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.
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:08/05/2024
Type:Service or Repair 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 called Canada Post to file a ticket about the state of the private lot used for our community members to pick up their mail on behalf of the property owner. The are over 160 mailboxes on the property and the agreement was that the area used for mail pick up would be maintained. Multiple complaints have been filed over the years, and the state of the lot has only gotten worse. We would like the repairs completed without delay, and for the safety of the community members that pick up their mail.
Business Response
Date: 09/05/2024
There is an assessment ongoing following the last inquiry made. Our Local Operations team will be follow-up directly with you in the coming weeks after the review with further details.
Customer Answer
Date: 11/05/2024

Complaint: 21686127

I am rejecting this response because:
I was told by the person contracted by Canada Post do the repairs that they were coming to early next week. With that said, the property owner has received no information. My last communication was with the superintendent from ****** - who said that they would pass along the confirmation that we would like the repairs done.. as we were threatened that they would not be done if we went through with our initial request to have them removed due to poor maintenance and security issues.
Please do not reply before completing the proper research. This has wasted enough of my time.
Sincerely,

*****************************
Business Response
Date: 13/05/2024
Request has been forwarded accordingly.
Customer Answer
Date: 13/05/2024

Complaint: 21686127

I am rejecting this response because:
Canada Post is failing to communicate, gravel was dropped off over the weekend and the property owner was not informed. Please explain why work is being done without myself or the property owner being informed.
This failure in communication is not acceptable and disrespectful of the property owner. Setting expectations is paramount when youre dealing with private property that was graciously provided for community use.
Sincerely,

*****************************
Initial Complaint
Date:02/05/2024
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.
Date of Transaction: November of 2023.
The amount of money you paid the business: $25 (cad)
What the business committed to provide you: Delivery of my parcel to my receiver and sending back the parcel to me as sender when receiver did not get it within allowed time
What nature of the dispute is: compensation of the value of my parcel or return to me my parcel
Whether or not the business has tried to resolve the problem: no for me
Account/ order/ tracking number: ****************

Please see attached documents:
1. My letter to the ombudsman of Canada Post- complete details of my tracking number and ticket case.
2.Ombudsman letter to me with their decision
3. My response letter to the ombudsman's decision.
Business Response
Date: 03/05/2024
Thank you for your inquiry.
Your case has been thoroughly investigated by Canada Post and the Office of the Ombudsman. Both parties provided the final decision as per your attachments. This matter is now considered
fully addressed as all available information has been provided.

Customer Answer
Date: 03/05/2024

Complaint: 21659940

I am rejecting this response because: I attached the letter I sent back to the Ombudsman's email to me. I put all my remarks and I would like to get an answer from those flaws/ faults of the process of Canada Post regarding my case ticket. It is clearly detailed there that they have to return to me my parcel or refund me the value of my not delivered parcel which is $3,900 in cad.

Sincerely,

******** *******
Business Response
Date: 07/05/2024

As per previously stated, this matter has been thoroughly investigated by Canada Post and the Office of the Ombudsman. Final decision has been issued and there is no further information to provide at this time.
Customer Answer
Date: 07/05/2024

Complaint: 21659940

I am rejecting this response because: I sent a letter as response to the letter to me of Ombudsman. I put my remarks there especially these 2 things: (1) Why my parcel was not returned to me it should be returned to me within 30 business days. Canada Post is responsible sending back to the sender the parcel if receiver was not able to get it within the allowed time. (2) There was no delivery notice card left.
It is unfair for the consumer that Canada Post will just say that there were no further scans happened to my parcel as its clear that my case is a Canada Post process issue.
Confusion in my label was not my fault as there was no any "return" when I created the label. This is 100% and clearly Canada Post's fault.
I attached here the letter I sent back to the Ombudsman. I will need a response to my remarks / questions.
This is so unfair to me as the consumer. Canada Post is 100% responsible for it. I will understand if it got lost in different way but it was clearly went back to the depot and Canada Post is not making an effort to look for my parcel and just tagging it lost because of the timeline. That is so unfair to my end. Clearly showing investigation happened was not complete and just to clear this case it will be tagged as investigation is done.

Sincerely,

******** *******
Initial Complaint
Date:18/04/2024
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.
Today, April 18, 2024, in the morning, I went to the Canada Post Office inside of Rexall Pharmacy Maryland located at ****************** to pick up a parcel from Amazon.ca.The employee in charge of the post office didnt find the parcel even though I provided to her the ** tracking ************** of it; and she looked for the package into the room as well.This is not the first time that this has happened in that place, some months ago; I let to know about this situation to the manager of the store, but the problem still continues. The store is not providing good training to their employees. As a consequence, this problem happens over and over again.According to the information provided by Amazon.ca the parcel arrived to the post office on April 10, 2024, and its ready to pick up.Best regards,*****************************
Business Response
Date: 19/04/2024
Thank you for bringing this matter to our attention.
However, upon checking, your tracking number (************) seems to be incorrect or incomplete. Canada Post tracking number is generally 16 digits long. Kindly contact the sender and confirm your tracking number/ courier use for this shipment.
Thank you.
Initial Complaint
Date:04/04/2024
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.
On March 26th 2024 the tracking system (Canada Post Tracking Number: ****************) for my package indicated it had been delivered to my community mailbox. I received a parcel mailbox key in my personal mailbox, which should have allowed me to access my package. However, upon using the key to open the parcel mailbox, I discovered it was empty. There was no sign of the package that was supposedly delivered.Following this, I immediately contacted Canada Post's customer service for assistance. I was informed that an inquiry would be conducted, and I would be contacted within three working days. Unfortunately, no one from Canada Post reached out to me within the stated timeframe.In an attempt to resolve the issue, I initiated a chat with Canada Post's support team. During this interaction, the representative informed me that they would not be able to assist me further and advised me to contact the seller for any further arrangements. The representative claimed that an investigation had been conducted, although I question the thoroughness and timing of such an investigation, considering it was a holiday followed by a weekend.I believe that the responsibility for the delivery and safety of the package lies solely with Canada Post, as the item had been handed over to them for delivery. It appears that the delivery personnel may have misplaced the package and erroneously placed the key in my mailbox, or the package was placed in an incorrect mailbox. The lack of accountability and the runaround provided by Canada Post customer service is unacceptable and has left me without recourse to retrieve my parcel. I would like to hold Canada Post accountable for the loss of my parcel and the inadequate response to my inquiries. I seek a thorough investigation into the whereabouts of my package and proper compensation for the loss incurred due to this mishandling.
Business Response
Date: 05/04/2024
Thank you for your inquiry.
The experience you described does not reflect the service we wish to provide our customers and we regret any inconvenience it may have caused.
Despite the best effort of our employees to locate your item, your item remains inaccessible. Therefore, as per our standard procedure, the sender of the item must file a claim from the ********************** where the item was sent from.
Kindly contact the sender directly for further assistance.
Customer Answer
Date: 05/04/2024
Complaint: 21530280

I am rejecting this response because: Clearly Canada Post had my package and lost it.

Sincerely,

Diloshan Sivakumaren
Initial Complaint
Date:02/04/2024
Type:Billing 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 stopped accepting mail from other mailing services, such as DHL, etc. Then why they charge ** for mailing box?!!!It just doesn't make sense! how am I supposed to track who uses which postal service?!!
Business Response
Date: 03/04/2024
In order to better assist you, we need more details about your situation. Please contact our ******************** directly at **************.
Initial Complaint
Date:26/03/2024
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.
Canada post's drivers do not attempt to deliver packages, especially the ones that require signature by the receiver of the package. They simply say that the attempt was made and no one was available to receive the package, so the package needs to get picked up. I was expecting a package on March 25th 2024, therefore I stayed home to be available to receive the package. The company did not attempt to deliver the package, and simply said that I was not available, so I have to go pick the package up ( a heavy coffee table). This time they did not even bother leaving a notice card. I have taken photos of the front door and mail room few minutes after they said I was not available as a proof that no one attempted any deliveries. I tried to resolve the issue with their agent, but I was told that they do not do re-delieveries, which is false, as they never attempted to deliver the package in the first place. They need to be hold accountable for their untruthful actions.
Business Response
Date: 27/03/2024
Thank you for bringing this matter
to our attention. This is not the experience we want for our customers and we
regret any stress or inconvenience this may have caused you. We encourage you
to contact our Customer Service Centre at ************** with your tracking
number and address for further assistance regarding this matter.

Thank you
Canada Post
Customer Care
Customer Answer
Date: 27/03/2024

Complaint: ********

I am rejecting this response because:
As I previously explained, I already reached out to customer service on March 26th 2024, and the response was that they cannot help me with this matter and they are not willing to deliver the package. I request you to discuss this matter with your customer care team first and then direct them to reach out to me to schedule a time and date for a real delivery attempt.

Sincerely,

***** ********
Initial Complaint
Date:22/03/2024
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.
Date: 2024-03-21
Paid: $34.86 and was told at Canada Post that my package would be delivered the next day.
When the person I sent package to said it had still not been delivered I went to tracking website & was told it won’t be delivered until March 25, 2024 = Monday.

I then chatted with automated person online tonight who did not help at all to get package delivered as per what I was told. I would never pay over $30 for a package it not delivered 1 day service. Canada Post is false advertising.
Business Response
Date: 25/03/2024
In order to assist, we need your tracking number and service ticket number for review.
For immediate assistance, you may also contact our Customer Care directly at ***************

Customer Answer
Date: 25/03/2024

Complaint: 21474372

I am rejecting response from company. I attached receipt with the tracking number as they requested.

Sincerely,

******** ******
Business Response
Date: 26/03/2024
Unfortunately, were unable to open your zip file. Kindly reply back with your tracking number in the response box or attach a pdf or jpeg file.
Thank you.
Customer Answer
Date: 26/03/2024

Complaint: 21474372

I am rejecting this response because:
here is the tracking # as requested
****************

Sincerely,

******** ******
Business Response
Date: 27/03/2024
Thank you. Someone from our Customer Care will contact you directly.

Customer Answer
Date: 29/03/2024

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

I have reviewed the response made by the business in reference to complaint ID 21474372, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
Date:22/03/2024
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.
Canada Post Duty and Taxes
Confirmation number: ******** Tracking number: ************* Authorization number: ****** I pre paid $42.16 CAD in duties online to have my package released from Canada Post.

The merchant that I purchased from sent me the wrong order. I didn't receive any of the two items I ordered worth $113 CAD in total.

Instead, I received only one item worth $16 CAD which I did not even order! (see attached pictures).

The merchant is only willing to refund me the cost of the order ($113 CAD). They will NOT reimburse me for the $42.16 CAD in duties I paid to get this package.

I am requesting a refund of the duties amount of $42.16 CAD because I did not receive any of the goods that I purchased. The item that I did receive costs only $16 CAD which is under the duty limit, so I should not have been charged any duties at all if Canada Post thoroughly checked the contents of the package.

I am aware that we have to mail in documents to appeal the duty amount but why should I have to waste further money on postage and printing to send over documents when this isn't even my fault? The process is archaic and I'm requesting that you refund my Mastercard ending in **** for the $42.16 CAD.

I have attached all supporting documents to this complaint. If you have to contact me, please email me instead of calling at: ********************
If I do not receive my refund, I will be filing a chargeback with Mastercard.

Thank you
Business Response
Date: 28/03/2024
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. Unfortunately customs duties and taxes are sent
directly to Canada Border Services and Canada Post does not have any control on their
decision making . Should you wish to appeal, please contact CBSA directly and
advised them of this matter.

Thank you,

Canada Post Customer Care.
Initial Complaint
Date:15/03/2024
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.
On Feb 28, 2024 I mailed a package with contents that were over $200 in value. I paid $65.74 including an additional $200 in insurance ($300 total in insurance). The package was a brand new moving box, well taped and everything inside the box was secured with plenty of bubble wrap. The box was considered heavy and was marked well with their stickers. As I was moving, I mailed the parcel to myself in another province for pickup. When picking up the package, I noticed a crushed corner on the box but couldn't hear anything moving inside. But you could clearly see that the box had been dropped on the top corner. Once home I opened the package and removed the bubble wrap and saw that on the corner of one of the items in the package was damaged beyond repair, which was also where the corner had been crushed on the box. I filed a claim through the insurance and has been denied, claiming that the packaging wasn't sufficient even though I had followed all of their requirements for shipping. I wish to receive payment for my insurance claim of $265.74. Ticket Number: ********** & Tracking Number: ****************.
Business Response
Date: 25/03/2024
Thank you for bringing this matter to our attention. This is not the experience we want for our customers and regret the stress and any inconvenience this may have caused you. Should you not be satisfied with outcome of your investigation , please reach out to the Canada Post ***************** with your service ticket number. ***************************************************************************** to review your file.

Thank you,
Canada Post **************
Customer Answer
Date: 02/04/2024

Complaint: 21439308

I am rejecting this response because I have already filed with ombudsman under file number 00019849 and the file hasn't even been assigned yet. After reading many reviews it seems in most cases they don't ever respond or the file will be lost between them and handing the claim back to Canada Post.

Sincerely,

**********************
Business Response
Date: 11/04/2024
Thank you for your reply . As the claim has been denied by Canada Post , the best option will be to wait for Ombudsman to review your file. Again, this is not the experience we want for our customers and regret any inconvenience this may be causing you.

Thank you,

Canada Post **************
Customer Answer
Date: 19/04/2024

Complaint: 21439308

I am rejecting this response because ombudsman has not reviewed the file yet and no one has reached out to me.

Sincerely,

**********************
Business Response
Date: 29/04/2024
Thank you for reaching out again.Please wait for the Ombudsman to review your file, as your claim has been denied by Canada Post.

Thank you,
Canada Post *************
Initial Complaint
Date:14/03/2024
Type:Customer Service 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.
Asked a few times of Canada Post to give me a shipping manifest document Customer Service acts all clueless and their Compliance & Regulatory Affairs Officer, ****** ******* I got from her an email reads this, "As for the information on the address, I don’t have access to that information therefore Customer Service will be able to better assist you in that regard.", ...which as presaid Customer Service has not done giveover of, and as said I asked a number of times. Now I'm turning to here. I am asking for a shipping manifest document, you have my email, ***** ************************** Send to it.
Business Response
Date: 22/03/2024
Thank you for bringing this matter to our
attention. As there was no
Canada Post Service Ticket provided in your complaint. I invited you to contact
Canada Post customer support at ************** and this will be escalated to the
right team for action.

Thank you,
Canada Post Customer Care.
Customer Answer
Date: 26/03/2024

Complaint: ********

I am rejecting this response because:
This person works higher up in canada post, resultingly a shipping manifest document no doubt retrievable and sendable to my email by this person. Canada post customer service though may have the intel, they I know lack access to shipping manifest obtainment, but this person no doubt can get access to it retreive and send. If any of you need my email on which to send it, may ask for my email here.
Thanks in advance.

Sincerely,

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

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Canada Post Corporation is NOT a BBB Accredited Business.