OnTrac

Hello,I truly would like to be able to research this shipment issue, but am unable to do so with out a shipment tracking numberWhile the complainant did respond, he simply stated that he did not accept my responseI understand he is frustrated, but I am not able to do much without having a shipment to referenceIf he could provide me a tracking number, I can further investigate the issueIf he does not, I can only offer my apologies for the poor customer experience he receivedAnything you can do to help me help him by getting the shipment information would be greatly appreciated.Regards,Deborah

I sent the consumer an e-mail on 10/22/16, advising that I would need the tracking number that was provided to them, so that I may further assistMy contact information was provided to the consumer, regarding this matter

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

An e-mail response was sent to the consumer on 12/14/2016, advising that a tracking number would need to be provided in order to further assist themMy contact e-mail was provided to the consumer, asking them to please provide that information

Good day, My apologies for the lack of customer satisfaction and poor customer experienceTo further investigate this issue and try to find a resolution for all, I am in need of a shipment tracking numberIf the complainant can provide that, I am more than happy to see what I can do for them.Regards,Deborah

Although the company did send an apology and a phone number to call should any future problems arise, the company did not address the deceptive practices they engage the consumer in on their "tracking" page They also did not offer an explanation for why the shipment was "out for delivery" on five separate occasions, nor explain why they told the [redacted] representative that they would deliver the package the next day and did not The delivery was neither reliable nor timely

[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.] Revdex.com: 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] The total loss is :ORDER DATEOct 12, 2015ORDER TOTALUS $28.76See descriptionOrder All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actionsitem sold by home-galleryAll Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New( )Quantity: 2Add note ORDER DATEOct 12, 2015ORDER TOTALUS $28.76See descriptionOrder All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actionsitem sold by home-galleryAll Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New( )Quantity:

There was no explanation why my package was days late (paid for same day shipping)There was no explanation as to why their drivers consistently lie about delivering packages under their "tracking" infoThere was no remorse or shock that they provide such a terrible serviceThere was no offer to attempt to fix their business practicesThere was no acknowledgment that they consistently fail to fulfill the service they are paid to doThis company is committing fraud as I'm sure they get paid for "same day" delivery quite well, yet they never fulfill that service to the recipients

Good day, I have reviewed Ms [redacted] s comments, and unfortunately, have little to offer except an additional apology and request an opportunity to try to make this rightThe person who was responsible for processing complaints, and who responded that an email had been sent to Ms [redacted] , is no longer with OnTracI can only at this point ask that Ms [redacted] contact me directly so that I can try to get resolution for all involvedShe can reach me directly at ###-###-####, or via email at [redacted] @ontrac.comRegards,Deborah

I find that this business is not following delivery due dates for not just my shipment but for many of their customer's clientsI think UPS or FED EX can much better handle Deckers.com and Amazon DeliveriesHowever, I can only make suggestions to the vendors I'm purchasing product fromI cannot control that they are utilizing poorly run companies such as ONTRAC I still want to know why my product stayed minutes from my home at OnTrac's warehouse for nearly a week

Hello, Based on the complaint received by the customer, I have addressed Mr [redacted] concerns with the local delivery facility Our records indicate that the driver who scanned Mr [redacted] shipment as attempted on September 29th was at the wrong address at the time the shipment was scanned The shipment did go back out for delivery the following day and was delivered to the Lobby of Mr [redacted] complex on September 30, at 11:34AM I have contacted Mr [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment, explained to him what happened and assured him that we are addressing his concerns to ensure this type of delay does not happen again Additionally, I have updated specific instructions for Mr [redacted] address in our data base to request that if Mr [redacted] is not home, that shipments be left in the lobby, and that the driver calls the customer for access to the Lobby if it is inaccessible I have also provided Mr [redacted] with my contact information so that if there are any future issues or concerns he can contact me directly for assistanceBest Regards, Pamela P [redacted] Customer Care Manager

An e-mail was sent to the consumer on 12/19/16, advising that in order to assist them, they would need to provide the OnTrac tracking number. In addition, I provided the consumer my contact information as well. As a logistics company we operate using the OnTrac tracking number in order to reference... package.

Good morning, First I'd like to offer my apologies for the poor customer experience; I assure you that this is the service we strive to provideI have requested more information on your situation from our Billing Department, and will reach out to you directly via email once I receive itIn the meantime, feel free to reach out to me directly at [redacted] Regards, Deborah

Based on the information that was provided in the complaint filed, Ms [redacted] had a shipment delivered that she did not sign for and she did not receive Ms [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, the shipment was no longer at the delivery location Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completedAt this point, I can offer to compensate Ms [redacted] for the cost of the product I will contact Ms [redacted] directly to apologize and provide her with the actions we have taken to address his concerns Additionally,I will provide Ms [redacted] with my personal contact information so that if she has any future questions or concerns, or would like to file a claim, she can contact me directly for assistance

I sent the consumer an email requesting the tracking number to her packageI was unable to locate by a name searchThe consumer was provided my contact information

Good morning,Thank you so much for sharing your delivery issues with usI am having your situation researched and should have more information soon, and will reach out to you directly via your emailIt may be a day or so given this is a holiday weekFeel free to reach out to me directly at [redacted] .Regards,Deborah

I have reached out to the complainant to offer my apologies, as well as request that they get with me directly so that I can assist them in filing claims for their lost/damage goodsAdditionally, I have contacted the local delivery office and requested they remove the driver from making deliveries to this location going forward, and they contemplate removing him completelyI am awaiting a response from the complainant regarding filing a claimRegards,Deborah

Revdex.com: The package was received, but in excess of three weeks after being received locally by the transport company I consider this issue resolved but do feel the service and communication from OnTrac was severely lacking OnTrac representative gave me verbal guarantee that the package would be delivered on the day I made this complaint yet it was nearly a full week later that it finally arrived Regards, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11687371, 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]

[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.] Revdex.com: 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] **