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Business Profile

Delivery Service

Purolator Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

This profile includes complaints for Purolator Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Purolator Inc has 37 locations, listed below.

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    Customer Complaints Summary

    • 98 total complaints in the last 3 years.
    • 74 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Friday May 9th, 2025 @ 5:20pm. On the phone with Purolator to try to get my package delivered ******** *** ****** ** *** **** ** ******* *** **** **** ** *******. Purolator driver says. " Fri. May 9, 2025 - 2:40 p.m. HALIFAX, NS Delayed in transit due to no access to street ". This is totally incorrect. Driver said the same thing last Friday as well when attempting to deliver package to me on a Friday afternoon.
      ******* ***** ******* ** ******** ** ******* ***** **** ** **** ** ******* ** ******* ******* ** **** *** ***** *** ****** ** * ***** ************ *** ** **** ******* ****** ********* * ******* **** ********* **** ** ******** * *** *** *** ** ******* ****** **** ******* **** **** ******* ***** **** ** **** ** ******* ** ******* ********

    • Initial Complaint

      Date:11/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an Order **** **** * **** ***** December 27, 2024 - I received one delivery of 7 out of the 33 items. The rest never came. It was heavy full of candles, soaps, etc and most were 'going out of stock' items. I kept trying to call, follow up, have the package traced, and the service was just horrible. I had to resend emails. *** **** * ****** ** **** * ***** ****** *** *** ******** *** **** *** **** ********* **** **** **** *** ****** ******

    • Initial Complaint

      Date:28/03/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 a rare guitar using Purolator.
      The item was double wrapped with multiple fragile stickers on it.
      I paid the insurance for $1100.
      Purolator split the bottom of the guitar in shipping. The impact was clearly directly on the strap knob as that is where the guitar split. (There was no damage anywhere else.
      We had an invoice done for a repair ($600).
      After 4 months of chasing Purolator and fighting to keep the claim moving, they cancelled the claim saying we get nothing.
      We fought them and eventually got $250 back.
      This is not enough for even the repair and I paid the insurance for an $1100 item.

    • Initial Complaint

      Date:06/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered a watch from a company called ******** located in Vaughn. They offer shipping and though ****** **** is on strike, I chose the option to ship. It happened to be Purolator, and because of the price of the item, it required a signature at delivery.

      However, Monday’s delivery was at 10am when no one would be home, and I received a notification saying as such. When I was able after work, I chose to have it redelivered through the website chat bot.

      At noon on Tuesday I received a notification that the package was now back in Owen Sound facility, and I could pick it up after 2pm or something to that effect. So I drove from Alliston where I work, all the way to the Purolator facility, only to be told that I had chose the redelivery option. I was not impressed, but they assured me the package was on the truck and to expect it Wednesday at some point before 7pm.

      I purposely took the day off so that I again would not miss the delivery as on Monday. However, the day came and went, with no notifications, and no delivery made.

      Again I went onto their website after calling customer service ****** *******, as there was substantial waiting times. I did not see anything change in the site regarding my package. When I tried to select a pickup option, there was no way to move forward with the option. The chatbot and website would not allow me to go forward with that option.

      So today is now Thursday, with no delivery made, no further updates or notifications. I have no idea where it is or the status of my package anywhere.

      ***** ** * *** ***** ****** *** ****** *** * **** **** ******** ****** ** ***** ****** *** ******** ******** ******* ************* ******* 
      Even if the package is delivered, I am still wanting to make a claim regardless. And if not, as it’s shaping up to be, then I very much require any help you can offer to ratify this situation.

      Customer Answer

      Date: 02/01/2025

      After many days, I finally did receive my package from Purolator, and it has been delivered.

    • Initial Complaint

      Date:04/07/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 live in townhouse complex there are few entrances they are paving at one so the driver refused to go 2' down road in other driveway and said road was closed when it is not. Purolator has my parcel will not let me pick it up in Brantford facility *** customer service said I can't don't know why as have done before. I have paid ******* already they said contact Purolator but they are refusing to co-operate so Purolator owes me the cost of $132.00 for the item as they have it and won't give to me.

      Customer Answer

      Date: 23/07/2024

      I have received the package I had to go pick it up at the depot in town thank you for your help

    • Initial Complaint

      Date:30/05/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Reference order # ************.

      This expensive item was redirected ****** **** ********* *****. Then upon contacting Purolator via chat the agent ignores my first concern and terminated the chat when I reminded her.

      To compound things further, Purolator has done nothing to expedite this item - delayed ******* ** ***** ****** *** ** ***** ******* ******* **** ** ** ********** ******** ***** **** ****** ******** ********** ******* ******* *** *******

    • Initial Complaint

      Date:29/04/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 ordered from ******. I was told it would be delivered to my home and not a drop off location. It was not. When i contacted purolator they said they said I was not home so they left it at a drop off location. I was home all day. I had to return the item and order a replacement. After I placed the order with ****** I called Purolator and asked if it would be delivered to my home this time. They stated that everything they showed in their system says yes. **** ******* ** **** ***** ****** ** ** *** ** ******** ***** ***. ****** called Purolator and told them it needed to come to my home. They did not do it again, even though their system said they would. I had a supervisor hand up on me. * ****** ****** **** *** **** ********* *** *** *** ********** ** **** *** **** **** **** *** ********* *** * *** **** ****** ****** *** **** ***** ***** **** **** ***** ********** * **** ***** ****** ********** **** ****** **** ********* *** ****** **** **** *** *****

    • Initial Complaint

      Date:27/02/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ashipment with tracking number ************ was scheduled for delivery from Ogden, QC to Longueuil, QC via Purolator Ground service. However, the package did not reach its destination, with its last known location being the sort facility in Boucherville, QC.

      Purolator conducted an investigation. Unfortunately, the search results were negative, and proof of delivery could not be provided.

      Efforts were made to escalate the matter to the depot for further investigation, and a trace and claim file (Case Number: ********) were opened.

      The receiver filed a claim, requesting compensation for the lost item. However, with only a maximum payout of $100.00 offered.

      Further attempts were made to resolve the issue, including requests for pickup at the sort facility and escalation of the claim amount. However, no satisfactory resolution has been reached.

      On February 12, 2024, Guylaine D., a tracing specialist at Purolator, confirmed that the package was not found in the Boucherville facility's Lost & Found. She suggested that it could be located elsewhere, potentially even in British Columbia.

      The package was then traced and allegedly returned to the ****** FBA warehouse. This development raises questions about the effectiveness of Purolator's security measures and logistics protocols.

      Purolator emphasizes its "security-minded approach to logistics" and claims that "a security-focused provider should ensure real-time access to shipments' whereabouts." However, the fact that the package was returned to the ****** FBA warehouse contradicts these assurances.

      Furthermore, if there was indeed an old label on the package, it was well covered and clearly indicated as invalid. Even if the label caused confusion, it is perplexing that the tracking department did not utilize the case I opened to ascertain the original package destination, rather than automatically redirecting it based on an outdated label.

      Business Response

      Date: 29/02/2024

      Dear ********* ******, 

       

      I am very sorry to hear about your recent experience with Purolator Inc., and, as such, please accept my deepest apologies for this issue.  We are committed to doing the right thing, the right way; and from what I can tell, your experience is less than what value for our customers.  I have looked at the PIN; but I will need more information in order to assist.  Please let me know if you want me to call you or we can do this by email: **************@*********.com

      I look forward to conversing with you, thanks!

       




      Regards,  
      ***** ******** BA, MA(PHIL)
      Client
      Support Specialist 

      Tel ###-###-#### Ext:
      71136 | Fax ###-###-#### 
      www.purolator.com  



      Connect with us: 
      ******** | ******* | ******** | ********* | Mobile
      app 

      Our goal is to deliver quality customer support and we
      welcome your feedback.  Tell us something good we’ve done or what you
      think we could do better.   
      Simply send an email to: *****************@*********.com   
      We wish to thank you for your feedback. 

      Notre objectif est de fournir un soutien à la clientèle de
      qualité et nous apprécions vos commentaires. Faites-nous part de ce qui a été
      bien accompli et ce qui doit être amélioré.  
      Il suffit d'envoyer un email à: *****************@*********.com 
      Nous tenons à vous remercier pour vos commentaires. 

       

    • Initial Complaint

      Date:01/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 are home the whole day. And they said it’s failed delivery.

      My camera recorded this: The delivery guy parked his car near my house. He did not bother to get off car ring the bell to check if we are home. He sat in the car and left in 2 mins, the marked no one home and failed delivery.

      It was on my regular working hour (at home), I did received 2 unknown phone calls without voicemail. I don’t know if it comes from the driver or other spam calls. This is highly unprofessional, at least the driver should get off the car and ring the doorbell to check if people home instead of sitting in the car calling customers without voicemails.

      Business Response

      Date: 01/12/2023

      Hello *****, 

      I am deeply sorry this happened to you- I would love to learn more about your recent experience with Purolator Inc., would you like me to call you or email.  I will let you decide.  I will await your response, thanks!

      Regards,  

      ***** ******** **
      Client Support Specialist 

      Tel ************** Ext: ***** | Fax ************** 
      www.purolator.com  

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

    • Initial Complaint

      Date:16/03/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Purolator runs logistics for **** Canada ** ***** **** * **** ******* **** ********. They are in possession of my personal keys that were accidentally sent there with a **** return. I have provided a ***** label to return these keys to me. Despite doing so they have not returned my keys. I have reached out to their logistics team by email and received no reply. Please return my keys!

      Business Response

      Date: 21/03/2023

      Dear BBB,

      We have received the complaint notice in regards to ********, we will be looking into it.

      Mathieu L.
      Client Support Specialist

      Customer Answer

      Date: 21/03/2023



      I am rejecting this response because, it fails to address the nature of my complaint!


      Sincerely,



      ***** ***

    Purolator Inc is NOT a BBB Accredited Business.

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