Dragonfly Delivery (Intelcom) – My Experience and Why Canadians Should Be Cautious

This is not just a rant. It's a real story about how a courier company called Dragonfly (also known as Intelcom) failed to do something as simple as picking up a package when they promised they would. I'm writing this not only because I had a bad experience, but because I want people to be aware of how common this issue is. Thousands of Canadians have gone through the same nonsense, and it's time we shed some light on it.

When we order from big vendors like Amazon, we trust the delivery will be handled properly. The last thing we expect is drivers lying about attempted deliveries, customer service brushing us off, and a system built on excuses. Unfortunately, that's exactly what happened to me, and judging by the endless online complaints, I'm not alone.

What Happened To Me

I requested a return. Nothing complicated, just a return pickup like countless others do every day. I even got the email confirmation from Dragonfly telling me the driver would come today to pick up the package. That should have been the end of it. Simple. Except it wasn't.

The driver's name was Yuvraj. Did he show up? No. Did he call me? No. Did he even try? No. Instead, Dragonfly updated their system to show that the driver attempted delivery but couldn't complete it. That's complete BS. He didn't come near my door. He didn't ring. He didn't call. Nothing. Just a false update in the system to make it look like he did his job. And that's the part that really gets me. It's not just poor service, it's dishonesty!

The Call to Customer Service

Frustrated, I picked up the phone and called their official number: 1 (833) 622-1570. I got connected with a customer service rep named France. I explained the situation and told her point blank: "I need this package picked up today. Not tomorrow, not next week, today." Her response? "That's not possible. It has to be picked up tomorrow."

Now let me pause here. When a company promises pickup today and then tells you after the fact that it's "not possible," that's not customer service, it's an insult. I pressed further and asked to speak with a supervisor or manager. Her answer? "That's not possible right now. I'll have to put in a request and someone might call you back in 24 to 48 hours." Really? Forty-eight hours to even hear back from a manager about a driver who outright lied about making an attempt? Completely unacceptable.

Before ending the call, I told her clearly: "I'll be filing a complaint online and I'll be submitting it to multiple organizations." She didn't seem concerned. That tells me either they hear this all the time, or they simply don't care.

Why This Matters

You might be thinking, "It's just one missed pickup, what's the big deal?" But this isn't just about me. This is a widespread, well-documented problem with Dragonfly/Intelcom. A quick search online will pull up thousands of complaints from Canadians saying the exact same thing: drivers marking packages as "delivery attempted" when they didn't even bother trying. It's become a pattern, almost like it's baked into their business model.

And when companies like Amazon rely on Dragonfly, it affects millions of people. Amazon is a global leader. Their reputation is built on fast, reliable delivery. Yet when they subcontract deliveries to companies like Dragonfly, the customer experience falls apart. Amazon can promise all it wants, but if the last-mile delivery company drops the ball, the customer pays the price.

Stories from Other Customers

It's not just me. Go online and you'll find endless threads of people saying the same thing. Complaints about drivers who never ring the doorbell. Reports of packages marked as "could not deliver" even though the person was home all day. Cases of items left outside in unsafe places, or worse, never arriving at all. This isn't rare. It's routine.

When thousands of people across the country are experiencing the same lies and excuses, you know it's not just bad luck. It's a systemic problem.

The Bigger Problem with Accountability

Let's talk about accountability. What happens when a driver lies about an attempted delivery? Nothing. At least nothing the customer can see. The company hides behind customer service scripts and "policy." The reps are trained to delay, to deflect, to make it sound like there's nothing that can be done. "Please wait 24 to 48 hours." "We'll submit a request." "It's not possible today." Always excuses, never solutions.

And because most customers don't have the time or energy to fight, Dragonfly keeps doing it. Drivers keep marking fake attempts. Customers keep suffering. Companies like Amazon keep outsourcing to them because it's cheaper. And the cycle continues.

My Message to Consumers

Here's what I want every Canadian consumer to know. If your order or return is being handled by Dragonfly, be prepared for potential issues. Document everything. Take screenshots. Save emails. Record dates and times. Because if something goes wrong, you'll need proof. Don't let them tell you "the driver attempted delivery" when you know for a fact they didn't.

And don't stay silent. File complaints. Post reviews. Share your story on social media. The more voices out there, the harder it becomes for companies like this to sweep problems under the rug.

My Message to Amazon and Other Vendors

To Amazon, Walmart, Wayfair, and any other company using Dragonfly: your brand is being damaged by this partnership. Customers don't separate the courier from the retailer. If Dragonfly fails, Amazon fails. If Dragonfly lies, customers blame Amazon too. It's your responsibility to choose delivery partners who actually deliver. Don't let cost-cutting destroy customer trust.

Where I'm Taking This Complaint

I'm not stopping with just this blog post. I'll be submitting formal complaints to:

• Better Business Bureau (BBB)
• Ontario Ministry of Public and Business Service Delivery – Consumer Services
• Office of Consumer Affairs (Government of Canada)
• Online forums and review sites

People need to know. Companies need to feel the pressure. And Dragonfly needs to be held accountable for its business practices.

The Emotional Side of It

It's not just about a package. It's about trust. When a courier says they'll come today, you plan your day around it. You wait. You keep checking the door. And when they don't show up, it's frustrating. When they lie and say they tried, it's infuriating. And when customer service tells you there's nothing they can do, it feels hopeless. That's why I'm writing this. To turn that frustration into something productive. To warn others. To push for change.

A Known Issue That Needs Attention

What I experienced is not unique. It's a known issue. Thousands of Canadians have gone through the same thing. This company has built a reputation for failed deliveries, false attempts, and poor customer service. It's time that reputation caught up to them. Because as long as companies keep using Dragonfly, the cycle will continue. The only way to stop it is to raise awareness and hold them accountable.

Final Thoughts

Dragonfly (Intelcom) is failing Canadians. Drivers are lying about deliveries. Customer service is brushing people off. And big retailers are enabling it by continuing to use them. My experience with Yuvraj, France, and the complete disregard for customer satisfaction is just one example in a sea of thousands.

If you're reading this and you've had the same issue, speak up. Don't let them sweep it under the rug. Share your story. File your complaint. Because the more of us that do, the harder it becomes for companies like this to keep pretending everything's fine.