Here is where you get tell us what is wrong with Canada Post. Please email us your comments, frustrations, facts and ideas to More What's Wrong.
From Kevin Campbell (2019-11-25):
Here's how Canada Post is stealing the money out of your pockets by ignoring their Expedited Parcel $100 automatic insurance coverage policy and also by offering to refund shipping when an item is delivered late:
Part 1: Canada Post loses my parcel, a vintage bottle
I have used Canada Post for several years and I spend thousands of dollars a year at Canada Post. I never had any issues up until March of 2019. Ever since then they have been completely unreliable and negligent in their policies. They are changing their policies to suit them, leaving long-time customers out in the cold, all while DRASTICALLY INCREASING their rates.
Back in March I sold a vintage soda pop bottle and shipped it from Prince Edward Island to Saskatchewan. Total value of the parcel was $54.53, shipping included, and it was shipped as an Expedited Parcel. I shipped it on the 14th and it was expected on the 21st of March. Sometime around the end of March when it STILL hadn't been delivered, I opened two cases: one for late delivery of a parcel, and a second case for the lost item. They approved my refund request on the shipping, but closed the other case on the lost item. I contacted Canada Post through their online chat option on their website. The agent I chatted with told me the case was closed and refused to investigate further.
The refund I did get on shipping was for $25.11. I actually paid $26.37 for shipping. THEY STILL CHARGED ME TAXES ON THIS SERVICE WHEN IT WAS NOT EVEN PROVIDED!
On top of that, I had shipped that bottle through their Expedited Parcel service which they claim includes an automatic insurance coverage of $100.
Here is a copy of the chat transcript, for those who are interested:
Canada Post: Hello Kevin, my name is Bert, I greatly appreciate you reaching out to us at Canada Post. I see you are inquiring about tracking number 8367797287388232. Is this correct?
Kevin: Yes, this parcel was supposed to be delivered on 03/21/2019 and has still not arrived. I have received a confirmation on a refund request, but I have not heard back on the service ticket I opened. I would like to know where this parcel is.
CP: I do apologize for the inconvenience. I can certainly provide assistance with this issue. May I ask you a few questions to further assist you?
CP: Are you the sender or the receiver? Is this business or personal?
K: I am the sender, business. This is an ebay sale.
CP: From the information available a refund has been issued, and when this is done all investigations for mailed items are closed. We do not offer a reinvestigation of mailed items that have had claims issued. Further information for this parcel can not be provided by our company at this time.
K: I want to know where this parcel is. Is it going to be delivered or not? Because if not, the value of the parcel is more than the refund that was issued. I don't care about the refund either way, this parcel needs to be delivered. I spend thousands at Canada Post every year, I Just dropped off one parcel with a value of $600. I don't want to be doing that if I can't get information on my parcel with tracking.
CP: The tracking offered by our company is a list of events that have occurred, and locations of where an item has been, not where it currently resides. When an investigation comes to a close our company has come to a determination that a refund must be issued for an item, the item is then deemed unlocatable by our company. We can not guarantee the arrival of this item at this time, and I can certainly have a complaint ticket made in regard to the investigation.
K: Look I have been dealing with Canada Post for years and have gotten plenty of refunds, for LATE DELIVERY OF A PARCEL, and have still had the parcel delivered. I have NEVER had an item go missing like this.
CP: I do apologize, we have reimbursed the amount for the service chosen by yourself that our company provides. This investigation has been closed and there has been no further information provided. We are unable to have any further investigations opened for mailed items, once refunds are issued. We can not specify the arrival of this item, for we can not determine the location or issue the item is currently facing unless there are investigations placed on the item. Once refunds are issued for a mailed items this is the form of reimbursement provided by our company for the postage paid for the servcie selected.
K: So what about what was in the parcel? The total value of that parcel was $54.53.
CP: Insurance must be placed on the item to have further amounts refunded to you when an item is deemed unlocatable. Our company policy we only provide refunds once a delivered scan is provided in the tracking of an item. We only provide a single refund for servcies chosen, and if the refund is requested before the arrival of an item only the postage is provided. We must deem the item unlocatable before the refund is issued to have insurance included in the refund.
K: Absolutely sickening, this is the last goddamn package I will ever ship through Canada Post. I spend thousands every year only for this company to come back with longer expected delivery dates, you lose my parcel and won't even give me my goddamn money back. I don't know what has happened since your last postal strike but your services have gone to shit. There is no good reason for this investigation to be closed. You are taking the money out of your own customer's pockets.
K: I want to speak to a supervisor. I shipped my item as an Expedited Parcel. I was allowed up to $100 covereage. What the hell is the goddamn point if you're going to go back on it?
CP: This insurance would have been issued if the refund was not processed before the investigation took place on the item. When a refund is provided we no longer continue the search for the mailed item. I can certainly have a Senior Resolution Specialist contact you by phone within a 4 hour period, and if you require immediate contact you will be required to contact us by phone at 1-866-607-6301.
Part 2: Dealing with the Canada Post ombudsman
Well after getting no satisfaction out of contacting Canada Post about missing parcel containing vintage bottle, I decided to contact the ombudsman. I contacted them explaining everything in great detail. After opening that case on April 11, I had to wait over 2 weeks to hear back from a representative from the Canada Post ombudsman.
By the time they did finally contact me after over 2 weeks, I was dealing with death and did not want to deal with the issue at that particular time that they called. I listened to the message left on my answering machine, which specifically said to call back at my convenience. BUT THE NEXT DAY, I received an e-mail that said the case was closed because their records were showing that I had not contacted their office! (I had to wait over 2 weeks for them to call me!). At that point I had no fight left in me, and I let the issue go and forgot about it.
Part 3: Late shipments with no acknowledgement from Canada Post!
Well unfortunately I am still using Canada Post this November and in the last few weeks I had one parcel go completely missing for 2 weeks. All it was showing on the tracking was when I dropped it off at the post office in my city. It stayed like that until today, when it finally was delivered 3 days past expected delivery date. I assumed it was lost somewhere at our local post office due to the misleading tracking. I had another parcel as well that I sent on Tuesday and should have arrived Wednesday, and didn't arrive until Monday. I opened a case on both of those, both of which were basically rejected instantly.
This is not the kind of service I expect when I pay extra for expedited shipping. Really I only expect what they offered and they can't even give me that!
Part 4: What have we learned
1. BE SURE TO OPEN AN INVESTIGATION FIRST WHEN CANADA POST LOSES YOUR PARCEL! DO NOT OPEN A REFUND REQUEST ON SHIPPING UNTIL AFTER YOUR FIRST CASE GETS CLOSED! If Canada Post loses your parcel and you open a refund request for shipping AND a case to have a lost item investigated, they will ONLY refund you the shipping and then CLOSE the case to have the lost parcel investigated! Their excuse: "Well we already refunded your shipping and we only do 1 refund". So you will get the money back you paid for shipping, minus the taxes you paid, and you will be out the loss of your item.
2. PURCHASE ADDITIONAL INSURANCE ON ITEMS OVER $100???????!!!!!!!!!! (If they will even give it to you when they do lose your item.)
3. WHEN CANADA POST REFUNDS YOU, THEY REFUND YOU MINUS THE TAX YOU PAID. WHO KEEPS THAT TAX???! They are still charging you tax even when they HAVEN'T provided the service!
4. They are nothing but sneaky liars who will try to give you the runaround when you are only requesting what THEY have offered through their policies on their website!
From Mauricio Gomez (2019-10-30):
I purchased Mail Forwarding service from Canada Post for 1 full year on Sept 15, 2019 to Sept 14, 2020 and the service has been working fine. I have been using Mail Forwarding services for a few years. I used to be able to change the delivery address in the past during the middle of the service year via online. Now Canada Post has upgraded their websites and now this option of changing the delivery address in no longer there. So I called customer service to notify them to change the delivery address to a new address. They advised me that they no longer allow this and if I want to change the Mail Forwarding service to a new address, I would have to cancel the existing service and purchase a new Mail Forwarding Service contract. They would not reimburse me for the 9 months still remaining on the paid service!!!!
So essentially Canada Post is now stealing money from people for services that they do not complete. I advised them of essentially stealing from customers and the customer service agent just said "This is the new policy and we can't help you." So I asked to speak with a manager and they put me on hold for 20 min and then the phone just hung up. I called back to Customer service to speak to a different agent and this time he understood my problem but still did not do anything about it, I again asked to speak to a manager, on hold again for 15 min and they hung up. Is this how Canada Post customer service is working now, just hanging up on customers without resolving the issue?
If they were to reimburse me for the difference of the prepaid service I paid for then I would be ok, but instead they said that we could no longer make changes during the term and that I would have to cancel the service and not get reimbursed. I call this stealing. I can't believe they are getting away with this. I am going to post this complaint everywhere I can so that people are aware of the tactics Canada Post is going to, to steal your money!!!!
From Gord Stone (2019-10-20):
I want to cancel my Canada Post Business Account but can't find that option on their site.
Every time I try to deal with them I find it too frustrating to get anything done.
I want to know how I can get access to my account so I can delete my contact info so that they can never contact me again.
Changing your business contact and account information at Canada Post can be an exercise in frustration. Earlier this year we needed to update our company login info and it literally took hours to get it done. Changes have to be made by Canada Post staff because there is no way to do it yourself even though the business account portal make you think you can. There were three different departments that had to be involved before the changes finally took effect.
From Breanna LeLiever (2019-10-07):
Where to start?
I once tried to ship a package that (in the tracking information) was eventually marked as delivered. Seeing as how I am in close contact with the intended recipient he told me quite simply that it was a lie he never received it. I called to complain/inquire further what happened. It was two days later the package finally reached him so destroyed "it appeared to have gone through a meat grinder." "I believe," were my friend's words.
Another instance was two months of waiting for something from Amazon which estimated the delivery to be a week. (I am quite used to Canada Post's unacceptable delivery times. If I complained every time however, I wouldn't get anything done. Instead I have developed extraordinary patience for the most part when it comes to receiving parcels). When I contacted the seller to see if they had heard anything he replied, "Oh yeah, it was returned to me." I was never notified. Though the seller is partly to blame for not telling me, why was it returned in the first place?
Lastly, I live in a rural community and being tight knit I am rather close to Ann, our post woman. She talks lots about the miseries involved. She says Canada Post tells their employees to "perform exceptionally, go above and beyond", yet the equipment they expect the postal workers to use is pathetic. One day I needed to sign for a parcel and that little digital signature machine thing wouldn't work. She looked like she wanted to hurl it somewhere. She revealed that they were second hand from an independent courier company who decided to upgrade because those particular machines were exceptionally flawed (as I personally witnessed).
Those postal trucks they drive around, she refuses to use because they will work one day but be in the shop the next. Instead she opted to buy one of those European vehicles specifically for the job so, having the steering wheel on the right side made it easier to reach those roadside rural mailboxes. The company quickly reduced her wages because (in their words) "driving a vehicle like that made her job too easy".
Lastly, for the longest time we would get one of those "package held" hostage slips. But more recently Ann was forced, by the company, to deliver packages personally even if they were too big for the mailbox which, of course, requires her to come up the long country driveways to deliver them to the door and she, being a caring person, makes every attempt to protect the parcel from theft such as first knocking really loud and waiting for a fair amount of time. And if no one answers she'll find a place like in a garage/shed or wood box etc to hide parcels in before sticking a hand-written post-it to one of our letters saying where it is. You may think how is this bad? Indeed it is a nice upgrade not having to drive to the post office to claim parcels, but why I list it as a complaint is because the poor dear, to no surprise, is never paid extra for her time. Think about how much extra time she wastes in a day doing that for every parcel, time taken away from her family etc. The least they could do is offer her a bit of financial compensation. Anyways, though I pride myself in being Canadian, our postal service... I have no faith in it.
From Nyx St-Cyr (2019-09-17):
I hate that if the parcel won't fit in my mailbox, they don't deliver it.
I hate the amount of people that have mail going missing because Canada Post will leave a parcel AT YOUR FRONT DOOR when your not home, but won't bother buzzing you to see if you're home when in an apartment like every other delivery company does.
I hate that lately, my packages have been taking almost a month to get to me from the USA, like they just WALK the damned mail across the continent.
I hate that sometimes as I track my incoming parcels, I see it sitting in one place for 2-3 days (often my local processing plant) then I wake up in the morning and there's a delivery card telling me to pick it up at the post office, all the time, like sometimes they just don't bother to scan the parcel when it's received or sent out.
Mostly I hate that I work for Canada Post at a drugstore in Nanaimo BC, and I have to bear the brunt of other people's similar frustrations and anger about delivery, costs and customer service that I experience myself on a daily basis because the drivers, reps and management know that us tellers are the face of the company and that we'll have to put up with it. Tellers can't control how shitty this company is, but we are sorry and actually do understand fully – because we go through the same bullshit as you.
From Pam Postle (2019-09-07):
Canada Post will disappear and they have no one else to blame but themselves. Literally every other parcel delivery service will ring your number when you live in a condo to deliver your parcel. Not Canada Post! For some reason they think they don't need to do that. And even though I can answer my door buzzer on my cellphone literally anywhere in the world, I don't get any notice to come down to get my parcel because they don't bother to do that. All they do is card the delivery and take off.
That is NOT DOING THE SERVICE YOU PAY THEM FOR. Now I know I can request anyone other than Canada Post with Amazon to be my delivery service which I have done. So going forward, good luck Canada Post staying in business with the rotten attitude you have for your customers!
From Sue (2019-09-02):
Why are there so many delays lately? I used to purchase items from eBay that would take, at the most, 5 days to arrive from the USA. Now, they are taking 12 days or more. I was speaking to an eBay seller about this. She used to ship plant cuttings from Europe to Canada for years but since June of 2019, she says the mail has taken so long, that 80% of her sales have to be refunded because the plants die. She says she no longer ships to Canada at all. I ordered something from Vancouver and it took 8 days. There has to be something going on.
From Todd (2019-08-28):
Many people do not have credit cards and use Visa Debit for the payment of transactions. I attempted to purchase services from Canada Post only to find that I could not make Visa Debit payments for the services. Other government agencies like the Department of Mines accept Visa Debit.
My other complaint stems from the inability or difficulty in associating the area code, location depot, carrier route and street names in the precision targeter, and the inability to produce the delivery bar code printout for cash payment in person at Canada Post without a credit card.
From Latasha Leclair (2019-08-27):
I can't say anything about head office, but I had an issue with a package.
The woman I talked to lied so much. First saying that I told her that I had the package and I never did and she tried to tell me that she had the message to prove it. I told her to play it but she avoided doing so and said to call another number.
Then she tells me that she never said the address 205 (it was 105) but in the message she sent me the first time she said 205. Then she also said that I should go get my package. I said I would in the message I sent back to her, but I didn't because I shouldn't have to do that.
Then she tells me that we talked before which is a lie because I've never talked to her before, only in voice mail. I told her that and she got all offended and started to argue with me saying we did talk when we never did.
If I was arguing her points, she got defensive. But when I would bring up my points, she would ignore everything I told her. I said to her nobody likes Canada Post, and she's like, I heard that tons of times like she didn't give give a damn.
Well I have posted a complaint and I'll see if anything gets done!
From Jim Hale (2019-08-17):
Canada Post is outdated. They're behind the times on an extreme level!!! Their managers are very RUDE and ignorant!!!
I tried to change the address for our 95 year old grandmother and Canada Post charged our visa twice for the amount of $175 and now they tell us that they cannot refund us for 14 days - something about it's their policy??? WTF?? They over charge us and then they expect us to happily wait patiently for them to refund us the amount they wrongly charged us!!! Not to mention, I was hung up on 3 times by the Canada post customer service rep and once by one of their managers named Nick!! I would not deal with Canada Post ever again. They're extremely incompetent!!!
From Anonymous (2019-08-13):
Canada Post stopped delivering mail to me and did not notify me. I have been waiting for important letters that I paid to have shipped to me. I do not have a lock on my mail box and have not had one for three years. Once before they stopped delivering mail because I don't have a lock. I called them and they agreed to continue to deliver mail. A year later, they stopped delivering mail once again, except this time they did not contact me. They will not deliver it and are with holding my mail from me. They will not let me pick it up anywhere.
Canada Post will not deliver packages to me. I have the buzzer code on all of my packages. But instead they leave a notice of delivery and deliver it to a post office for me to pick up. Most days I am home, waiting for them to buzz me and deliver my package. They never do and instead I go to my mailbox to see that they left a note and delivered it to the post office. I pay to have this delivered to my door, not the post office. When I order from Amazon, they deliver it right to my hands every time. They are relatively new comparted to Canada Post. I have never had a problem with any delivery service except for Canada Post.
From Anonymous (2019-08-07):
I am so frustrated.
I tracked my package. I was out for a brief appointment this morning but hurried back with my two-month-old so that we'd be here when my package arrived. This way I wouldn't have to go out to get it myself at the post office. It's hard to get out lately, being a new mom.
So I was back home in my apartment and the buzzer rings, I say "Hello... hello... hello is anyone there..." only to hear nothing but the sounds of someone rustling around. I thought maybe the delivery person doesn't know that they're able to just talk and they don't have to push a button so I went out with my 2 month old down the hall to see if I needed to open the door for someone... but they were already gone... and the truck was already gone... and there was a notice left in my mailbox. They must have rung the doorbell and immediately started writing out this notice, and then run out to the truck and left.
Well, that was upsetting, and so I called Canada Post customer service, went through their long and irritating call routing system, and agreed in advance to do a survey so that they could get my feedback. The automated voice said that the survey would happen after I spoke with a representative.
Well I didn't speak with anyone and then the survey came up. I answered it, and then it said "Thank you for your feedback, goodbye" and hung up on me.
So I called again, and this time I did get to speak with an agent. I told her what happened but there is nothing they can do for me other than take my feedback. There is no customer service, there is no special service to make me less angry, nothing they can do to make it up to me, they can't get the fella to turn around and take the package back, and now I have to wait until tomorrow in the afternoon to get my package and I'll have to go get it myself.
Well, Canada Post, once again, thanks for nothing. If I sound bitter it's because it's not the first experience I've had with Canada Post that has resulted in less-than-stellar service. When I say "less-than-stellar", it is an understatement, admittedly.
From Dean and Leslie Thompson (2019-08-05):
Four parcels from same company: 1 received, 2 sent back to sender, 1 in limbo. Four calls to customer service, no help at all. Open service ticket on 2 -- that's the 2 that got returned to sender. One service agent said it's not our job to make sure parcels are delivered (what the hell??). I told them my phone number is on all parcels and Canada Post's site says they do everything they can to deliver. The mail service agent told me that was not true.
All I got were 1 phone call and that parcel I received.
Canada Post is probably one of the worst run companies in the world
From Rick Etts (2019-07-31):
I've been having issues with Canada Post, and/or Canada Customs, so I sent the letter below to Marketplace at "email@example.com". I also sent it in a Facebook message to them. Might be worth having everyone else who visits your website do the same thing, maybe we can get some formal attention to the issues. This is what I sent to Marketplace:
Have you ever done an investigation into why online orders from China are taking months to show up, if they do show up at all? Packages used to take 2 weeks to a month to arrive, now many packages have been taking 2 or more months, and out of my last 6 orders from May, I have not received anything. If you search online for "slow shipments from China to Canada" or a similar search, you will see that this is widespread through the online community, including eBay.
My last several packages I ordered from alieexpress show the items arrived in Canada June 4th. In researching this, it seems to be a prevalent notion that it is either Canada Post or Canada Customs that is sitting on the packages. The International Postal Union dictates that all member countries must handle the mail of all other member countries for free, and it looks like the overload of packages from China is creating a possible work to rule condition either at Canada Post or Canada Customs. Maybe a review of why this is happening is needed. If the staff there are overloaded I understand, but it is unfortunate that they seem to be holding packages hostage and using the customer as the pawn.
The interesting thing is I can order from alieepress and ship to a US address and it arrives reliably, within 14 days. That, plus the tracking information on my orders to Canada indicates the issue is in Canada. I would love to discuss this more with you, I am at a loss as to where to go to find more information. I have started shipping packages to the US now, as this is the only way to reliably get packages from China. It might not be all shippers from China, but I have noticed it recently on ebay and alieexpress.
Thanks, would love to get some attention to the situation!
Canada Post is overwhelmed with parcels from so-called "non-industrial" countries such as China. These countries are charged ridiculously low terminal fees for delivery of parcels in Canada. This has put Canadian companies at a severe disadvantage, to the point where a Chinese company can ship a parcel to a Canadian address for far less than a Canadian company can ship the same parcel to the same Canadian address. Among Canadian companies faced with this unfair competitive situation there is little sympathy for those who have to wait seemingly forever to get their parcels from low cost countries. For more information see the anonymous comment dated 2016-11-16.
From Iwona Jagiello (2019-07-17):
"Lost" my package again. Says out for delivery for 9 days straight.
I appreciate some companies are not using Canada Crap anymore. Chapters/Indigo is using a different courier now. And I got that package in 2 days!
From Michelle Passmore (2019-07-01):
I paid extra to have a card sent to me by express [Xpresspost] envelope. It took more than the assured 3 days to arrive and in that time my husband got an immediate work transfer and we had to move literally the day before the card arrived at our old mail box.
Before we moved I spoke to the postal clerk who told me once I get to our new location to do a change of address and then she would forward our mail to our new location which I did and she forwarded the mail as promised. I paid almost $60 for this. We received the mail everything except for the card I paid over $30 in postage for, which went back and forth between Dawson Creek and Richmond a few times (I moved from Tomslake to Fernie so wtf?).
I called Canada Post several times to get it sent to my new address in Fernie, however they told me they don't forward parcels because it's too expensive. This, however, was a normal sized envelope and I paid $30 in postage. I get large packages from China for less than that, not to mention the fact that I paid them for the postage.
So how is it that sending a parcel I paid them $30 to deliver back and forth between Richmond and Dawson Creek several times (and that they are going to have to refund me $130 for because it wasn't sent on time) cheaper than just sending the envelope to me with all the other envelopes they sent me? Literally, had I paid the regular postage rate of about $1, I'd have my letter.
I was told a supervisor would call me back. I waited 4 days but no one called.
From Anonymous (2019-06-27):
I'm so unbelievably frustrated with Canada Post.
I live in a small town where everybody has PO box numbers and we need to attend the post office to get our mail. The staff are always nagging and badgering everybody to ensure the mail has PO box numbers on their mail, not physical addresses.
I get it, it's easier to sort the mail, but here is where my problem comes. I work for a government agency where so much of our mail is unsolicited, which means we have no control over what people write on the envelope. Every day I go to the post office and get a lecture about how the mail needs to have a PO Box number on it. It's either a reminder stamp, a full on piece of paper stapled to my mail, or if it's a parcel I need to pickup at the counter, I get a lecture. I'm so god damn sick of being nagged and badgered at the post office every day for something that is completely out of my control!
At what point is this harassment and mental abuse and when will it stop?! And if I try to explain this to the staff I get mocked and laughed at and lectured about how Canada Post has rules. Where is the discretion!?!
These are also staff who have been there for years and years and have everybody's name, address, and PO Box number memorized. And on top of this, yesterday I sent out an envelope and weighed it at work first, the scale said 30g so I put on the standard single stamp. I go check the mail today and the same letter is in my box stating that the envelope is 40g and I needed 38 more cents.
I stomped right back to my office and reweighed it, sure enough my scale still said 30g. I go back to the post office, confront them about it, they reweigh it and it's 30.3g. They laughed in my face for defending myself and forced me to pay the .30 cents more! Again, where is your discretion?!?! They were honestly arguing with me about a .3 gram difference! And this was all for my federal agency sending out mail using our federal postal system.
I'm beyond done dealing with Canada Post!
From Scott (2019-06-13):
I am an ecomm professional for 20 years now, and our mail service is a global embarassment. Certain drone electronics sites that do 5$ worldwide shipping actually make us pay 20$ for express shipping – they can't trust Canada Post.
They don't follow up at all. Put my parcels in the wrong locker for my neighbours to steal, and only cover 100$ of their losses. No follow up, no service.
When they went on strike, I was really hoping we would outsource the whole thing to a competent company like Amazon.
Great to see the site (I randomly googled "Canada Post sucks" to see how thick the hate was from us polite Canadians).
From Jake McGibbon (2019-06-12):
If we don't voice our opinion and stand up for ourselves nothing will ever get done. Let's like and share and get rid of Canada Post already.
Canada Post is destroying small businesses in Canada/North America. People cannot order from a small ma and pa shop because of Canada Post's horrible service. We are forced the shop from places like Amazon because we know we will have quick hassle free shipping.
USPS transported my package from one side of the USA to the other and cleared it through customs on a Saturday and Sunday. Canada Post tracking received my package Sunday night and it's just sat in Mississauga since. No activity Monday, Tuesday or Wednesday. How does Canada Post control our mail when they are the absolute worst company at doing it? They really just do not care at all.
There is a big note on my front door saying leave packages at the back door. DHL, Intelcom, Fedex, even UPS can figure it out, but Canada Post is too lazy to take the extra 30 steps to the back door. Half the time they leave it at the back door, half the time they stick the pick up note on the front door. Even though you paid for shipping they just stick the note on your door run away and make you come pick it up.
After complaining and getting a manager to call me back, she was very rude to me, just kept saying that she cannot control how other delivery companies do their business. Told me that they cannot leave packages at the back door because they are responsible. Thirty minutes after getting off the phone with her, a Canada Post package was dropped off at my back door lol. They just go in circles to try to get you off the phone.
Intelcom will just snap a picture of the note on my front door and the package sitting at the back door so they have no liability. They also email me 3 hours before dropping it off giving me a warning and then email me again once it's been delivered. Intelcom is the number one delivery company and I cannot wait until they put Canada Post out of business. Canada Post has been in business longer than Canada has been a country. Intelcom has being around for a lot less time and they are WAY better at it than Canada Post. Just stick to delivering door-to-door mail, Canada Post, because you guys suck at delivering packages.
No point contacting their customer service. They DO NOT CARE. They already know that they have all of our business so they don't need to try. They definitely don't care about keeping customers happy.
From Olive Remo (2019-06-06):
I just want to know why Canada Post mail carriers do not deliver packages; instead they deliver notices for you to pick your own package. WHY?? Need an explanation.
From Rachelle Friis (2019-05-31):
I mailed out 60 gifts in bubble envelopes to my clients, all local. Made sure with customer service that weight and size all fit the standard mailing. Paid $1.90 each, sent all on Monday (customer service was great). Expected to hear from my clients by Wednesday that they received my package – but nothing. Still nothing Thursday. So today asked a few if they had received the package – nope not one I called has. I thought local is 2-3 days. That's what the website says. Now I'm really worried all 60 have gone into limbo and I'm out a lot of money.
From Rod Hancock (2019-05-10):
Trying to verify if a money order has been cashed... an adventure in futility. Chat "help" lines that time out because of agents taking long time to reply and asking for information already given tops the list. Sent a letter from Nanaimo BC to Vancouver two weeks ago; person on other end apparently didn’t get it (a ferry ride takes 1 hour 40 minutes). Perusing endless pages to try and track it myself, always leads to the same place. End up making a phone call and then spend 10 minutes going through the button pushing only to be told there is a "higher than usual number of calls" and to try later.
No wonder the people of Canada are seeking alternatives. That will be my plan for the future.
From Richard Morgan (2019-05-09):
I recently had to move back to my parent's house and got a job in the area. I had a few things to order online, so I set them to be delivered there instead of my old apartment. But it gets worse, since I work full-time Monday-Friday 8 to 6pm, I'm never home when the postman comes and I know that since I received a notice card in the community mailbox. Except the opening hours of the post office are so restricting I'd have to take a day off just to pick up my parcels. I can't even pick them up at lunch time since it's closed from 12 to 2. My parents also can't pick them up for me since they have a similar schedule.
From Donnie (2019-05-03):
Canada Post is the worst mailing service around. Use any other services out there. They also have the worst customer service ever. A whole bunch of stuck up people that hate their job and don't care about helping. They really need to be trained again.
From Bob Mac Dougall (2019-05-01):
I ordered a drone on Amazon. The parcel was sent from Hamilton to Nova Scotia. A signature was required according to the sender as the value was near $2000. Our local driver didn't even load the box on the truck as she figured that a (you-have-a-parcel hostage) card in my community road box would be satisfactory per the lazyarse manual and non-performance bonus decree that is infused in their home-by-2pm attitude. My complaint ticket runaround wasn't appreciated either as the two useless phone operators corroborated the false story that when a parcel is too large to fit in the box then they were obligated to kidnap it and hide it in a station not even in my county and 12.4 kms return. Here follows The Link, the governing rules relating to all types and scenarios relating to PARCEL DELIVERY:
Where are larger parcels delivered?
We'll deliver larger parcels directly to your home if they don't fit in the parcel compartment or if a signature is required upon delivery. If nobody is home and there's no safe place to leave your parcel, or if a signature is required, we'll bring the parcel to a nearby post office. We'll leave a delivery notice card to let you know when and where you can pick up your item.
Please excuse my inability to understand written English but this appears to be CANADA POST POLICY so why do all five of their personnel I interrupted by my non compliance delivery disagreement INSIST that all that is required was a freakin ransom card. Three answers come to mind: (1) sheer laziness, (2) management moneybeans ordered them to hold that line to maintain revenue, (3) the posties don't know or care what the Policy Rules dictate. Good riddance you lacklusture bitches at Canada Post. You couldn't pay me to use your services ever again. Now I will dedicate many hours to improve this service starting with lobbying your New CEO and down to your dismissal.
From Holly (2019-04-30):
Brandon, Manitoba, needs its downtown post office replaced. The east PO just cannot handle the volume since the downtown outlet burned down. The line ups are ridiculous, plus access and parking are pathetic. Surely there is some business that could and would take over the services previously available at Christie's?
From Larry Kehl (2019-04-23):
I sent documents from Moose Jaw, Saskatchewan, to Medicine Hat, Alberta, by Xpresspost (Snail Mail) and was assured of two day delivery. It has now been a week and it still has not arrived. It is only a 4 hour drive by car and yet Canada Post's Xpresspost service cannot make it in a week.
As a customer you pay for tracking and guaranteed 2 day delivery. However Canada Post cannot fulfill their obligation to their customers. They should not even attempt to make such a claim as they cannot come close to 2 day service.
Management at Canada Post wonders why Canadians are no longer using their services. DUH! It is a postal service that has become an utter disgrace to all Canadians.
From Jackson Holtorp (2019-04-17):
In January 2019 I used a shipping company in Japan to forward me my parcel which contained several items I bought from various Japanese sellers.
I selected SAL mail (registered small package) because it was less expensive than EMS mail (express mail service).
EMS has up-to-date tracking every step of the way while SAL has limited tracking; I was ok selecting SAL as many people I knew had selected this option before without issue.
After months of waiting I received a notification in March that my parcel was being sent back to Japan to the shipping company I used.
I later found out Canada Post had my parcel but never notified me. No pick up slip, no email, no text, no phone call, nothing. Completely unprofessional and inexcusable!
Canada Post some time ago apparently changed their international policy and now refuses to accept and deliver parcels shipped with SAL. I guess if there's not dummy proof tracking which is up-to-the-minute it's too difficult for them to do their job (up-to-date tracking seems to be the only foolproof way to ensure your parcel is delivered) It shouldn't matter if someone had their parcel delivered with the cheapest or most expensive option. Delivering the customer's parcel isn't rocket science. It doesn't need to be overly complicated.
I opened an investigation with the shipping company's help where Japan Post would investigate what happened and why the parcel was not delivered. Recently the investigation concluded and confirmed everything I already knew; Canada Post is incompetent and can't do basic tasks. They are an embarrassment to represent the country of Canada if the official Post Office of another country realizes how badly Canadians are suffering and pity us.
Compared to other companies Canada Post is outdated and behind the times with their policies, logistics and common sense. They care more about saving money and cutting costs than the satisfaction of Canadian customers; a substantial number of the population who still use their terrible service not knowing they have other (better) options available to them.
When I contacted Canada Post customer service I was told their system can't track SAL tracking numbers. So either their system is too old to be able to process other types of shipping, they're extremely biased and want customers to select a specific type of shipping for their own convenience, or possibly want customers to select the most expensive type of shipping since larger packaging has higher odds of getting additional fees from Canadian Customs who they work with (care more about making a few extra bucks than customer satisfaction).
Canada Post refuses to take responsibility and refund me my money for their mistake. Most customers like me probably accept the sunk cost because even if we wanted to sue Canada Post, the costs for a lawyer would exceed the sum being disputed (not worth it unless all you care about is pride and exposing Canada Post's BS to the public).
I spent $43.42 on SAL shipping. To resend the parcel I was adamant and selected DHL Express; a company significantly more professional and experienced with international shipping (they have branches worldwide).
Going forward I will never use Canada Post's services again and request DHL Express whenever possible. While using DHL was slightly more expensive I was very satisfied with the speed of delivery and did not have to suffer any nonsense this time because the re-sent parcel never touched Canada Post's hands; they can't screw up again if it's not in their possession.
I have shipped with EMS before but even if it's dummy proof for Canada Post employees this entire experience has convinced me to avoid the company altogether indefinitely. Even if they were to do a complete overhaul of the company and improve everything that still wouldn't win back my trust. Speaking with your wallet sadly might be the only way this idiotic company gets the message that they need to improve or else they become more irrelevant than they already are. Besides parcels what left do they have? Almost nobody sends physical mail anymore or buys stamps.
My assumption is Canada Post never adjusted the structure and workflow of the company to adjust to a world where online shopping (and international shipping) became more common. They're probably still operating like they always have even they're decades behind. Any company with common sense would adjust to the times and constantly find ways to improve service for better efficiency and get ahead of their competitors.
Long story short, Canada Post is full of idiots and I feel sorry for anyone who still uses their service. If you've never experienced any issues with them, good for you! Hope you maintain that positive attitude if/when you eventually experience your own terrible experience with Canada Post and regret you didn't selected a better alternative option sooner.
From Everton Miller (2019-04-16):
Waiting... I am now waiting 13 business days for a simple letter from Regina. I live in Surrey. A month ago a letter sent from the same address only took two business days.
From Ais L (2019-03-21):
Just read my comment from over a year ago. And as per usual, no change.
How in the hell does anyone do business with you as a country if you can't reasonably handle standard mail?
I post birthday cards as registered and express now to get them to Vancouver from Dublin (Vancouver, BC... not Vancouver Island or Texada or anywhere else rural). It costs between 9 and 12 Euro... that is about X1.5 in Canadian dollars.
We're talking properly labelled, packaged and non commercial low value items, less than 1 kg. Letters, cards, small parcels, to almost downtown Vancouver.
I get a tracking number, and I can trace online as far as Toronto or Ontario or sometimes even Vancouver. It usually takes anywhere between 24 hrs to 3 days. Then it sits... and I have to wait 24 days to complete a complaint/non delivery form and claim back the cost, and insurance if I paid it. Three weeks in the depot. I wait, and then complain at our end... and hey presto...
Then... the letter, card or package is delivered, usually within 48 hrs – after 3+ weeks sitting in Canada.
My guess? You've got some kind of mafia sitting in the sorting office, holding onto all items and hoping no one goes looking for them, and only delivering if and when complaints are made. Though really, it beats me and even my imagination as to what you are going to do with kids comics, birthday cards, left behind T shirts and old issues of local newspapers. Can't imagine there's much of a black market for that stuff.
We've stopped sending, by the way. Items go with people travelling, in their suitcases, or money gets sent to buy stuff in Canada via banks. It's a shame... letters and postcards and small packages from abroad are nice things to get.
I'd think twice about living in a country with no postal service.
From Zachary KB (2019-03-07):
Their Richmond B.C. facility is a joke. The management is so wholly, overwhelmingly incompetent, that they refuse to remove lazy, efficiency damaging employees for people who will actually work their hours. This causes anything that goes through that particular station to take forever to be processed. When I asked what was going on over the phone, they simply responded with, "you should have supported us during our strike, it will show up when we feel like sending it out" and hung up on me.
From JB Bachmier (2019-02-26):
Canada Post hired an outright thief as mail carrier about 15 months ago at my address. Despite numerous calls to complain by me and several neighbors, nothing done to remedy the situation by Canada Post management.
To alleviate the problem, went to paperless where I could. However, several important pieces of mail were not delivered, including one important letter that has caused me and my family a lot of grief.
This needed to be privatized 10 years ago.
From T Falvo (2019-02-05):
I live in Niagara Falls, Ontario, and I'm still waiting for some items to arrive that I bought from Manitoba last week. While I am perhaps being a bit impatient, I seem to recall occasion in previous years where Canada Post had already shipped to me in a shorter length of time.
Canada Post has changed its delivery standards several times over the past few years. They added a day or more to locations across the country. We believe they did this because late deliveries were costing them a lot in refunds to their big corporate customers.
From Natalie Gentile (2019-01-17):
Customer Service is EXTREMELY RUDE! I called to simply inquire about a delivery that was not completed due to an "address issue" and to ask what the issue was. The customer service representative (I wish I got her name) spoke to me as if I was speaking alien straight from the beginning and spoke over me multiple times. I do not think that people should work customer service if they do not have patience (or at least fake it).
This is not the first time I have experienced rude customer service representatives from Canada Post.
From Mary Garley (2019-01-16):
Was told by Canada Post that my package was delivered. It took about a week for them to tell me they INTENTIONALLY gave it to a complete stranger. How is it so hard to put a slip on the door if someone is not home? I might understand if the person who stole my package was outside my door and claimed to live there. But that wasn't even the case; they said they lived in a unit in the building next door. I can't believe how something so simple has been made such a pain.
From Carole P (2019-01-10):
I buy a lot of stuff from AliExpress. Little electronic components and such – nerd candy. Stuff I could buy in Canada at 5 times the price but if someone can't add value, I really don't feel the need to pay their inflated prices.
I track my shipments from the time they leave to the time they get to Canada. Most of the time Canada Post has a track that will say my package arrived in Canada, then was given to Customs, cleared Customs, and went back to Canada Post. In many MANY cases, within a day or two, Canada Post will replace all that tracking information with something nebulous like 'information received from shipper'.
I assume, since I can track the original information in a few completely independent tracking systems, that Purolator, part of Canada Post, inputs the information until it's given to Canada Post itself. And I also assume Canada Post deletes all the tracking information to try and hide that they have it and how long it's taking to GET to you after they get it.
Which means either they are instructing their computers to delete the information, or they are manually intervening. Either way, no wonder their services sucks and they're losing money. With all this 'special treatment', they spend more time delaying packages than delivering them.
By the way, a great tracking system is this: parcelsapp.com/en.
From Kassidy Laplante (2019-01-06):
What's wrong with Canada Post is they charge exorbitant prices for dead donkey speeds! Their "guaranteed delivery date" feels like a scam to syphon money out of people for a service they don't even honour a lot of the time. Majority of staff working the counters will incorrectly measure packets in front of you then have the gall to ask for 30$ to ship something I could deliver my self. Horrid service added with the fact that small remote communities like mine are cheated the most. Almost never has anything that's been promised to arrive within 2-3 days done so!!
Worst part however is the total lack of empathy and regard for customers that have complaints. More often than not the workers know less than I do about the status of my parcels and I feel like they dont care. I've always had the vision that carrier pigeons have more responsibility and are more forthcoming than postal workers. The day Canada Post changes command or dies, I'll celebrate and feel relief. As for now I'm urging my community to look into opening alternative shipping methods. They cost relatively the same but offer a much more competitive market where they realize that when they get my stuff to me on time, I'm more inclined to use them. Thank god this site exists, doing the good work for the people.
From Rapunzel (2019-01-06):
Even when you CAN track a package with Canada Post, I can get more information from a third party tracking system. Tracking will be marked 'complete' for a package in Canada Post, then one day it just disappears and is replaced with 'information received from shipper'. USPS has a thorough tracking system: you can tell exactly where a package is at any time. Does Canads Post do their tracking manually instead of with computers?
What it appears is that Canada Post doesn't WANT you to know where your package is because it would then be apparent just how poorly they manage the mail. Seriously a package will be scanned in Ontario, then nothing for two weeks and magically pops up in Richmond – which seems to be a black hole for mail. I have had at least three packages that seem to get stuck in a swirling vortex there. One was in Richmond, scanned three times, sent to Newfoundland scanned, then send BACK to Richmond, scanned three more times then lost for a month... then at the beginning of the next month, scanned three more times, then again lost for a month and scanned a few more times at the beginning of the next month. Obviously it's a pattern, and evidently it's not like it made it OUT of Richmond and on to a truck and somehow managed to get sent back – it never made it out of the Richmond facility.
Canada Post needs to be privatized. That would open it up for competition. Private companies realize they have to be efficient to be competitive. Canada Post is the only game in town, and they act like it.
From The Pragmatic Fool (2018-12-30):
Did you ever see this investigative piece on the "Postal Illuminati"?
NPR's The Postal Illuminati
From Michael Anthony (2018-12-27):
I have had 2 packages go missing in the past month, both correctly addressed to me in Dartmouth, Nova Scotia. Tracking the packages on the Canada Post app, one showed delivered to a community mailbox in St.John's Newfoundland, while the other had an attempted delivery to a location in Etobicoke, Ontario. Then showed it was "redirected" to an "alternate address", then disappeared from tracking for a few days, and then showed delivered to a community mailbox (no listed location). I can assure you neither were my address.
How packages addressed to Dartmouth, Nova Scotia, get sent to two different provinces and delivered to incorrect addresses I have absolutely no idea. It's either plain stupidity or total incompetence. I reported both cases to Canada Post and an alleged "investigation" was done and still nothing. These people are absolutely useless and cannot be trusted with items you pay money for that you will never receive or that Canada Post randomly gives to other people. I'm fed up with these jackasses!!
From Stephan L (2018-12-27):
I really enjoyed your article on Canada Post. Well researched and well written. I knew most of what you had listed but not the unbelievably cheap rates the Chinese were paying.
I sent some similar material to CBC Marketplace, Fifth Estate, etc. Not a peep. So much for investigative reporting.
In any event, we are going to start monitoring late deliveries more diligently. Were you successful in getting them to pay up? Did CP ever exact any revenge on you for your article or for the extra claims?
One thing you can add if you update it. The rates for envelopes is a farce. You can send a 500g envelope from anywhere to anywhere for only $5.00, e.g. Gander, NL to an igloo in Nunavut. They claim it is the sorting machines that allow this to be done cheaply but that is BS. Since we use their shipping API, we produce the necessary bar coded label for tracking, etc. So, why doesn't this work for a package 21mm thick?!?.
Also, if you hand write an address, someone has to intercept the envelope and enter the address manually so they can apply a bar code label that the sorting machine can read. That can't be cheap.
On monitoring late deliveries and getting Canada Post to pay up: we have not yet started but we still plan to. One challenge is the ever changing delivery standards. For example during the postal disruptions in 2018 the delivery standards were suspended so late delivery claims did not have to be honoured.
From Dennis Keats (2018-12-21):
A parcel I posted on Dec 02/2018 to Newfoundland is still in New Brunswick. They must be using the contents for themselves. It's about time some other company took over the mailing part of the government. Let them get out and find a real job instead of enjoying other peoples gifts.
From Rick D (2018-12-21):
What's wrong? When you tell me I should be expecting my package today, yet your tracking site told me it took three days from the time it was picked up to the time it was processed at the facility 160km away and is apparently sitting on a shelf. No updated delivery date, no explanation, nothing. Now instead of having a Christmas present to give, I got nothing.
Thanks Canada Post. I'll avoid using you at all costs in the future. I'd rather pay a few bucks more for a reliable service. I no longer care the least about saving Canada Post. I don't need your services these days in the world of electronic deposits and electronic correspondence. Everyone else can manage to deliver a package when they say they will, or at least have the courtesy to tell you why not and let you know when to expect delivery. I hope your funding gets clawed back, companies stop using you, and you all get sent to the unemployment line – executive; management, and workers alike.
Thanks for ruining Christmas.
From Maranda Ortega (2018-12-13):
I just had an employee confirm carriers prioritize flyers over expected mail. If you ask me, flyers are a hell of a lot less important than expected packages. I wanted to cancel some of the flyers but you either cancel all or none. The flyers are not counted in the workload for the carrier for the day either and they usually contribute to most of the workload, which is why carriers cut corners and don't bother to knock and wait.
I get that we need flyers, but at this point they are causing so much backlog that I can't help but feel like Canada Post needs to fix the flyers. Have carriers for flyers and some for packages and normal mail. The reality is I throw out 90% of the flyers I receive. If they just categorized them and allowed people to choose which categories to receive, not only could we cut down the load on the workers, but the waste as well. It seems there is serious room for improvement where these flyers are concerned. The methods for dealing with them are inefficient and outdated.
From Wally McNeill (2018-12-12):
I sent package from Kitchener to London on 28 November. It was sent out for delivery on December 3. It's still not there; now I'm told December 14. London is not that big; how can it take that long? Tracking info is not very accurate.
From Clive Lee (2018-11-23):
I was told than my tracked package from Great Britain to Canada might take 5-7 weeks and this the 21st century. Come on!
From Greg Hammond (2018-11-23):
There are realities to business that make the current Canada Post framework not sustainable in the long run. Letters service continue to decline as more and more companies and groups move to electronic format. In the electronic era, there is less need for mail per say, and from the mail perspective, Canada Post is less relevant, and that will continue to decline. Add that to the fact that there is no shortage of competition in the shipping market, and you have a big business that needs to make some serious decisions on both sides to continue to exist. Yes the union protects workers, but as unpopular as it is to say, it is also standing in the way for Canada Post to make those serious decisions to restructure their framework in the current global economic framework. They are operating in a monopoly of a service that is no longer really valid any more.
The reality of this strike, is that they are pissing off customers. Some people (some of whom have posted on the "What's Wrong With Canada Post"), have needed governmental support like money being stalled by this strike nonsense. Businesses are losing money from people not wanting to order anything because Canada Post does not want to do their job, and so businesses are going to Canada Post's competitors to have things shipped for them (Amazon has started sending things by Fedex for instance). Irony of irony eh? Catch 22 is that the union is trying to play hardball to get employees everything that they need or want, while what their tactic is doing is costing Canada Post money which will cause the company to have to make those tough decisions that will harm employees in the long run.
There are some safety considerations at play yes, but greed is causing a problem here. The money has to come from somewhere for some of what is being requested, and in a normal business they would either go out of business, be absorbed by another, or would have to make cuts to keep going. Much like Air Canada in the past, Canada Post should be privatized so that they operate in the current economic market with regular competitors. They would be forced to improve service, customer service or relations, etc. As it is, the need to get things done have forced me to look at competitors, and I will never be using Canada Post again if I can help it. Might cost me more at times, but as a customer, I will not support a company that refuses to put customers over their own selfish needs. The government should pull the plug on support and privatize Canada Post so the next time this happens, the company will go under and we can have proper uninterrupted mail service from a competitor.
From Kelly Kirkwood (2018-11-22):
I was mailing a package from Milton to Mississauga... a care package to my daughter in college at a cost of almost $18. When I went to mail the package I asked about the strike and the worker said it should be no problem as it is a rotating strike and she should get it in a week. It was mailed Nov. 14 and was just processed in Mississauga today on Nov. 22. The expected delivery is November 27... almost 2 weeks to get from Milton to Mississauga. I regret that I didn't use UPS across the street and I am disappointed that the staff at Canada Post misinformed me. They should not be giving out that kind of information when clearly the packages are not moving. I could have driven there in 30 minutes.
From Kevin Lambing (2018-11-20):
Canada Post employees need to understand, if they keep pushing for more without giving more they will be without a job altogether. They want 2.9% annual pay increase? How many people get that kind of raise? Meanwhile their customers are continuing to switch to paperless billing, and companies are pursuing social media as a more effective way of advertising. The only saving grace for them is Amazon which they are F##king up by pissing off the customers by holding back all the packages with the rotating strikes. What do they think all these pissed off customers going to do after they settle?
Well I will now be using an alternate carrier when ever possible. At least I know I will get packages on time.
From Brad Mitchell (2018-11-15):
Well I ordered a very small package on Nov. 10th. The shipping location is from Mississauga, Ontario. I'm in Newfoundland. The company I purchased from had it shipped on Nov. 11th. The company was very quick in getting my package ready and on its way to me. Now here is the sad part. Upon checking the tracking the estimated date of delivery is Nov. 27th. How in hell does it take 15 days to come from Ontario to Newfoundland? I have driven to Fort McMurray from my hometown before. It took me 5 days. I could drive to Alberta and back and then back to Ontario to get my package before it will get to me. Utterly ridiculous.
Mail service in Canada has been disrupted by a labour dispute since October 22, with the union staging rotating strikes across the country. It has been reported that there is now a backlog of some 600 trailer loads of unsorted mail. Canada Post considers a strike a force majeure event which allows it to change delivery time commitments. As long as the backlog grows Canada Post will keep adding days to its expected delivery dates.
From Cecile Alve (2018-11-09):
I don't get it!
My package was supposed to be delivered today and my son was home to receive it but the post woman did not hand my package to my son who can sign and receive on my behalf. She asked for me instead but I am at work and my son told her that he can receive my package but she ignored him and instead left a card for me to pickup my package at a Canada Post location.
Unbelievable! What kind of service is that? Terrible service!
Cecile from Mississauga.
From Renee Ryall (2018-11-02):
We live in a condo on the 2nd floor about 20 steps from the elevator.
Yesterday the buzzer rang and a female voice said "Ryall delivery." I said thanks and buzzed her in.
When she didn't arrive at the door, my 85 year old husband got in the elevator and went down to the lobby. She was standing by the elevator waiting for him. When he asked her why she didn't bring it up to our condo she said it didn't fit in the community box and she didn't have to!
Reading the Canada Post FAQ, under "Does Canada post deliver to my door?", the answer was yes, unless the sender asks that a signature be required then they leave a card requiring you to come to the depot or if the parcel doesn't fit the community box. The third part of that answer was the parcel will be delivered to your door if you are within 500 metres of the post office. We are.
Regardless, her attitude did not help.
My husband said, "By the time this old man got out of my chair, put my shoes on, hobbled to the elevator and down. She could have been out the door 5 minutes sooner. But she didn't have to."
This parcel was a toddler size 3 snow suit in a plastic bag. Soft, pliable, and would have fit in the community box. We have received larger cardboard boxes in that box.
Clearly she didn't have to try.
From Martin Banyai (2018-10-31):
Hey I am emailing you because I am sure you are aware of the so called strike. Now my problem is, I am supposed to be getting my cheques in the mail and most are government issued. I have on good authority been told by people in the government they [Canada Post strikers] can't stop the government checks being sent but they still do.
I am sick of people not doing their jobs tell me something. They want more money and go on a strike and whatever. What about the people losing money because of them... the people that let's say have to pay a bill or need important papers delivered but don't get them because of Canada Post? It's sickening and that's just Canada Post.
The police is corrupted like you won't believe. And the people working for government, like welfare agents or Emploi Quebec agents, don't do their jobs more than 70% of the time. I know you guys dedicate your site to Canada Post but no one actually thinks of the problems that other people will encounter because of their own selfish needs.
From Jason Kimmings (2018-10-30):
I ordered a board game online from Canada and the retailer used Canada Post (to Scotland). The item spent five days somewhere after landing in the UK (no useful information on the tracking website) and finally made its way to the local delivery office where it is now On Hold where it had been for the last three days, again with no more information available. As the receiver, I also can't get any more information from them.
From Kirk Muise (2018-09-18):
It amazes me how Amazon/Purolator/UPS/FedEx can get my packages clear across the country in 2 days, for little or no money... but Canada Post takes a week or two.. charges a small fortune and routinely damages things.
I just paid $20 duty and $40 shipping on a $30 antenna shipped from the States. It took almost a month to get to my province and I'm still waiting. This is pathetic.
A few years ago I signed a petition to keep Canada Post jobs. I will never sign another one unless it is to shut down Canada Post for good.
From Juliette Cooper (2018-09-10):
Where does one begin?
Mail forwarding. Although I paid for a subscription to have mail forwarded to me when I moved, it is taking two months to receive items once forwarded... This is ridiculous! Why does it take so long? I only moved an hour and a half away. Before I moved, I lived 5 minutes from the largest Canada Post processing centre in Canada -- the Gateway facility. What happens to our mail when it gets returned to the Gateway facility??
Junk mail. Prior to moving I had a "no junk mail" sign on my mail box in Mississauga and emailed Canada Post at least TWICE requesting the letter carrier not put flyers/junk mail in my mailbox. He regularly did. Please don't blame on local flyer delivery as they knew better.
Magazines. I regrettably have four monthly magazine subscriptions. All senders were notified well in advance of my address change. At my new address I did not receive one magazine for September -- and none so far have come in for October. They're usually several weeks ahead. Where is my mail, Canada Post?
Canada Post website. Even the website at Canada Post refuses to work. This is the message I repeatedly got when trying to submit an online complaint request form: "429 too many requests."
I give up. I've now switched to paperless for almost everything I can and set up a courier account for anything important going forward. Not sure what to do about my magazines as I don't want to go digital so I will probably cancel and just buy them from vendors.
From Andrew Hong (2018-08-17):
I sell small tech related items on eBay. One of the items I sold was a flashlight that weighed 80 grams, and I was charged, get this, $18, to get it to New Brunswick. That meant that I lost money from the sale ($20, after fees, -$5).
Honestly, if there's one thing that Canada Post can bring back, it's first class mail. Trackable, first class mail.
Funnily enough, the government wonders why small businesses struggle -- well, part of the reason is that everything in Canada is marked up, and shipping fees are not excluded. Fortunately, I found another carrier that takes my parcels to the US and ships it back. $4 postage for that item and trackable. Good riddance, CP.
Follow up comment (2017-11-17):
I am now using Chit Chats Express.
First Class Mail, later renamed "Letter Mail" and then "Transaction Mail", has never been a trackable service -- though it certainly would be nice if it were. The bigger problem with Transaction Mail is that Canada Post imposed a dimensional limit (1 cm thickness) on packages which pretty much eliminates using it for most commercial product deliveries. That dimensional limit forces shippers to use the much more expensive, and usually slower, parcel services. Canada Post claimed the 1 cm limit was imposed so that mail would go through Canada Post's automated sortation machinery. But we believe that Canada Post knew that parcels would suddenly cost shippers a lot more and that the damaging effect on shippers was intended. These days automation equipment can easily handle packages of all sizes, so we believe there is no technical reason why Canada Post can't remove the dimensinal limit for Transactional Mail.
It is worth noting that the United States Postal Service still allows, and even promotes, the use of its First Class Mail for bigger packages, including boxes, up to 13 ounces. And tracking is free.
From Kaylee Wood (2018-08-14):
I ordered a few packages, one went to Burlington, another went to Kitchener, another went to Toronto, and one got lost altogether. I live in Napanee, Ontario. How my packages were misdirected is beyond me. I have had this happen to me more than once. I have mailed cards (birthday, anniversary, Christmas) -- I am talking more than one card at a time. It is ridiculous how many times this [misdirection] has happened; there is no reason for this.
From James W. (Jim) Johnson (2018-08-04):
I am a 74-year-old disabled veteran that lives on the 18th Floor of an Ottawa condo building. I am a US-born dual US/Canadian citizen who spends summer here and winter in Florida for health reasons.
This year I have had unbelievable problems with Canada Post in Ottawa.
The first issue involves package delivery from say Amazon. The carrier person first refused to bring the packages to me saying they only have to deliver "one floor up or one floor down."
When I complained, the carrier fellow brought a heavy package, leaned it against the door, and knocked. My wife answered (she's also disabled) and when she opened the door the package fell, almost hitting her. She asked him to pick it up and he said "NO".
When I got upset and told him off, I got a visit from a supposed supervisor insisting that I not have altercations with the delivery people; and he again noted the "one floor up or down" thing.
The second issue I have now encountered is that envelopes I address for the US have been returned with a yellow sticker saying they were not deliverable. This even though I've used these envelopes in Quebec with no problems and used the correct $1.20 postage.
These were bill payments that now need to be resent. I'll incur late fees and am out the $1.20 postage on the items.
From Eric Lee (2018-08-04):
I found this site searching "Canada Post Slow 2018".
Never seen the mail travel this slow. We're finding cheques mailed within Ontario to be taking over two weeks to be delivered in some cases. We've always prided ourselves on paying our people immediately, but this is getting silly. I'm wondering if anyone else is experiencing this?
We have noticed that credit card statements are arriving late, to the point where we have missed due dates. The late statements have cost us money. For years we could rely on the statements to arrive in time to pay by the due date, but now we are forced to get statements delivered electronically. This may well be yet another reason why Canada Post's letter mail business is declining.
From a Canada Post Technician (name withheld) (2018-07-05):
I work for Tech Services in Hamilton. We use to maintain the equipment thoroughly until the company brought in a program called MAXIMO.
The company is using MAXIMO to get rid of jobs. Management has decided that we no longer need to maintain the equipment properly. Over the last 3+ years they have been reducing our workload through MAXIMO. Our manager has been deleting positions because "we don't have the work". Not only have they reduced our work load significantly, they have also discouraged us from changing parts. The machines are in terrible shape and break down constantly because of worn parts. We have been told to not change parts unless it is broken. It seems like the corporation is more concerned about saving money in an important department than it is in running production.
The company has an abundance of management. We have a manager in Mississauga that oversees the managers in Hamilton and Toronto. Maybe the corporation should look at the excess management throughout the company to save money. Management is a middleman. Local managers could be controlled by one manager in Ottawa.
It's very upsetting that the corporation would concentrate on cutting the SMALL department that takes care of equipment to keep the process running. MAXIMO is cancer. It was an idea sold to the company to cut jobs and save money. This is not the way to run the maintenance department. We should be working together to build a stronger, positive environment. Management needs to involve its workers to contribute, and develop a better Canada Post instead of the opposite.
We need serious change. I am very upset with the corporation. When I came here I felt proud to be involved in a Canadian institution. Now I feel shame and resentment.
From Harbajan (2018-05-29):
First off, Thank you for existing.
My huge problem with Canada Post their very incompetent customer service department. They provide absolutely no answers. It's so infuriating! their website states a delivery date but they always show up with my package 4 days late. I pay the shipper more money to get it quicker, then Canada Post keeps it at their distribution centre for days on end for no reason. I can confirm there isn't a reason to keep it there because every time I call they don't know why it's sitting there.
The worse part is the distribution centre is across the street from my house and I can't legally pick it up because their union passed a law that makes me picking it up from there location illegal. IT HAS NOTHING TO DO WITH THE END CUSTOMER AND MORE TO SAVE JOBS! I can't believe they're legally allowed to keep my property hostage to save jobs that we don't require in the modern day.
Thank you for listening.
Management would like nothing more than to get rid of the unions but can't. Much of the fear of the unions stems from years past when the unions held the country hostage by shutting down the post office. As our dependence on letter mail declines you would think that the power of the unions would decline, and perhaps in the future the declining power of the unions will be tested by management. But in the current political climate in Ottawa, the government has no appetite for allowing Canada Post management to test union strength.
From S.M. (2018-05-12):
The people working at the office in Canal Flats, BC, are EXTREMELY rude and incompetent and have wasted our time and money.
Some time ago, I had someone pay $100 to have a package shipped in 2 days. According to the Canada Post website, my parcel had been delivered to the post office. I was staying out of town so I had to get someone to drive me to the post office (which costs gas money) only to be told my package was not there. It was because the employees had not bothered to sort through the packages. That was on a Friday.
I had to wait until Monday to go get my package. So, my package took 5 days to arrive instead of 2. My friend paid the $100 for nothing. I also had to delay my travel plans which also cost me money.
I called the post office explaining what happened (being very careful to stay polite and emphasize that I was just very frustrated and it wasn't personal against her) and that my friend should get a refund, and when we finally came to pick up the package, the woman THREW it at us! Saying "Here you go”! It was a soft light package, but still.
My sender friend could not get his refund so he wasted $100 rushing a package to me that I got at the same time as regular shipping. This is because it HAD been delivered on time, but the employees did not sort through the packages which is why they told me it hadn't been delivered yet (in other words, they lied).
The employees also gossip about people's mail as this is a small town, so I strongly suggest you don't have anything important shipped to you as they cannot be trusted with sensitive information and have spread rumours in the past, like telling as many people as possible that so-and-so is getting drugs shipped to them, or sex toys. Rumours like this could really affect someone in a small town.
Right now I know 7 other people who have had major issues with the employees at this post office, so we are all going to submit our complaints at once.
From George Younes (2018-05-03):
I have sent three packages through regular mail, two from Kingston to Montreal and one from Kingston to Ottawa, with Canada Post. The lady at the post office told me that in such cases, going with the express option [Xpresspost] will only take off one day from the delivery time, seeing that distance wise the three cities are close. I was guaranteed that the post has a very reliable service and that to both Montreal and Ottawa my parcels should be there in three to four business days maximum.
I have been keeping in touch with the recipients, and it has been ten days (eight business days) I have sent the parcels, and nothing has been delivered yet.
Also, my university which is in Kingston sent me a document by mistake via mail four days ago, and I still have not received anything. I live in Kingston and it is literally ten minutes walking distance for me to go and pick up my document. I am not sure what is happening with the post service.
If there is any [possible] delay in the service I think people should be aware of that to see if they [wish to] send their parcels or letters with Canada post or... use another mailing service. Some people have hard deadlines, and can't just wait a month for a document that should have been delivered within two business days maximum.
From Ghisele Bouchard (2018-03-28):
I have been seeing a bad practice of Canada Post's for a few years now and today had a Canada Post employee actually admit that they are allowed to leave parcels outside of individual apartment doors anytime! I am relatively certain that it has been this practice that has led to lost packages on at least two occasions and am outraged they are even allowed to do so!!!!
If they are so afraid of losing business this practice will only add to their problems; they are inviting theft to happen and that should bother them enough to stop this practice!
A very unhappy customer.
From Leo Varios (2018-02-26):
The problem that we have with Canada Post in the Vancouver Lower Mainland is with the mailboxes. I am continuously receiving mail in my mailbox that is not mine. Some of my mail ends in the wrong mailbox. This problem has been non-stopping for at least the last five years. I have reported this issue with Canada Post at least 6 times but noting has changed.
Parcels are being lost at a rate that some European sellers don't ship to Canada anymore.
From Brendon Hull (2018-02-24):
Packages from UK are taking longer than packages from China. Waiting over 10 weeks for small packages sent airmail. Still waiting on items from December 2017. One annoying thing is the response from Canada Post Facebook that nothing is wrong. If you are purchasing an item from UK in 2018, I suggest you go with tracking at all times. I am in Vancouver, not a remote isolated town. Christmas volumes should be well over, so I don't understand why the issue.
From Ais L (2018-02-18):
I see loads of complaints on the blog of the cost of mailing from Canada and nothing much about the difficulty of getting foreign mail delivered to Canadian addresses.
It costs a lot to send from Europe to Canada, and I expect to get what I pay for.
My experience is that posted items may or may not arrive in Canada, regardless of how they are posted. Control from Europe stops once the items have left here. After that, everything from tracking to complaints is entirely up to Canada which is the worst system I have ever come across. No access, no responsibility and the only response is blaming it on incorrect labelling.
From here on in, if I have to post to Canada, I will be using DHL or UPS; but mostly, I'll be trying not to, which means Canada joins the same non-compliant nations like Russia, North Korea, and non-recognised states.
My brother and his growing family live in Vancouver. We send post frequently from Ireland, for birthdays, Christmas, special occasions etc, both cards, letters and parcels and have been doing so for over 10 years. Less than 50% arrive in time, and 25% don't arrive at all.
The one thing you can count on, is that the post will not arrive in Vancouver either on time, or in good condition, or at all. Cards posted at the same time from the same letter box arrived 3 months apart. Registered parcels (2kgs or less) may arrive anywhere from 10 days to 2 months later, or not at all. We have a 75% success rate of non valuable items arriving.
We are talking about properly labelled, custom declared and registered, or express items, with RTS labels clearly printed on the back. We're talking downtown Vancouver – not the outback. What is wrong with the Canadian postal service?
When visiting Vancouver we used to send postcards; we don't anymore. Less than 1 in 10 get through. Still waiting (Feb 19 2018) for a post card sent 4th Oct 2017. Our family in Vancouver doesn't post – they use UPS or DHL or other courier service, but usually wait until someone is going to Europe and ask them to bring and post package.
What the hell is wrong?
From Maureen Deschner (2018-01-30):
We received a phone call from someone identifying herself as being from Canada Post and was asked if we have received our passports. My husband said no and the caller ended the call. This was very suspicious and I investigated further and was worried about where and who has our passports. The number showed on our phones as +1-613-734-1083 Ottawa, Ont. I phoned back this number and received only a recording and no chance to leave a message. So I phoned Passport Canada and find that a mail truck had been in an accident and our passports will be destroyed. This was no way to deal with this problem. When we were called by Canada Post. There was no explanation about the accident. How she found our info and phone numbers? She just wanted to know if we received our passports. Of course we are apprehensive and should not have been put into this situation about worrying about this caller. Is this identity theft? How much longer to wait for our passports now? And most of all, having to phone Passport Canada to confirm what is going on. Totally unacceptable.
From Sanford Borins, Professor of Public Management, University of Toronto (2018-01-20):
Here's a post I just put up on my website about Canada Post's lousy service:
Canada Post Failing Me
Please feel free to post it.
From Valona Filippini (2018-01-19):
Two Xmas parcels posted from the UK to Canada 8th and 14th December and still not received as of today 19th January 2018. Apparently there is a huge backup in Toronto. Isn't it time Canada Post was made accountable for their poor service? I also have four service tickets issued with them dating back to November and not once have they been acknowledged. Disgusting. Perhaps the government needs to step in to sort this because I know I am not alone with my dissatisfaction of the system.
From Poco Thue (2018-01-12):
I ordered items from Amazon that were to arrive Thursday. The tracking shows that the items were out for delivery. The next tracking entry said "Item redirected to recipient's new address" which really means they put the box on the wrong truck. After that the box was processed twice Thursday afternoon and once on Friday morning at 10 am. The tracking page indicates "Out For Delivery" at the top but no indication of that in the tracking information. I called customer service to find out why and the agent kept saying the same words and phrases over and over again. "The package is moving through the mail stream." To which I said, "No it is sitting in the sort facility." To which he said, "The mail is not moving every second." He never did answer my initial question about why tracking said "Out For Delivery" when the tracking info did not say it was. I also asked why tracking said "Item redirected to recipient's new address" when it really meant the box was put on the wrong truck. I asked him if this could be changed so in future the information would be accurate. He said no that is the only choice the delivery people have and he couldn't change it. I asked if he could request a change. He said "No, that is the only message that is in the system." Even though he apologized several times I felt he did not really empathize with my situation and he was only interested in giving me company speak.
I contacted Amazon about this situation and after explaining my problem to them they offered me a $10 credit for future purchases which I certainly did not expect. Amazon was essentially paying for Canada Post's ineptness. Canada Post should take a lesson from Amazon's customer support.
From Ed Gonsa (2017-12-23):
I have sent post cards from Thailand and Malaysia to Canada months ago and none have been received, and now I'm learning that Canada Post has loads of backlogged mail from Asia on trucks and in warehouses. This is not acceptable.
From Mark Vrieling (2017-12-20):
I read your page on Canada Post lowering the bar, and how last Christmas they just decided to only refund late packages if they were two days late during the Christmas season (shouldn't this be their most efficient time?). Anyways, I am not sure if you noticed, but this Christmas season, they have also tacked on an extra day to delivery times for Expedited parcels. So if I send a package within my own city, it used to be 1 day delivery. Now it is two day delivery, plus that extra day grace they gave themselves last year. So they can take 3 days to deliver a package within the same city. Outrageous!
Have you gotten feedback from Canada Post on your site?
No, Canada Post has not commented on the charge that it is lowering standards in order to cut refunds. Even our postal representative was unaware of the change. And, yes, we did notice that Canada Post arbitrarily added a day to delivery times before Christmas 2017. We also notice a lot more parcels are going astray than ever before; so far this year Canada Post has sent us notices of delivery errors more often than usual.
From R Benoit (2017-12-16):
I live in Canada and I wish they would change their name. Because of their stupid management, Canadians lose money on online sales and customer get very long delivery times. I have been informed Chinese shipments are deliberately delayed because they don't make a profit on those parcels. This Christmas I will not receive the Christmas gift ordered in November. Really disappointed.
From John Young (2017-12-13):
I am also a small business seller that has a difficult time with Canada Post. I used to sell mainly in the USA, but sell more online in Canada now. The prices are ridiculous and HST is added?! Do you have a Facebook page? Have you gotten any politicians to respond to your concerns?
No we don't have a Facebook page. Maybe we should! And no, no politicians have ever contacted us. We offered to make a submission on behalf of small business owners at the parliamentary review of Canada Post in 2016 but we were not selected to speak.
From Ryan Thompson (2017-11-29):
I've complained loudly and repeatedly to Amazon about Canada Post not attempting delivery and then lying about it. Now I cancel and return all packages that are left at the post office for pickup – what's the point of ordering online of I have to pick it up?
UPS delivers every time right to my door but Amazon doesn't let members pick a shipping carrier, even if you subscribe to their Prime membership, which I did until today... Just called Amazon and cancelled my Prime memberships for both Canada and USA while specifically blaming Canada Post.
Over the past 7 years I've placed over 100 orders a year with Amazon and now it will be 0 because of Canada Post. So I think that's the best way to attack the problem – loudly complain to CP's customers and cancel business citing their unacceptably poor service levels as the reason. If you do order and they don't attempt delivery then just cancel the order and leave the item until CP have to return it at their expense to the sender.
Thanks for having this site! I feel better already getting this off my chest.
From Carol Lee (2017-10-23):
I have a parcel that is shipped from Vancouver, B.C. to go to Burnaby, B.C. and the package goes to Mississauga, Ont. I have contacted Canada Post as to why this could happen and they state they do not know. They refuse to look for the package or contact their supervisor to aid in the search. They said that what they see online is the same as what I see so they can't and will not do anything. Canada Post has been sending my husband packages back to sender rather than deliver them. They say that some information is not located on the parcel. However, that was not correct. My husband had to go to the sorting depot to pick up the parcel (after they returned to sender twice) that the supervisor at the depot held for him so that the carrier would not ship it back (for a third time) to sender. Now, when the package is clearly labelled with all the information, Canada Post still sends it to some other region. I hope they do not expect me to go to Ontario to pick up the parcel because it has not moved from that local for 3 days. This is terrible!!! Why do we pay these huge shipping costs when they are clearly not doing their jobs correctly. When I called about the missing package the CSR stated that they could/would not do anything about it because I was not the sender and their protocols do not allow them to do this. Their protocols must then tell them to ship packages back to sender if they do not want to sort the item and send packages to another province even if it was already in the correct province. Wow!!!!
From Tony Niu (2017-10-18):
I was sending off a 12" x 9" x 5" size 0.8kg parcel to China. It costs this much (6 choices):
1. Small Packet - International Surface $21.21
2. Small Packet - International Air $43.84
3. International Parcel - Surface $60.61
4. Xpresspost - International $97.55
5. Priority Worldwide Pak $153.72
6. Priority Worldwide $216.76
WAY TOO EXPENSIVE.
I was informed by the staff there that it just takes one month to China for the cheapest one. But when I got home I opened the Canada Post website and it says that it takes 2-3 months – without a tracking number! Angry about this and went down to the post office and they said they cannot recall it because it's already gone on the truck.
From Zhengzhong Li (2017-10-17):
Worst postal service in the world! Lost one of a pair of boxes/parcels with two single channel amplifiers. Only one delivered/survived! And the survived one is useless now. After I filed a service ticket and was told they would give me a settlement, now three weeks gone. I called them so many times, and there is always only an answer machine waiting for you. They don't even dare to talk to me. Shutdown please you Canada Post! Don't hurt more taxpayers.
From Said Hasnain (2017-10-13):
Needless to say, Canada Post has given me rough day. Why? Delivery guy rang from downstairs to confirm he had a parcel for me and told him to enter the code to get in, but he just ran off, not even leaving a notice. Called Canada Post and they were very vague in resolving the issue with me, especially since it is not trackable. Meanwhile, I gave them a piece of my mind to show what second rate lazy unreliable bloody asses these guys really are. What service is this? However, I got in touch with the sender to resend the package should he get it back and apologized on behalf of the blundering of delivery post and will see what's next...
From Paul Francis, Walks in Spain (2017-05-28):
We despatch hundreds of packs around the world to guests coming on our walking holidays, the only country that we experience problems with (and that includes Africa and remote parts of Australia) is Canada! Come on Canada you're not supposed to be a third world country!
From Judy Heil (2017-02-05):
I recently joined a group called The Northern Birthday Box Project. We sent stuff to Inuvik, the Northwest Territories, Yukon, Nunavut, Northern Quebec & Labrador. We were informed about new flat rate box that cost $19.99 for 5 kg. Nearest location to me is Toronto which is 2 hours away. Tried all locations, 2 different times, once in January, again in February, but no such luck -- always out of stock. Would like to pre-order them online but was told I could not because it's a new product. So now I have to pay 3 times as much, and because of this, cannot afford to continue with this birthday project, which means somebody's children will not get a birthday box.
From Alex Kim (2017-01-12):
My name is Alex Kim, who's running small mail-order business in Korea.
We have a lot customers from Canada, for which we are really grateful, but it is becoming a nightmare because of Canada Post.
Actually, we are figuring out what is wrong with Canada Post lately. Shipping to Canada causes more frequent delays and problems than any other country. Pretty much as bad as Russian Post, but at least Russian Post provides tracking visibility which Canada Post does not. I got an email from Canadian customer who ordered in Oct (which we already refunded) and she says received the package today. Of course, there was no proper explanation for this long long delay. I don't know how Canadian people feel about your mail system, but in here Korea, Canada Post is notorious for lack of responsibility.
About 2 years ago, I remember Canada Post used to be very trustworthy. Way better than USPS. Their tracking system was solid, delivery was quite fast. But all of sudden, I can no longer trust Canada Post. Any clue what is happening there?
I am really curious how Canadian people feel about their mailing system. Apparently there must be a large scale mailorder business in Canada. No doubt there are many problems, too. How are you guys managing this?
From Craig Nadeau (2017-01-11):
I operated a mail order business for a couple years. We shipped products to and from just about everywhere in the world. Number two on the worst list was Canada Post. (Number one is Australia so we only used UPS there.) I would cringe when I knew a package was in the hands of Canada Post. Once it crossed the border into the US we could always relax. If a package was getting lost it was in Canada. I have shipped enough to know that there is significant theft in the system. The most valuable or interesting items would always go missing. The insurance system is a complete scam. What other business make you buy additional insurance to cover the basic service. The Chinese postal systems are so good it is amazing.
The reality is that UPS and the other big courier businesses staying in touch with the times, they were not political. Canada Post lacked any foresight to stay in the game and they could have. It won’t be long before Canada Post is just in the history books and delivery is managed by private business.
From Earlb1 (2017-01-09):
Tried to open a small business but Canada Post will not honor delivery times on international mail. As a result, my business lasted 4 months. Had to refund every item shipped because it took 2 months for items to arrive at destination. Also could not get product in a timely fashion; items were taking 2 months to arrive when 7-10 business days was what I paid for. Bankrupt in less than 6 months. Time to move to USA.
From Anonymous Postal Worker (2016-11-16):
I am one of your clients and I've read your page on the issues with Canada Post. I also work for Canada Post as a letter carrier and I understand your frustration with some of the service issues with us.
I want to apologise first for my bad writing. I speak French and I and not sure I you are going to read me if I write in French, therefore I will write in English.
Before you complain about the packet and parcel rates you have to understand the complexity of the issue. Canada Post has to adhere to different laws and regulations. (You already mention on your website the different federal and provincial taxes.)
According to Canada Post Corporation Act and the Canada Post Charter, the Canada Post Corporation (CPC) has to provide the same level of service to all Canadians at affordable rates (definitions are in the Act) and need to conduct its operations on a self-sustaining financial basis. So basically it means delivering mail to all Canadians at no cost for the taxpayers.
If Canada was the only country in the world, this would stop here. Unfortunately (or fortunately) we live in a vast world with close to 200 countries (and they all send mail).
As you would imagine, all the countries in the world send mail and want to be able send mail to others. This requires ships. planes, trains, and somebody to pay for all this. And because some countries send more mail than others, we need a system to compensate the countries that deliver the parcels over the ones that collect the money from the clients. This is why the UN created the United Postal Union (UPU).
There are a lot of very complicated and mostly secret rules about who has to pay for what, and you will understand why you (as a Canadian company that uses mail services a lot) have to pay more than the others.
First, the country that send the mail has to pay for the shipment to the destination country, but because most of the non-industrial countries are not very wealthy, they have a preferred rate on the terminal dues for delivery of the packets and parcels.
Basically an industrial country receives 82 cents per packet delivered from a non-industrial country. On the other hand, a non-industrial country will receive $2.31 for a packet from an industrial country.
It costs the CPC approximately $3 to deliver a packet in its network (depending on size and weight) because of the very low density of our country. Every time we receive a packet from a non-industrial country, we lose $2.19.
Because the CPC is not permitted to lose money, somebody has to pay the $2.19 per parcel it costs to deliver the inbound packets and parcels (guess who?).
You can look at this PowerPoint that explains in detail the complexity of terminal dues.
More bad news for any Canadian business is who is considered to be a non-industrial country. I am sure you got this one right: China, India, Brazil, and Russia are in the group. So you were wondering how it was possible to order an iPhone charger from China for 79 cents but it costs $10 to order it from Canada.
The effect of Amazon or Alibaba will be really bad for the Canadian economy, especially e-commerce. We are currently flooded by products from non-industrial countries. The CPC just built a new processing plant in Vancouver and it is already at overcapacity. They now have to rent industrial warehouse to process these products daily, and I believe it is just starting. The only effect it can have on the domestic rates is to increase them even more (bad news for any Canadian retailer that uses the mail) because the CPC has to be financially sustainable and can't print money.
I know that the UPU terminal rates are renegotiated every four years (2016 is one of them) and that they are planning to change to model as well as the grouping of countries. But I also know that these negotiations are very secretive and there is not a lot of information about this that is shared in the media.
I hope I helped you to understand the complexity of this issue, and I also hope you will continue to do business with the CPC because I hope I can keep my job for another couple of years.
I also agree that the CPC is probably a hard company to do business with and doesn't do much to keep their customers happy (neither to keep their employees happy).
Follow up comment (2017-11-17):
If you are curious and want to know more about the distortions caused by the UPU terminal rates you can read this report, The Economics of Terminal Rates, ordered by the United States Postal Service (USPS).
On page 34 and 35, it highlight some of the issues. For example the non-designated operators (FedEx, UPS, EMS, etc.) don't have to pay the terminal dues even if the CPC or USPS have to deliver the "last mile" for them.
China uses the terminal dues as an economical advantage to keep competition away; because China receive more compensation than it pays, it can keep its rates low and no private companies can compete with its rates.
From Anonymous Postal Worker and Customer (2016-09-05):
There are so many things wrong with Canada Post. This corporation is not a very honest one when you have lousy management, corrupt union and a CEO like Deepak Chopra running it into the ground. In addition, lately it seems like they are trying to cover up anything that can affect the reputation of the company. Ever since news broke out of mail thefts occurring within the Calgary Postal Plant. Here are some examples:
1) Canada Post Supervisor charged for mail theft
Source: CTV News
2) Filipino Postal Worker charged for mail theft
Source: Huffington Post
As an employee of over 10 years and customer who uses the service, it's very bad. I'm so disappointed to work for a company who hires these types of people. Here is my experience working here. As a Canadian citizen I'm very disappointed with the horrible treatment here in the Calgary Plant. I have been discriminated on a daily basis because I am not Filipino and do not understand their native language they use in the workplace. 60 percent of employees (Full-time, part-time & casuals) in the plant are foreign workers from Philippines. There is very strong lazy work ethic going on daily as most workers do is either chat or browse facebook on their mobile phones, as a result mail is being delayed. Management is no better, as most of them do not treat you like a human being rather more like an animal especially the PCR Manager and Tech Services Manager. They take their aggression on postal clerks by making our work lives as miserable as possible for their own benefit. Management does not care about company or anything else except for themselves and their bonuses. The Plant Director sits in his office watching TSN sports nearly everyday! The PCR Staffing officer is just as guilty because she brings and hires mostly Filipino workers. Once they're in, she secretly accepts gifts from them as bribes.
I used to ship packages to my friends in Japan only for them to call me up and told me that they received it damaged which really upset me a lot even though I placed numerous FRAGILE label stickers on the packages. Apparently the postal workers don't care. I found this out when the Filipino postal workers are simply tossing parcels and packages like they were basketballs! Even though the supervisors are around, they simply turned a blind eye for them. I wish I could video record all these wrong doings going on in the Calgary Plant but apparently it's illegal to do that according to company policy. Overall as a customer, I feel cheated from paying such expensive postage fees for low quality service.
That's all for my comments and rants. I apologize if it's very long but this is the truth that Canada Post Corporation will not disclose to the public and Canadians. I hope people will understand the dark truth of the Canadian Post Office.
From David Lay (2016-07-29):
So who is doing what about it? There does not appear to be any political incentive to make Canada Post more competitive internationally. Not much point in my bitching at my local MP if he can safely ignore me.
I found your site in a web search, along with the CTV article on the subject; Pricey parcels: Why does it cost so much to ship from Canada?. Canada post refused to be interviewed.
So how do we make this an issue?
In May 2016 the federal government announced that a review of Canada Post's operations. This is an excellent opportunity to tell the government how Canada Post is hurting your business. We strongly encourage all businesses to get involved with this review. Tell all your business friends and associates to submit their comments too.
From Mahnaz Golshekan (2016-05-07):
I had a package which was a little heavy for me to handle. So I stayed home for the time they deliver. The delivery date, a Monday, I received a delivery notice that they brought it on Monday and I was not home. I called post office (in Shoppers Drug Mart) during their working hours and the lady tell me my package is there (that was before the end of the day when they return the packages). I asked the lady why they did not deliver it to my door, she said they are not supposed to that. Can you believe it? Why do I pay for shipping if they are not delivering to my door. Then I called Canada Post and they said they have to do the first delivery after that leave the notice.
Now I am trying to track a package I mailed the other day and their website takes me to a very strange screen and then epost which I DO NOT need.
Thanks for having this.
From Myles Vaux (2016-03-19):
Who makes the decisions on raising prices for the light packets? Does Canada Post know what they are doing?? I sell very cheap items to the USA via eBay and Etsy and it is no longer affordable and am unable to compete with China etc. on shipping rates.
From Don Snell (2015-11-09):
Just wanted to say that your website is great. As an eBay user I have been dismayed at the high cost of shipping items sold on eBay. Comparatively high shipping rates by Canada Post is killing the chances of small business or individuals to compete. Maybe it is time for them to go or drop their prices.
From Paul Gill (2015-10-21):
This is major complaint. I'm have a disability. I wait for my cheque all month. When my mail carrier has not arrived with my cheque, it is past four and now the bank is closed and I have no food or money. This is unacceptable. I want the supervisor and manager disciplined or fired. They work their cushy jobs while we low income people suffer without our basic needs. This is from the city of Victoria. I live in Saanich. I am so fricken angry yet I know you will respond with a bullshit excuse I have contacted my MLA and govt offices.
From Martin Pagnan (2015-08-11):
How about 2 weeks to get an ordinary letter from Ottawa to Vancouver?
From Art Wong (2015-08-03):
Don't get me started. I agree with all the examples cited. I used to sell items on eBay. Mailing even the small items costs $9-10 quite often more than the item is worth.
From Mark Fowke (2015-06-12):
We are currently in a dispute with Canada Post over surcharges. The crux of the issue is their rounding of parcel sizing and weight, more commonly known as volumetric measurement. When they round the size of our parcels, it bumps it to the next pricing category and we get dinged with a surcharge for what I call 'air freight' since I'm paying to ship air. By not using actual measurement they get away with this illegal practice. And their Ombudsman Office is simply a shill of the Corporation...no help here at all. As you have pointed out, it would be simpler, and cheaper, to produce our product in the USA or elsewhere and ship it into Canada...avoiding the tax and usurious postal rates. We are exploring this possibility at this time.
From Stanley Green (2015-02-18):
We need to privatize this comedy called Canada Post. My suppliers in the UK, who dispatch orders for Canada the same day they are received are amazed at the length it takes for the parcels to arrive in Surrey, B.C. The employees in the Surrey sorting centre could not care less that my parcels are lost, arrive TWO MONTHS later, are vital for my existence.
From Elie Descoteaux (2014-07-15):
First, I would like to fully share my support and extend my gratitude for you to have put this website to show the real color of canada post disastrous management and price structure.
My name is Elie. I have an online business and feel the pain every day, and have come to the realization that Canada Post is creating a literal business sabotage in Canada.
I really like that you took time to order from overseas to show the difference on price structure.
If ever you want to exchange ideas, please feel free to contact me. I might not have the 40 year experience you have but I am very interested in logistics in Canada and the real cost we have to pay for it. I use USPS and Canada Post and can see first hand how much it is creating a wide gap in price equality in both countries.
Here are some points that I think would maybe help create influence:
- The interesting point is that 70% of the parcels delivered by Canada Post come from overseas; this is a huge trade deficit.
- These parcels that are not sent from Canadian businesses, this is revenue lost in Canada, and it is taxes lost in Canada, and all the related indirect jobs being lost and not created.
- We know on big delivery days Canada Post can deliver 1,000,000 parcels. If we take an average of 300,000 a day x 250 days = 75 million parcels. If 70% come from overseas, that is 52.5 million parcels. Let's say at 20$ in value, it would be over 1 billion $. This is very conservative calculating; the real number is more likely close to 3 billion.
- We are not trying to stop parcels from overseas. But what if we started the race on the same line? What if we started to export more? What is the real cost of high cost parcel mail? What is the revenue lost from a society stand point? All this does is cause businesses to close down or never open.
- Why does it cost more to send a peanut across the street than to receive a parcel from 15,000 kilometres away? - The mailing sorting machine upgrade at Canada Post will read delivery confirmation information from the equivalent of letter post of incoming international mail. But this will not be offered to Canadian businesses. It will accept international mail packages thicker than 2 cm, but not mail packages from us.
Unfortunately, there is not much lobbying for small business like us. If there is anything I can do to help, please let me know.
From Kelly Pickell (2014-05-06):
The fuel surcharge should be related to distance and how much fuel is used not price. I believe they could be breaking the law with this one.
I ship the same small package from BC to:
BC fuel surcharge $.62
Alberta fuel surcharge $.65
Saskatchewan fuel surcharge $.67
Ontario fuel surcharge $.72
Quebec fuel surcharge $.78
How can it cost only $.10 more in fuel to ship to Ontario than BC? Canada Post calculates the fuel surcharge at 11.50% of the cost, not the distance.
No matter how you slice it we are getting screwed.
From George Irwin (2014-05-06):
Finding your web site was very uplifting - thank you!
Having volunteered to work on a community association committee to deal with Canada Post's Community Mailbox Program I had proposed developing a website to capture the issues and facts that would allow an informed debate to take place. Your website is inspiring and I will be proposing to use it as a model. Our plan is to create a network of community association websites to allow the community associations to collectively work together to get answers from Canada Post.
From Brendan Heng (2013-12-23):
I recently wrote an article on my Dropshipping Blog.
I decided to do my part and spread some awareness around the issue. Like you said, I don't know why mainstream media hasn't picked up on this. It is no secret that Canada's E-Commerce is lagging compared to everyone else and this could very well be a reason. Let me know if have any feedback on the article as well.