Ordered a package to be delivered overnight from Wed to Thurs last week. No package arrived Thurs, so I called customer "service" and they said it would arrive Fri due to incorrect address on waybill. Fri goes by, once again no package! Purolator customer "service" pretends that they tried again to deliver package but couldn't locate address, so we should go to depot to pick up the package in person on Sat. Sure enough I went to the depot on the other end of Toronto and they didn't have the package - it was still on the truck! They couldn't contact the truck on a Saturday, so I had no way of retrieving my package, nor were they willing to deliver it to me.
Finally on the following Tues (Mon was a holiday) the package arrived - with the CORRECT ADDRESS on it! There was no reason for delaying the delivery three times. There was no reason to make me drive for 2 hours and waste the equivalent in gas just to find out that I could not pick up my package or even find out if Purolator even still had my package. There was no reason that a company like Purolator couldn't just directly deliver the package when they are told about a missed delivery through their useless customer service phone staff, just because the truck was already bringing the package back to the depot, which contradicted the story at the depot that the package was on the truck and never brought back to the depot.
Purolator is consistently and by far the worst courier service that I use regularly (I use UPS and Fedex as well). The rude drivers complain about the fact that they get stuck in traffic when I deliver a package after 3:30, and the "overnight" packages I send will arrive the next day only about 50% of the time. But the instance I described above is a reflection of the entire company's culture of incompetence and disdain towards it's customers. When you deal with a company that realizes it's mistakes and takes measures (sometimes extreme ones) to fix these mistakes, you appreciate them and show loyalty towards them when the opportunity arises. I doubt very much anybody would say that about Purolator.
Toronto dog
Toronto, Ontario
Canada
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