OnTrac

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.

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.

My item was cancelled because Ontrac could not deliver to my PO BOX. The seller refused to contact ontrac to update to my physical address. I called ontrac and they told me the seller had to update the address. Ontrac said it would give 3 days to update if not the item would be returned for a refund. Well the item was cancelled the next day. Just poor customer service no one did anything to try to help the process. The seller from the beginning should have said they could not deliver to PO BOX. One & done I can't do business that way.

I contacted them regarding a package that said delivered on 10/4/24 that I never received. They opened an investigation. Long story short, they closed the investigation stating that the package had been delivered and even sent me a picture of it sitting outside at the door. Unfortunately for me, the item was sitting outside of a door but just not my door. I tried calling and even got through to a chat via text message that disconnected me. I hate that I don't have a choice in which company delivers my purchases as I would never want to use them again.

I recently had an incredibly frustrating experience with OnTrac, and I felt compelled to share it. As an Amazon Prime member, I expect my packages to arrive on time, especially when they are already in the same city. Unfortunately, OnTrac failed to deliver, both literally and figuratively.

First, let's talk about the tracking information. My package was marked as "out for delivery" for three days straight. How is that even possible? It's not like my address changed or my city suddenly expanded overnight. The package was in the same city, just a few miles away, yet it seemed like OnTrac was playing hide and seek with it.

Customer service was equally disappointing. After waiting on hold for what felt like an eternity, I was finally able to speak with a representative who was less than helpful. Their only advice was to "wait a bit longer" and assured me that "it happens sometimes." Really? This is your solution for a package that's already significantly delayed?.

I understand that delays can happen, but this level of inefficiency is unacceptable, especially for a company that's supposed to specialize in logistics. OnTrac needs to seriously reevaluate their operations and customer service. Until then, I'll be hoping Amazon reconsiders their partnership with them.

In short, if you're expecting timely and reliable delivery, don't count on OnTrac to get the job done. This experience has certainly made me wary of any future shipments involving them.

Horrible service
Drivers are always delayed then they don't know how to ring -an intercom. That becomes too complicated for them and then they decide to leave. No customer service and robots in help chat, same answers on everything. It is a JOKE worst service ever a bunch of $#*!s and idiots.

Marked the package "refused", but the delivery NEVER SHOWED UP. No customer service whatsoever. You will NOT be connected to a real representative. LITERALLY a SCAM.

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!

I honestly *never* leave reviews, but I'm hoping that by adding to the other thousands of one-star reviews here, this business will go underground - they certainly deserve it.

Awful customer service, terrible delivery options (or lack thereof), no communication. I could keep going, but frankly, I'm tired of wasting my time on OneTrac today. Somebody please replace this godawful company.

I wish I could have given 0 stars, after one week I still don't have my package nor an update. Stupidness. I reached out to their customer service and they were even worse.

I had a package delivered, this week, that had been cut open! And items missing. Plastic bag package, not torn; but clean slice. My neighbor checked her Ring camera, and no one else had been in our doorways after delivery. I contacted On Trac through text option AND email. Provided the picture; and they won't take responsibility. So they are just letting their drivers steal, and won't do anything about it. TRASH 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.

I have received 4-5 deliveries from OnTrac in the past month. This past year I called and was lucky enough to reach a real person and they took down my information requesting that packages are put at the back of our porch (6 steps up and 3 steps to the back). In the past month, including yesterday, our packages come in the middle of the night, are THROWN onto our porch or placed in front of our closed garage door (luckily we didn't drive over them). What in the world is wrong with this company? Who trains these individuals? I wish I knew when ordered delivery which companies use them. I would NOT order delivery again from them. This product delivered yesterday could have broken easily. Thankfully it didn't break.

OR ELSE YOU WILL BE LOSING AN EXCELLENT CUSTOMER! WAITING OVER 2 HOURS FOR MY PACKAGES! I WILL NOT LEAVE ANYTHING ON MY STOOP.OVER 2 HOURS AGO IT STATED THEY WERE IN MINEOLA NY...WE ARE IN ELMONT NY! ARE THEY COMING FROM CHINA? THE VERY WORST DELIVERY SERVICE...EVER! IMPOSSIBLE TO SPEAK TO ANYONE...THE VERY WORST! I SHOP MARSHALLS AND LOVE IT.BUT I WILL STOP BEING A GREAT CUSTOMER BECAUSE OF THESE IMBECILES!

Order is over a week later and the only contact is a chat bot; website updated each day saying it will be deliverer on the next day for a week, that stopped 3 days ago no more updates. The vendor said I can't cancel my order until Saturday which will be 10 days after the scheduled delivery date. Sorry can't update with picture of proof of purchase because I haven't received my order. I am upset that a company like Walmart allows people to sell on their website and use a shipper like this.

My package was sliced open half of my items removed then resealed with clear tape that was definitely not the tape used by the company I ordered from and there was some kind of scented oil spilled on my package.Temu's tape has Temu printed on it in orange you can clearly see that this is just clear tape with no writing! It's sickening to order things that you want/need and after waiting in anticipation for your items only to have them be stolen! I am pissed! Do better! Get the thieves out!

I ordered a small item to be delivered to my son for his first apartment. I checked the status of it on the website I had ordered it from only to find out it was being held for some reason. It was held in Reno for about 8 days despite my telling them repeatedly to deliver it to his address. They finally returned it to the sender. I only found out because again I checked the shipping status on the website I had ordered it from. They lack in communication. Extremely frustrating to say the least.

I've recently ordered a package from Adidas the package was supposed to be delivered to me at my apartment door, but instead my package was left in the lobby with a picture stating delivered, shortly later in the evening the package was then stolen. What's is crazy about the incident was that I was home the whole weekend during this time. They delivery work are lazy and there's no one from the company to speak with. This company should be out of business ASAP.

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.