OnTrac

This is the worst shipping company I've ever encountered. I ordered a couple of dresses through [redacted] and it had a commitment date of 7/8. It has been two days and I have not received my items and have not had any update of its whereabouts. [redacted] should use a more reliable service such as [redacted].

I personally wasn't having anything delivered to me but I had an encounter with one of their delivery drivers. Came into my housing area and turned right, the delivery van was on the wrong side of the road and I almost hit the van. I asked the driver what her issue was and told her she could have caused an accident and the driver began cussing and calling names. I asked for name and can number number when she sped off almost hitting the front of my car. Picture was taken of license plate and company called.

This shipping carrier completely failed to deliver my package. I received an email stating that my package was delivered during a time period when I was home. I tried to call OnTrac but was unable to reach a person live over the phone. It's been one week now and the package still hasn't been delivered. I have resolved the issue with the company that used this shipping carrier.

I read reviews for OnTrac on Yelp to see if other customers have had a similar experience. I was astounded by the stream of negative reviews, frequently reporting that packages are either never delivered or delivered several days late, despite OnTrac indicating that the package has been delivered. It goes without saying that it is unacceptable for a company to routinely lie about packages being delivered.

Additonally, their online package tracking system lacks any useful information and it's extremely frustrating that you cannot reach a customer service representative over the phone.

This appears to be a problem primarily in Washington state.

For the third time Ontrac delivered my package three days late after I paid for one-day shipping. When I try to track my packages it always says "on time" and "out for delivery" but then nothing arrives and the next day it goes "out for delivery again. Stick to [redacted] they are the best.

I guess I am adding to the other horrible reviews of this company.
I ordered from [redacted] and they use OnTrac for customers here in [redacted]. My package was supposed to be delivered on Jan. 30th, of course, here it is Feb. 4th and no delivery. According to OnTrac's tracking site it says its is a "wrong address". Since it is my husband's business address and he receives packages from [redacted] and [redacted] with no problem, we know it is definitely not a "wrong address". When I pointed this out to the OnTrac customer service "manager" she said the driver said the delivery address is a vacant building. Hmmmm....... So now my package shows as "Held in Warehouse". I asked if I could just come pickup my package they told me I had to call [redacted] and [redacted] had to call them and place the package on "hold for pickup". I called [redacted] customer service to ask them to do this and the rep said "I don't know why OnTrac keeps doing this - telling our customers they have to call us to get their packages"
So the OnTrac customer service rep and manager I talked to both lied to me about needing [redacted] to clear me getting my package. In addition, while OnTrac would give me the address for their warehouse, the customer service rep refused to give me a telephone number or the hours they are open. The manager finally gave me the hours, but not the phone number. So finally, 5 days after my package was supposed to be delivered, with help from [redacted], my husband may be able to pick it up for me. Just plain horrible service from this company.

Hello,

Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he has not been able to locate.  Mr. [redacted] did contact our offices directly and we...

sent the driver back to attempt to help locate the shipment, but unfortunately, when the driver returned to the address where the shipment was mistakenly delivered to, the shipment was no longer at the delivery location.  

We have addressed this with the local delivery facility to ensure that the issue is addressed with the driver and Driver Supervisor to ensure that this does not happen again. 

We have provided this information along with our apologies for the less than stellar experience with OnTrac directly to Mr. [redacted] via email as we have been unsuccessful at attempts to make direct contact via phone.  In addition, we have notified the shipper of the mis-delivered shipment so that a replacement or refund can be issued to Mr. [redacted] as quickly as possible.

Sincerely,

[redacted]

Customer Care Manager

Hello,Based on the complaint received by the customer, I have addressed Mr. [redacted]’ concerns with the local delivery facility.  Our records indicate that our driver had Mr. [redacted]’ shipment out for delivery on April 22, 2015, and scanned the shipment as Undeliverable with a comment...

that the location was vacant.  Through our internal technology, we were able to determine that the delivery driver was at the wrong address at the time the scan was applied to the shipment.  The shipment was delivered to Mr. [redacted] the following day. To address Mr. [redacted]’ concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery.  This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again. Additionally, I have confirmed with the shipper that they have reimbursed Mr. [redacted] for the cost of his shipment.I was able to discuss Mr. [redacted]’ concerns with him, advise him of the actions we have taken and apologize for his less than stellar experience with OnTrac.  I have emailed him with my direct contact information as well so that he can contact me directly for any additional assistance he may need, now or in the future.  Best Regards,[redacted]Customer Care Manager

I sent a follow up e-mail on 10/19/2016 to consumer advising that I would need the tracking number of the package so that I may further assist him. Customer has been provided my contact information as well.

In reviewing the system comments, I see that the complainant did in fact receive his shipment on 11/16 at 910am. His preferred outcome is a refund of the $220 for the cost of the shipment, but since it was rec'd I do not believe this is necessary? I will reach out via email to apologize for the...

delay in his receiving his shipment. 
Regards,
Deborah

I had the shipping company issue me a refund and they notified ontrac to return the package to them.

I sent the consumer an email requesting the tracking number to her package. I was unable to locate by a name search. The consumer was provided my contact information. ...

They called me and the only thing they said was: We are investigating... they've been investigating for one month and nothing happens.

ordered an item from [redacted] via [redacted] service. Ontrac reported to [redacted] that they delivered our item to our front porch on Friday at 11:15 am. I was home. Our security cameras clearly depict that no attempt, no drive by nothing..we live on a rural country loop with NO traffic. called ontrac on sat. said they would call back. no call. called amazon, connected to ontrac, sd would contact supervisor of delivery person, could not reach them. They deliver on saturday, still no package, clearly outside of amazon prime parameters and they are LYING saying they delivered it. Got a call today MONDAY saying it would be delivered on Tuedsay SIX days after ordered, FOUR full days out of prime parameters. ONTRAC is the worst delivery service there is. Tracking numbers are available

HORRIBLE!!! Avoid at all cost! These is via Amazon have stolen several items from me...how? They state item was delivered (I was home with security door open to hear when they would come) but it was NOT. I immediately called Ontrac who said oops no idea where the package is. So, I contacted Amazon who sent another one and again with this company with the exact same thing happening...said it was delivered when it was not and this time I was in the front yard working when I received the text that it was delivered. That was several months ago.

Now on this past Sunday a new order was to be delivered by 9pm and at 8:30 received the text that it would not be delivered as promised (Amazon Prime next day ) and would come sometime in the next 5 days. I contacted Ontrac who stated it was Amazons fault and to deal with them. So once again I contacted Amazon who sent out another item as the first one was "lost" and again using this same company. Now the 2nd one was to arrive last night by 9pm and guess what??? At 8:30 I got a text that it was delayed and would arrive someday in the next 5 days. I might add the original order was never received. And Ontrac won't answer their phone. I do not like this company. It seems anytime Amazon uses them they screw up, usually a late delivery. They can not be trusted. I have complained to Amazon but they continue using them even with all the negative reviews of which all seem to be from shopping at Amazon.

This OnTrac delivery service is the worse service I have ever experienced. I've never had a problem receiving a package. I leave detailed instructions and companies usually follow them. All I said was call when you get to the gate. Never received a phone call. Someone is home all day, so no one ever tried to contact me. I wrote an email asking where my package was and just received one back saying that it was returned to sender. Today, 2 weeks later, I still have no package. Worse company ever.

I had ordered a package through [redacted] and opted for the two day shipping. I know it's the holidays so I usually give an extra day for the delivery to come through. Per the tracking code, my package was shipped on 12/13/15 and was supposed to be delivered by the end of the day on 12/16/15. No delivery. Decided to give them the benefit of the doubt and Waited for the next day, still none. I checked my tracking code again and my package had been in transit (in the town I live in) for three full business days beyond the intended delivery date. Actually, there wasn't even an update for the days after that. I emailed the carrier several times and received only automated responses. I'm pretty sure they don't even have actual representatives manning their general inquiry inbox or hotline. The automated email basically said: "If it says it's in transit, it's probably out for delivery. If you haven't received it yet, there are other delivery commitments before yours". While I completely understand there may be other commitments before mine, how was my stuff in transit for at least 3 business days in the city I live in? I also tried giving them a call, but I waited for 2++ hours and didn't even get any assistance. I'm very certain they stole my package and I ended up asking for a refund from the company I ordered from. To all, avoid them at all costs.

Ontrac is extremely unreliable, racist, liars. Told me I was not at home for my delivery. I have been sick at home after back surgery so there is no way that could be. After that the sales rep blamed the no delivery on the driver "cause he's mexican"

They never attempted to deliver my package. I know for a fact.

And trying to put the blame on Mexicans and not horrible employees is just sad. Now they have no idea where my package is. They should be put out of business. All they have said is "We'll call if something comes up"

I don't understand how this company is still in business. This is the second time this has happened to me this month with OnTrac, I purchased a package (first from Amazon, 2nd from Honest Company) and never received it. Yet Ontrac claims to have delivered my package to my front door with a date, time and a location where package was left. When I call them to rectify the situation the say they are going to send the delivery driver back to my home to confirm where package was left. And the driver never returns. I am now in a position where I have to call the vendors and request either reimbursement or a another package, that again mat not arrive. It's incredibly frustrating and a huge waste of time for me. OnTrac is an awful company and something should be done to shut this company down.

Ontrac has been the carrier for my first two [redacted] orders since I've been stationed at [redacted] AFB. I have received neither of the orders. Their delivery tracking system is useless, as it claims packages are delivered hours away in Sacramento, and customer support is unhelpful and slow to respond. I am very upset I am forced to rely on Ontrac and have no other shipping choices from [redacted], but because of Ontrac's useless service [redacted] has probably lost my business. This is only due to Ontrac's incompetence.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]