Difficulty dealing with customer service-


#1

After trying to get customer service since october 20 about a a shipment that was not delivered to me, I am turning to the forums. I am sorry to write here but can someone please contact me.

I have emailed back and forth I don’t know how many times, provided the agents with the proper tracking numbers showing that Purolator has returned the shipment to Soylent, but the person handling the file is just making things more complicated each time by mixing up orders and tracking numbers. I have provided an alternate shipping address since deliveries by Purolator are not easy to arrange, but to no avail.

I have provided my phone number at least 3 emails ago and every email since and I am not receiving a call. The agent insists I have received the product but is looking at another order and other tracking that the one I have referenced for with both the order number and the tracking.

Can someone ELSE please help me please I would really appreciate, my email is maydusa@hotmail.com and I may be reached at 514.303.2020

best regards


#2

@conor, would you please perform your customer-service magic for this kind person? Thank you.


#3

Thanks for looking into it, I will be expecting a call or email, iI’m standing by :smile:


#4

Hi @dandan

I’m sorry to hear about the shipping troubles. You are not alone and we have been diligently working through the backlog. I assume the email you posted is the one you used to contact customer service?


#5

Yes it is. The product was shipped and returned before I could arrange re-delivery. Purolator left a notice on october 13th in the afternoon, but I only got it the next day as it was not on my door but in the mailbox which I didn’t think to check when I got home that night.

I called to arrange delivery on the 4th day for me (5th for them) as I was informed that I could not arrange for am or pm and had to be home the whole day. When I finally was able to clear some time and called they confirmed that the product was already out for delivery that day. I waited and finally called again to purolator only to hear that is was actually out for return to Soylent.

Now in my ticket and email I mentionned tracking JVF 243 103 472

I also gave an alternate delivery address. I was doing fine with an agent called Jean who was arranging for redelivery but a new person came (Joey M.) and since then it’s not working out, He is accusing me of havening received the product, he confuses the orders and tracking etc. I asked for a telephone call but after 3 days still no call only more of the same !

regards and thanks


#6

I’ll talk to one of logistics specific CS reps and see how we can resolve this situation. We will reach out to you via the email your ticket was submitted with.


#7

Thank you so much for your help

danielle


#8

You’re very welcome, I want you to receive and enjoy your Soylent!


#9

This Purolator company sounds like a real winner. You get 1 shot at getting your package and if you miss it you have to go through hell to get it back. So far all the “where’s my Soylent” posts I’ve seen lately have been because Purolator is being a tool. I think it’s time to find a new Canadian shipper.


#10

It’s definitely something we are actively looking into.


#11

Any news from your specialist, let me know what I can do to help. I have all the information available. Thanks again

Regards
Danielle


#12

I was able to back track the shipment with the help of purolator.

My original shipping Tracking number JFV243 103 472
was assigned a new tracking number to return to sender.

You have had the shipment in your possesion since October 20th.

I hope this is enough to get you to ship my order out, I am not receiving any news
and it’s the weekend coming. Note that I paid for it on September 26th.

Here is the full information on the Purolator.com:

Package Tracking Number: JFV243103471 View proof of delivery and signature Delivered
Tuesday, October 20, 2015 10:35 a.m.
Received By: Glen Ford
ServicePurolator Express Est. Shipment Weight162 lb. Shipment DateOct 9, 2015
From 88 FOSTER CRESCENT
Mississauga, ON, CA To 2028 DE LEGLISE
Montreal, QC, CA
History
Date Local Time City Description
Oct 20, 2015 10:35 a.m. Mississauga (west/ouest), ON Shipment delivered to GLEN FORD at: SHIP DOCK
Oct 20, 2015 8:25 a.m. Mississauga (west/ouest), ON On vehicle for delivery
Oct 19, 2015 10:12 p.m. Montreal Sort Ctr/ctr Tri, PQ Departed sort facility
Oct 19, 2015 9:46 p.m. Montreal Sort Ctr/ctr Tri, PQ Arrived at sort facility
Oct 19, 2015 9:42 p.m. Montreal Sort Ctr/ctr Tri, PQ Arrived at sort facility
Oct 19, 2015 7:30 p.m. Ville St-Pierre, PQ Arrived at sort facility
Oct 19, 2015 7:29 p.m. Ville St-Pierre, PQ Picked up by Purolator
Oct 19, 2015 6:19 p.m. Ville St-Pierre, PQ Shipment available for pickup.
Oct 19, 2015 6:17 p.m. Ville St-Pierre, PQ New tracking number assigned 604103079751
Oct 19, 2015 6:17 p.m. Ville St-Pierre, PQ New tracking number assigned JFV243103471
Oct 19, 2015 7:22 a.m. Ville St-Pierre, PQ Available for pickup for 5 business days from arrival date at the counter.
Oct 16, 2015 7:39 a.m. Ville St-Pierre, PQ Available for pickup for 5 business days from arrival date at the counter.
Oct 15, 2015 7:26 a.m. Ville St-Pierre, PQ Available for pickup for 5 business days from arrival date at the counter.
Oct 14, 2015 12:16 p.m. Ville St-Pierre, PQ Shipment available for pickup.
Oct 14, 2015 7:29 a.m. Ville St-Pierre, PQ Available for pickup for 5 business days from arrival date at the counter.
Oct 13, 2015 5:21 p.m. Ville St-Pierre, PQ Available for pickup for 5 business days from arrival date at the counter.
Oct 13, 2015 2:42 p.m. Ville St-Pierre, PQ Attempted delivery - receiver unavailable
Oct 13, 2015 8:50 a.m. Ville St-Pierre, PQ On vehicle for delivery
Oct 13, 2015 6:38 a.m. Ville St-Pierre, PQ Arrived at sort facility
Oct 9, 2015 10:20 p.m. Toronto Sort Ctr/ctr Tri, ON Departed sort facility
Oct 9, 2015 4:37 p.m. Toronto Sort Ctr/ctr Tri, ON Arrived at sort facility
Oct 9, 2015 5:13 a.m. Toronto Sort Ctr/ctr Tri, ON Delayed in transit due to missed connection
Oct 9, 2015 5:07 a.m. Toronto Sort Ctr/ctr Tri, ON Arrived at sort facility
Oct 9, 2015 5:06 a.m. Toronto Sort Ctr/ctr Tri, ON Picked up by Purolator

signature says GLENFORD
http://www.purolator.com/purolator/ship-track/tracking-details.page?pin=JFV243103471&sdate=2015-10-09


#13

@dandan I’m in Montreal also. I had the same problem with Purolator, <a href=http://discourse.soylent.com/t/soylent-2-0-shipping-in-canada-is-too-flippin-hard-right-now-and-heres-exactly-how-rosa-labs-can-solve-that-solved/23724/28?u=deepriverfish>as have other Montrealers. For some reason all Soylent shipments to Montreal go to that depot in Ville St-Pierre. Here are the solutions I came up with:

This doesn’t help you with your shipment that got returned to sender, but it can help you with future shipments.


#14

Thank for the information!

Ya in order to do anything I need Soylent to reship me my parcels indeed.

I have been over 10 days of emails back and forth and now on the forums, I don’t like to be
displaying all this on a forum but my emails are going nowhere, the agent I was dealing with never
got back to me since I posted here either, though his last message was that he would call me; never did!

I totally understand the business difficulties but this is easy to solve, just mail me my stuff and that’s it
the tracking of parcels is not rocket science; I am clocking in the hours for the follow ups and emails
and calls to Purolator so that they help me retrack the returned shipment; this is not my job, it’s the customer
service’s job and it should take minutes not 20 days.


#15

Customer service has gotten back in touch with me, so I’m happy that my sleuthing was useful.
I’m now back in the hands of Jean the first customer service representative I dealt with and hopefully shipping can occur by early next week.

I am happy to add positive note on this chapter, I’m a die hard fan of this product !