OnTrac

The sender assured me that the package got to them and when contacting them they said they didn't have it, so flat out lied. And now it is over 3 weeks late. Such crap you get paid to do a job and you can't do it. With all the issues you should be shut down and stop waisting people's time.

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.

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

Was provided a package for delivery...lost the package. Refused to respond to inquires, waited for the "chat" option only for the associate to disconnect the call after 4minutes. Filed a report with the BBB and 2 days later Ontrac marked my package as "delivered". It was not. They refuse to provide a time of the delivery so I can verify with my ring camera and now they are back to ignoring requests. They have no desire to assist the customer, take no responsibility and basically are stealing packages under the disguise as a "courier". I will continue to stay on this company until they are investigated or out of business. If you see a company that uses them, reach out to the company - inform them. Let them re-evaluate their business relationship with this courier. They steal, or they lose OVER 60% of their packages...do you still trust them? They don't care about you/us...that is apparent.

Pics for proof of my story are included.

My package was marked as "undelivered" around 4pm despite my leaving a note w/instructions. I texted OnTrac & they replied immediately. Not only that, they said they would add my instructions to the drivers info upon re-delivery.

About 2 hours later I received a text my package was delivered to my neighbor, as I requested! I spoke to my neighbor to confirm it arrived.

I may be an anomaly but this was incredible customer service!

Well there must be a disturbance in the universe cause ontrac actually got it right and made a delivery ahead of schedule and get this at my front door and not the driveway. I had to make a positive post and hopefully they will continue getting it right!

Despite all the negative reviews, it did convince me they were not a trustworthy company. So as I was messaging a representative about informing me if my delivery would arrive today because the day after would be really bad. I wouldn't have been there and it could've got stolen. I then saw the truck and said to the lady, "oh wait it's here what a coincidence!". So in the end I got my new xbox from gamestop with no issues, I will consider myself lucky.

This is the worst company I have ever worked with, if I would of know the place I purchased from was going to use ontrac I wouldn't of even bought the stuff at all. They suck with giving you updates on your orders and never update it or give you any helpful information, try to reach out and get some more help or a resolution and they respond with the same exact email over and over again no matter what you are saying. I've been getting the run around with them and cannot figure out where my packages are for the life of me and they don't care at all and won't help. I've never ever heard of ontrac until now they should really be shut down or never be used again so $#*!ing awful I've never had such a worse experience before in my life with a company, awful company.

Here is an update:
I think they listened; they take a photo delivering a package and send a notice immediately. Two packages were received successfully (it was sender's choice, though) since I missed the first package and I am moving my rating to neutral.
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I 've never missed any single package delivered to my house from UPS, USPS, FEDEX and Amazon in the past until one of my package was sent via OnTrac (which I've never heard before). I have a security camera but it never shows anything on the day/time the packaged was claimed to be delivered. I also inspected everywhere around my house. They don't take a picture upon delivery and just replied back to me that it was deliverd. If I have a choice, I would never/ever user OnTrac for sending anything. You will be in trouble!

When I pulled up Ontrac reviews, I could not believe the poor ratings. Having a package delivered that was not mines and to have it resting on my poarch for three weeks, and after speaking to four different customer service people I got no results it was infuriating. So I continue to receive no help in getting this package to the right person. Finally my last resort was to call one more time speaking with a customer service rep Edwin Ortiz who patiently took the time to follow up to find the error that had to be corrected. I want to thank him so much for helping me to get that package to the righfful owers. He surely deserves some credit in all of this and thank you Perry for making it happen today.

It came 2 days late and arrived at 9:00 pm but other than that it was really good. Dont be worried after seeing these reviews it's honestly not that bad.

Cool company, Fast pace, Ordered my package, it is taking a bit but it should be here soon, I hope. Still waiting but hopefully in the next day or two!

WORST DELIVERY SERVICE EVER! WHY DOES HOME DEPOT USE THIS COMPANY? SHOP VAC WAS LEFT IN FRONT OF MY GARAGE DOOR AND VISIBLE FROM THE STREET WHERE ANYONE CAN SEE. WHY NOT JUST PUT A SIGN ON IT THAT SAYS "STEAL ME"!

These people do not help at all, makes me feel like it is a robot. I asked them to update the door code so the driver could place items in the home since this was a renovation but Brenda the chat rep stated and i quote "I understand this is frustrating. Since the address was incorrect, why would the driver try again?" That is not how you speak to someone, also i never mentioned a wrong address so now i am wondering what it was changed to. You are not talking to these people so you could have not misheard me, you are clearly not paying attention which makes me think they are mixing up orders.

(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).

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.

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.