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

186 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:10/12/2022
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.
My community mailbox was ****** * *********** *** I have a neighbour living below me in the basement apartment and she has ** *** **. The key stopped working in my box (** **** and I have not been able to access my mail for 2 months now. In November I sent a request to Canada Post to change the lock since it was not working. In order to do this they switched the names on the boxes because they said if they didn’t the new key slip that was to be mailed may not make it to me and instead to go the box I cannot access. So now they send the key in the name of the person in the basement and she picks up the key. *** *** **** *** **** ** ** *** *** ******* ***** ** ** **** They changed the wrong lock. Now we still do not have access to ** ***. I tried sending several emails to explain what happened and Canada Post just replied that they changed the lock. I keep saying yes, they changed the wrong lock and I still do not have access to the box I was trying to get access to which was originally mine. The last email I got from them they said that ** *** was changed and they cannot change a box for another address. I tried sending an email back saying that I know they changed that box but they changed the wrong one and even sent them a picture of the form they gave us which said they were changing ** *** (which they didn’t). They have not responded to me. The person downstairs has already gone to pick up the key and they gave the wrong one, wasting her time. She is very busy and now they are saying I cannot correct this because they made the mistake? Even though it was my box before and they were the ones who changed it to her name? I have attached the form to this complaint. Can you please help me? Canada Post is not listening to anything I say. All I really want is my mail. I had a credit card sent to me that I had to cancel because of this, other important mail that is missing and my roommate had an item that was supposed to be delivered to that box but he hasn’t been able to receive it because if this.
Business Response
Date: 15/12/2022
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 Dec 12, 2022 that addressed this service failure. This is not
the experience we want for our customers and regret the stress and any
inconvenience this may have caused. The Service ticket has been updated to
indicate that the Local delivery depot Supervisor will come on site to make sure this is resolved
. Please note that this complaint was also passed on to our Canada Post Local
delivery Management to address your concerns.

Thank you,
Canada Post
Customer Care.
Customer Answer
Date: 20/12/2022

Complaint: 18553675

I am rejecting this response because:
They denied they did anything “wrong” and said that the person in the apartment below me has to correct this problem. Denied that we have any mail in the box that they were supposed to fix even though I know my roommate has mail there and my brother mailed me a couple things a while back that has never arrived. This box they said someone else has to fix was originally mine until they assigned it to the person downstairs and now they are denying me the ability to get the new keys for the lock because she is assigned to the box. I have notified the person below me that she has to pick it up but I cannot force her to do that and she already picked up keys a couple weeks ago to the box they changed by mistake which is the one they put my name on now. So they could release my keys to her but can’t release her keys to me? They are just totally gaslighting me and acting like they have not made any mistakes. They have not helped me fix it at all, they are just giving me the run around and talking down to me on the phone.

Sincerely,

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

Business Response
Date: 28/12/2022
Thank you for the additional information. I am sorry to hear
of the difficulties you are experiencing and regret the stress this may be
causing you. Should you not be happy with the outcome, please visit the Canada
Post Ombudsman at ************************************************* and provide them with your service
ticket number to review your file.

Thank you,
Canada Post Customer Service.
Initial Complaint
Date:09/12/2022
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.
They repeatedly send notifications and tracking communication stating my packages have been delivered when they have not been delivered. They are scanning packages in mass and then delivering them over several days. They say they knocked and no none was when I'm home waiting. I receive the text that they just made an attempt and that they left a paper in my box telling where to pick up but there is nothing in my mailbox. The paper will show up days later and then I have to wait another few days before I can pick it up at their depot. They make no attempt to deliver and don't even put the package on the truck.

You can only complain centrally to the other side of the country. The local CP emoyees admit they can be as slow as they want and the customer cannot do anything because there is no way to hold CP accountable. No other company gets away with blatant false advertisements, blatant lies about packages having been delivered when they have not even left the warehouse. I cannot get a human to talk with me in under 2 hours and when I do, they just lie. The local CP workers admit customers are being lied to and they just shrug their shoulders. How can this be allowed to continue? It should be illegal to state a package has been delivered when it has not even left the depot. People leave work to get packages and they are not there. What is the point of notifications if they are absolute lies?
Business Response
Date: 13/12/2022
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.
Should you wish to pursue a formal investigation regarding
the matter and to ensure your concerns are
addressed quickly, I invite you to get in touch with our Customer Service
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 Customer Service directly at 1-866-607-6301.

Thank you,
Canada Post
Customer Care
Initial Complaint
Date:30/11/2022
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.
My wife and I bought an item from the ******* ****** **** on the 18Nov2022, it was put in the post on 23Nov, I have been tracking this parcel, and it finally arrived in Ladysmith post office 28 Nov, it was supposed to be delivered by end of day 29Nov, due to snow storm it wasn't, it was then promised to be delivered by days end 30Nov, when I went to the Post office it wasn't even open while all other businesses were. This is not the right way to run a business.
Business Response
Date: 02/12/2022
Thank you for bringing this matter to our attention. This is
not the experience we want for our customers and regret the stress and
inconvenience this delay may have caused you. As there was no Canada Post
Service Ticket provided in your complaint, I invite you to get in touch with
our Customer Service support team at 1-866-607-6301, to ensure your concerns
are addressed quickly.
Should you require a formal trace on this item, the sender
will need to contact Canada Post to have an investigation started.

Thank you,
Canada Post
Customer Care
Customer Answer
Date: 02/12/2022

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

I have reviewed the response made by the business in reference to complaint ID 18485990, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:25/11/2022
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.
Paid for 2 day guaranteed delivery and did not receive it on time. Delayed for an additional 4 days without notice or explanation. Called support and all they can provide is the same information that it is delayed without any explanation. The second arrival time passes and still no delivery. This time the delivery is extended for another 9 days (Nov 30) again without clear explanation indicating address issue. Call support again, and they still cannot provide any reason. I call Sender to double check addressing and it is correct. Sender goes to their local post office and finds out that the Canada Post employee did not include the unit number when creating the label. The manager says they have updated the error. The following day delivery status changes to On Truck for delivery by end of day. That was Nov 22. That is the last know status update. Since then I have called support and now have spoken to two Supervisors, I have offered to go pick it up, it is now more than 3 business days that my package was last checked in on a truck and no one from Canada Post is doing anything to ensure I get my package in a timely manner, or if I'm even going to get my package. I have wasted so many hours and still getting no where. While waiting on phone I hear all these lovely promises of holiday season offerings from Canada Post that just sounds fake at this point. ** ******* ****** ****** ** *********
Business Response
Date: 29/11/2022
Thank you for bringing this matter to our attention. This
is not the experience we want for our customers and regret any inconvenience this
may have caused. According to the service ticket update, Canada Post Customer
Support is still working on your service ticket in order to resolve the issue for you. Again,
I am very sorry that we have no further updates for you. For more details on
your current service ticket, please call Customer Service directly at
1-866-607-6301.
Should you require a formal trace on this item, the sender
would need to initiate this with Canada Post as any claim paid is issued to the
sender of the item.

Thank you,
Canada Post
Customer Care
Business Response
Date: 02/12/2022
Thank you for the update. Again, I am very sorry for any
inconvenience caused by this delay. Should you 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 https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.

Thank you,
Canada Post
Customer Care
Customer Answer
Date: 05/12/2022

Complaint: 18462607

I am rejecting this response because:
Have already reached out to Canada Post Ombudsman and this entity throws me into the same loop pattern of reach out to customer service and a bias to get the sender to make the case rather than the receiver.

Additionally the package has supposedly been transferred to a much larger facility and Canada Post has confirmed that it may now take up to 3 weeks to process my package. How does its go from 2 days to a potential 41 days before I get my delivery?

This is absolutely ridiculous. And not like anyone at Canada Post is stepping to help get the package to me. I'd have more luck sending a package in a bottle and float it out to sea.

Sincerely,

********* *****
Initial Complaint
Date:20/11/2022
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.
Dear sir/ ma,

On the 15th of Nov 2022, I was called by Canada post officer for a package I was expecting from *** ******* at 10 am, the package is worth Canadian CA207, I was expecting the delivery man till 5pm but didn’t show up, I went to the concierge to check if my delivery was there but nothing, I tracked it online and it says delivered. I checked around everywhere, the floor, P.O. Box mail, everywhere but didn’t find the package. I immediately called customer service and complained, a lady answered and said she will do her best to find my package, she gave me a ticket no ********* and she Canada post will call me in 3 working days, I waited for the call but when I didn’t get one, I called and only for
The customer service officer to tell me my package has been returned. Now what hurts the most is the package shows delivered to concierge or building manage so the seller is not refunding me. This is extremely DISAPPOINTING & infact PAINFUL to the bone because some of us work so hard day and night for the little penny. I begged the customer service officer to please send me an email starting the item returned but he told me there was nothing he could do so I have lost the refund and the item for absolutely no reason. It is such a shame and disheartening situation. I’ll be grateful if something can be done cos shipment is still in Canada as I write this email, if I cannot have a reattempt, at least give me an email to show the return so I can claim refund for return.

Thanks
Business Response
Date: 24/11/2022
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. According to our tracking system, a return to sender label was created
on the 16th and item was last scanned on the 24th of
November,2022 returning to the originating country. The best course of action
based on the scanning updates will be to contact the sender.
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.

Thank you,

Canada Post Customer Care
Initial Complaint
Date:17/11/2022
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.
Date of transaction: 11/07/22
Amount of money paid for the product: $ 35.00
What the business committed to provide you: a **** reloadable card in full working order
What the nature of the dispute is: card does not work and I cannot get back a full refund
Weather or not the business has tried to resolve the problem: resolution is not to my satisfaction
******* ********************* ******* **** **** ****** ******************* ****** ****** ****************
Business Response
Date: 21/11/2022
Thank you for bringing this matter to our attention. I am very
sorry for this service failure and regret the stress and inconvenience this may
have caused. As there was no Canada Post Service Ticket provided in your
complaint, I invite you to get in touch with our Customer Service support team
at 1-866-607-6301, to ensure your concerns are addressed quickly.

Thank you,
Canada Post Customer Care
Customer Answer
Date: 24/11/2022

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

I have reviewed the response made by the business in reference to complaint ID 18420198, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:10/11/2022
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.
1.Canada Post sending office did not input Unit Number in its computer system for my parcel delivery.(Track number: ****************)
2. Called Canada Post call center 2 times, I was told they have no idea where my parcel is.
3. Called ombudsman support twice, still no update (appeal number: ********)
4. After 21 days, still no idea where my parcel is
Business Response
Date: 16/11/2022
We are reviewing this customer’s concerns and will be
contacting the customer directly to address and resolve this matter.
Thank you,
Canada Post Customer Care.
Customer Answer
Date: 16/11/2022

Complaint: 18389887
I am rejecting this response because:
1. no update on their website after Oct 31
2. Canada Post customer service told me they have no idea where my parcel is; and asked me escalate to Ombudsman
3. Ombudsman told me yesterday they can do nothing but ask me to wait for response from Canada Post customer service.

Please see if any legal tool I can use to resolve this issue.

Sincerely,

*** **
Business Response
Date: 18/11/2022
Thank you for your response. Our records shows that a
service ticket opened on Nov 17,2022 is currently being monitored by
a customer service supervisor and customer was contacted the same day ticket was
opened. Should you not be happy with the outcome once the ticket is closed,
please reach out to the Ombudsman office at https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.

Thank you,

Canada Post Customer Care.
Customer Answer
Date: 23/11/2022

Complaint: 18389887

I am rejecting this response because: still no update so far. nothing new showing on Canada poost tracking info.

Sincerely,

*** **
Initial Complaint
Date:09/11/2022
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.
Completed a neighbourhood mail campaign with Canada Post. They made some mitakes on my campaign and billing and took almost two months to sort of extar billing and obtain a refund. Only received part of the refund, not the $150 they still owe ****** ***** ********** ****
Business Response
Date: 10/11/2022
Thank you for bringing this matter to our attention. As
there was no Canada Post Service Ticket provided in your complaint regarding this
issue, please contact Canada Post Customer Service at 1-866-607-6301 to have an investigation started. Should you
have a service ticket already and are unhappy with the outcome, please reach
out to the Canada Post Ombudsman’s office with your service ticket number at https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.
Thank you,
Canada Post Customer Care.
Customer Answer
Date: 11/11/2022

Complaint: 18381567

I am rejecting this response because: The Canada Post personal I spoke with lied to me, and the various reps I spoke with trying to solve our problem all did not know what they were doing. I was promised a $150 compensation cheque, and nothing has come. It's clear they were lying to me to get me off the phone from my complaint. The never issued me an file or report number. CP incompetence, not us.

Sincerely,

***** *******
Business Response
Date: 16/11/2022
Thank you for the additional information. Again, I am very
sorry for any inconvenience this may have cause. As a service ticket needs to be
opened for a cheque to be reissued, please contact Canada Post Customer Support
at 1-866-607-6301 for this to be addressed quickly. And should you feel that your concern has not been fully addressed by Canada Post, please reach out to the Canada Post
Ombudsman’s office at https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.

Thank you,

Canada Post Customer Care.
Customer Answer
Date: 17/11/2022

Complaint: 18381567

I am rejecting this response because: your staff lied to us.

Sincerely,

***** *******
Initial Complaint
Date:02/11/2022
Type:Service or Repair 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.
On Oct 27@3:57pm I mailed some important forms to Niagara Regional housing. According to them they didn't receive it.

Meanwhile I might have to reprint the form and information and resend it.

Canada Post is giving us horrible customer service
Business Response
Date: 04/11/2022
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
the missing Lettermail, I invite you to get in touch with our Customer Service
support team @ 1-866-607-6301 to ensure your concerns are addressed quickly.
Thank you,

Canada Post Customer Care
Customer Answer
Date: 04/11/2022

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

I have reviewed the response made by the business in reference to complaint ID 18348841, and find that this resolution is satisfactory to me as the letter was finally delivered today.

Sincerely,

******** ********
Initial Complaint
Date:31/10/2022
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 shipped to one of my friend on September 02, 2022 with Tracking Number: ****************
It's been 2 months, package has not been delivered yet. I have called Canada Post Customer Service 20 times on +1 866 607 6301 in the last 2 months but there's no relevant response from Customer Service. They just keep on creating tickets without investigating the matter and actually resolving customer issues. I have 2 ticket numbers *********** * *********** and none of these lead to a resolution.
I shipped the package and paid for it but this company doesn't care about what I am saying, they want to talk to receiver who didn't receive the package and didn't pay for it. On top of this, they say they are not able to reach receiver of the package for confirmation of non delivery and they are closing the ticket. Receiver confirms in written that he never received any call or email from Canada Post at all.
My package was scanned only at the 1st location and after that I don't see any further scans. This clearly means that package was stolen at the 1st location. Being a government company, no one at Canada Post bothers to resolve customer issues and take necessary actions. Canada Post is just burning Tax Payers Hard Earned Money, just because it's owned by federal government . Someone in the Top Executive Team is running an internal racket to rob packages and sell it in open market as no one bothers to check them.
I am a new immigrant and I trusted Canada Post for my delivery. I didn't know that for every shipment I am required to buy insurance. It's like buying insurance from ********* for every Bowl of Cornflakes I eat. If they can't establish trust as a postal company, how are they sustaining. ONLY 1 REASON, IT'S A "GOVERNMENT COMPANY". They want us to buy insurance only because TOP EXECUTIVES GET COMMISSIONS AND KICKBACKS for every insurance they sell i.e. just like all other types of insurance.
SOMEONE PLEASE RESOLVE MY ISSUE and get my package and money back.
Business Response
Date: 01/11/2022
Thank you for bringing this matter to our
attention. We appreciate your feedback. Please be assured that your Service Ticket ********* is still open and being handled by our Customer Care Team. Please do not hesitate to follow-up directly by calling 1-866-607-6301 for further assistance.
Thank you.
Customer Answer
Date: 01/11/2022

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

I am rejecting this response because:
No action taken from last 3 months.
Someone inside is running a big racket of robbing packages and earning insurance commissions.

Sincerely,

******* *****
Business Response
Date: 01/11/2022
Please call 1-866-607-6301 for further assistance.
Thank you.
Customer Answer
Date: 03/11/2022

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

I am rejecting this response because:
I have called 200 times to be exact. If I was getting any response from this number, I wouldn't have bothered *** to intervene.
If there's no resolution here, this will definitely go LEGAL. I work 14 hours a day and I won't let my money go just like that.
There's no way that I would accept such negligence in the name of being a government company.
I'll make sure people behind this are arrested, even if it's a top company official.
*** **** going on inside with insurance commissions and planned robberies. You guys intentionally steal the items, sell it open market and force people to take insurance.
Let me know if you are not able to resolve the issue.

Sincerely,

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

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Canada Post Corporation is NOT a BBB Accredited Business.