I needed to ship a package to Singapore quickly. The company that offers the fastest service, two to three days, was Purolator. The cost of shipping my three pound packages was around 280 dollars. I was assured that my client would have received it in three days tops. I shipped on November 31, my package did not even arrive in Singapore Customs until the December the 4th. Then Purolator decided had some problem with the address. My client did give me an incorrect street address so, on the sixth, when they went to deliver the package they couldn't find the building (even though the apartment building number was correct and that the name of the Owner is on the address board in the entrance way and the owner has to show ID and sign for the package) So, instead of putting two and two together they took the package back to their little fortress of oblivion Where it waited. Yes it waited until, checking in on my client I found out that it had not been delivered. I phoned the company and they explained their little problem with the address. Never mind that I could find the building on google maps and that the apartment number of the client is written right next to the front door, I gave the person on the phone the correct address so they could ship the package and the t elephone number of my client - but here's the catch, in Singapore, if a package is not delivered on the first attempt, they send it over to UPS. Now if there are any future problems with the package there is no way for me to contact UPS directly with a Purolator tracking number so Purolator has to act as go between.
Here's the funny part. Two days later, when the package should have been delivered (because on the phone I was assured that it would be in just another two days) I get a phone call from a logistics manager for Purolator informing me that the package can not be delivered because of an incorrect address. "Oh I see", I say, so you did not get the confirmed address AND you have no idea how to use google earth. "Confirmed address? " she inquires. "Yes", I reply, "I phoned in two days ago to tell you about the apartment number and in case that failed on which wall in the foyer my client's apartment number could be found and reminded them that I had also given them his phone number. Did they not send this information already over to UPS? Did they not already have the package on its way? Where was my package? Which company had it and where did it go? Apparently not. Sorry sir the package will be delivered in two days (a mantra they are taught to repeat). That was four days ago and my client has still not received his package either from Purolator, or the agent I never authorized - UPS.
Purolator is a gross violator of basic contract law. There is nothing in fine or large print given to customers that points out their right to transfer services to an intermediate company. Their customer complaints line is non-existent, and they have no policy of refund in the event of failed performance of contractual duties, meaning, although it would be easy to win, you have to small claims them in court (under either tort or contract) over your shipping fee. This is hardly worth the time away from the office. In short, just don't deal with these half-witted bungling fools, if you are involved in import export like I am, they will only make you look like a fool in front of your customers. Since because of their negligence in performing their duties under contract, I was unable to perform mine (product sample shipment in a timely manner). Bottom line, gross loss = 12G in sales. Thank you Purolator - I want my 12G and 280 something dollars back. Oh yeah, and you suck!
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