Purolator Express U.S. Premium Service
Poor Service

Went to a Purolator location to have my package prepared to ensure the forms were filled out properly so there would be no hiccups as this was a time-sensitive manner (obviously, since I'm using a courier service). Paid for the Express U.S. Premium service to have the package arrive by 10:30am the following day. Made it to the location before the last pick up, so I thought everything was fine.

I get a call the next afternoon (about 5 hours after it should have already been delivered) from a UPS agent in Louisville, KY asking me to verify the contents of the package. He didn't seem to know what pinback buttons were, so I had to explain. None the less, the process was pretty brief and he assured me the package would now be on it's way and would arrive the NEXT day (1-day late at this point). Luckily I checked with my customer and they said that would be fine.

Upon checking the tracking info later that day, I noticed the package cleared customs, so I thought we were on schedule to have this package arrive a day late. Checking the info today, I notice that the package is still sitting in Louisville, KY. I contacted Purolator through their Live Chat service and they were rather unapologetic and blamed the situation on US customs (even though the package had already cleared customs the day before) and made a point of telling me there was no possibility for a refund because of that.

I've used other courier services before to the U.S. and have never had any issues and sure enough, the first time I try Purolator (they were the closest to me), they completely botch my order, which at this point looks like it might cost me a $600 sale (for a custom order that I worked 2.5 days on) and the $111 I paid for their 1-day shipping, which has yet to have been shipped more than 2 days later. On top of that, I've had a less than apologetic customer service that tells me they can't do anything for me.

Avoid yourself the headache and go with someone reliable and more friendly.

Company: Purolator Express U.S. Premium Service
Country: Canada
Province: Ontario
City: Toronto

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