shipping label so they cannot except the parcel since it’s being delivered to a secured facility. I called several times to try to have the item tracked and sent back to me. All your agents claim I cannot open the ticket until the parcel has delivered. Well the parcel is at Canada post centre but obviously it’s not gonna deliver because they can’t see my return address. I only have until June 1 to get this parcel back a proper return address put on the box and sent back. This is a very important box as this person is completing a five year sentence and only has these two boxes To get them through their sentence with some personal items. If somebody to Kindly look into this for me ASAP that would be greatly appreciated. I’m sorry I had to take this route however the call centre with not assessment Nor would the chat feature.
  You can find the tracking numbers listed on the attachments below. The box was addressed to ******* *** ********* in Kingston Ontario care of ******** ****

  Business Response

  Date: 15/05/2023

  Thank you for your inquiry. I  am really sorry to hear that you are disappointed with the service you received.

  Upon review, it appears that your two service tickets are still in process. Our Customer Care team confirmed your Scarborough address when you called on May 12th. We are hoping to see some movements in your items very soon.

  You may continue to track it on our website or you can reach out to our Customer Care at 1-866-607-6301 for any update. You may reference the Service Tickets below:

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

  Thank you.

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: 20058288
  
  
  
  I am rejecting this response because: I am now receiving messages telling me to contact customer service because my items being held at a secure facility. Why would they be messaging me this? When I called customer service they seem loss they keep telling me they can’t help me because I have to wait for the item to be delivered what they’re not understanding is the items never going to be delivered because they don’t have a return address And it’s at the secured facility. I had to force the previous agent to open a ticket and enter  my return address. That didn’t do any good because I’m now receiving emails asking me to contact customer service my items being held that it secured facility. Could you kindly contact the secure facility and provide them with my return address which is ** ****** ***** *********** ******* ****** ****** ****** Or if I can make arrangements to pick it up as I really need these parcels that really urgent. I’m willing to pay a fee I’m willing to be forever grateful I just need help.
  
  
  
  Sincerely,
  *
  ****** *****

   

  Business Response

  Date: 18/05/2023

  Your 2 Items were recovered.  It appears that there was no Return Address on these Items which were sent back by the Institution.  Any Items being sent to a Correctional Facility must have  Return Address which these packages were missing. Your new tracking numbers were sent by our Customer Care team by email. You will be charged return postage $14.09 and $14.37 respectively.

  Customer Answer

  Date: 23/05/2023

  
  ****** ******** *******
  
  
  I would like to add a note to advise that Canada post has gone above and beyond for my Complaint and I really appreciate the help.
  
  I have reviewed the response made by the business in reference to complaint ID 20058288, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:05/05/2023

  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.

  I went into the 875 Bloor St location of Canada post today to mail a few important documents to Italy as I’m working in citizenship recognition.
  
  The individual working there (said her name was *** or *****) was extremely hostile to me from the beginning of our interaction, first telling me I’ll have to talk louder and then refusing to service me because there is a policy against sending cash in the mail. She refused to show me the policy when I asked and also, at this time, claimed she would ask me to leave shortly since the location was closing at 5:45pm.
  
  I told her that I had never known of such a policy (my family has mailed cash in holiday cards for years) and she became more hostile toward me. At this point, she was claiming that I was disrespecting her and that she did not have to be dealing with me. I was acting completely reasonable. When I repeated that I’d like to see the policy and that I had regularly sent small amounts of cash via mail in the past, she pulled out the phone and said she was calling the police on me to have me removed from the store. She actually dialed 911 (I heard the tone for 3 numbers) and then hung up and called non-emergency when I questioned her usage of the emergency line. At this point I left to go to another location.
  
  I understand that many people are dealing with mental illness, which I believe was at play here. However, I’m shocked at the treatment I received, threatened at the idea that law enforcement could be involved and also inconvenienced in that I now have to go to a different location to do business. I’m asking for administrative action to be taken in regards to this situation and to be contacted by Canada post with a credit for the trouble I’ve endured.

  Business Response

  Date: 08/05/2023

  I truly regret to hear that you were disappointed with the service you received. We expect our counter staff to extend
  helpful and courteous service to their customers at all times and I can assure
  you that the incident that you describe does not reflect that commitment. Please be assured that we will review and action internally.

  For more information about mailing international, we encourage you to visit our website - *************************************************************************************************************

  Thank you.

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: 20024842
  
  
  
  I am rejecting this response because I would like to get a follow up to understand what action has actually been taken in terms of the individual working at this location. I feel I will be unable to get service from this location if the individual in question is working there moving forward. I also think that it is horrible to clog up the 911 emergency line when there may be actual emergencies that need to be tended to at the time. Thank you!
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:01/05/2023

  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.

  My brother sent me a package from Belgium that included personal belongings and goodies for Ramadan as a gift and surprise. The package never arrived. Canada post asked me to inform the sender that he needs to file the complaint.
  
  *****, the Belgian post office, responded with a receipt, initials and signatures upon reception of the package at my address in Toronto, Ontario. The signature is fake, and the building management reviewed security footage to see if any package was signed upon reception by a concierge. Whoever was working that shift has allegedly stolen the package.
  
  My brother and I have both been continuously contacting Canada Post since then. In the past month they were contacted a total of 11 times. He just spoke to a supervisor by the name of ******* who assured him there is nothing they can do. She also could not "find" any records of my past calls (or my brother's) despite calls being recorded.
  
  We know the package is in Toronto. It is shameful we need to include an air tag in the package or to contact the media for it to be found.

  Business Response

  Date: 05/05/2023

  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. Any claim paid is issued to the sender of the item. Should you require a
  formal trace on this item, the sender would need to initiate this with the
  originating Post office, who will then contact Canada Post internally for an
  investigation. The best course of action based on the details you provided
  would be to contact the sender and advise them to open a claim with Belgium Post
  Office.
  
  Thank you,
  
  Canada Post Customer Care.

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: 20004381
  
  
  
  I am rejecting this response because: we have already raised the matter woth ***** who sent us the recepit from Canada post with FAKE INITIALS AND A FAKE SIGNATURE. The parcel reached Canada and they did their part. We should not have to pay for insurance or put air tags in our parcels for us to be able to receive it.

   

  please see documents attached previously. 
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 08/05/2023

  I understand that the information
  provided  is not the response you are expecting. However, I would like to
  confirm that our standard procedure is to contact the sender and file a claim from the origination Post Office.

  Thank you for writing.

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: 20004381
  
  
  
  I am rejecting this response because: we received formal notice from ***** that the parcel was signed for, therefore your standard procedure does not apply. Kindly do due diligence and sop ignoring your customers. Thoroughly consult the document attached. 
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:27/04/2023

  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.

  My mailbox (part of Canada Post community mailbox) is jammed and I am not able to access my mail at all. I called the Canada Post helpline to ask them to repair it. They created a ticket and then resolved it saying the issue was fixed. I checked the mailbox and nothing had changed, was still jammed. Then I called them again and they created another ticket. They marked that ticket as resolved saying the same thing again. I again go to check the mailbox and still the issue was not fixed. The same issue with door being jammed still persists. Their exact language in both resolution emails was "We wish to inform that all of the necessary actions in connection with your Community and Parcel Mailbox key/and or lock have been completed and the Service Ticket has been closed.", which is obviously a lie on their part. I cannot even use a private locksmith out of my own pocket as the mailbox is federal property. This issue is causing me a lot of distress as I am waiting for some very important email. God knows where my mail has been going since my mailbox has been jammed.
  ** ***** ****** *** ********** *** ****** ****** *** ***********

  Business Response

  Date: 03/05/2023

  The customer has been contacted directly and this issue is
  being resolved.
  
  Thank you,
  
  Canada Post Customer Care.

• Initial Complaint

  Date:17/04/2023

  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.

  APRIL 17TH 14:00 HRS APPROXIMATELY.
  
  Canada Post representative buzzed my apartment for me to come down stairs and pick up a parcel. I explained to him i was not dressed (I am a pilot and work odd hours). He started to say something else but as he contacted me on the buzzer it automatically cuts out after short time. He did not call back. Several minutes passed then there was very aggressive banging on my apt. door. I was startled and concerned about the obvious aggression. My response was "one moment please". No response, I checked the spy hole saw someone there with their head facing down so I couldn't see their face. I asked if they needed me to open the door for the delivery and no response. I opened the door and they were gone. My door is immediately beside the stairwell. The gentleman was very obviously upset and aggressive to the point of startling me, he did not knock on my door he pounded on it very loudly. He was obviously upset that I did not wish to go down stairs to pick up the parcel, which from my understanding from Canada Post customer support, he was supposed to deliver to my door.
  At no time during the interaction was I anything but polite and courteous. I am very concerned that such an obviously angry person is delivering mail and gaining access to buildings as a representative of Canada post. After speaking with customer support immediately it became very clear that he was supposed to deliver the parcel not leave me a pick up notice. My regular mail person "T" is very polite, efficiently in a hurry but still pleasantly sociable. This gentleman needs to be attending anger management classes and I can't help[ but imagine how terrified my mother would be if someone like him came to her door.
  
  Sincerely concerned
  
  ***** ********

  Business Response

  Date: 20/04/2023

  Thank you for bringing this
  matter to our attention. We appreciate your feedback and we truly regret to
  hear that you were disappointed with the service you received.  We will
  bring your concerns to the attention of our Quality team.
  

  Thank you,
  Canada Post Customer Care.

• Initial Complaint

  Date:13/04/2023

  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.

  I purchased an item from a seller and due to using an online app to do so, they had stored an outdated address. There was a glitch where this address was somehow put in as a delivery address, despite the address being updated (which is reflected in the billing address being different).
  
  I contacted the merchandiser who assured me I could contact Canada Post to have the item left at a post office for me to receive instead. This was already going to be more difficult for me, give I I have health issues at the moment, as I am on an oral targeted therapy for Stage 3 breast cancer, and recovering from radiation therapy with quite several radiation burns on my chest.
  
  I spoke with a customer service supervisor who told me because I did not have government issued ID with the outdated/mistaken address (the address was rented, so I did not change my ID) - that I was effectively out of luck. I offered showing a lease, and she ignored me and proceeded to talk down to me to the point that I became incredibly upset. Cancer is very expensive and I bought myself something, and she did not care at all about the money I would be losing. It was a heartless exchange. This person's name is ******** ********.
  
  I am appalled by Canada Posts lack of regard for anyone. Part of my packaged shipped with another provider, ********, and they had no issue updated my address and were wonderful. Canada Post needs to change. I have no idea how I am to get the items I paid for at this point and this is not okay.

  Business Response

  Date: 19/04/2023

  Thank you for bringing this matter to our attention. This is
  not the experience we wish for our customers and regret the stress and any
  inconvenience this maybe causing you.
  Unfortunately Canada Post is required by law to deliver mail
  as addressed ( we do not deliver by name ) and without proper ID to show proof
  of residence , you cannot be able to pick up the item at the Post Office. The
  best course of action in this case would be to contact the sender and advise
  that this item could be returned to them , in case it is refused by the old address
  resident .
  
  Thank you,
  Canada Post Customer Care.

  Customer Answer

  Date: 20/04/2023

  
  
  Complaint: 19930882
  
  
  
  I am rejecting this response because: it is simply not true. There is no law that stipulates the shipping address cannot be changed by the person who ordered the item. There is abundant proof that I am the purchaser of what was being sent. I had proof it was my order, I have the credit card, I called the shipper and they stated you could change or hold my item. Many people do not have permanent addresses and may have a different ID address.  I even offered a copy of a former lease showing that as a former address that was incorrectly input as it was saved in a shopping App. Half of what I ordered was shipped by ******** and they had no problem changing my address when I called them. Logistics companies change addresses all the time when there are mistakes - because mistakes happen. 

  Ironically, the Canada Post driver called me when he could not get into the building and I explained the situation to him - and because he was a decent person, he drove the item to my new address. You easily could have dispatched your driver with a change - you simply think you are above providing a good customer service experience. 

  I received my package in full thanks to your driver - but I am at the very least owed a formal apology for how I have been treated and the stress this caused me. You need to stop treating consumers this way - it is unacceptable. You need to put in place a mechanism to correct addresses when the receiver who paid for the item is making the request and can clearly prove it. No one should be in a position where they may be out money because you refuse to do the bare minimum. The reality is in many condo buildings the item will sit in a mail room and won't be returned to the seller - which means they will never issue a refund. Do better.

  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 27/04/2023

  Thank you for the additional information. I understand how this matter could be frustrating
  for you and I regret any inconvenience caused. Please refer to the following link
  for more information regarding items addressed incorrectly. ******************************************************************************************************************************************* . Should you feel that your concern has not been fully addressed by Canada
  Post, please reach out to the Canada Post Ombudsman’s office with your service
  ticket number at ************************************************* for an appeal.
  
  Thank you,
  
  Canada Post Customer Care

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19930882
  
  
  
  I am rejecting this response because: I am still waiting for the apology for how I was treated by your representatives. Your delivery driver had no issue delivering the package to my correct address when he called, so I am not seeing how this reasoning is at all valid. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19930882
  
  
  
  I am rejecting this response because: I am still waiting for the apology for how I was treated by your representatives. Your delivery driver had no issue delivering the package to my correct address when he called, so I am not seeing how this reasoning is at all valid. 
  
  
  
  Sincerely,
  
  
  
  **** ******