Purolator fucking sucks.

Many of you know I bought a new power computer recently through Dell. I know Christmas is a shitty time of year to ship things, but I don’t mind waiting. However, Purolator fucked up and told me that I could have had the package delivered to work. This was apparently impossible, and so I went to work while nobody was home. Had I been told the truth, Jason would have been able to camp at my place and wait. I have not had anyone from Purolator attempt to fix my problem. Never use them.

Here’s a copy of the letter I sent to Purolator:
“This is not about a great idea I have had, but I feel I have to log my complaint again. The experience I have had shipping with Purolator has been the worst I have ever experienced. I understand that shipping in the winter weather around Christmas is sketchy. However, my experience has been detracted more by the ineptitude of Purolator customer service than the weather ever could.

Dell shipped me a computer and a display through your service. The expectation set to me by Dell was delivery by the 24th of December. I understand that the weather was not cooperative but I did receive my display on the 24th. Unfortunately, my computer itself was delayed until the 29th.

When I first called Purolator regarding my shipments I was informed they would arrive on the 23rd. They did not, and it appeared my two packages were split in transit. The display, according to the Purolator website, was placed on a truck for delivery on the 23rd. When I contacted Purolator support they informed me that the display would arrive by 5pm. At 6pm, I was informed the display would arrive by 8. It eventually arrived appx. 11 AM on the 24th.

My computer was placed on a truck for delivery around noon on the 24th, and Purolator support again promised delivery by 5pm. I called at 6pm and spoke to a guy named Kevin. He informed me that the package had been returned to the depot by the local courier and would not be delivered until the 29th. I explained to Kevin that I would be at work on the 29th and asked if the shipping address could be changed to my office. He informed me this was possible and that it would be delivered to my office.

However, when I called Purolator on the 29th to confirm, I was informed that this was not possible unless I contacted Dell first, but that the package could be delivered on the 30th. For me, this has presented an unacceptable situation, as the 30th is my last day before the holiday on the 1st. I am going on vacation after work and unlike the 29th, I am unable to make arrangements to have someone at my home to sign.

If I had been given the correct information on the 24th, I would have had someone at my house to sign for the package. However, because of the agent’s incompetence, I am now stuck between having a very expensive computer returned to the USA, losing several hundred dollars worth of pay for missing time to receive the parcel, or skipping out on my planned and expensive vacation.

I eventually spoke to a manager named Diamenti who took ownership of the issue. Unfortunately, she was unable to get the driver to return to my location. Regardless, this experience has cost me hundreds of dollars of my time at work as well as days of my personal time. Aside from Diamenti’s attempts to get things taken care of, not one person at Purolator went out of their way to make me feel like a valued customer or to convince me that they actually cared about my issue. I work in a telephone-based customer service industry and I understand the importance of providing excellent service. Certainly, having been on the receiving end of Purolator’s support ineptitude will remind me of why it’s important to be accurate every time.

If the reason for the failure to deliver was weather, mechanical, or even time-of-year related, I would not be so upset. I am a patient person, and I don’t mind waiting. What I do mind is having my life inconvenienced by an error on Purolator’s behalf. Except for when I spoke to a manager, there has been no attempt by Purolator to try and make things right for me, either with the time of mine that has been wasted waiting for a package or the money I have lost because one of Purolator’s agents was wrong.

I can assure you I will never ship with Purolator again, nor will I recommend this company to my friends, family, acquaintances, or business associates. I also intend to post a copy of this correspondence online.

I would rather use Canada Post than risk my package based on the service I have received with this experience.

Thank you for your time today.”

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