OnTracReviews 1,481

Adding to the list of bad reviews. I didn't choose the delivery company. Columbia Sportwear did. A truck was supposedly "geolocated" in my area which apparently "proves" a package was delivered. They don't care that no delivery is on my camera, that I was home, my dog did not bark, my granddaughters did not freak out when my motion detector should have gone off, and that my son-in-law did not see a package on the porch when he came in within an hour after the delivery. AND the Columbia delivery page shows it was delivered at 5pm, then at 9pm claims there was a problem, then claims it was delivered at 10 AGAIN. Both companies have done multiple levels of investigations, over weeks, which end with emails saying the case is closed. Phone calls start nicely but end with - nothing can be done. I have filed fraud with the police and my bank.

They don't even deserve 1 star, but zero wasn't an option. My latest experience with OnTrac was yesterday, 12/11/2024. My delivery was placed next to the road, below my mailbox. I discovered the box at 11 pm. The box obviously didn't fit in my mailbox, so my question is WHY didn't the driver simply go up the driveway and place the box at the door to my house?

My other experience with OnTrac happened about 3 weeks ago. I received notices from OnTrac that they needed the gate code to make my delivery. I responded to their multiple notifications that they needed to double check the delivery address since my property does NOT require a gate code for entry. My package was a perishable item shipped in dry ice. The package was never received, so I guess they threw it away when it started to stink.

My recommendation is to use a different carrier. OnTrac is NOT worth the shipping cost savings.

Ontrac was supposed to deliver my package in October it's now December but never received it wtf wtf the only reason they give is that it's undeliverable? What does that even mean?

I ordered some items from Columbia and they were shipped via Ontrac. It was the week before Thanksgiving, so I should have known my office was going to be closed around the holiday and shipped to my home. But I also thought people would know how Thanksgiving works and how businesses are usually closed Thursday to Sunday. I watched the package through their tracking and could see it was getting close, so I contacted both Columbia customer service and Ontrac to let them know I could pick it up, they could send it to my house, or hold it over the long holiday weekend and deliver it the Monday after Thanksgiving. Friday came and I saw it was out for delivery. I contacted both Columbia and Ontrac again giving them my cell number and letting them know again about the three options. Same thing Saturday, same thing Sunday. Sunday was their third attempt to deliver so strike 3, I am out. Package was returned to sender. Order canceled. Several items are now sold out. I thought I lived in the age of communications. If you are able to implement a tracking system, why wouldn't you be able to communicate with others in the chain as well? Just horrible. Now the replacement shipment is late. Oh boy...

My shipment by OnTrac was expected to arrive 12/2/24. Got to the local facility 11/28, supposedly went "Out for delivery" 3 separate times, once even claiming falsely to have delivered my package WITH A FAKE SIGNATURE when they 100% did not, and it was back "In Transit" the next day. When contacted, OnTrac opened an "investigation" and concluded that my package had been lost, and told me to contact the seller. THE SELLER WON'T REFUND ME THE OVER $200 I SPENT FOR NOTHING BECAUSE THEIR DRIVER MARKED MY PACKAGE AS DELIVERED. 99% certain they stole it, it was 11 pounds. Reinforced by the fact that it still shows as "In transit" in OnTrac's system, they have admitted to losing it, but they never bothered to change the status from "Delivered" in the retailer's website. Disgusting company that refuses to take responsibility for its wrongdoings, instead forcing their customers to pay for hundreds of dollars worth of product including christmas gifts that's most likely sitting in a delivery driver's garage.

Terrible communication resulting in failed deliveries (or possibly just lies to cover for delays). Despite apparently knowing that their drivers will not deliver packages to the addresses they are shipped to without "additional instructions," they do not ask for those instructions until after a delivery has been "attempted." (I put that in quotes because I was literally home all day, waiting for said delivery, and yet...) Then they'll text you that a delivery was "attempted," although even if you're out your door within a minute of the text, there's no sign of a vehicle—even if you were home all day, waiting for the package. Did they come at all, or is "attempted delivery failed" just a way to cover? Impossible to say for sure, but given that their excuse for the failed delivery was that an "access code" was required for a plain wooden door with a plain metal-key lock, on a building that very obviously has no place to enter an "access code" anywhere if you are actually there to look at it, the latter seems more likely.

The core problem seemingly stems from the fact that they consider themselves a "front door delivery service," which apparently means that if they can't walk straight in through your unlocked front door to put the item inside your building, they can't deliver your package. The need for "front door delivery" (that excludes actual front doors) sure does make for a good excuse for why their deliveries all take longer than initially estimated, if they always have to add 1-2 business days "re-processing time" in order to re-attemp the failed delivery.This surely isn't their fault for failing to provide any opportunity for giving (or needing) said instructions in advance...

And no, customer service cannot contact the driver arrange for an immediate re-delivery, even if you're at home and have been all day even when the first "attempt" failed, nor do they allow you to drive to their processing center to pick your item up themselves ("not anymore" they said; is that because they had SO many "failed" deliveries that they got overwhelmed with too many people picking their packages up themselves? Could be!). In fact, they can't even guarantee that the driver will follow the "please please just leave the package at the door like every other delivery company on the planet always has for the past fifteen-plus years I've lived here" instructions when they finally get around to re-attempting the delivery!

So good luck! Here's hoping no other companies I ever purchase anything from use them for their deliveries. I certainly won't be buying from the one I bought this item from again, now that I know who they use for shipping—and how often they DON'T deliver!

If I could give this company no stars it would be better. They have the worst and laziest delivery drivers. They left my packages at the end of my driveway (which is not visible from my house). They were stolen obviously. But the real kicker is the driver stated he delivered them to front door. Of course management did nothing. I did not realize Victoria secret used them and of course now I am fighting them again about another package that was stated to be delivered to front door but wasn't. My husband and I were both home ALL DAY and have cameras around our house and no one came down our driveway. Went to end of driveway to see if package was there... NOTHING. Customer service is a joke! Do not use this company

OnTrac delivered my package to another house as the "proof of delivery" proved. When I contacted their out of country costumer support, they said they were sorry and take it up with the seller. Absolutely awful service.

(this is my review from trustpilot)
This company is run by the most incompetent people i've had the displeasure of dealing with.
1. They have no phone support, you will spend days talking to a virtual agent who does nothing to help other than gaslight you.
2. The "specialist" support staff calls you to assure you, but its nothing but more gaslighting, but just in person.

They've failed to delivered 3 packages now to my address. And there is no way to talk to contact anyone directly. The online sellers use this service and as a customer i'm just a third party to onTrac, so i assume they don't GAF. So i'm here trying to raise public awareness and add to the million reviews already highlighting what a dumpster fire of a company it is.
Shame on you ontrac, and I feel sorry for everyone who happens to come in your way (both the sellers and their customers).

My package which shipped out of Tennessee, was send to California. I live in Wisconsin. Then OnTrac messaged me saying there was a problem with the address and they needed an updated address or delivery instructions. All of my shipping information is correct, but I reverified it for them. Their customer service is a joke, its just a chat bot. They only way to get a human there is to call the Customer Service of the retailer you ordered through, and they can get an actual OnTrac representative, who with my experience is still less than helpful. If your package gets shipped by OnTrac, you might as well just file for a refund.

This driver had the nerve to urinate on the side of my trash dumpster then had the audacity to deliver my package to my door with the same hands he just touched his private part with. So disgusting and I will be reaching out to corporate.

3 TEMU PACKAGES in the past were stolen by Ontrac delivery people! So, I stop buying from TEMU, that was over a year ago, 2023. Then, start buying from TEMU this month, guess what, never learned my lesson. TEMU, shipped via ONtrac, your guessed good as mine. No Package, No Delivery, even do it stated out for delivery this morning. It's now 8:00 pm, and still No Package. It's so frustrating! I don't understand why Ontrac got away with this, should Business Bureau investigates their questionable business practice. Ontrac should be Closed.

The absolute worst delivery service company EVER.! They have now lost 3 packages with zero explanation except the packages just disappeared. I guess Houdini was brought back and performed his magic. Customer Support is useless. Poor pictures taken of package showing no background of delivery address and of course no package ever made the destination. When I reach out I receive several different excuses when the PACKAGE WAS NOT DELIVERED AND NO VALID PROOF GIVEN. JUST A PICTURE OF THE SHIPPING LABEL ON THE PACKAGE. That is not proof of anything. The destination is a business with large very visible signs and delivery instructions were given for the driver. Waste of time to do that they don't follow the instructions at all. Thank you for being a complete useless delivery service that loses packages and does nothing to try and find them.

I have had two horrible experiences with OnTrac. The first one was about 3 months ago. I ordered from Temu and received a notice that my package was delivered. I go to the door and nothing. Pulled up the image and it was the correct door number, but the wrong sub-division. The picture had an orange door and my door was green. I visited the subdivision next to mine and left a message on their Ring Doorbell camera. That person ended up taking it to the office of my subdivision. Sooooo, flash forward to a week ago. I ordered boots from Shoe Dazzle. I work from home and got the pop up that my boots were delivered. I'm now living in a totally different subdivision as I moved in with my bf. Once again, I go to the door and nothing. I checked the image and it's my subdivision, but not my door. The person didn't even take a picture of the numbers on the door. My numbers are clearly shown as 3302. The picture where the package was dropped is taken off to the side. You can clearly see that the doors are different as the knobs are on the other side. I'm so sick of them. Even when you reach out with proof, all they say is that it has been delivered. I've gotten so frustrated. I called Shoe Dazzle and gave them the proof and was told that they would do a one time resend. Clearly this is not my fault and I specially asked that they NOT use Ontrac. However, I get an e-mail today to track my order and it's with Ontrac. I'm so mad at this point. I keep looking out of the window where my desk is to see if I see anyone wearing my boots. How horrible that someone would keep something that another person paid for. I bought them especially for an event and had to go find something else which was frustrating. With all of these bad reviews, why are companies still using them? Now I have to call Shoe Dazzle on my break and pull up the chat where I specially said do not ship using this method because I have no confidence that they are not stealing or just incompetent.

Every bad review is real. Please do not use this company. They will steal. I ordered 4 packages. They stole one. Their customer service is a joke. My tracking update says delivered. And no one came to my house. Please avoid this company at all costs. If you received your package it's a blessing. This company will steal your package and mark it as delivered

After a one week delay and two unanswered inquiries with the company, my package is being returned to sender despite no one even being on my porch the day of the attempted delivery. Very disappointed with this service.

My package is showing as delivered but I never received it. I opened a ticket about it, and they asked me for two days to investigate and I just received a reply saying that my package was delivered but I didn't receive any proof, photo, call, etc. Now they are asking me to contact the seller to tell them what happened. What I'm going to say? Send another package? This is the worst delivery company.

My review are not good because they are late delivering my PKG plus they don't tell me where my PKG is and they ignore my messages, emails. If u read this review "DON'T EVER PICK ONTRAC DELIVER YOUR PKGS". UPS USPS, FEDEX ARE MUCH BETTER DELIVERING YOUR PKGS.