OnTrac
reviews and complaints

My package got into town on Dec. 2nd and has not been delivered to me. I have called numerous times and they keep telling me they are going to reach out to facility to get an update and will let me know. It is now Dec. 13th and no update yet again. The only helpful person I have spoken to was this morning...and unfortunately her advice still did not suffice my issue because I still have no package. At this point I am ready to give up. I want my package ASAP. I NEED an update!

THEIR DRIVER PULLED A GUN ON ME. The package I received was leaking and I wanted to inspect it, but before I could the driver took it upon himself to call all the shots. He marked the package as damaged and took the package back with him without my consent. By the end of the argument the driver took his GUN out from his pocket and threatened to SHOOT me. I called the cops and called their customer service to tell them what just happened. I had more packages coming my way (this was 1 order with multiple packages scheduled for different delivery days). This same driver scanned my packages, recognized my address, and just left them in the warehouse for over a week, and his supervisor blindly marked my packages as "delivered." I called customer service again to tell them that I did not receive my packages and they were miraculously delivered by the supervisor the same day. I told the supervisor that his driver threatened my life and all what the supervisor could say was his driver told him a different story. This supervisor was nonchalant about the whole situation because they would rather have a trigger-happy driver on their hands then be short a driver. The sickest part about all of this is I had another package delivered by this driver only days later even after all the complaints and phone calls I made. This company sent a driver back who threatened to shoot me. Customer service claimed that there was an open investigation into this driver, but when the supervisor came to deliver the packages he never asked to see the camera footage- there is ZERO accountability.

Literally the worst company I have ever dealt with. I have had 4 packages shipped through them this holiday season and all 4 have gone missing. I have one that sat in their warehouse for 10 days and they didn't consider it missing until I finally got through on their support line. Not only did the customer service person HANG UP on me but didn't even apologize for it missing. Then they get an additional 8 business days to "find" the package (which they wont) before I can get refunded from the vendor. So there goes my Christmas present that I ordered in November... Thanks for nothing. You pay for shipping and handling but get neither with this company.

Again, On-Trac are completely off track! We are in a rural area and the OT drivers repeatedly delivers (Throws?) the box totally exposed roadside at our locked rural mailbox. Have reported driver in past to local depot manager who says they will rectify, but it never happens... guess in future we will make sure that vendors do not use On Trac, otherwise we will cancel order.

On-Trac have such a bad rep already, they just don't care!...

I have 3 packages over the last 2 weeks go missing in the facility and the truck they were put on for delivery.
1 package was found-Chewy-Waiting for pickup at the Tucson Facility
1 package-Restaurant Supply (2 large trashcans) are "lost" in the facility-I was told that the vendor was notified to issue a refund or send a replacement item
1 package-Ulta has been on a truck since 12/4-I am being told by Customer service that they can't reach the driver but are still waiting on are reply from the Tucson Facility for an answer. That has been their response for the last 5 days.
So I hope who ever has my packages enjoys what I can't.
I am so frustrated that EVERY package that has been shipped by this company has the same outcome. I have to start calling as soon as the package shows out for delivery and isn't. Then they have to contact the driver who may or may not respond.

They have delayed my package so many days now. They are under staffed and cant fulfill the delivery dates they commit to. This company needs to seriously get in trouble they are a horrible company. I dont recommend this company to anyone and i still have yet to receive my package. I requested to pick it up and they still cant locate my package so i can pixk it up. Its some b s. Dont use this company ever stay away from it.

I ordered from Macys.com, in which OnTrac was hired to do the delivery. Tracking number D10012770161354, order placed on Nov. 1, arriving to the Spokane WA facility Nov. 5. It is now Nov. 27 and it continues to sit. The facility is 20 mins from my home. I've emailed/called numerous times with responses such as the item will arrive by a certain date (where the date changes daily to match the current date, "to wait", and an inquiry has been filed, just to name a few. When calling the company, they never answer, never a way to leave a message. Your delivery services are beyond ridiculous. How does a package continue to sit at a facility? I'm guessing the merchandise was either lost, damaged, or stolen, for anyone not to know a single thing about where the package really is.

Ordered thur home depot online. They sent it thur Ontrac, original delivery date was 11/12/21. Got delayed, new delivery date 11/13/21, delayed again. New delivery date 11/15/21, delayed again, now delivery date is 11/16/21. Why are they holding my package at the Tacoma, Wa. facility, when my house is less than 15 miles away ? Sounds like its time get rid of the slackers and hire employees who can get the job done.

Currently have three packages supposedly at my local on trac facility. Three weeks in and no resolution no packages. One of the three is a replacement and even that is sitting somewhere in a facility. They are the worst shipper ever. I have spoken to them several times now. Frontline customer service is very nice but totally not capable of doing anything. They have every excuse in the world but no solutions. Seems like the companies that I use would get tired of shipping and re shipping products because the carrier is so incompetent.

My address is 262 Newelton Court, Henderson, NV [protected].

On Monday, 08/25/2021 at 5:08PM-PDT, an "On Trac" delivery van, driven by a male driver wearing shorts, raced into the cul-de-sac in bad (pending storm) weather at approximately 35MPH (residential speed limit 25 MPH) made an abrupt high-speed u-turn at the end of the cul-de-sac and then raced back out.

This was careless, reckless driving endangering not only the "On Trac" driver and the "On Track" delivery van and its contents, but also the homeowners and residents who live here, their vehicles their property, but most importantly their lives and safety and the lives and safety of their families!

"On Trac" should identify the driver involved and provide him with some remedial driving safety instruction and counselling!

"On-Trac" has very poor reviews online, so you probably don't care, and haven't even bothered to read this far. But, if you have...then...THANK YOU.

over the past 6 months I have ordered at least 4 meal packages from a meal delivery service called freshly's and The past 4 times now that I've ordered a package from them, OnTrac has said they delivered my package and it was never delivered. I am fed up with Ontracs gross incompetence. I have packages from amazon delivered frequently and they never ever miss a delivery or deliver the package to the wrong house. Step up your game Ontrac we are Fed up with your [censored].

This is also about Fed X and UPS. These companies will not pay attention to the given address, and addresses posted at the property. They will even give to neighbors after being told not to due to theft by neighbors.
These companies will not follow up they do nothing, often not even file the reports. I don't want to go with the Sherrif but looks like I may have to. They even delivered to the wrong address tires that were sent to a tire company to be mounted only for those tires to be signed for supposedly by an individual then told no such person, no such address matches tire address
This must stop I'd like to file a class action, we know some who take the packages, we know drivers do as well OnTrac says delivered when not will not allow a way to track them. Costly exasperating. To call out a neighbor in their eyes an act of war and they retaliate

I ordered multiple items from Hot Topic and they shipped some items together in separate shipments. Two of the items never showed up. When looking at the tracking information they show delivered on 10/1. I work from home and I know when things are delivered as I get a notification when people are at my door. Also my mail box is locking so not a worry about theft. I reached out to Hot Topic who said I would have to contact OnTrac for the information. This was the email exchange with my personal addresses redacted:

[protected]@ontrac.com
Wed 10/20/2021 3:12 PM
Hello,

Thank you for your email. Our records indicate that your package was delivered to the original address that was provided by the Vendor. Please contact your Vendor for further assistance.
We apologize for any inconvenience.
If you have any further questions or concerns, please reply to this email or call our Customer Care team at [protected].
OnTrac | Web Customer Service
Toll Free [protected]
www.ontrac.com

From: REDACTED
Sent: Fri Oct 15 2021 16:54:43 GMT-0700 (Mountain Standard Time)
To: [protected]@ontrac.com
Subject: [EXTERNAL] Re: Recipient ETA Request for D10012699948388
This Message originated outside your organization.
Hello,

The address is correct, but I never received the package. I have a secured package drop off and I am home all day so when packages do come to the door, I get them immediately. I never received this package. The order I placed with Hot Topic came in several shipments, I received all but this one. This was the only one shipped through ontrac. All the others arrived just fine from fed ex. So yes, I'd like further research done as I do not believe the items were delivered. I have also let the store know that I never received the shipment even though it shows delivered. I wish they would have sent this package fed ex as well at least I know it would have gotten here. I've never ever had problems receiving packages at my house.

From: [protected]@ontrac.com
Sent: Friday, October 15, 2021 1:10 PM
To: REDACTED
Subject: RE: Recipient ETA Request for D10012699948388

Hello,

Thank you for your email. Our records indicate that your package was delivered on 10/01/2021 at 03:56PM to the address REDACTED. If the address is incorrect, please contact your shipper for additional options. If the information is correct, please respond and confirm this address is accurate, so we can further research the request.
We apologize for any inconvenience.
If you have any further questions or concerns, please reply to this email or call our Customer Care team at [protected].
OnTrac | Web Customer Service
Toll Free [protected]
www.ontrac.com

From: info.[protected]@ontrac.com
Sent: Mon Oct 11 2021 09:34:28 GMT-0700 (Mountain Standard Time)
To: [protected]@ontrac.com
Subject: Recipient ETA Request for D10012699948388
10/11/2021
9:34 AM
D10012699948388
Tracy
This package said it was delivered yet I never received. I have checked my locked mail box and my hidden porch for it since it said it was delivered and there was nothing. I'd like my leggings I purchased please.

END OF EMAIL

I already told them I contacted Hot Topic and Hot Topic told me to contact them. This is ridiculous. I am doubtful they ever delivered the items at all. I wrote them back and told them again I had contacted Hot Topic and why tell me they would research if they had 0 intentions of this. I really hope my other purchases are not using this service, I've never had an issue before with fed ex or UPS, but ontrac yes. Awful.

My daughter had ordered some items from fashion nova and your company OnTrac was delivering it. My daughter was tracking her package the whole time and when it said delivered to front porch nothing was there on our front porch we gave the correct address i even spoke with a few of your ontrac customer service employees and of course they couldnt help or solve my issue... Let alone i was on my front porch from 4:20 til about 4:35 because thats when my husband leaves for work and clearly nobody had came to our home with a package and they are claiming they delivered it they confirmed the address with me and it was mine so what the hell is really going on? Somthing needs to be done and also somthing needs to change about your delivery service this is ridiculous.

I had made a decently large purchase from Revzilla this past week. It was split up into quite a few different packages and were being shipped using a few different couriers, including FedEx, UPS & apparently, the dreaded OnTrac. My other packages showed up on time and were left on my doorstep (the ones shipped by FedEx & ups). The only package that seems to have gone missing completely is the large package worth $400 in items which was being handled by OnTrac. It was supposed to have been delivered yesterday but by the end of the day yesterday it finally updated as delayed and would be delivered today. Well, I waited all day for the my package and nobody showed. Finally, at about 7pm I check my tracking # again and it says "Delivered" at 6:23pm today at doorstep. Ohhh no the hell it wasn't! I was home and I have a security camera facing my doorstep out towards the street in front of my house. It detects motion and starts to record. When I went back through the videos of that time frame, nobody so much as stopped near my house. So tell me, how is it that my package was delivered to my doorstep? When I called, the person on the phone said that because it was scanned near my address (within a .2 mile radius I learned), that it counts as being delivered correctly and that I will have to take this up with the company I made the purchase with! What? Why is it their responsibility to fix YOUR mistake, OnTrac? Perhaps because they hired you, OnTrac, to deliver their packages in the first place. With the reputation im seeing I'm quite honestly shocked any businesses is still contracting through them at all. This is insane! We need to come together and create a lawsuit. As well as start making this public news! Share, share, share! Reach out to your news stations, and tell them about the lies, the theft, the HORRIBLE customer service. I'm going to. They've messed with the wrong person. I'm not the one OnTrac.

The incident happened on 10/7/2021 at 2:42 p.m. A driver pulled up to the front of my house, got out, and proceeded to walk up my driveway once she got to the gate surrounding my porch she stopped and threw my package from where she was towards my door then walked off without even thinking twice. This is upsetting to watch someone throw something you trusted them with. Whether the items are $5 or $1000 everything should be handled with care.

Please tell your drivers to deliver the package professionally. They've been delivering my packages outside my garage door. I live in a townhouse here in San Jose California and it's so easy for anyone to steal my items because the package are out in the open. It's not right! PLEASE TELL YOUR DRIVERS TO WALK AND DELIVER IT IN FRONT OF THE HOUSE. It's not that hard. Thanks!

I knew this would happen after my package did not arrive as scheduled last evening. Ontrac tracking stated they never received the item from the shipper (Best Buy). 24 hours after it was supposed to arrive, they magically received the item. By next morning the item was already out for delivery. I work from home and was check delivery updates every hour throughout the day. My room also has a view of the walkway and front door. At 6pm I get a delivery notification that it was delivered at 3pm at my front door. Impossible… My security camera shows no one came to drop off any items either. Trash employees and service. Seems like Im not the only one sharing this. Ontrac Corporate needs to crack down on these low life losers. I will also never order from Best Buy for using these people.

I haven't received the following shipment nor any of my family members. Kindly please cooperate by finding my Package. My tracking number is C11595637028297. I have contacted the best buy and they have advised me to contact ontrac. If there is any evidence, then kindly please provide me or otherwise investigate it properly. I can be contacted through email address. mansoor.[protected]@gmail.com or phone number [protected].

Package marked delivered on 06-2-21 at 6:00 pm. That is a lie! It was not delivered and I have the security video footage to prove it. You did not answer my numerous emails! Your employees do not have the initiative to help the customer locate the package and keep putting them off, telling them the issue will be resolved with in 48 hours, which is a lie!. I have spent over 30 hours, trying to resolve this issue and you do not give a [censored] about my time which is valuable! And WORTHLESS GEORGE B. does nothing but lie to the customers!