Complaints

This profile includes complaints for Penguin Pick-Up's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penguin Pick-Up

  1900 Eglinton Ave E Scarborough, ON M1L 2L9

• 

  Penguin Pick-Up

  1 - 650 Dundas St E Toronto, ON M5A 0R3

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:04/10/2023

  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.

  ******** *** ******** ***** ******* ***** Went there on August 4, to courier a package to Newfoundland. Specifically told them it needed to get there in less than a week. They told me that they would deliver it via *****. They said the package would be delivered on August 7. On August 8, the recipient called PenguinPickUp who said that the package was still there - one day AFTER promised delivery. We tried to get it back from them, but they eventually gave it to ***** later on August 8. Long story short, the package was delivered August 15 - a full 7 days after they promised delivery. The recipient was already gone from that location - and had to pay a local Newfoundlander $20 to ship the package to her. Trying to get my money back from PenguinPickUp. They are ridiculous. Now staff are *****, saying that there was an option for Express delivery and I chose to do ground delivery - why would I do that when Newfoundland is on an ISLAND! Money was no object. I would have paid any price. ******** ** ***** ************ **** ***** **** ** ********** *********** ****** ** ***** *** ******** **** THEY DID NOT PRESENT ANY OPTIONS for delivery. I didn't ask them to ship *****. They charged me $52 with a promise to deliver August 7, yet on August 8, they had not even given it to *****. They're alleging that they've investigated the matter - ********* ****** ** *** ***** *** ****** ** ********* ********** ** ******** **** ********* ******** ******** ** *** *** **** ************

  Business Response

  Date: 12/10/2023

  
  Subject: Clarification on Customer's Shipping Concerns
  

  To Whom it May Concern,
  
  I'm writing to address a recent concern raised by one of our
  customers about a ***** shipping service facilitated through PenguinPickUp.
  

  To begin, I would like to clarify a few points:
  

  The
  customer chose a specific ***** delivery option, as evidenced by the form we have on file.
  Our store
  associate informed the customer of an upcoming holiday, which would result
  in the courier picking up the package the following business day.
  

  There
  seems to have been some initial confusion, as the customer provided us
  with an incorrect store location when first getting in touch.
  *** *************** **** *** ********* ********* *** ************** ***** **** **** ******** *** **** ******** Notably, the document clearly informs the
  customer of the estimated delivery date, calculated from the day of
  shipment.
  

  For
  further transparency, we also have video footage that shows the customer
  viewing our associate's computer screen. Additionally, there's a recording
  of her signing for the service she opted for and paid.
  

  It's
  crucial to highlight that PenguinPickUp is not the courier. We merely
  facilitate the interaction and service between customers and courier
  companies, in this instance, *****.
  

  The
  customer seems to be under the impression that because the recipient
  resides on an island, the ground shipping option was inappropriate. We
  would like to emphasize that the shipping mode and the recipient's
  location are unrelated in this scenario.
  

  ** ***** *** *********** **** *** ******** ****** ** ****** *** *** ********* ** ********* *********** *** ********* ********* ** ****** ******* **** *** ****** *** ******** ******** *** **** ** **** * ************* ************* ** *** ********** If there are any further questions or if more
  information is needed, please do not hesitate to contact us. Please note that,
  for compliance reasons, a legal request will be necessary to access and share
  the video footage.
  

  Thank you for your attention to this matter.

  PenguinPickUp 

  
  

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ***** *** ******* ************ *** *********

  the staff from Penguin Pickup never informed me that there were 2 types of service (& maybe more, I wouldn’t know). I signed the form that was given to me as there was no other option ever given to me. Had I known that there was an express service that could get my letter to Newfoundland even faster, I would have taken it.  ** ** **** ***** **** * ***** * ********** ******** I told the staff member that I needed the letter delivered to Newfoundland in less than a week and i purchased the only service they sold me.

  ** ** ** ******** ******* ** **** **** *** ** ***** ****** **** ** ** *** ******* *** ********* *** ******* ***** ** ****** ** *** **** **** I have no idea when the package was supposed to be picked up. I only know when it was supposed to be delivered. The staff person told me definitely that the package would be delivered to Newfoundland on September 7 - yet on the 8th it had not left Toronto. Why would I be surprised by this if the staff person informed me?

  *** **** ******** ****** ** *** ******** *** **** yes, I signed the forms they gave me and yes, I looked at the computer screen. Again, they told me I was purchasing a service that would have my package delivered on September 7th. I did not choose it. If they had informed me of a faster service, I would have purchased it..Money was no object.* **** **** **** **** ***** **** *********** ******* **** **** ********* **********

  ** ** *********** **** *** ** ***** ****** ***** ***** ****** *** ******** ** *********** **** *** **** ******* ** ******* ********* **** **** *********  I paid them $52 for a service they did not deliver on.

  I do not know what they are referring to in respect to confusion about the PP location. I know the recipient called PP from Newfoundland as she inquired with them also, seeking her package. However, that has nothing to do with me.

  I continue to seek refund of $52 from PP. They continue to state that they are not the courier.  They are correct. However ***** did not promise me a delivery date of September 7, PenguinPickup did.  

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 20/10/2023

  Re: Response to Allegations Regarding ***** Shipment #************
  
  To Whom It May Concern,
  
  We write in response to the allegations concerning the shipment dispatched via *****, tracking number #************.
  
  On the date of dispatch, Ms. ***** ****** personally signed the ***** Shipment Summary presented to her on one of our store *****. We possess video footage from our store cameras clearly showing Ms. ****** digitally signing the said document.
  
  The ***** Shipment Summary explicitly states an "Estimated Delivery Date: In 6 business days." It is pertinent to note that the shipment was initiated on Friday, August 4th. However, this day does not count as the first business day. Moreover, August 7th was observed as a holiday. Thus, the first business day post the drop-off was Tuesday, August 8th. The package was successfully delivered on August 15th, aligning perfectly with the 6-business-day delivery estimation provided by *****.
  
  Furthermore, we hold an audio recording from a phone conversation that occurred at 9:54 AM on August 8th. During this call, the individual identifies as Ms. ***** ****** and discusses the aforementioned shipment. She mistakenly claims that the shipment was initiated at the PenguinPickUp on ******* ******, while our records and evidence show it was the *** ****** ****** **** PenguinPickUp.
  
  It's important to emphasize that ***** was the courier service in charge of this shipment, not PenguinPickUp. Therefore, any grievances or claims should be directed towards ***** for resolution.
  
  We pride ourselves on maintaining transparency and professionalism with our clients. In light of the evidence and records we possess, we firmly believe the allegations are unfounded. This will be our final communication on this matter, and we advise addressing any further concerns directly with *****.

  Thank you,

  PenguinPickUp

  Customer Answer

  Date: 20/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ***** ******** ** ** ************ *** *********  ** ** ************* **** ** ***** ******** ** *** ***** ***** ********** ** ******* ** * ******* *** ***** **** *** *** ******* ***

  I did not purchase a service on August 4th, to be delivered on August 15th!  Why would I do this, when the recipient would no longer be at the location in Newfoundland at that time.  It's interesting that there's recording of me, but there doesn't seem to be one that shows that the first thing I said upon entering the PP location is "How fast can I get a letter to Newfoundland?"  The PP staff said 'a week'.  I stated clearly "That's no fast enough, I need it there in less than a week".  They said, "You need it there immediately".  I said "yes - less than a week".

  They stated clearly "I can have it delivered on August 7th. I can get it there via *****".

  At no point did the PP staff ever offer me any other package or service.  At no point did any staff reference the upcoming civic holiday ****** ***** **** * **** **** ********,  At no point did any PP staff ever note that there could be any delay due to a holiday or any other reason.  They said clearly, "I CAN GET IT THERE FOR AUGUST 7".  End of story.

  The PP response is only accurate in that I signed the shipment documents.  Yes - I did.  I have the shipment document in front of me right now on my office desk. They had me sign several forms hard copy and digitally.  I even left the PP site and went next door to a restaurant, and they went over there, and asked me to return and sign even more.  I don't dispute this.

  The staff told me that my package would be delivered to Newfoundland on August 7th.  I have never veered from this. However PP in their responses have added on - there was an express package that I could have bought, they told me about the holiday, they told me it would be given to ***** after the holiday.  They keep adding on and changing their story.  If any of those things were true, I would not have bought the package from them.  Why would I buy a shipment package that would be longer than a week?

  ** **** *** ** ***** ************ *** ************ * ****** ****** ** ************  No one from PP has disputed in any response that I asked for the package to be shipped in less than a week. From their responses, the PP staff knew that there was no way my letter could get to Newfoundland in less than a week as they are stating now that staff noted that it would be delayed by the holiday.  That doesn't make any sense.  If my understanding from the PP staff was that my package would be delivered to Newfoundland on August 7th, how could it possibly make sense that they then told me that they would give it to ***** on August 8th after the holiday? I would not have bought the $52 service.

  Re: the vocal recording - that is not me. I did not speak with PP staff on August 8 or any time after August 4th.  The person on the recording is likely my sister, the recipient, Camille ******.  She was calling seeking her package.  She may have been unclear of which site I used, because she knows that I live in Leslieville, closest to the ******* ****** site.  However, the call was not from me.  Feel free to compare the vocal recording to my voice as we are two completely different people.  My sister called from Newfoundland seeking her package, as she expected it to be delivered on the 7th, as I had reported to her on the 4th that this is the package that I bought from PP for $52.

  I continue to seek a refund of $52 from PP.  It continues to be disappointing to hear the level of untruths being told regarding this service.  This has been terrible service from PP.

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 06/11/2023

  Response to Customer Complaint Investigation: 
  
  Thank you for allowing us the opportunity to address the concerns raised regarding a recent customer complaint filed against PenguinPickUp.
  Upon reviewing the situation, we encountered conflicting accounts of the interaction between the customer and our staff. In such cases where the truth is contested, we rely on our established protocols and records to guide our resolution process.
  

  PenguinPickUp operates with rigorous training programs to ensure our staff is well-equipped to handle our customers' parcels with care and adhere to our verification processes. ** ********** **** **** ** ************ ********** ** ***** ** ****** * ************* ****** ****** ** *********** ***** *** ***** ** *** ***********
  

  In the case in question, we have documented evidence that the customer made a selection from the courier options provided and proceeded to sign the delivery document. The signed document confirms the date and receipt of the parcel, which forms part of our standard delivery verification process with the courier. 
  

  Further developments have revealed that an individual, claiming to be the customer’s sister and presenting herself as "***** ******," contacted us.This has introduced another layer of complexity to the situation, as there are now claims that there may have been misrepresentation involved.

  Our supervisor has conducted a thorough investigation, which included a review of the staff member's performance history. *** ***** ****** ** ******** *** * ********** ****** ** ******** ******** *** ***** **** **** ** ******** ********* ** **** *******
  

  In the spirit of transparency and due diligence, we are prepared to provide all necessary documentation and cooperate fully with any further investigations required. We take the integrity of our service and the trust of our customers very seriously and are committed to resolving this matter with the utmost attention.
  

  We appreciate your attention to this matter and look forward to your guidance on any additional steps we should take to assist in this process.
  

  Sincerely,

  PenguinPickUp

  
  
  

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ** ********* ** ** ****** **** ******** *** *************

  For example, the response from PP states: In the case in question, we have documented evidence that the customer made a selection from the courier options provided and proceeded to sign the delivery document. The signed document confirms the date and receipt of the parcel, which forms part of our standard delivery verification process with the courier. 

  The PP staff did not provide any courier options.  They advised that they would have the package delivered for August 7 via *****.  I've never disputed signing the forms - and as noted, signed a myriad of forms that day, so much so, that even when I left PP and went next door to a restaurant, the PP staff followed me over there, and had me return to sign more.  I have never veered from my statement that the PP staff did not offer me any options.  They sold me a $52 package that they said would have my package delivered on August the 7th.  I signed the papers they gave me.

  *** **** ******** ** **** ******* ** **** they state that someone saying that they were the customer's sister, and saying they were ***** ****** called, which added complexity.  Which is it?  I'm ***** ******.  If the person said she was my sister, then they couldn't also be ***** ******.  Regardless, my sister's call should actually provide evidence that the agreement between myself and PP was that the package would be delivered on Aug 7th.  My sister, the recipient called PP on August the 8 as she was seeking the package that should have been delivered the day before. On August 4th, this was the information that I gave my sister, immediately upon leaving PP as that is what I had agreed to.

  My story has not changed.  PP did not offer me any options. On August 4th, I told PP I needed the package delivered in less than a week. They said they would deliver on August 7th. They did not even give the package to ***** til August 7th.  They did not offer me any other options.  I do not know how many times I can state this.  They sold me a $52 package and did not deliver.

  It is not of any interest to me what this PP staff's record was previous to this incident. I can only attest to the actions of the staff on August 4th, 2023 - and on this day, they sold me a $52 package, with a promise to deliver for August 7th.  

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/11/2023

   
  Subject: Formal Response to Customer Complaint 
  

  Dear Better Business Bureau,
  

  I am writing to address a customer complaint filed against our company. In this communication, I intend to present the facts of the case, which can be supported by legal documentation and evidence (which needs to be requested), to clarify our position.
  

  The core of the dispute revolves around the customer's allegation of being provided incorrect information regarding the shipment of a package. However, it is essential to highlight that the customer had willfully signed a legally binding agreement that precisely outlined the shipment timeframe.

  This document, which the customer acknowledged and agreed to, is pivotal in this discussion.
  

  We have incontrovertible evidence, including video footage, which clearly demonstrates the customer's awareness and understanding of the terms during the signing process. This evidence upholds the legality of the document in question.
  

  Regarding the customer's claims about the veracity of the communication between them and our associate, it is important to note that these assertions are unsubstantiated and, as such, cannot be reliably tested in a legal context. The onus was on the customer to select an alternative courier service or seek services elsewhere if they were dissatisfied with the options presented.
  

  We request the Bureau's assistance in obtaining the mentioned video footage, which will further substantiate our claim that the customer was fully aware and in agreement with the terms at the time of signing. 

  ******** **** **** ******* *** **** **** * **** ** our standard shipping form. This form clearly outlines the various courier options available to our customers. In this particular instance, the customer selected ***** as their preferred courier service. Following this choice, our associate then inquired whether the customer preferred the Ground or Express option. The customer opted for the ***** Ground service and subsequently agreed to the associated delivery timeline, which was faithfully adhered to by the courier.
  

  The package was delivered within the agreed timeframe, as per the legally binding document signed by the customer. The allegations of misinformation appear to be unfounded and not supported by the evidence at hand.
  

  We trust that the Better Business Bureau will review this case objectively and make a decision that reflects the factual circumstances and legal agreements involved.
  

  Sincerely,
  PenguinPickUp
  

  
  

  Customer Answer

  Date: 23/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ** ********* ** **** *********** **** *** ****** ****** *** ***********

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

  The PP staff did not provide me with options. On August 4th, I asked how I could get a letter to Newfoundland in less than a week, and they told me that they could get it there for August 7th via *****.

  ***** was not my preferred courier.  This was the only courier ever presented to me by PP.  I don't know what couriers they use?

  They did not offer me ground or express or any other option.  They simply told me, "I can get the letter delivered on August 7th via *****".

  I signed all papers they gave me. I never denied this.  I left the premises, and they even had me return to sign more papers.

  Why would I knowingly choose an option that would not get my letter delivered ontime?  I was crystal clear with the PP staff that I needed my letter delivered in less than a week.

  If PP is saying that my claims cannot be substantiated - so be it.  ******** ** *** ** ***** **** **** **** ********* ******** ******* *** * ***** ***** *** * ***** ** ****** **** ******** *** ** ****** ********* ** ***** **** ** ** ******** ****  I would have paid any price to deliver the letter. * **** **** **** **** ********* *********** *******  Why would I choose an option that wouldn't get my letter delivered on time.

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

  It appears that we are at an impasse.  I will not veer from the truth of the incident - that I wasn't presented with any options.

  PP is clearly basing their claim on the signatures on the documents their staff gave me.

  I will never change my recounting of the events of August 4th, when PP sold me a $52 package to deliver a letter, which they said would be delivered in less than a week, in fact on August 7th, but on August 8th, they had not given it to the courier.  I will continue to repeat this, regardless of how many times PP comes back with alternate explanations for their *********** service provided to me on August 4th, 2023. I specifically said that the letter needed to get to Newfoundland in less than a week, and they said they could have it delivered for August the 7th. I signed the papers they gave me, spending $52 for the service I thought I was receiving.  * **** ******** ** ****** **** ** **** ** *** ******

  There were only three people in the room during this incident - myself and 2 PP staff - *** *** ****** ******* ***** **********  * ***** ******* *** ** ***** ** **** ** ** *** ***** *** **** ** **** * ***** ** *** *** ** *** *** ** ****** ********* **** * ******  * ***** **** **** ** **** ** *** **** **** ** **** ******* ** **** **** ** ***** *** ** ********* ** *****  * ***** ******* **** * *************
   
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 29/11/2023

  
  
  Subject: Clarification and Procedure for Video Surveillance Review Request
  
  This message serves to address the recent query regarding the delivery service chosen by the customer. Please be advised that the customer selected a specific delivery service, the details of which, including the delivery date, were clearly outlined and agreed upon through a signed agreement. It is important to note that the selection of this service was at the customer's discretion, and no obligation to choose this specific service was implied or enforced.
  
  Regarding the customer's claim that our staff provided different information, we uphold a transparent and honest communication policy. To further investigate this matter, particularly the request to review video surveillance of the interaction, we require a formal written request from the Better Business Bureau (BBB). Additionally, compliance with our company's protocol necessitates completing certain forms to proceed with such a request.
  
  We maintain strict adherence to privacy and legal guidelines in handling such matters, and these procedures are in place to ensure that all actions are conducted within legal boundaries and with proper authorization.
  
  We believe this addresses the current concerns raised. Should there be any further developments or additional requirements, we are prepared to provide the necessary assistance within our operational and legal framework.
  
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ** ********* ** ***** ******** *** *************

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

  On August 4, 2023, I  told the PP staff clearly & immediately that I needed to send a letter to Newfoundland.

  PP staff did not give me a choice of couriers. I did not know which couriers they even worked with.
  PP staff told me they will courier with *** **. I did not suggest or request them.
  PP staff told me they will have the letter delivered for August 7th. I had already stated to PP staff that I needed the letter delivered in less than a week, so delivery for August 7 was acceptable.
  PP staff did not at any time provide any choice of express or ground or any other service. At no time did they provide an explanation of differences in service between any options.
  The only accuracy from PP in these responses is that I signed the paperwork the PP staff gave me. I signed a lot of paperwork, so much so that even when I left the PP premises and went to a restaurant offsite, next door, the PP staff went over there and had me come back to sign more.

  it appears from these responses from PP to my BBB, PP is stating that they knew that the letter wouldn’t be delivered until well after a week.

  if they had ever told me this, I would have not bought that package. *** ***** * *** *** ** *** ** **** * ****** **** * ***** *** ********* ***** ** ****** ** ** *** ********* **** **** *** **** *** ******

  ** ** ******* **** ** *** *** **** ** ** ******** **** *** **** *** ****** ***** ** ********** ** ** **** ******* **** **** **** ** *** *** ***** ** **** *** ******* ***** ** ********** ** *** ********* ****** **** ** ****** * ******* *** *** ****** **** ****** **** **** ********* ** *** *** *** ******* ** ** *********** ***** **** they charged me $52 to deliver a letter that could not possibly be delivered on time - in fact had not left PP.‘S office til August 8, the day after they had promised delivery.

  Their only case is that I signed the paperwork given to me. I do not dispute that I signed the paperwork.

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

  i am owed $52.

   

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 19/12/2023

  We appreciate the opportunity to clarify our position once again. Our commitment to delivering quality service is unwavering, and we stand by the terms of the agreement made with our customer. The specified delivery date, as outlined in our contract, was adhered to by the courier company, ensuring that we fulfilled our obligations as per the agreed terms.
  
  We trust that your assessment will take into consideration the contractual obligations that were clearly stated and duly honored. Your effort in resolving this issue is greatly appreciated, and we are confident that a fair and equitable decision will be made. 
  
  Thank you for your time and dedication to this matter.
  
  
  

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ** ********* ** ***** ************ * *********

  I must reject this latest response from PP as I will reject any response that states that I agreed to purchase a service to have my letter delivered late, after my recipient would no longer be residing there to receive the delivery.

  It is interesting that in this latest response PP only references the paperwork - which I’ve never disputed signing.

  I have also repeatedly stated that I signed multiple documents with the PP staff only AFTER they promised delivery for August 7.  
  I told the PP staff clearly I needed the letter delivered in less than a week. Why would I purchase a service that couldn’t deliver it in this time?
  If the PP staff stated it would be $500 to deliver my letter on time, I would have paid it without blinking. Money was no object. I stressed the importance and urgency of the timing, ** **** *** **** ************* * ************ **** ** ** ******* **** **** ********* *** ******* ** ****** ***

  if I agreed to this late service date, then why was my recipient calling PP from NL on Aug 8 looking for the letter that should have been delivered? If the agreed upon date was a week later, this wouldn’t have been an issue.

  ** * ****** ** **** ******* ***** *** *** * **** ***** ** *** * ****** ** ********* *** ******* ** * *** ****** ** * ******** **** * **** ****** **** ******** ** ** ******
  
  *** ***** * **** **** **** **** *** ********* ** *** ******** ******** **** ****** *** * ***** **** ** ***** ** **********
  
  ** ** ***** **** *** ** **** ** * *** ******* ** ******* * ****** **** ***** *** ******** ** ********* ****** *** ***** *** **** **** ** ***** * ***** **** ***** ****** *** ******** ** ***** * ***** **** **** *** *** ****** ** *** *****
  
  **** ** **** ************* * ************ ******* **** **** **** ***** ***** **** ******* *** ***** * **** I requested delivery on August 4th of less than a week. The PP staff sold me a $52 service promising delivery for Aug 7.  Yes, I signed all the papers PP staff gave me to sign after promising delivery of Aug 7. On August 8, they had not even given it to the courier.

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

  
  Sincerely,
  
  
  
  ***** ******