OnTrac

I was told this same thing when the first package came up missing and was also told someone would call me with information. They never did and I could never get ahold of anyone at customer service either. I don't believe they will investigate. I still would like to know where the first package went seeing how the second one was delivered to a neighbor not even anywhere near my unit. Thankfully he was honest and brought it to me.

Hello,   As with any other shipping company, our system functions off of tracking numbers. I have reached out to the complainant, and requested any additional information, such as the tracking number(s),  names of employees, etc., but have yet to hear back. Unfortunately until I do, I am...

unable to even find the shipment in our system, let alone further investigate the issue, and seek resolution for the customer. I assure you that this is absolutely not our normal customer experience, so I really would like to dig into the details and find out exactly what has transpired and why, but until I hear back, I am unable to do so.   Best regards,   [redacted] Customer Care Manager

I have reached out to the complainant to offer my apologies, and asked that they contact me directly so that I can assist them in filing a claim. I am awaiting their response.
 
Regards,
Deborah

I provided the customer my contact information advising that they can contact me directly regarding the situation.

I have sent an e-mail to the consumer requesting that the tracking number provided to me.

Absolutely the worst deliver company ever. They say they delivered an Amazon Prime package to our house, but we were at our home all day and the outside video shows they never came to our house. Had to call their HORRIBLE "customer service"three times, wait on hold for 20 minutes and each time they said we will get back with you in 10 minutes. They never called me back, ever. Four days after the package was guaranteed for delivery by Amazon Prime, I got an email that said "our driver came back and check everywhere, but could not find your package. So Sorry. Contact your vendor". Well he never found it BECAUSE he never delivered it to begin with and our outside video show again that their driver never came back to look for it. This company lies and I believe their drivers either take or destroy packages. I have asked Amazon to NEVER EVER deliver package to me via this company or I will no longer purchase from them. I will pay exact never to have they come to my house.

I made a purchase on sephora and used the new "ontrac" delivery services and that was a huge mistake. I place my order on dec. 5 2014 and it was suppose to arrive on dec. 9 2014. I called because it was getting late (7:00pm) for a delivery. I made several attempts to call and get a answer and I actually got hung up on more than once!!!!! After literally an hour of trying to get someone to talk to, I finally got some answer. They don't deliver after 5:00pm and they don't know exactly where it's at!!!!! It's not in Boise Idaho and the next destination isn't known?!!!! What! So I'm waiting still for my delivery. Will never use "ontrac" again. I will be letting sephora know about their new delivery services and the disrespect they give to customers.

package says delivered, NO PACKAGE. what a scam of a business.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. [redacted] and I are working through a resolution.  She is waiting for my repair estimates.  Upon receipt, I will forward to [redacted] and will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I spoke with the consumer via the telephone and expressed my apologizes for his experience he has had with OnTrac. The consumer was content with having my information for any future contact.

After review of the shipment history, our system reflects that multiple attempts were made, separate door tags being left each time, but an actual delivery was not ever made, and then a return to sender request was approved by the shipper. The complainant called in to stop the return to sender,...

but the shipment has already been processed out of the facility. I will reach out to the complainant and offer my apologies, but unsure of how or what else I can do, so I will ask that as well. Regards,
Deborah

Good day,
 
I have reached out via email directly to the complainant requesting the best number/time to call so that I may gather more information regarding the situation and assist in getting this resolved. Specifically, I am looking for more details regarding...

the incident, who he has spoken to, who was not responsive, and what, if anything, has been done up to this point.I await his response.  
Regards,
Deborah

Again....this company has lost my package. Look at all the complaints they have online!!! [redacted] THEM ALL! IM NOT THE ONLY ONE! THIS ONTRAC COMPANY...

DOES NOT CARE ABOUT THEIR CUSTOMERS OR THE PACKAGES THAT WERE SUPPOSED TO BE DELIVERED CORRECTLY OR NOT! UNACCEPTABLE, KEEPING THIS TICKET OPEN UNTIL THIS COMPANY FINDS THE PACKAGE AND STARTS DOING THEIR JOB CORRECTLY! I emailed you a couple links before re: all the complaints. I WILL NOT ACCEPT THIS KIND OF A BLAISE' ANSWER. THEY COULD CARE LESS, SO WHAT ARE THEY GOING TO DO ABOUT IT? DO THEY REALLY WANT TO GET SHUT DOWN? DO THEY NOT CARE ABOUT OTHER PEOPLE AND THAT PERHAPS WE RELY ON THEM FOR KEEPING THEIR WORD AND PROMISES FOR CORRECT DELIVERIES? KEEP IT ALL OPEN. I DONT CARE WHAT IT TAKES....[redacted]

An e-mail was sent to the consumer advising that I would like to speak with her. I would like to explain to her how she would need to proceed. My contact information was provided to the consumer.

They said they delivered a package on Nov. 4. Never received it. I was suppose to receive this package between Nov. 3-7. My first contact with them they said they were having trouble delivering it. No reason what the problem was. Then they told me it was delivered Nov 4th. Then they told me, yesterday, Nov. 10 they would deliver my package by 7 pm. No package ever arrived. Then they said the driver couldn't find it. Now they say that I will have to go through my credit card company and ask for a charge back, as they say it was delivered. After reviewing hundreds of complaints about this company, I believe it needs to be investigated as to where all of this "undelivered" merchandise is ending up.

Waiting for package that was supposed to be delivered a week ago. I have tracking information and have been able to watch the activity of my package where it went from Seattle to Grants Pass (where it is supposed to be delivered), to Medford, to Vancouver, back to Medford where it looks like it is just sitting. Emailed OnTrac customer service and called the number listed asking about status of my package sitting in Medford and this person really didn't have a clue. I did get an email back saying my issue has been submitted. Still no answer or package. How can a business with so many delivery issues have so many stars??? I would never choose this freight company, actually I had never heard of this company until this week.

I received an email stating that a delivery was coming today so I stayed home awaiting it to show up. Late in the day I went on their website to check the status and it said "delivered at 11:27 AM" My front porch is secure and nothing was left. After researching the company there seems to be a lot of similar reports. I am therefore reporting my experience as I think the drivers are not actually delivering merchandise. Feel free to contact me if you need anything further.

This is the third time in a row this has happened. This particular time, it is worse than ever. I ordered a product via amazon and paid for same day delivery. OnTrac is used for this. The package was to arrive by 9pm Thursday the 14th of April 2016. The tracking said at 8:28pm Thursday the 14th, the package was delivered:Left at front door. It is now 10:27am Sunday the 17th of April. No package yet. I called them on the 16th. They said the carrier must have scanned the package before it was delivered. I believe they are instructed to do so. This method makes it look like they are reputable service. They are not. Same day delivery and it is now Sunday for a Thursday delivery. They are falsifying records to make themselves look good. No offer of a credit or refund on the shipping was offered. they made it sound like it was my fault they have not delivered the 2 pound package. this is the third time this has happened. I can understand a late arrival, but to regularly document it has been delivered, when it has not, is fraud to me.

It's a courier service. They deliver parcels/packages, big or small. The amount of contact and customer service they have is limited. You either deliver packages (don't even knock just set on door step and run), or answer a phone handling calls. Most times the company OnTrac would leave a solid $500 box worth of goods on my step no knock. Sad to say but once I place an order and see it is them I get upset and worried about what difficulties I will have this time.

Absolute fail to order stuff on Dec 27th, but when I caught wind deliver is on Dec 31st, I was more than thrilled. Realizing it is OnTrac I placed a phone call to see where the driver is and if the delivery will be done. Was informed they had no info but it is out for delivery. I tried back when it started getting closer to the end of the business day, they said they would page the driver to continue the deliver. The time passed even though they said sometimes can deliver up to 9pm with [redacted] packages. Well my third phone call didn't go nicely. I was explaining situation to the representative that I reviewed the website and business is closed on Saturday-, she cut me off taking a stern almost snappy yelling voice, and in a job where tonality and customer service mean everything this is where I lost it, she cut me off with, "CALL BACK SATURDAY MORNING AND YOULL GET YOUR PACKAGE" and that was it. Nothing else besides telling me to call back when the business was closed. Of course this was only a matter of a few days ago... I am still waiting for my package that she promised to me. Filed complaint through [redacted] as well.

With the last three months ontrac has lost my package three times. The company left the package without notification and left the package in clear view to the street where people could just take them. We complain over the phone but they seem to push for a "contact the seller" approach rather than doing anything helpful.