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:06/01/2023

  Type:Billing 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 was credited by Canada Post for a missed mail pickup on February 3rd 2022, the credit was $4. (this took 30 minutes on the phone). This credit has been on my account since.
  
  On December 29th 2022 they removed my $4 credit and noted it as "Adjustment". And Document number **********. No such document has been sent to me. There is no explanation for the removal of my credit due to lack of service. I tried calling them multiple times, and was transferred 7 times to different departments , everyone saying they can't help/wrong department. I was even lied to saying it;s a volume adjustment which it's not. I'm sick of it. This took over 1.5 hours today. Need my $4 refunded which they just decided to steal.
  ** ******* **** ****** **** ** ********

  Business Response

  Date: 12/01/2023

  In order to better assist you, we need to verify and review your account information. Please contact our Commercial Service Network at 1-866-757-5480, or create a service ticket online ****************************************** 

   

  Thank you.

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: 18698595
  
  
  
  I am rejecting this response because:  I provided my account details and name/address here which is ALL the information that is used for verification on their support system.  Including the photo of the invoice.  And called many times on the day I mentioned.

  I will NOT waste more time calling them.  If they wish they can email or call me.  The whole complaint is that they stole 4 dollars without evidence, and didn't provide any working support system.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 12/01/2023

  Thank you for providing your invoice. We will have someone to contact you directly.

  Customer Answer

  Date: 18/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18698595, and find that this resolution is satisfactory to me.  They have issued a Cheque for $5.00 total.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/01/2023

  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.

  We have 2 separate issues.
  
  Issue 1:
  We have not received a single piece of mail in almost 2 weeks. We have a community mail box and many other people in our neighborhood are experiencing the same issue. I am unable to get through to customer service either by phone or online chat to inquire about the problem and there are no service issues noted on their website. Yesterday I sat on hold for 3.5 hours.
  
  Issue 2:
  My wife had ordered an item a few weeks back that has been in Saskatoon since December 21 2022 and was last scheduled for delivery on December 28 2022. Nothing has been delivered and there have been no further updates to the online tracking information.
  
  The tracking number for this item is ****************

  Business Response

  Date: 12/01/2023

  Thank you for your email. We truly regret to hear  that you were disappointed with the service
  you received.
  
  Your concern is being forwarded to a Representative from our
  Customer Care Centre who will be able to assist you with this matter. For future inquiries, please contact our Customer Care Centre
  directly at 1-866-607-6301 or please visit the link below for our website.
  
  ******************************************

  As per your item ****************, our tracking record shows that it's been delivered on Jan 6th. 

  Thank you.

  Customer Answer

  Date: 12/01/2023

  
  
  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:27/12/2022

  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.

  On December 13th I went to our local post office **** ********* *** ********* *** **** and asked to have a card send to Germany "as fast as humanly possible". I was told that the fastest way would be an international express envelope so I agreed to go with that and pay the fee of $88.21. A day later I tracked my letter with the number provided and saw that the expected delivery was supposed to be on December 23, which is 9 business days after posting this "express international" letter. The STANDARD (not express!) delivery time online states 4-7 business days for international letters so I went back to the post office and asked, why my almost $90 express letter was taking this long. The answers from the postal workers were "10 days is fast for a delivery to Germany" and "this time of year you should probably try with *****". Through tracking I could see, that the letter arrived in Germany on December 15th and then apparently arrived again on December 23rd after which it was put through customs. Today, on December 27th, the letter was finally delivered but the recipient had to pay a fee of EUR 31.35 and the envelop of the card had been cut open. This was a CARD, not a package or a parcel. This handmade card was supposed to go to my dying grandfather who was in palliative when I posted it - hence the urgency of delivery. He passed away and the card that was supposed to be with him is now damaged and too late. Had I been told, that this was going to take this long, that the recipient of the express delivery would have to pay this exorbitant fee and that my card would be CUT open on top of it all, I would never have sent it with Canada Post. If express delivery is not possible, they should not make people pay for it. And they should also warn the sender of the letter, that recipients will have to pay as well. This is an embarrassment for Canada Post and I am beyond devastated about the way this went.

  Business Response

  Date: 06/01/2023

  Thank you for bringing this matter to our attention. This is not
  the experience we want for our customers and regret the stress and
  inconvenience this may have caused you. As there was no Canada Post Service
  Ticket provided in your complaint regarding this damaged mail ,please contact
  Canada Post Customer Service at 1-866-607-6301  to have an investigation started . Should you have a service ticket
  already and feel that you 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.

• Initial Complaint

  Date:26/12/2022

  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.

  2022/12/20 I went to send a parcel regular parcel got forced to send it xpresspost worker then messed up my tracking has no idea how to copy 6 digits ther is not only one mistake ther was 2 and you can clearly see he caught 1 and fixed it leavening only one mistake I’ve tryed called they do nothing said I’ll have a call in 24 hours that never came

  Business Response

  Date: 06/01/2023

  Thank you for bringing this matter to our attention. I was
  able to find your Service Ticket that was opened with Canada Post Customer Service.
  This is not the experience we want for our customers and regret the stress and
  inconvenience this may have caused. The tracking has been updated to show item delivered on 2023/01/03. We trust that this issue is now resolved based on the
  scanning update. Should you not be satisfied with outcome of your investigation
  please contact Canada Post Customer care.
  

  Thank you,
  Canada Post Customer Care.

• Initial Complaint

  Date:23/12/2022

  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.

  2022/11/22 I sent a parcel Canada Post C.O.D. cost of service was $62.02, recipient was to pay $862.02 for the value of the item, and service fees. Post Office agent had failed to include the value of the item, so the recipient only paid $62.02 for the item. I am lacking my $800.00 for the item. I told the local Post Office of the dilemma, they told me to call customer service. No help, all I got was excuses, I asked to speak with another agent, and finally she gave me a service ticket # *********. After a few days I received a call from her office telling me that they had tried so hard to intercept the parcel, but previously I was told that they could not intercept? So the information is opposite depending who I talked to. I then filed a claim thru the office of the Ombudsman, there office told me that due to the depth of my case that it would take a while to research it. I got a call this morning from a strange number, so I did not answer it, it turned out to be the Ombudsman, when I returned the call, all I get is recorded messages with no option to talk to an agent. I try to use the online chat option, but a request # is required, I do not recall having one issued to me, so I cannot contact an agent as to the status of my claim.
  Bein disabled and not employable, I cannot afford a loss such as this.
  thanking in advance;
  stan nelson

  Business Response

  Date: 09/01/2023

  Thank you for bringing this matter to our attention. I was
  able to find a complaint number that had been recorded with Canada Post
  Customer care on Nov 24th, 2022 that addressed this issue . I regret any inconvenience
  this may have caused you. 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.

• Initial Complaint

  Date:22/12/2022

  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.

  Canada Post never delivers packages on time, and they charge customers a lot of money to transport their shipments. However, we pay and barely ever get our packages on time. The delivery dates are never honored despite whatever service you pay for, including priority and xpresspost. Canada Post refuses to resolve such issues when customers face significant delays even while paying for Prioriry and Xpresspost services. If Canada Post is unable to fulfill or actually deliver these products to the customer, they should start being honest about the delivery dates upfront. Almost always, the website says one date and price before purchasing a shipping label. Still, after purchasing it, the delivery dates and times change entirely without much explanation, and no notice or info is provided to the consumer. They're doing this daily and getting away with it. Please report this, look into it, open a dialogue, and hopefully, resolve it.

  Business Response

  Date: 29/12/2022

  Thank you for bringing this matter to our attention. We
  appreciate your feedback and we will work to improve the customer experience. I
  hope that we will have an opportunity to restore your confidence in our service
  in the future.
  
  Thank you ,
  Canada Post Customer Care.

• Initial Complaint

  Date:20/12/2022

  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.

  On November 28 2022 I created a postage label via the ********* website to return a moncler jacket priced at $2330. Upon doing that I brought the parcel to a Canada post location and just come to find out the package was never scanned and ********* is not able to refund me due to them not having the jacket. I called Canada post and they’re telling me there is nothing they can do. This is unacceptable. I am out of $2330

  Business Response

  Date: 23/12/2022

  Thank you for bringing this matter to our attention, I was
  able to find the latest service ticket number that had been opened with Canada
  Post Customer care on Dec 20,2022. According to the tracking system , the return
  label was created on 2022/11/18 and inducted at the Postal office on 2022/11/19
  and later on delivered to the return address on 2022/11/21. Should you have
  another return label that you are referring to and you require a formal trace ,
  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
  details you provided would be to contact the sender as this was a return label.
  
  Thank you,
  Canada Post Customer Care

• Initial Complaint

  Date:20/12/2022

  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.

  Sent out package (iphone) to US with Canada post Dec 4th via tracked package and paid $23.64 in postage fees.
  Used tracked package. Insured for $100 but item is worth over $600. Supposed to take only four to seven business days. Supposed to have been delivered Dec 15 2022 at the latest. Package has been stuck with no further updates since December 12th. Opened a ticket with Canada post but have not heard back and everything is slow. At this rate **** is going to force me to refund seller $600 and I am out of my iphone and $600. I am an honest seller on ****. If item is not delivered I have to refund buyer and I lose the item plus $600 since I have to refund seller and package whereabouts and delivery time is still totally unknown and uncredited for. Canada post is slow and not doing anything to find out where or what has happened to my expensive package. Canada post has done nothing to resolve the issue in a timely manner. Tracking number for package sent is **************

  Business Response

  Date: 23/12/2022

  Thank you for bringing this matter to our attention, I was
  able to find a complaint number that had been opened with Canada Post Customer
  care on Dec 17,2022 . This is not the experience we want for our customers and
  regret the stress and any inconvenience this may have caused. According to the
  tracking system, item was last scanned at the Local delivery office being sent
  out for delivery. In this case, when an investigation is opened, our Claims team
  have to wait for the other countries postal administration to complete their
  trace and respond back to us which may take up to 30 days.
  Should you require more details on your current service
  ticket with Canada Post please call Customer Service directly at
  1-866-607-6301.
  
  Thank you,
  Canada Post Customer Care

• Initial Complaint

  Date:19/12/2022

  Type:Sales and Advertising 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.

  This complaint is about Canada Post. I received a delivery notification on December 12 that a package I was expecting had been delivered. I went immediately to my door and it was not there. I opened an investigation with Canada Post about the item not having been delivered. I contacted the sender too who also opened an investigation with Canada Post and confirmed with me that they had put the correct address on the shipping label. Canada Post called me on December 15th to apologize and confirm they had scanned the item in error and they had the package at the depot. They assured me I would receive the package the following day. No package arrived the next day, it was a Friday and I waited until the end of the day but nothing was delivered. This morning, December 19th I called Canada Post to find out why my package was not delivered again, and they said the package was being returned to the sender. They would not tell me why it was being returned to the sender, only to say they could not validate my address but wouldn't tell me the address they had on file, even though my name, phone number, tracking number and open investigation number all matched perfectly. Canada Post is not taking ANY responsibility for this mistake and now I won't have two Christmas gifts in time for children on Christmas. Canada Post should be held accountable for these mistakes as other companies are. Canada Post has lost more important mail items from me in the past too and FedEx has never lost a single one of my packages, how is this possible? Canada Post should be delivering the item to me express and free of charge to make up for all of the frustration, time and money this has cost me. ****** ******* ********** 

  Business Response

  Date: 22/12/2022

  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. The tracking has been updated to show
  item returned to sender and delivered on 2022/12/21. Any claim paid is issued
  to the sender of the item. Should you require a formal investigation on this
  item, the sender would need to initiate this with Canada Post .The best course
  of action would be to contact the sender at this point as the item is already
  returned.
  
  Thank you ,
  
  Canada Post Customer Care

• Initial Complaint

  Date:12/12/2022

  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 have had 3 packages last 2 I had tickets created that have been myself as recieved in Thunder Bay from Mississauga via Canada Post that have ended up beyond the path and direction they should. My package before this one ended all the way in PEI and only found out when was processed there. This package I discovered was now processed in Montreal Quebec. I don't have the tracking number for first one or second one, first package thought was just a mistake. This package **************** arrived in Montreal Quebec on Saturday. I made another ticket for this one as well in which supervisor saw while I was dealing with him in the phone said oh yes it has taken an irregular route and I said irrational is going in the wrong direction. He said yes it has. Last time I was asked it would be taken care of the person that processed it out in the bin heading there would be dealt with so I hoped wouldn't happen again. It had. Supervisor put me on hold came back and said her had sent a search team to find the package and correct the packages route yet 3 hours later went in transit from Montreal. Doesn't even say item delayed reported and then said yes I do see a selfie tricot on here about the package arriving in PEI. Its not getting corrected nothing is being done by lip service the two I spoke to initially yes I was mad and wasn't doing anything but wanted a supervisor was somewhat rude yet I agree I was very angry and she let me know wasn't okay but it isn't okay you send a third off my packages in the wrong direction but she seemed okay with that. I just get words and words we will fix it. No yet they suffer no accountability no regulation and I end up dealing with frustration and it takes forever for me to get something is 2 days 3 mac to get to thunder Bay. I have no idea where it is going to end up now from Montreal. Nothing is done no accountability continues on

  Business Response

  Date: 19/12/2022

  Thank you for bringing this
  matter to our attention. We appreciate your feedback and we will work to
  improve the customer experience. I was able to find your Service Ticket that
  was opened with Canada Post Customer service on 2022/12/10 that addressed this
  matter. We appreciate your feedback and we will work to improve the customer
  experience. The tracking has been updated to show delivered on 2022/12/13. We
  trust that this issue is now resolved based on the scanning update. Should you have
  any questions or concerns regarding your item , please call Customer Service
  directly at 1-866-607-6301.
  
  Thank you,
  Canada Post Customer Care

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they do not mention the second package before this one that ended up in PEI when looked at my name can planely see ticket was issued for package before. This is not feedback it is a pattern that repeats itself and until it is found addressed what the issue is I will not accept just thanks for your feedback. Was told that first time second time and by supervisor on last package and no you do not address it no you do not try to find out and no you don’t bother to check other than my words on your complaint. I will never accept the businesses responses until they deal with it correct why it is a pattern happening. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 22/12/2022

  Thank you for the additional information. Again, we truly
  regret to hear that you were disappointed with the service you received. A complaint
  was passed on to your Local Canada Post delivery office . Unfortunately, we are not able to look up tracking information using customer’s name. Please contact Canada
  Post so a formal trace can be opened on your second item. Should you have a
  service ticket already and feel that you 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 **************************************************
  

  
  Thank you ,
  
  Canada Post Customer Care

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    I am sorry it has nothing to do with local it is Mississauga depot where all these packages are sent from to come here to me yet go the other direction. Has nothing to do with local and I do have a service ticket for both I provided last tracking so I know can track that and both tickets has all the info that they need so they can do a trace. All the time they put everything on you that you have to do and look up call and so on when its all in there end and are able to do it easily themselves especially when provided tracking number for last package in my complaint. I guess dont want to look it up themselves. I do not accept this response it is lack of accountability for 3 major mistakes all coming from Mississauga plant and its there end all there stuff is computerized so that they can do it typing keys but want customer to do all the round about so they arent held accountable have to fix it and acknowledge they messed up 3 times. BBB can you please give me some information that i can make a complaint as was said when entered complaint as they are not going to do anything or even acknowledge that it is on them its there mistake the plant is already narrowed down but wont own it or even lift a finger to help. If you could send me the information I need to make a complaint elsewhere that they will be held accountable to. Thanks so much
  
  Sincerely,
  
  
  
  ****** ****