Business Profile

Post Offices

Canada Post Corporation

Headquarters

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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.
37 complaints closed in the last 12 months.

If you've experienced an issue

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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:29/10/2022
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.
I am shocked by how arrogant a large Canadian Corporate can be….especially for a brand deeply trusted and so closely related to people’s everyday life.

My International package was returned to sender(China) without Canada Post even trying to contact either sender or receiver(me). Though Receiver’s Phone number is right on the package. And also the ship-to address is right, just missing a unit number. (All the deliver-return process happened within 4 hours in early morning, as tracking info shows “5:10am” go out for delivery and at “9:04 am” it’s being returned to sender)… quite irony that during the complaint process, one Canada Post agent told me their deliver man sometime call people “some time they just don’t ”, and “we never compensate for package problem like this”. What’s more desperate about the complaining process, is that I was asked to provide my personal info including phone number again and again, but when it’s necessary for them to make that call (when deliver), no body cares to try…. And even for the online service Canada Post claims to be “immediate” help, the human agent’s only answer to all my questions is, “I need more time”, period.

After over 2 months waiting, and all the money spent, the family’s expectations for an international package was rejected by Canada Post within 3 hours and 56mins…..
Business Response
Date: 31/10/2022
Canada Post makes every effort to
deliver each item as addressed. However, due to our security measures and to protect the privacy of
our customers, we cannot guarantee delivery to an incomplete
address.
We appreciate you contacting our Customer Care Centre who logged a service ticket for you for proper handling. Please feel free to follow-up on Service Ticket (148318207) by calling 1-866-607-6301.
Thank you.

Customer Answer
Date: 31/10/2022

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

I am rejecting this response because:
Your delivery service could’ve called (your customer service verified they do call customer in many cases) but my delivery man chose not to. So your claim about "protect customer privacy" doesnt hold water because you do call some customers.
So what makes me special for Canada Post? Is it because what appear on the package is a Chinese name and this package comes from China? Can you promise me, that what I experienced, is your non-discriminated service? And among all customers of similar situation (packages with incomplete address info), none of them has been called by Canada Post, and their packages were all returned without further contact with neither the sender nor receiver? If so, your customer service was lying.

And I also find it hard to understand your company's claim of “they are not confident to ensure an accurate delivery”, because how could they know that they’re not confident if they didn’t even try to verify the information? If this is really for my privacy, then why for each call I made, your agents will ask all my address, phone number and email address? How come when it comes to delivery where the information really matters, your employees decide it's a privacy and security issue and decide to not use the information?
Also, what if the missing info is due to your shipping process? This is just a resonable assumption because I myself never see the shipping lable.
Or, if what you mean is "the delivery man chose not to call because they are handling too many packages and they don’t have time to put necessary efforts into each package"? If so, does it mean Canada Post, due to lack of enough human source, is providing lower quality of service for each package nowadays? This is another assumption I find reasonable because given the fact that OCt 28th at 5am it’s ready to deliver and in less than 4 hours the package has already been processed return.

And regardless of the curtly processing of my package, even when your delivery man is truly not confident about delivery info provided (needs to verify when I see the label), should there be a time window for the customers to react, decide or at least be noticed? less than 4 hours in 5am, is not allowing anyone to respond.

Sincerely,

*** ***
Initial Complaint
Date:27/10/2022
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 had 2 people show up from Canada Post.

Apparently my "Gate is broken". It is not. You need 1 finger to open it. The supervisor (****** *******) and worker ***** ******* took a video showing how easy it is to open, however they only gave me the option of changing my gate or moving the mailbox.

I do not understand why the gate is such as issue. We use this every day and there are no issues.

We have never had an issue until this last delivery person.

***** ******* was not a model customer service associate. She did not "listen, apologize, provide empathy" or even validate my frustration. Her supervisor ****** was better, however I was not satisfied with the outcome. They will take it to their health and safety committee, and I have ASKED FOR A CALL BACK. I do not expect to receive one.
Business Response
Date: 28/10/2022
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 caused you. Please accept our
apologies for your recent experience.
Rest assured your concern will be forwarded to the appropriate department for action.

Customer Answer
Date: 07/11/2022
I have not yet had a satisfactory response to my complaint about my local Brantford Canada Post.

The supervisor ****** was supposed to call me back last week and has not.

I have been leaving the gate OPEN all week so that there is no issue for mail delivery, and have NOT YET gotten any mail delivered, or even attempted delivery. I work right next to the window by the door and have been waiting for the mail.

Please have the supervisor call me with the response, as this is NOT YET settled.

Thank you,

****** ********
Business Response
Date: 09/11/2022
Thank you for the additional information. This complaint has
been forwarded to our Canada Post local delivery office for a follow up to your
inquiry.
Thank you,
Canada Post Customer Care
Customer Answer
Date: 10/11/2022

Complaint: 18322109

I am rejecting this response because: nobody has gotten back to me or even called me

Sincerely,

****** ********
Business Response
Date: 15/11/2022
Thank you for the update. 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.
Initial Complaint
Date:25/10/2022
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.
Canada Post has either never delivered my online shopping package or delivered to wrong address. It says it got delivered but I never received. I even filed complaint same day and they gave me ticket number *********. My canada post tracking number is - ****************. Canada post is asking me to claim refund or replacement from online website and website is asking me to follow up with canada post as they say it got delivered. Between them, none of them is helping me with refund or replacement and just giving me run around. Whole package has items worth of $75 to $80 CAD. Please help me out *** in this situation. Online retailer is ********** from China and I used their app to make purchase. If you need more details, let me know. Thanks
Business Response
Date: 26/10/2022
Thank you for your feedback. Your service ticket has been
reviewed and addressed accordingly. The item was properly delivered as
addressed. 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. https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.
Thank you,
Canada Post Customer Service

Customer Answer
Date: 26/10/2022

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

I am rejecting this response because:

I myself can see that it got delivered. There is just one problem not to my home.
this is the exact same run around both Canada post and online retailer giving me.

Sincerely,

********** ***********
Initial Complaint
Date:19/10/2022
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 moved to a new home and sadly there was not a mailbox key included. I have contact Canada Post on numerous occasions via email, phone, social media and was promised a resolution ASAP. The technician hasn't shown up to change the lock, provide a key, no updates and no mail for 3 weeks. Canada Post is seriously lacking in customer care, call backs and resolution. It is scary that this is considered the main way to receive mail in a timely manner.
Business Response
Date: 24/10/2022
Thank you for bringing this matter to our attention. I was
able to find a Service Ticket that was opened with Canada Post Customer Support
team on October 6th. This is not the experience we want for our customers and
regret the stress and any inconvenience this may have caused. We appreciate
your feedback, and we will work to improve the customer experience. We trust
that this issue is now resolved based on the update in the service ticket.
Should you not be satisfied with outcome of your investigation, please follow up
with the Canada Post ombudsman's office with your service ticket number for an
appeal https://www.canadapost-postescanada.ca/ombudsman/.
Thank you

Canada Post Customer Care.
Initial Complaint
Date:17/10/2022
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.
I created shipping labels through Canada Post through my solutions for small business account, and I was under the impression that unused labels could be refunded if the request was submitted prior to 90 days. I submitted refund requests for different unused labels within 90 days, over the course of my account period. While my account states that the orders were fully refunded, I now came to realize that they were actually never refunded as I didn't get the money back on my credit card, or any credit whatsoever. I have attached an excel file of all of the affected labels. I contacted Canada Post, however they state that for any transactions older than 90 days from now, they cannot do anything about, which is completely unfair since I never used their service and I had to pay for labels which I did not use, and I took initiative by requesting the refund well within the 90 days. They say that there is "nothing they can do" even though they can see that the labels were never used in their system by pulling up the tracking number. The supervisor tries to tell me that after 90 days order are archived and they can't view it anymore, which is false as the agent I spoke to before was able to pull up the tracking numbers older than 90 days without any issues. They even asked for all of my financial statements which I sent to them as proof that the refunds were never received. I have notified them that I may take further action if they are unable to resolve this complaint.

I can only attach 5 files here, however I would be able to attach the financial statements proving charges and no refund as well.
******* ********* ********* ****** ******* ********
Business Response
Date: 19/10/2022
We are sorry to hear that you are not satisfied with the outcome of this matter.

Seeing as your issue has already been reviewed and closed with our Customer Service Team and you have already filed an appeal with the Ombudsman Office, please direct further concerns with the Ombudsman’s Office. Please include your service ticket number and the appeal number they provided you.

Thank you,
Canada Post
Initial Complaint
Date:14/10/2022
Type:Customer Service 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 came home yersturday to find that the mail boxes wore replaced. No one was warned about this and I get important mail daily. When I contacted them they advised me that I can pick up my mailbox keys in about 5 days. I relay on the mail service to revive important contracts for work. And they are time sensitive and now I am locked out of my mailbox and no one can help. What kind of service is this when. This is like someone raising a package of your door step I loose money and no one cares.
Business Response
Date: 18/10/2022
Thank you for bringing this
matter to our attention. I was able to find a service ticket that had been opened
with Canada Post Customer care on October 13th, that addressed this issue. This is not the
experience we want for our customers and regret the stress and any
inconvenience this may have caused. Please be advised that this complaint was
forwarded to the Canada Post Local delivery office to address this matter.

Thank you,

Canada Post Customer Care
Customer Answer
Date: 18/10/2022

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

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

Sincerely,

******** *******
Initial Complaint
Date:12/10/2022
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 tracking number is ****************, and the logistics information shows that the delivery has been successful. On October 6th, the Courier has put the package or package key into my mailbox, but it has been six days, I have been checking every day, but I have not seen my package, I have complained to Canada Post twice. None of them got a satisfactory response
Business Response
Date: 14/10/2022
Thank you for bringing this matter to our attention.
I was able to find a Service Ticket that was opened with Canada Post
Customer Support team on October 11th, that addressed this matter. This is not the experience we
want for our customers and regret the stress and any inconvenience this may
have caused. We trust that this issue is now resolved based on the service
ticket update stating that item has been located.

Thank
you,

Canada
Post Customer Care
Customer Answer
Date: 18/10/2022
Hello.The problem has been solved and I am satisfied with it. Thank you ***
Initial Complaint
Date:12/10/2022
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 oct 7 i went to Canada post to deliver a package around 10:30 am. In few hours i went back to cancell the shipment. Because the person i am shipping to didn't fullfil hte agreement and didnt get the money. They gave me a phone number to call to deal with the issue (**********) they asked me to get a case number from the police, i did the case number is **********. Then i called back on friday around 5 oclock and canada post gave me a file number *********. Today i called to follow up they said they delivered the package to the receiver, then the aigent switched and told me we sent it back to you.i said i got nothing. Then she said its been sent to the receiver. Then i asked her to speak to a manager she kept me on hold and then she said there is a problem in the system call us back. I told her i am going to complain about you guys and you have my information you call me back and she hanged up the phone on me.the aigent employee number is ****.
Business Response
Date: 12/10/2022
We are reviewing customer’s
concerns and will be contacting the customer directly to address and resolve
this matter.

Thank you ,

Canada Post Customer Care
Initial Complaint
Date:09/10/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Canada Post to send a package to RCMP, and this package is sent on 13th Aug.. it should be delivered on 18th Aug. Now is 9th Oct, it is still "On transit".
I reported this issue to the customer service on 28th Sep. The customer service promised that they will contact me on 29th Sep, but I received nothing, no calls, no emails on 29th Sep.
I contacted customer service on 29th Sep, and they said they will update me on 30th Sep. But I still received nothing, no calls, no emails on 30th Sep.
I contacted customer service on 30th Sep, they said 30th Sep is holiday, and they will update me on 3rd Oct. I still not received anything on 3rd Oct, no calls, no emails.
I contacted customer service again on 4th Oct. they still can't give me any update information. Again, they said they will contact me, but nobody knows in how long.
They keep breaking their promises, I don't if I can't trust them being able to deliver my package to the receiver.
This package is very important documents that need to be delivered to RCMP asap. it must be delivered on time. and I can't afford losing it! Please, I am begging you, don't lose it!
Business Response
Date: 13/10/2022
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 September 28th, that
addressed this issue. It does
appear that the Canada Post Claims department is still working to resolve the issue for
you. This is not the experience we want for our customers and regret the
stress and any inconvenience this may have caused. The complaint was passed on to the Canada Post Claims team, to ensure your concerns are addressed quickly.

Thank you,

Canada Post Customer Care.
Initial Complaint
Date:05/10/2022
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.
My mail was forwarded to the Edmonton address from Winnipeg by my family.
On September 28th my family paid to have my ID sent to me xpress post 1 day delivery. They were issued a tracking number for me. Canada post has falsely advertised stating they guarantee on time delivery. We paid for next day delivery and I recieved the package 1 week later on October 5th, 22. Due to the extended time of shipping I have lost 6 days of work. I would like to see compensation for this as they are guaranteeing delivery they can not offer. I would like to know if *** can help me along with this or do I need to file a civil suite?

Thank you for your time.
Business Response
Date: 13/10/2022
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. As there was no Canada Post Service ticket provided in
your complaint regarding this matter, i invite you to get in touch with Canada
Post Customer Service support team at 1-866-607-6301 to ensure your concerns
are addressed quickly.
Should you have a service ticket created already and not
happy with the outcome please reach out to the ombudsman’s office with your
service ticket number for an appeal at https://www.canadapost-postescanada.ca/ombudsman/

Thank you,
Canada Post Customer Care.
Customer Answer
Date: 13/10/2022

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

I am rejecting this response because:
I had contacted Canada Post via chat to submit a ticket number. Their response after I started the complaint was only the sender can file a complaint.
The mail was sent to my Winnipeg address. In turn I asked my parents to drive to the city to forward my mail as I was expecting my ID and it was imperative I get it for when I was schedule to fly back to work.
I advised the chat and was told that I was not able to file a complaint as I was not the sender.

Sincerely,

**** *****
Business Response
Date: 18/10/2022
Thank you for the additional information. Like advised
earlier, 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 https://www.canadapost-postescanada.ca/ombudsman/ for an appeal.

Thank you,
Canada Post Customer Care.
Customer Answer
Date: 19/10/2022

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

I am rejecting this response because:
Canada post will not take my complaint and create a service ticket as stated in the earlier response.

I am aware that your company has not recieved a service ticket complaint on my behalf as I am told by Canada post service representative that I have to be the shipper.
That being said without a service ticket I am not able to respond to the Ombudsman.
If you can provide me with a direct line to someone whom would take my complaint and address it, please do.

Sincerely,

**** *****

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