LLyn L.

I've been ordering from Well.ca for years and have had many items arrive broken or damaged, the boxes are poorly packed and contents not securely or appropriately wrapped for transport. But the biggest issue lately is TForce as their chosen shipping company, they are terrible for tracking, shipping times, and customer service.

My two latest orders from Well.ca, with TForce as the carrier, have me questioning whether I'll order from them again. Well.ca handed both $100 orders over to TForce 4 to 5 days after I placed them. Over two weeks passed and there was still no status information beyond the dates they shipped. The tracking numbers given for TForce are useless because no ETAs or helpful updates are available until the the day the package is actually out for delivery. Seriously? Getting in touch with TForce is a lesson in frustration, what a run around. Each time I've contacted them they've sent the same reply (literally word for word) which claims that the parcel has not been received at their nearest warehouse and they can't tell me anything about the status until it arrives at their Delivery facility. What, you don't know where any packages are until they somehow make it to the Delivery facility nearest me? Then at one point when checking my tracking info there was a message on their website claiming there have been delays and they were trending toward delivering packages by Dec 23rd. That's about a month after my orders were handed over to them. Other carriers get orders from the same area, placed at the same time of year, to me in a week so 4 weeks or longer is unacceptable.

When I first reached out to Well.ca for assistance locating or getting an ETA for my orders they didn't respond. When I tried again I heard back from them 4 days later and was told to wait another 5 days and if the orders don't arrive to get back in touch. They said due to the increased holiday volumes and weather delays in my area that carriers have advised them of extended delivery timelines. That may be what they were told but that seems to be an issue with TForce only. I placed three orders from other online sites several days after the ones from Well.ca, two based in Ontario and another Quebec, and all arrived in BC in less than one week. Two used Purolator and one used good old Canada Post. No delays due to pre-holiday volume or weather and with each order the tracking number allowed me to follow their progress enroute with timely status updates and ETAs.

So I waited the 5 more days and contacted Well.ca again. This time the customer service rep said they'd check with TForce then get back to me the next day. Also that because of the amount of weeks that had already passed should no assistance come from TForce they may offer resolution in the form of a refund or reshipment of items (IF the items are in stock).

Update: I never did hear back from Well.ca. Both orders finally arrived, a just days short of a month after placing them. The orders were placed late November, long before Christmas volume should have been an issue. The lack of follow up and assistance from Well.ca combined with the bad shipping experience from TForce has been very off-putting. I can get the same items with faster & more reliable shipping, packaged better for transport, and have more responsive & helpful customer service from other online sites.