ComplaintsforCanada Post Corporation

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: November of 2023. The amount of money you paid the business: $25 (cad) What the business committed to provide you: Delivery of my parcel to my receiver and sending back the parcel to me as sender when receiver did not get it within allowed time What nature of the dispute is: compensation of the value of my parcel or return to me my parcel Whether or not the business has tried to resolve the problem: no for me Account/ order/ tracking number: **************** Please see attached documents: 1. My letter to the ombudsman of Canada Post- complete details of my tracking number and ticket case. 2.Ombudsman letter to me with their decision 3. My response letter to the ombudsman's decision.

  Business response

  03/05/2024

  Thank you for your inquiry.

  Your case has been thoroughly investigated by Canada Post and the Office of the Ombudsman. Both parties provided the final decision as per your attachments. This matter is now considered fully addressed as all available information has been provided.

   

  Customer response

  03/05/2024

  
  Complaint: 21659940
  
  I am rejecting this response because: I attached the letter I sent back to the Ombudsman's email to me. I put all my remarks and I would like to get an answer from those flaws/ faults of the process of Canada Post regarding my case ticket. It is clearly detailed there that they have to return to me my parcel or refund me the value of my not delivered parcel which is $3,900 in cad.
  
  Sincerely,
  
  ******** *******

  Business response

  07/05/2024

  
  As per previously stated, this matter has been thoroughly investigated by Canada Post and the Office of the Ombudsman. Final decision has been issued and there is no further information to provide at this time.

  Customer response

  07/05/2024

  
  Complaint: 21659940
  
  I am rejecting this response because: I sent a letter as response to the letter to me of Ombudsman. I put my remarks there especially these 2 things: (1) Why my parcel was not returned to me it should be returned to me within 30 business days. Canada Post is responsible sending  back to the sender the parcel if receiver was not able to get it within the allowed time. (2) There was no delivery notice card left. 

  It is unfair for the consumer that Canada Post will just say that there were no further scans happened to my parcel as its clear that my case is a Canada Post process issue.

  Confusion in my label was not my fault as there was no any "return" when I created the label. This is 100% and clearly Canada Post's fault.

  I attached here the letter I sent back to the Ombudsman. I will need a response to my remarks / questions.

  This is so unfair to me as the consumer. Canada Post is 100% responsible for it. I will understand if it got lost in different way but it was clearly went back to the depot and Canada Post is not making an effort to look for my parcel and just tagging it lost because of the timeline. That is so unfair to my end. Clearly showing investigation happened was not complete and just to clear this case it will be tagged as investigation is done.

   

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  26/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Canada post's drivers do not attempt to deliver packages, especially the ones that require signature by the receiver of the package. They simply say that the attempt was made and no one was available to receive the package, so the package needs to get picked up. I was expecting a package on March 25th 2024, therefore I stayed home to be available to receive the package. The company did not attempt to deliver the package, and simply said that I was not available, so I have to go pick the package up ( a heavy coffee table). This time they did not even bother leaving a notice card. I have taken photos of the front door and mail room few minutes after they said I was not available as a proof that no one attempted any deliveries. I tried to resolve the issue with their agent, but I was told that they do not do re-delieveries, which is false, as they never attempted to deliver the package in the first place. They need to be hold accountable for their untruthful actions.

  Business response

  27/03/2024

  Thank you for bringing this matter to our attention. This is not the experience we want for our customers and we regret any stress or inconvenience this may have caused you. We encourage you to contact our Customer Service Centre at ************** with your tracking number and address for further assistance regarding this matter.
  
  Thank you
  Canada Post
  Customer Care
  

  Customer response

  27/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  As I previously explained, I already reached out to customer service on March 26th 2024, and the response was that they cannot help me with this matter and they are not willing to deliver the package. I request you to discuss this matter with your customer care team first and then direct them to reach out to me to schedule a time and date for a real delivery attempt.

  Sincerely,
  
  ***** ********

• Initial Complaint

  22/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date: 2024-03-21 Paid: $34.86 and was told at Canada Post that my package would be delivered the next day. When the person I sent package to said it had still not been delivered I went to tracking website & was told it won’t be delivered until March 25, 2024 = Monday. I then chatted with automated person online tonight who did not help at all to get package delivered as per what I was told. I would never pay over $30 for a package it not delivered 1 day service. Canada Post is false advertising.

  Business response

  25/03/2024

  In order to assist, we need your tracking number and service ticket number for review. 

  For immediate assistance, you may also contact our Customer Care directly at ***************

   

  Customer response

  25/03/2024

  
  Complaint: 21474372
  
  I am rejecting response from company.  I attached receipt with the tracking number as they requested.
  
  Sincerely,
  
  ******** ******

  Business response

  26/03/2024

  Unfortunately, were unable to open your zip file. Kindly reply back with your tracking number in the response box or attach a pdf or jpeg file.

  Thank you.

  Customer response

  26/03/2024

  
  Complaint: 21474372
  
  I am rejecting this response because:

  here is the tracking # as requested 

  ****************

  Sincerely,
  
  ******** ******

  Business response

  27/03/2024

  Thank you. Someone from our Customer Care will contact you directly.

   

   

  Customer response

  29/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21474372, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  14/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Asked a few times of Canada Post to give me a shipping manifest document Customer Service acts all clueless and their Compliance & Regulatory Affairs Officer, ****** ******* I got from her an email reads this, "As for the information on the address, I don’t have access to that information therefore Customer Service will be able to better assist you in that regard.", ...which as presaid Customer Service has not done giveover of, and as said I asked a number of times. Now I'm turning to here. I am asking for a shipping manifest document, you have my email, ***** ************************** Send to it.

  Business response

  22/03/2024

  Thank you for bringing this matter to our attention. As there was no Canada Post Service Ticket provided in your complaint. I invited you to contact Canada Post customer support at ************** and this will be escalated to the right team for action.
  
  Thank you,
  Canada Post Customer Care.

  Customer response

  26/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This person works higher up in canada post, resultingly a shipping manifest document no doubt retrievable and sendable to my email by this person. Canada post customer service though may have the intel, they I know lack access to shipping manifest obtainment, but this person no doubt can get access to it retreive and send. If any of you need my email on which to send it, may ask for my email here.

  Thanks in advance.

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I made an order and paid for signature confirmation. I left clear instructions to call the buzzer and deliver the package to unit 712. I pay for this service and enter clear instructions because I am disabled. The delivery person came and didn’t bother coming up to 712 or even call the buzzer. They simply left the notice card downstairs and left. I called Canada Post to notify them of this and they were very nice. They assured me someone will contact me and redeliver the package. I was pleased with this. However, today, the next day, I got a call from a rude “supervisor” who basically told me that Canada Post will not come up to my unit and that I need to come down to get it next time. I explained that I paid for the signature confirmation and left clear instructions because I have a disability and that Canada Post has followed them for 5 years now. He did not care and said too bad. I asked him for his name but he REFUSED to identify himself. What kind of customer service is this??? Unprofessional “supervisors” who know they’re doing something wrong so they’re scared to identify themselves? If it helps, he spoke French and called me from ** ***** ********* ** ******** ****** ** *****************

  Business response

  08/03/2024

  Thank you for bringing this to our attention. This is not the quality service nor care we strive to provide our customers. We regret any stress or disappointment this may have caused.
  
  Please know this was brought to the immediate attention to your local Delivery Depot Management Team. They are reviewing internally and will provide coaching regarding this ongoing matter so that delivery attempts are made. Regarding your current item, they are working to resolve this and will be reaching out to you.
  
  Should you need any further assistance regarding this matter, please contact our Customer Service Centre at 1-866-607-6301.
  
  Thank you,
  Canada Post
  Customer Care

  Customer response

  08/03/2024

   
  Complaint: 21398322
  
  I appreciate your resolution however I rejected this because I want to make sure this “depot supervisor” will be held accountable for the complete disrespect he showed to myself and my disability. I do not have any reassurance that this person, who refused to identify himself, will be held accountable. Please let me know what will be done about this. 
  
  Sincerely,
  **** ******
  

• Initial Complaint

  24/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was shipping and item with Canada post from Ontario to Calgary under tracking ****************. My item went missing during transit and Canada post refused to issue any kind of replacement or compensation for losing my item because their excuse is additional insurance was not purchased. Regardless of this, my item was not suppose to be lost in the first place and now they are wiping their hands of any responsibility or wrong doing and I'm out of pocket $1800. They lost my louis vuitton bag I was shipping to a company called *** ** **** in Calgary for consignment Account of events Shipped on Dec 13 2023. Item was showing in transit Dec 14 then showed up on Dec 20 2023 as transportation delay. Open a ticket was told I will have a resolution around end of January after asking me to provide details of content etc. Finally get a reply today saying I'll be refunded $33 dollars for the shipping. Canada post now wants to wipe their hands of any wrong doing and further victimize the victim here by saying we can't help you. How is it fair that I now have to suffer this loss with no sense of care? Shipping is not cheap with Canada post. Canada post should have their own Insurance cost embedded into the fee and not the customer having to pay this. And using this as excuse to not compensate customers when they lose their items. I am looking for compensation of my item that I shipped which regardless of insurance being purchased it was Entrusted to canada post for safe delivery. I don't think it's fair I am being left to dealt with this huge loss when I did not lose the item and almost being told tuff luck cause you didn't buy insurance. Seems my items was likey stolen if I had to guess cause it was during December Christmas month and it went missing within Canada post four walls, their posession. I would like at least some money back for my bag and not just the $33 dollar shipping cost. It's a 2500 dollar bag and it was being sent for consignment of $1800. I was not even given any explanation as to what happened to my item. My bag didn't get up an walk away. Who took it?

  Business response

  05/03/2024

  Thank you for bringing this matter to our attention. This is not the experience we want for our customers and regret the stress and any inconvenience this may be causing. Should you not be happy with the outcome of your investigation , please reach out to the Canada Post Ombudsman’s office with your service ticket number for an appeal . ************************************************* 
  
  Thank you,
  
  Canada Post Customer Care.

  Customer response

  05/03/2024

  
  Complaint: 21342569
  
  I am rejecting this response because I have already reached out to the Office of the Ombudsman at Canada Post - File Number ******** and they were not able to help, again I got the same reply that because no extra insurance was purchased they cannot refund me for my lost item. I've done my best to reach out for some resolution and keep getting push back unfortunately. I'm simply looking for some type of compensation to cover my loss. If the item was cheap this wouldn't hurt so much but I'm stuck with not having my item and the value associated with it

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  17/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Canada post consistently refuses to deliver parcels to my address or even to my community mail box. on countless occasions Canada post will mark my parcels as "delivery attempted" (as shown when tracking numbers are viewed online) when no attempt to deliver has been made at all and the package has likely never left the post office, they will then write a "pick up slip" and write lies on it claiming the package "requires a signature" or "would not fit in community mailbox" when neither of these are true following that they will wait several days sometimes even more than a week to deliver this slip to my community mailbox informing me that i must go retrieve my parcel from the post office which is just under a half an hour drive away, the hours of this post office (St.Andrews NS) are 10am-3:30pm mon-fri meaning i must take time off of work and drive there, why am i paying for shipping when i must go acquire my own package? to make matters worse they will refuse to hand over parcels if you do not have the "pick up slip" which again they will not deliver to you until many days after the slip has been filled out (date is marked on slip). i always use different couriers when given the option but often times my packages still end up in the hands of this post office and i am forced to lose wages and spend money traveling. if i am paying money to have packages delivered to a certain address those packages need to be delivered to that address or my money should be refunded. if the employees are able to close at 3:30pm surely they have enough time to deliver packages to their intended address, even if not the post office should be open saturday / sunday aswell so working class people are actually able to get their packages without losing wages. if i am paying shipping to fees to say ***** or another company who will actually deliver my package and it gets transferred to canada post and they refuse delivery i should be refunded the cost of shipping.

  Business response

  19/02/2024

  Thank you for bringing this to our attention. This is not the experience we want for our customers and regret any inconvenience this may have caused.

  Please contact Canada Post Customer Service at ************** to have an investigation started and a service ticket will be provided for your reference. 

  Thank you,

  Canada Post Customer Care

   

• Initial Complaint

  16/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Canada Post is charging a high price service for registred interntional mail with tracking number and can not provide that service.Last year I had send SEVEN international registred mail and today I still not know were are my documents, proof of delivery ... nothing.This is fraud and a nightmare, I have been fithing with ansiety and panic sindrome becuas eI can not handle this stress anymore.Legal deadlines werehave not been complied, documents still in trnsit for months according to Canada Post website.

  Business response

  22/02/2024

  Thank you for bringing this matter to our attention. I was able to locate service ticket that have been recorded with Canada Post on Feb 24th, 2023  regarding this matter. According to the update in the service ticket on March 28, 2023, this matter was addressed and resolved by our claims department. Should you feel that your concern has not been fully addressed by Canada Post ,please reach out to the Canada Post ***************** with your service ticket number. *****************************************************************************
  
  Thank you,
  
  Canada Post **************

  Customer response

  22/02/2024

   
  Complaint: 21303383
  
  I am rejecting this response because:

  THE PROBLEM WAS NEVER ADRESS OR SOLVED.

  We are not taking about a proble, but EIGHT, registred interntional letters witht tracking numbers that 1 year latter still in transit..

  I dont have any prove of delivery, I can not prove that Comply with legal deadlines, that I sent the documentsm ID and affidavits. 

  Canada Post is charging for a service that can not provede, thats fraud.

  I want to make sure tha this fraud It's going to stop, that Canada Post will apologize and compensate our family for the for the legal, financial, physical and mental health damage they have caused us.

  If Canada Post is not able and not free to recognise the  fraud to which it subjects its customers and try to remedy the situation, we will initiate legal proceedings and accept the suggestion that we should tell our story to the media and to anyone who can help us so that this does not happen to us and other citizens agai

  
  Sincerely,
  
  *****************************

  Business response

  01/03/2024

  Thank you for the additional information. Like advised previously ,should you feel that your concern has not been fully addressed by Canada Post ,please reach out to the Canada Post ***************** with your service ticket number to review your file. *****************************************************************************
  
  Thank you,
  
  Canada Post **************

  Customer response

  04/03/2024

   
  Complaint: 21303383
  
  I am rejecting this response because:

  I I've contacted Obsman before and the matter hasn't been resolved. I spoke to ***** *********************** and they couldn't help.'I created tickets that were closed without telling me. At the moment there are 9 international registries with tracking numbers that are still in transit ... No one knows where they are, if they were delivered and when they were delivered... 

   Canada Post charges for a service that cannot or does not want to provide, which is fraud.

   

  Since there seems to be no will to help resolve the issue, assuming the fraud is as there seems, take responsibility for the fraud and compensate for the health losses physical, mental, economic and legal, it goes to court.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 11, 2023 we commissioned Canada Post to send a Christmas parcel from Winnipeg, MB destined to Calgary, Alberta. The parcel was insured for $100 for damage or non delivery. The parcel never did arrive to the receiver's address. On December 23, 2024 I contacted Canada Post by phone to inform them that the parcel never arrived at its intended destination. I supplied all info needed to open an investigation as to where the parcel ended up. Included in the info was the tracking # so there was proof that we had paid for this service and the parcel was never delivered. For the next month there was no communication from the corporation as to what the investigation had revealed. I contacted Canada Post again on January 23, 2024 as to where our parcel ended up. Canada Post said it was in a secure depot and gave me another tracking #. Canada Post said they delivered the parcel to the Calgary address and sent me a picture to my Canada Post account. The picture showed a front door which was not my brother's door. Nor was the parcel that was shown in the picture our parcel. I informed Canada Post that they delivered to the wrong address and it wasn't the original parcel. Canada Post replied that the addresses were very confusing. In the interim we sent another parcel to the same address in January and it arrived within 2 days. So it couldn't have been to confusing as the second parcel arrived with no problems. Canada Post is now wanting to start a third investigation and are requesting the original receipts as well as receipts for contents. I informed the corporation with the passing of time the original receipt has become very faded and hard to decipher. Canada Post has the original tracking info which provides proof that we paid for the service as well as insurance. We are asking for reimbursement for having to send a second parcel as well as contents in the first and for delivery. The simple fact is we paid for a service and insurance. Neither has happened.

  Business response

  06/02/2024

  As part of our investigation, we require the following information to proceed with any claim:

  1. Proof of payment ( receipt or screenshot of your statement showing postage paid)
  2. Proof of the item’s value

  *** *** ******* *** ******** **** ** ************** *** ********* ******* ******* **********

  Thank you.

  Customer response

  07/02/2024

  
  Complaint: 21245363
  
  I am rejecting this response because: This response by  Canada Post is not acceptable. As i have stated in the original complaint the package sent on Dec 11, 2023 did not reach its intended receiver. An investigation was opened by Canada Post  on Dec 23, 2023 with all pertinent info given. The tracking info not only proved that the parcel had been sent but they had returned the parcel to Winnipeg Depot from where it originated. It then ended up somewhere in Ontario in a secure depot. From there Canada Post said it was sent to Calgary and delivered. The picture that Canada Post sent me is not the recipients' door nor the the original parcel we sent. Canada Post knows we paid for the service as we supplied a valid tracking number which they used to track our parcel. I tend that Canada Post lost or damaged our parcel and are stonewalling now. I informed Canada Post that we have the original original receipt but due to the length of extended time it has faded severely. I also declared to Canada Post that the tracking # originall supplied proves that we paid for the service. By opening their own investigation it verifies that we had paid for the delivery service as well. 

  Sincerely,
  
  ******* ****

  Business response

  07/02/2024

  Unfortunately, we cannot proceed with any claim without a proof of value at least for the content. 

  Customer response

  08/02/2024

  
  Complaint: 21245363
  
  I am rejecting this response because: It has been almost 2 months since this comedy of errors began and we no longer have the receipts. Nor did we think this would be so critical as we trusted Canada Post to delivery our Christmas package. If this had been done then we would haven't cared about any insurance or compensation. But it was not and to date Canada Post as yet to offer a valid explanation to where the parcel ended up. There were responsible for providing a service and are ultimately liable for not providing that service. Yet they continue to hide behind petty rules. What does it matter if there were receipts or not. Really!!! Why would we mail an empty package and insure it for the minimum of $100. Common sense would dictate the ridiculous of continuing this charade. This debacle has dragged on for 2 months now and 2 little ones did not receive their presents due the ineptness of this corporation. If they do not trust us than at least compensate the charges for sending the packages. One after the original  didn't arrive. So infuriating and dealing with this publicly owned corporation.
  Sincerely,
  
  ******* ****

• Initial Complaint

  27/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 30th I sent the package. But on January 10, Canada Post returned it to me with the mark “address incomplete.” The recipient confirmed that the address was entered correctly. The PC office refused to send my parcel again because I had to write “C” in front of the house number. I contacted the recipient again. She explained that she had bought the house many years ago, and at that time there was indeed a division into "A" and "B". But immediately after the purchase, this division was canceled and now there is really only one address. As for "C", it did not exist when the house was purchased. She suggests that this was the designation for a small room in the basement, which is now a storage room. I was forced to send the package again, again paying $22.51 for shipping. My application to Canada Post, sent on January 14th, was ignored. But I still think Canada Post should refund me for the second postage because it was returned incorrectly the first time. Causes: 1. The sender and recipient cannot be held liable if the Canada Post system has incorrect address information. 2. On the CP website in the "Support - Sending FAQ" section it is clearly stated "If a letter or parcel has an address on it, we are required to try to deliver the item to the address indicated." Obviously this was not done. 3. It is absolutely not clear what address I should have indicated. The postman was not satisfied with the actual address. If I had indicated A, B or C, the package would have been returned again, since these addresses do not exist. 4. For many years the sender has not had problems with this address, if it occurs now, then it is the postman's mistake. 5. The second time the package was sent to the same address and was delivered without problems, which again indicates that the first time it was returned without reason.

  Business response

  07/02/2024

  Thank you for bringing this to our attention. This is not the experience we want for our customers and regret any inconvenience this may have caused you. I was able to locate a service ticket that has been opened with Canada Post customer service on February 1st, 2024 that addressed this matter. We trust that this issue is now resolved based on the service ticket update.
  
  Thank you,
  
  Canada Post Customer Care.

  Customer response

  09/02/2024

  * ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21210086, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩