OnTrac

As requested, I am including the tracking number from the most recent order:  [redacted].  This tracking number should be visible under the provided Order number:  905341623.  Unfortunately, there is only one other order available on vitacost.com under my account which came with minor damage to one product on the inside of the box (Order #[redacted], Tracking [redacted]).  That issue went unreported because I get tired of having something happen every time these packages are delivered.  My companion and I both have placed orders, but I am not sure what the order and tracking numbers may be.  Also, the running history of problems with the delivery of orders would date prior to 2015, so not all those orders would be available.  Our initial order prior to vitacost using OnTrac was the only order with which we have not had a problem as the USPS was used.

AFTER DAYS OF UNDELIVERED PACKAGES AND NUMEROUS CALLS TO THE 800 NUMBER I HAVE YET TO RECEIVE PACKAGES OR HELPFUL CUSTOMER SERVICE. MY PACKAGES ARE LOCKED IN A LOCAL WAREHOUSE WHICH I AM UNABLE TO ACCESS OR CONTACT ANYONE WHO CAN. I RUN A BUSINESS THAT RELIES ON PRODUCTS ORDERED BY CUSTOMERS TO BE DELIVERED AT A TIMELY MANNER, I NOW AM LOSING BUSINESS AND INCOME FOR MYSELF AS WELL AS MY EMPLOYEES. IN THE LAST 12 MONTHS I HAVE 21 PACKAGES THAT WERE EITHER UNDELIVERED AND RESENT THROUGH A DIFFERENT COMPANY OR DELIVERED MORE THAN 24 HOURS AFTER SCHEDULED DELIVERY. UNFORTUNATELY MY DISTRIBUTORS GET A VERY LOW PRICE FROM ONTRAC AND CONTINUE TO USE THEM AS THEIR "PREFERRED" SHIPPER. I WILL BE CLOSING MY ACCOUNT WITH THEM IF THEY DO NOT SWITCH. ONTRAC HAS NO ANSWERS AS TO WHY THE PACKAGES ARE NOT GETTING DELIVERED ON TIME AND NO INDICATION THAT THEY WILL TAKE CARE OF THE MATTER. MY "ONTRAC THAT GOT OFF TRAC" FOLDER WILL BE NO MORE

Based on the information that was provided in the complaint

filed by Ms. [redacted], a shipment was delivered that she was not able to

locate.  I have followed up with the local Manager of the delivery

facility that services the area where Ms. [redacted] resides to ensure that...

moving

forward, we request a delivery signature even if not requested to ensure

delivery is confirmed. I have communicated directly via email with Ms. [redacted] to

apologize and I have updated our data base with delivery instructions to ensure

that all future deliveries are obtaining a signature.  Additionally, I have shared the information

necessary for Ms. [redacted] to file a claim to recoup her losses. Finally, I have

provided Ms. [redacted] Customer Care Department contact information so that if she

has any future questions or concerns, she can contact us directly for

assistance.

Basically the worst delivery service yet. They are completely inept at delivering to apartment complexes, especially ones with gates. So they just say it is undeliverable. This has happened multiple times. It is pretty bad when a pizza delivery person can figure out how to use a call box but they can't. No other delivery service has an issue with gaining access either. If I can control how stuff is sent it will never be Ontrac.

On 12/15/16, I responded to the consumer in regards to his Revdex.com complaint. I provided an apology to the consumer and advised that his issue has been escalated within the proper channels at OnTrac. In addition my contact information was provided to the consumer. I am requesting from the OnTrac...

facility a detail readout regarding this matter so that I may further assist this consumer.

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

Hello,Based on the information that was provided in the complaint filed, Ms. [redacted] had a shipment ordered that was lost in transit and not delivered. ...

Ms. [redacted] did contact our offices directly and we conducted a thorough search for her shipment, but unfortunately, we have not been successful in locating the shipment and as a result, this has been declared a Lost Consignment.  
We have addressed this with the local delivery facility to ensure that the issue is addressed with the sort team at the local delivery facility to ensure that this does not happen again as we believe that this shipment may have been mis-sorted to another receiver in error and we have not been able to recover.  In addition, Ms. [redacted] did express that one of the Customer Care Representatives she spoke to was in need of additional training regarding details of the local delivery facility operations in the area where Ms. [redacted] resides.  This has also been addressed and corrective actions have been taken to ensure that this type of complaint does not happen again.
We have spoken to Ms. [redacted] directly during the additional requests for searches to ensure that she has been updated on the actions taken and to apologize for her less than stellar experience with OnTrac.  We have explained the various processes that were taken to attempt to locate her shipment.  In addition, I have confirmed with her that she has received a refund from the shipper as unfortunately, the items ordered were limited edition and could not be replaced.
I have provided Ms. [redacted] with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. 
Sincerely,
[redacted]
Customer Care Manager

Hello,  

0pt;">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

An e-mail was sent to the consumer on 08/01/016. The consumer had indicated that he wanted special delivery instructions for OnTrac drivers. The customers account, has been updated with these special instructions to reflect what the customer has requested. In addition, I have provided the customer my contact information.

Recently it appears that Amazon.com is now using OnTrac for shipping their orders. My last order was sent out 2nd day delivery. The day it was intended to arrive, the tracking information from this companies site said it went out for delivery at 7:30 AM. By 7:45 PM they had not arrived still, and according to the site it was to be delivered by END OF DAY / 8 PM. So I tried calling since it suggests their Customer Service Hotline is available until midnight. Customer Service phone: 800-334-5000, available Mon-Sat, 6am-12am PST. I waited on hold for over an hour and no one ever answered. In the morning, I tried calling again, again waiting over an hour and no one ever answered. I stopped by their listed office in my city, where they had a security officer in their parking lot who would not allow me to enter. I contacted Amazon who said they got ahold of their manager. They told me that the manager was looking into the situation and would give me a call back, that they were behind from so many shipments that they have which is why my delivery got delayed and that it would be delivered this day (the day following "first attempted" delivery) of which they still never delivered. Once again, tried calling them and no one answered still.

Upon researching the company, many other Amazon.com customers have been experiencing the exact same issue with this company OnTrac from their orders. Many report the company is providing false "delivery attempt" reports, saying things like "We attempted to make a delivery but could not get past the gate" and the customer stated in their comments their home does not have a gate nor do they live in a gated community. MANY others report their packages show up 3-5 days past the 2-day guaranteed delivery time frame. The fact that this company has no one answering customer calls disturbed me, let alone they have a security officer in their parking lot to keep customers out of their office.

Amazon.com is a BIG company and has a massively high volume of shipments they send out. If OnTrac does not have the infrastructure in place to the handle the volume at which Amazon.com deals in, OnTrac should not be in business with Amazon. The whole idea is that Amazon Prime members expect the 2-day guaranteed delivery and this company can't even come close to providing that. With my delivery, I don't think I will ever receive my package. I can't get a hold of the company and they have not been delivering. It is now five days past my order date and I still have yet to receive my order. Beware of this shipping company!

Regarding the complaint filed by Mr. [redacted], this shipment was delivered without a signature on August 5, 2013.  We were initially contacted by Mr. [redacted] on November 8, 2013, via phone call to our Customer Care Department complaining about the delivery being completed without a signature by the...

facility. On November 18, 2013, Mr. [redacted] contacted us again via email requesting a claim form.  Mr. [redacted] completed and submitted a claim form on November 18, 2013, which is 75 days after the delivery date of the shipment, and is for a loss in the amount of $366.70. Mr. [redacted] claims that the shipment was not in fact delivered to the delivery destination. He further claims that a signature was not captured at the time of delivery. I have been able to confirm via our internal technology that this shipment was in fact delivered to the receiver’s address at the time the delivery scan was completed. He is correct, however, that we failed to get a signature at the time of delivery.  To address this issue, the Customer Care Department filed a formal complaint with the delivery facility and this has been addressed with the driver to ensure that this does not happen again.  Mr. [redacted]’s claim was denied based on the timing of the claim being filed. Our terms and conditions clearly state that claims must be filed within 30 days. Mr. [redacted] has a shipping and claim history with OnTrac, and filed a claim in late 2012 for a little over $7000.00. This claim too was filed well beyond the 30 day time frame outlined in our terms and conditions. Mr. [redacted], at that time, claimed he was not aware of the 30 daytime frame in which to file a claim, so it ‘was not his problem’, and was adamant that we make him whole. As a show of good faith, and to maintain customer relations with Mr. [redacted], the decision was made to negotiate a settlement, even though we had the right to deny the claim based on the timing of the filing of the claim. These negotiations resulted in a onetime payment in the amount of $4000.00 being made to Mr. [redacted]. At that time, however, Mr. [redacted] was advised that all future requests for claims must be submitted within 30 days as per our Terms and Conditions, or they would not be considered for payment. In regards to the shipment referenced in this complaint,  the shipment was delivered on August 5, 2013.  Mr. [redacted] contacted me regarding this issue on November 18, 2013, at which time I provided him with a claim form which he emailed me on December 16, 2013, to advise that his claim was denied based on the time elapsed between the delivery of the shipment and when the claim was filed.  I responded to Mr. [redacted] on December 19, 2013 to advise him that unfortunately, I could not override the denial of the claim and provided him with a copy of the Terms and Conditions available on our website reminding him that all claims are required to be submitted within 30 days of the date of delivery. On January 10, 2014, Mr. [redacted] emailed me again to advise that he had filed a complaint with the Revdex.com to help resolve the issue.  Below is a copy of our Terms and Conditions, which was provided to Mr. [redacted] on December 19, 2013:Invoices and ClaimsShipping charges are due upon receipt of invoice. Should the shipper request that payment for the shipping charges be billed to either the recipient or to the third party, and payment is not received within 15 days of the original invoice date, the charges will revert to the shipper and the shipper will be liable for said charges. All claims regarding damages to, loss, or delay of any shipment must be submitted in writing to the company’s office within 30 calendar days of delivery of the shipment; otherwise the company reserves the right to refuse the claim. OnTrac is not obligated to act on any claim until all transportation charges are paid. When settling claims, OnTrac reserves the right to credit the shipper’s account for the settlement amount. Mr. [redacted] was advised on December 19, 2013, that there was nothing further I could do to assist with his request based on the Terms and Conditions outlined above.Sincerely,[redacted]Customer Care Manager

Good afternoon,
My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I agree, this performance is simply not acceptable, and as such, would like to file a driver complaint with the driver supervisor so that he can review the...

issues and concerns with the driver assigned to make deliveries in your area. I have copied in Matthew Gracey, Customer Care Manager. He can be reached via email at [redacted] Please do contact him directly for further assistance. He can file and work the driver complaint, as well as assist you in filing a claim for your goods.
Again, my apologies.
 
Regards,
Deborah S[redacted]

Every time that I have ordered items online and it was shipped by ontrac, they have been late. The usual time is two days late. I have attempted to contact their customer service numerous times with every package, and I get an automated response that the package is in transit. They have never called, or officially contacted me regarding The complaints I filed with them. Every email has been ignored. Every call has been ignored. This issue may be location specific. I live in Colorado along the front Range in a major city. This last package, it took this company 4 days to pick it up. That delay lid to the delay in delivery. There were no traffic or weather delays anywhere along the route specified. They may have better luck in other states, but do not use them in Colorado. It is not worth the headache, the time delay, and contacting them is useless. The Postal Service has a better track record then this company.

Worst experience ever. Ordered a part last Wednesday for Friday delivery, paid extra through Summit Racing. Friday no show. Tracking shows they attempted to deliver it, but no one was home? This is a business, we were all here. Security footage shows them never showing up. Monday redeliver scheduled, no show, same answer on tracking, attempt deliver no one home. I called the company, they admitted to never attempting to deliver it, said it would be here today. Well it is today, no show. They even said they didn't receive the item until Saturday, which doesn't make sense as to why they would "attempt to deliver" on Friday? I contacted Summit Racing and they said that Ontrac has been in possession of the part since Wednesday the day I ordered. This morning Tuesday, almost a week after my order was placed, the supervisor for Ontrac assured me it would be here today, part was on the truck. I just called at 6pm, that same supervisor said her son, who is the delivery driver was in school and wouldn't be able to deliver the part today. All kinds of BS has been fed to me from this company. I even offered to go pick the part up myself as I need this part to finish a customers vehicle. Ontrac told me I could not pick the part up in person, as their business is actually a home residence. Tomorrow will be 1 week since I ordered my part, and 5 days later than the "commitment date".

Recently I ordered an item and the company uses On Trac for shipping. I paid for expedited shipping of the item. The tracking status showed that the item went from Vancouver to Reno and the last tracking status shows it was being held in the Reno warehouse. The package can not be found. Customer service gives you inconsistent answers, is well versed at making you feel they are doing something and are quick to suggest that you file for a refund. The item ordered could not be replaced. On Trac shipping should be renamed Can't Keep Trac. I have never had an item lost in shipping before! Looking online there are many others who have had a similar experience.

This has to be the worst delivery service on record. I have been trying to receive an item from Amazon that was promised 2 day delivery 5 days ago. For the last 4 delivery dates, Ontrac has attempted delivery to the wrong address despite 3 emails to them giving specific directions from my house. I have asked Amazon not to use them for my account.

Good day,
 
While it was shared that the shipment was eventually delivered, there was clearly an issue and the best way to prevent it from reoccurring is to investigate it and find the cause. Clearly we had a failure of service, and an issue with the driver, and for that, I offer my apologies. That said, without the tracking number I am unable to properly research what transpired.  We certainly are not perfect, and while it is disturbing to learn of these types of issues, I welcome the opportunity to improve because of them. I would still like to receive the tracking number so we are able to do just that.
 
Regards,
Deborah

Horrendous company. Never delivers packages on time if at all. Customer service is awful and the hold time just to reach an agent is about a 20min average.

The delivery man literally throws our packages on our doorstep. I set up a doorbell cam and caught him. Worst customer service ever as well.

I ordered a telephone from [redacted] with next day delivery. I got an email from [redacted] with my tracking number attached via a link that took me to the OnTrac website. We quickly noticed that our package was out for shipping, on hold, out for shipping etc. We made three VERY long calls to OnTrac (plus two calls for which I waited more than 45mins on hold with no response) and were met with indifference and even contempt. We made three calls to [redacted] as well and just as we were about to cancel our order, my phone was delivered. Six days late! I know you can't always control who will be delivering the products we order online but I would never willingly use this company again and in fact will be asking to ensure this company is not used for my deliveries in the future.