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I was looking for an expedited pay check that was couriered to me by my head office in Ottawa to Kingston Mon-Tues of the Civic long weekend. By Saturday of the long weekend there was no sign of the delivery. There was a FedEx pickup notice in the foyer of my condo bld..but not for me. When I contact my company to see what was up they said they had sent it by Purolator at the beginning of the week. Whew, all I had to do was contact PUROLATOR to verify and question why there was no pickup notice.
The first customer service operator was very helpful she was able to track the packet with my name and address as I wasn't provided a REFFERENCE NUMBER... how hard can things get. I was told it was in Kingston at the depot they could send a truck out the next day or I could pick it up.
When I questioned why the delivery guy didn't leave a notice, well, there just wasn't a good explanation so I asked for a refund for my company since they sat on the package for a week etc. Nope they had done their part??!?! I asked for a supervisor, when he got on the phone he just read his bill of rights including the driver had discretion to tick the "no answer" box and he doesn't need to leave a pick up card... there might be sensitive info on the card??? His words! To add insult to injury, the driver was using the keyless entry keypad to call me! No wonder it was busy! Also I was likely at work while he was using that as a method of contact, but not a pick up card!
I need the cheque. I had cancelled all my plans for the past weekend and couldn't think about it as I was now getting madder at the thought of the driver not doing something as sensible as leaving a pick up notice... all other courier services do.

So I get to the depot in Kingston and I get the lady behind the counter who greeted me like I had bellied up to the bar at a dive...long blonde greasy looking hair, didn't get her name but I will always remember how helpful she was...'what's your Reference Number" I just felt soooo mad... 'Its a long story but I don't have a reference number" both her hands went up in the air and she just couldn't help me. I just went blank... even with my name and address she couldn't look me up? Not even a suggestion, just nothing she would do. I suggested she call someone as someone at Purolator was able to find me this morning...she grabbed a very dirty looking phone from behind the counter and said I could call anyone I wanted... I was just so shocked that she wasn't going to help me or even look...admittedly I wasn't being very nice at this point...this has been a long haul of I had to drive across town to pick this up. I told her the driver hadn't left me a notice etc and she just keep defending and leaving me to conclude that this was all my fault, the recipient of the non delivered package. Eventually I got her to listen and she begrudgingly went to the back room to check.. it took her maybe 15 seconds and she was emerging from the back room with my envelope when she started to lecture me again the sender hadn't included my contact number, again my fault. I had to reiterate I was the receiver not the sender!... I lost it and I admit swearing when I told her I didn't care about their rules and to just give me my envelope. This whole situation could have been prevented by leaving a pickup slip, hoping for a lessons learned, but no, more intimations that they were right and I was wrong. She withheld my package as I said I dint give a $#*! abut their ways of doing things, she said she didn't have to serve me as I had sworn at temper snapped and I demanded she give my package.

Long story short. I think Purolator should spend more time and $$$ investing in actual intensive Customer Service training and less on advertising they understand and value Customers. Here's a tip for free...never, never, quote rules and regulations to escalate an already upset customer. We are not children and you need US to keep you employed. A simple were sorry would have served you well in the first place. Remove the drivers ability to make discretional delivery decisions (no tick boxes). Always leave a calling card. if you are printing sensitive info on them have it removed so they can be used as a method of contact.

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