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3330 Hawthorne Rd, Ottawa, ON
117 reviews
Business claimed Last updated: Over a year ago
Listed in: Couriers
About Purolator

Purolator is a leading courier and freight shipping service in Ottawa. Purolator offers comprehensive courier services, freight services, and same day services. The focus of Purolator is on delivering best-in-class customer service and upholding their standards of quality.

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Today: 7:00am - 8:00pm
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Purolator, Ottawa Reviews (117)

117 reviews
5 Star
4 Star
3 Star
2 Star
1 Star
By Marty Lefebvre on Apr 24, 2020
Horrible. Unreliable, both management and drivers, at best. Continue to claim my home doesn't exist even though they are the only couriers who have any issues. When trying to resolve the issue all they do is continue to use the same methods. "We'll leave a note on file." Amazon won't use them anymore thanks to my complaints to them. They did an investigation and reported back to me that they concurred multiple and consistent driver related issues and as a result no longer use them as a supplier for my area. I'm working on other places that use them to do the same. I tell Purolator that and nothing happens, they really don't seem to care at all.
By Fuchsia Trapdoor-spider on Nov 22, 2019
I've been waiting for delivery yesterday, then today...apparently they tried to deliver this morning but said my address was incomplete. Weird how Fedex and UPS had no trouble finding me. I'm in Perth, Ontario. We have a Purolator office in Perth - 10 minutes from me. Where have the sent the parcel? 1 1/4 hrs away to Hawthorne Rd. I called and offered to go pick it up. They have no way of reaching the driver or knowing when it'll be at the Hawthorne Rd. depot. They also don't work, I'll have to wait for Monday to get my order.

Not only is this inconvenient, it just plain doesn't make sense. Just to ice the cake, the phone at the depot can't take in-coming calls!
By mactatio on Dec 07, 2016
I feel sorry for all of the folks that had bad experiences.

I have contacted customer service twice to hold my deliveries, as my apartment building has no buzzer and no access, and I got excellent service both times I talked with them.

The depot had them as promised and never had a problem finding them. Yes, the depot is far for many of their customers (lucky me I live in the eastern part of Ottawa), particularly for those who don't have access to a car (I do own one) and I understand the frustration but this is the way big carriers operate, in industrial settings near airports.

Compared to other carriers I have used, they are similar and are certainly not worse than the 3-letter one.
By Umber Gull on Aug 10, 2016
After two delivery errors and waiting an excess of 1 hour for each telephone call that needed to be made to customer service, I drove to another town to pick it up. After being charged an EXTRA $63. on my credit card, I had to make numerous telephone calls for resolution, including wanting a copy of my credit card statement! Now they agree they will return my money but it will take 4-6 weeks to process. UNBELIEVABLE! No worries about taking your money, they do not have ability to refund. Who gets away with service like this and boasts about high volume so they can excuse their inefficiencies. Who would not be embarrassed to work for such a company let alone the customer service department. This is "their policies". Wow. I have never had to work so hard to correct someone else's mistake. Look at all these reviews people. Honestly, I am not a complainer and can't believe I am taking more of my time on this matter. But I still don't have the money they took from me and will only believe it when I see it. I will never hire Purolator again. I suggest you call FEDEX, UPS or the post office. Uber might also be faster and cheaper.
By Blue Badger on Jul 22, 2016
Purolator attempted to deliver a parcel to my home yesterday afternoon when no one was there. Can accept that they couldn't deliver and get a signature, My question is: Why did it have to go back to a depot the furthest from my home? I live in Nepean, Ontario and there's a depot on Clyde Avenue, Nepean, Ontario. Where did it get returned to? Hawthorne Rd., which is over 30 minutes from my home. Clyde Ave. is 10 - 15 minutes. Much more difficult for a senior to get to, even if I do drive. I do realize that the company is very busy right now, but some common sense should prevail!
By 888b8b888 on Jul 21, 2016
I call Purolator from Montreal and got transferred to Louis at customer service operator from Moncton New Brunswick.I was trying to track a package for over a week and couldn't find it. Louis helped me find it in just a minute and my package is on route now. Louis you the best operator in Purolator. Maybe everyone should get there calls transfer to Louis in Moncton
By howieG on Jul 14, 2016
You guys better give your head a shake if you actually think your a leading courier, oh wait maybe in india ok i give you that but not in north america your not...canada post maybe strike that never happened and you would think ur execs would think hmmmm we will get busy lets prepare, but what do you do instead, you dont answer your phones for tracking info updates, you dont update your website with tracking info, this company is a compete joke and stay far away from yourselves all a favor and pay the extra 4 bucks to ship with ups or fedex.
By Bolognasmoker on Jul 12, 2016
You could check online anytime to see if your package has moved but it will never actually tell you till hours or days later even though when it finally does it had moved hours/days before. Theres no way of contacting them except for through live chat which is never any help used these guys a few times and will definitley not again.
By s2006ont on Jul 09, 2016
The worst courier service. I had to get meds delivered for my dog and for $30 it was supposed to be delivered by the next evening. It was only from Toronto to Ottawa.

All the tracking shows is a label was created, that's it. A phone call to Purolator has a recording saying there are delays due to an increase in volume. That's not my problem, it's theirs. I'm paying $30 for them to do their job. They could have told me when I was at the delivery kiosk that there were going to be delays and then I could have gone to Fedex etc. It's now a day late and still no delivery. The tracking still shows only a label was created, not where it is. The Chat on Purolator website has disappeared too and yet
the phone recording says to use Chat to talk with them.
Don't use Purolator. I could have driven to and from Ottawa faster, and with my diesel, almost as cheap.
By Brown Mule on Jul 05, 2016
If I could give them no stars I would! They are using the possible Canada Post strike as an excuse to not do their job- and not just once but on 3 shipments over the last two weeks! DO NOT USE PUROLATOR!! RUN RUN the other direction.

When I contacted there "customer service" which I use the term is the most loose term - they have me on hold for over 32 mins and then cut of the call.

I chat"ed" with them twice today to confirm delivery of my item - was told twice it would be delivered today and guess what? was it delivered - NO website states delayed in transit - YEAH it was on the truck in my city and out for delivery confirmed twice today that it would be delivered - is this the company that you want to do business with??
By beerpatzer on Jun 29, 2016
Purolator has lost my shipment and refuses to take any responsibility for it. I bought a TV monitor on and the shipping was supposed to be done by Purolator. I took an entire day off so I can receive it personally and I was periodically checking the tracking number online.

At around 14:00, I saw that the shipment was supposedly delivered at 12:37, so I went outside to check if it was unceremoniously dumped on my doorstep, but there was nothing there. I immediately contacted their Customer department and was assigned a tracking case. I was told that their "tracking specialist" Mary Leblanc will send me an email soon.

When I finally received her email, I noticed immediately that she barely could speak English. She told me that she will contact the driver as soon as possible. It took an entire week to get a reply from her, and when she did, she told me that the driver delivered the shipment to the proper address and the case is closed.

Even if the driver told the truth (which is doubtful) and he did deliver the shipment to my address, he never notified me in any way. There was no doorbell or even a knock on the door. In the 1.5 hour window between it was supposedly delivered and when I checked the front door, someone apparently stole the shipment.

So someone else has my TV and I'm $300 in the hole, but Purolator isn't to be blamed. Never do any business with this irresponsible and unprofessional company.
By Gray Weasel on Jun 03, 2016
paid for next day service and the package was lost in the mail. Very dissorganized company, bad management do not use.
By Charcoal Black-Widow-Spider on May 27, 2016
Purolator lost my package and they don't care. Their was no investigation. That is utterly unacceptable! After my experience, I was interested in the others' experiences and read reviews, realizing that this is normal. What!!!
As mentioned by one other reviewer "WHY ARE THEY STILL IN BUSINESS?" I totally agree. It makes no sense that a delivery company cannot be counted on to make sure the recipient gets their package/s.

I would give less than one ☆ of it could.
By Purolatoristheworst on May 08, 2016
I've lost count of the number of times I've been burned by Purolator, both receiving and sending packages. On five separate occasions I've verified that there was no delivery attempted, instead I had to check the tracking info to find out the package was being held at the local depot because "delivery attempt failed." Each time, 1) the full-time concierge at my building, who signs for and stores dozens of courier deliveries each week, was at the desk all day and no truck came, and 2) I was home all day, waiting for the delivery, and no truck/call came. They flat out lie about delivery attempts and instead just try to force you to pick up your deliveries at the local depot so that they don't have to spend time doing the job they're paid to do.

Oh, and a pro tip: if you go to the depot and they say they can't retrieve your package because it's on a pallet/container/whatever in the back and they don't have the manpower to look for it, tell them it's a wedding dress/veil/similar for a ceremony taking place the next day. It's one of the few things on their list of items that they will actually look for and retrieve from storage.

Purolator is flat out the most unreliable and dishonest delivery company I've had the displeasure of working with. Avoid them at all costs.
Comment by Purolator on May 12, 2016

Thank you for taking the time to provide your feedback. I’m very sorry to hear that you had such negative experiences with our services.

If you could please send us the tracking numbers of the shipments we failed to deliver to, we’ll make sure that all the details are forwarded to local management for follow up.


Customer CareTeam/ Purolator Inc.
By Blue Butterfly on Mar 18, 2016
By Smallbusinessowner on Feb 12, 2016
I tracked my package from BestBuy purchase on January 31, 2016. The wine fridge that I purchased was to be delivered on Tuesday, February 2, 2016. I saw that it had arrived at depot on the 2nd, but was not delivered. I called customer service (the only number you can call) Wednesday the 3rd to see what had happened. I was told that it was a heavy item that required 2 people to deliver and they needed to make sure someone was home. I understand that practice. I provided a cell number to be contacted. Nothing. Called back Thursday. Was told someone would call to confirm delivery. Nothing. Called Friday, same thing. Nothing. Asked for number of Ottawa depot to see if I could contact someone there. The depot apparently does not have a phone as they could not provide me with any such number. I was told to call back to customer service. On Friday I was assured a call would come Monday. Again, nothing. I called yet again Monday was told the same thing as previous days, only this time a complaint would be lodged and a manager at extension 2929 would call me. No surprise, but no call from anyone. I called again Tuesday, now this is the 5th call I have made all to arrange what should have been a simple, one item delivery. I was told the item was on the truck and asked if someone was home. I made sure that someone was home, but wondered why the depot had not called to confirm delivery that day? To make a long story short, I was never called by a manager regarding the complaint and never called by depot confirming the delivery. I have would never, ever use Purolator based on this experience and will let BestBuy know that their choice of couriers, in my opinion, should be changed. The fact that the Ottawa depot has no phone number is absurd. I only gave this a 1* rating because 0 was not an option.
Comment by Purolator on Feb 23, 2016

Thank you for taking the time to write this review. I would like to take this opportunity to apologize for any inconvenience stemming from this incident.

Could you please email me your tracking number? I would like to further investigate on the multiple service failures.

The depot should have indeed contacted you to make delivery arrangements and a follow up should have been made on the complaint.

Customer service is something we take very seriously, please rest assured this will be looked into by the appropriate management team.


Customer CareTeam/ Purolator Inc.
E-mail: / Twitter Handle: @PurolatorHelp
By Amethyst Flamingo on Feb 06, 2016
Doesn't seem to work for residential delivery at all. They try to deliver once and then say I need to pick it up on the other and of the city.
By Chamoisee Yak on Jan 09, 2016
My package has been sitting at this location all week. I put in a request to pick it up and nothing. TERRIBLE SERVICE!
By Jonatas on Dec 31, 2015
Purolator was used 5 times now on different shops I bought something online. All 5 times I had problems : Lost package, package delivered many days after scheduled date and note saying nobody was at home when I was inside my house the whole day. All the time the answer is to deliever to their warehouses and making me go get it, which defeats the purpose of buying online, I could go to the shop and build it in person.

Now this last time today, again, same problem and same answer.

5 times in 5 that I had a problem with Purolator, so I can't really recommend it.
Comment by Purolator on Jan 12, 2016
Hello Jonatas,

Thank you for taking the time to write this review. I am sorry you had a negative experience with us.

I would like to look into these multiple service failures. Could you please email me your tracking number? We’ll forward the details to the appropriate management team for follow up.


Customer CareTeam/ Purolator Inc.
E-mail: / Twitter Handle: @PurolatorHelp
By Cerise Catfish on Sep 03, 2015
We live in apartment and get regular online deliveries. Even when our regular delivery driver has to walk up four flights of stairs in the summer humidity, he always has a smile on his face. He even caught me one day on our way home from the park with my kids! And if I am out, I call and they send our package the next day. Never had a problem. Thanks!
By Cardinal Wallaby on Jul 29, 2015
I live over 100km from their depot where they leave tags and expect me to go pick up. Picking up an envelope shouldn't be a day trip. Calling my local MP as this should be illegal.
By Kimberly101 on Jul 24, 2015
I really don't know why this location received such bad reviews (well I haven't read them all, so we'll see....).
I had excellent service at this location. A gentleman named Pat served me and he was incredibly helpful, friendly and professional. I hope people don't give up on this place due to the poor reviews. My experience was top-notch!
By Pink Marmoset on Apr 25, 2015
Driver didn't leave notice. No one called me to inform that delivery had arrived. Had to call the warehouse in Ottawa to find if my package was even there. Showed up 10m before closing (2pm) only to have the girl lock the door in my face & not service me. Pathetic customer service. If I had a choice I would never deal w this business again.
Comment by Purolator on Jun 08, 2015

I’m very sorry to hear about your delivery experience and for the delay in our response.

A notice of delivery should always be left, if it safe enough to do so. I would like to forward your comment to the local management team, for a follow up on the delivery attempt and also on the retail incident.

If all possible, please send us your tracking number and/or your address to I understand that it has been a while however, I would still like to look into this for you.

Thank you,

Customer CareTeam/ Purolator Inc.
E-mail: / Twitter Handle: @PurolatorHelp
By Crimson Beaver on Apr 03, 2015
My mom spent a small fortune to overnight a box of perishable Easter treats to her grandchildren. The box did not arrive. When I contacted Purolator I was informed that there was a mechanical problem. There was no exception noted on the tracking and the package hasn't even scanned as having left BC yet. The package will now be delivered 4 days late because they are closed for Easter tomorrow and Saturday delivery is not available. The contents will have to be thrown out. Purolator is refusing to refund my mom's money. I'm sorry but a mechanical issue is Purolator's problem. Any other business would apologize for the inconvenience caused and offer a refund. I have asked my mom to use FedEx in future and we will no longer be using Purolator for our family or our business.
By Green Fly on Apr 01, 2015
im so disappointed. They delivered my package to the wrong address and the person there signed for it claiming to be me. I happend to check online only 10 mins after it was brought there so I called them immediately. They gave me a case number but I'm sure I will not be getting my stuff back if the person claimed to be me. I don't really know how to proceed other than taking it up with the company I ordered from. I was really looking forward to my package & most upsetting is someone claiming to be me & opening my mail.
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