
Purolator: When it absolutely, positively has to get there ... whenever
by
Bill Doskoch
on Mon 05 Nov 2007 09:58 PM EST
I bought a new computer from Dell. It's in Toronto, but I've yet to see it.
When I got home from work on Friday, a note on my door from Purolator told me they had been there, but there was no little old me.
I phoned the company and asked for a redelivery attempt to be made on Monday.
From 8 a.m. to 6 p.m. today, I wait (Purolator generously allows itself a 10-hour window for delivery).
At 1:12 p.m., I phone the company to see what's what. They tell me nothing, other than they have until 6 p.m. to deliver the two boxes.
As of 6:01 p.m., no delivery.
I phone Purolator. The "customer service professional" tells me the driver has rescheduled the delivery for tomorrow (Tuesday) -- and furthermore, that the decision was messaged in at 5:30 p.m.
Wow. They can do that -- just decide to not deliver something when they said they would and not tell the customer?
"So I'm going to have to blow off another day waiting for you people?!?!" was my response.
The guy asked me if I wanted to pick it up. I said yes, given that Purolator appears to be completely unreliable.
So here's my hike for tomorrow:

I will be avoiding Purolator in the future where possible. If it can't provide more predictibility and reliability as to when something can arrive, what good is Purolator as a courier?
Update
I check with Purolator before I head out. My computer is roaming Toronto somewhere in a Purolator truck.
Despite my having specifically asked for the computer to be left at the depot, the driver took it. The Purolator "customer service professional" explained that he didn't have time to deliver it yesterday, so he left it on the truck.
I pointed out that I had specifically asked for it to be left at the depot. Her attitude was that I could pick it up later today or whenever.
Purolator seems to think its customers exist to meet its needs.
Postscript
The driver showed up -- predictably, as I was just returning home from an errand. I had left a note saying I would be back at 4:40 p.m., which is when I showed up.
"They don't like us to wait around," he said.
"I waited for 10 hours yesterday," I shot back.
He was surprised to hear that no one showed up on Monday (he said my area is part of his regular turf, but he was off Friday and Monday) and then surprised me by saying 'sorry' -- and appearing to mean it.
Now that's a customer service professional.