After ordering a package where I had to sign for delivery, the company failed to deliver for two days. I ordered something through best buy who contracts with OnTrac in California.
They did not even attempt to deliver to my address or knock on my door. They claimed delivery failed because of a "gate code" (I do not have any gate or any code). The website tells me to contact their support but I struggled to reach them.
After two days, they decided to just give up and give me no status updates.
This company is AWFUL. I ordered from free people about a week ago and got an estimated delivery date as July 8. I was pleasantly surprised to get an email notification that my package was coming early and would be delivered on the 6th. Well ontrac claims there was a delivery attempt made, but there is no evidence of that. I was not contacted when they were here by telephone or by my apartments intercom system. I then spent a ridiculously long time trying to get an actual person to speak to and not an AI bot. When I was finally connected to someone, they either didn't have the transcript of the AI conversation I just had or the wherewithal to read it. Once I got the customer service rep up to speed, they asked for my address, unit number, and building access code. My address and unit number had already been provided when I placed the order and I have never had to give a building access code out in the 5 years I have lived in this building. The customer service rep then told me that delivery drivers don't have to contact the customers when making deliveries and that deliveries happen between 8 am and 9 pm local time. Oh! And now I will have to wait an extra two days for this package to be delivered. I have absolutely no confidence that I will be receiving this package. This company should be ashamed of the business they run. I cannot wait for the day they go out of business.
On Dec 15th at 324 pm my package says it was delivered and signed for by Mark. At 327 I opened my apartment door it wasnt there. I checked the lobby, no packages. Went to my buildings security. No delivery person had arrived at all in the last hour. Checked with neighbors. Checked the package room. No one named Mark lives or works here. Security checked the cameras and no one from OnTrac had approached nor entered the building. I am filing a police report today because this is outrageous. This is clearly fraud.
This is THE worst last mile delivery business without taking responsibilities. Their drivers stealing packages and leaving you out of the item and money. I have 5 cameras at the front of my house and none of it captured any delivery but they claim that my package has been delivered, not able to provide the location where the driver left the package at my house. No picture, nothing. They will tell you: "Our delivery records indicate this package was delivered" and you can't do anything about that. This is a classic legal fraud and scamming business allowed by our great government.
I ordered a package not knowing the carrier was going to be OnTrac. They never deliver packages to the correct address and don't even have a live customer support line. They are a scam and need to be shut down.
This is our 4th experience with ontrac, and unfortunately its ALWAYS the same. They tried to deliver to a business in a business district at 6:48pm in the evening, then posting they didnt have a "code' to the gate. BBB rating 1.3, trustpilot 1.1 sitejabber 1.3 all 3 with well over 5000 reviews! How does this company stay in business? Look at there webpage and follow the money trail!
I have orders shipped to my place of employment all the time so packages are not sitting on my doorstep unattended for hours. This order just so happened to be delivered on a weekend, so of course the office was closed. Any other delivery company I have had experience with would have left a note on the door saying they would try again the next day. It seems OnTrac, who I had never even heard of until this incident, has no such policy. The driver simply left it at the door, which for our office, means it was sitting directly on the sidewalk. Our office is downtown. There are dozens and dozens of people that walk by every hour. Even without the local knowledge that we are just two blocks away from where many people experiencing homelessness gather, common sense would be that leaving a delivery on the sidewalk like that outside a business on the weekend is the wrong judgement call. I would be surprised if the package made it two hours sitting there. There was no chance it was going to make it to Monday. My purchase no doubt quickly made its way to a pawn shop for some fast cash. Neither OnTrac nor the company I ordered from were responsive when I tried contacting them.
There is no way to talk to anyone when you call customer service, they give you an email option which states they will get back to you in two business days….THEY DO NOT. I either never received a reply back or it took weeks before they got back to me. This delivery company is a joke.
They don't even deserve 1 star. They using illiterate people to delivered packets. 2 weeks in a row they delivered my packets from Shein to the same wrong address and I have been living here for 2 years and never had a problem with a delivery to my door. I'm going on a trip and don't have the items I ordered. All they dont give you a refund they will email you and tell you to contact the Comany you ordered from when they are the ones responsible for the stupid drivers they hire.
I received an email on 07/03/2023 at 1:45pm stating that my package was dropped off on 07/01/2023 at 9:47pm at the front door of a business. Guess What package is no where to be found and I had my office pull the camera and they NEVER came to the office. Either you need to follow AMAZON and take PICTURES of drop off packages or get a better GPS system this is crazy second time this happened with this company
OnTrac is terrible at getting your shipments to you. I understand deliveries run late sometimes, but when they go days and sometimes WEEKS without providing any sort of update, is completely unacceptable. At this point I'm sure one of them kept my package for themselves. Please reconsider ordering anything with OnTrac as their only delivery method.
Thank you for contacting the OnTrac Customer Service team. We've received your inquiry and are working hard to process your request.
Expect to hear from us within 2 business days with an update via email. Below are some resources that you may find helpful: Please click "reply" to this email if you'd like to add details to your case Visit https://www.ontrac.com for the latest update on your package status Find answers to the most common tracking questions by visiting our FAQ page at https://www.ontrac.com/support/ Check out NotifyMe on the tracking page at https://www.ontrac.com/tracking/ for text updates on your package. You can be notified when your package is out for delivery, if an attempt is made and when it's delivered. For your reference, here is your case number: 0 Tracking Number: C
Have a great rest of your day, The OnTrac Customer Service Team
(ref:) [ref: ref:_00D412kxbf._5008X2PJRpI:ref]
Jerry To: Customer Service
Fri, Jun 30 at 11:57 AM
I still have not gotten my package, WHY? I have filled outs that form of your 8 times with my email address & phone number. My address is Yuma AZ, ******* is the right address! I am a 71 year old man living in Yuma AZ where the temps today will hit 110 degrees. My package from HOME DEPO is a NewAir 470 CFM, 3 speed Portable Evaporative Cooler and Fan for 250 sq. Ft. Cooling Area. Do you think you are part of the human race by not delivering my package to me, which YOU got PAYED FOR? Nothing from you but this email. So you know how to get hold of me BUT NOTHING!
They marked packaged as delayed for about 2 weeks. After no response from The company after number emails attempts in the third week they went backwards and added a fake deliveredô date so they wouldnt be liable. Trash of a company.
They are terrible. Attempted to deliver my package 4 days in a row to my business after hours and I told them several times we close at 5 pm. The 5th day they just left my package outside at 7:30 pm when the business is closed. This is the 3rd order and the same issue every time. Shut them down.
So irresponsible. Never got my package. They never answer by phone. Their drivers probably do not know how to read or something, as well as they do not have phones to call, so why they do the attempts to deliver if they do not want to deliver a t all? Never order anything with OnTrac. Better save your mental health. Worst delivery ever. They also blame you for their mistakes and problems.
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. ---------------------------------------- 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!
My package was supposed to be delivered yesterday. I sent a message through the website asking for an update as the last update on their website was from Saturday, 6/24. I got an auto reply saying someone will get back to me in 48 hours. This morning, the website says it's at an ontrac location 30 minutes away and there is a "delay"...this is my first experience with this company but I don't think I'll order from the company that used them, again.
So far so good! I've made several purchases with Victoria Secret not realizing OnTrac had so much negative reviews. Since my first purchase till my last about a week good ago, I've had no complaints. I however recently experienced a delay with a package which makes me think if I'll get it. VS has done a replacement however I do have high hopes with a little anxiety that they'll pull through as the agent I chatted promises about delivery delayed for another day or two and I'll be able to return the replacement. I feel bad for everyone who thus far has been having bad experiences with this company. I am however grateful and happy my experience has been positive! With so many negative reviews however I do wish that they look over their errs and fix them so that they can have happy customers and better experiences!
Edit: About my VS package- Delayed delivery then claimed package delivered at front door, no pics, no package, now I can say I've gotten an issue- Had high hopes but it made me disappointed. Other packages arrived great and safe, one just didn't!
Jamas en mi vida pensé que viviría una experiencia tan amarga resulta que desde el día 16 de junio debía recibir mi paquete y estos compañeros pasaron una primera vez la puerta de donde vivo es cerrada por esa razón se fueron y me enviaron una notificación de ponerme en contacto para dejar indicaciones,ese mismo día llame y deje bien claro que lo pusieran fuera de la puerta y según lo traian al otro día yo estuve literalmente en la puerta parado el dia entero y hasta la noche me volvieron a pasar una notificación de que habían pasado y la puerta estaba cerrada cosa que no fue posible primero por que no me movi de el lugar y segundo porque si la indicación era de dejar el paquete fuera ahí debía estar entonces les llame otra vez y me salieron con que la indicacion no estaba clara que ahora si en dos días hábiles también entre en su pagina y puse las indicaciones mas de una vez y todavia cada vez que actualizo me sale como que no e puesto nada les dije y me dijeron que no me preocupara que ya habian escalado mi caso y eso me lo siguieron diciendo una y otra vez en las siguientes dos llamadas les pregunte si tienen donde yo ir a recoger mi articulo y les explique que es el regalo de mi hijo de cumpleaños que ya estaba pasado de fecha y resulta que estos señores no tienen donde ir el cliente a buscar sus artículos entonces intente hablar con un supervisor y me dijeron que me llamaba en dos horas y la llamada nunca me llego hoy volví a llamar y me salio una señora bien grocera que parecia un robot solo me repetía que ese caso estaba ya escalado que ella no sabia cuando me llegaría que tuviera paciencia como si no bastara toda la que e tenido le pedí hablar con alguien que si supiera y me volvió a repetir lo mismo terminando si frase con una despedida como si yo hubiera terminado de hablar le pedí hablar con un supervisor o manager y una vez mas me volvió a repetir lo mismo y me tumbo la llamada incluso con el interprete hablándole en ese momento traduciendo lo que yo le había dicho. Volví a llamar y me salió otra señora pidiéndome los datos nuevamente porque en cada llamada que e echo me los piden para poder saber sobre que caso es solo en eso e perdido mas de 8 horas, resulta que cuando se los di me dijo que el paquete esta parado desde el día 24 que le de las indicaciones para la entrega (parece chiste)no entiendo que me diga eso cuando se supone que ellos tienen todos el mismo sistema a esta señora también le pedí hablar con un supervisor y me dijo que en dos horas me debe llamar a ver si esta vez me llama de verdad.Es una gran falta de respeto esa agencia llena de personas incompetentes y groseras no se la recomiendo a nadie ojalá y se extinguiera cosa que no dudo que suceda con el mal trabajo que hace y ni siquiera tienen un lugar al que uno pueda ir de frente a hacer su reclamación para que no le puedan colgar el teléfono según ellos graban sus llamadas para control y calidad ahí tienen todas las que e echo donde se ve claramente su incompetencia su falta de comunicación y mal funcionamiento y su mal trato a los clientes.Adjunto foto reciente de su pagina pidiéndome la información cuando ya se la e dado miles de veces
I ordered a package of canned dog food. The day it was scheduled to arrive, the On Trac driver Walked to my porch with the package and put it on the porch as expected. Then he turned and walked Toward his car a short distance, turned around, looked at his notes, then he took the package away. At some point, he told his team that he had been turned away at the door. Whether this was his Experience at a prior house with the wrong address, or he lied about that regarding my delivery, I don't know. But I didn't turn him away, and didn't find out about this feigned delivery until I saw it on my Security camera. I called On Trac and the package was going to be returned to the seller due to the Comment that he had been turned away. Fortunately the seller, Chewy, had already shipped a Replacement package, to be delivered to me in 1-2 days, and they had credited me enough to purchase some cans of food until my package arrived. My 3 dogs were depending on that package. Unfortunately, On Trac is also delivering the replacement package. ON TRAC PROVIDES EXCEPTIONALLY POOR SERVICE! I WOULD NEVER, GIVEN THE CHOICE, USE THEM AGAIN.
I work from home and instructions say to leave package a door. An attempt was never made saying "Business is closed" this is not a business but a home. They need to hire people that will actually work and want to deliver the packages. Now I have to sit here 1-2 days for them to attempt again!
They say the are going to deliver my package, then they don't, then they say the will, the don't, I never got my package, and it was an important package
My package was clearly delivered to the wrong house as the delivery photo shows that the delivered house looks nothing like my house. I have emailed and texted Ontrac customer service many times but OnTrac does nothing to resolve other than telling me to reach out to the seller for a refund who does not do as the tracking shows that it was delivered but to the wrong house! I don't understand why such an unaccountable and irresponsible delivery company can be still in business if they can't deliver stuff to the right address -- i am sure that i am not the only one as looking at hundreds of 1/5 star ratings!
Answer:Their employees are stealing packages. I've had zero issues with Amazon, FedEx and ups but Ontrac can't get anything right. They are thieves. File a police report. I'm doing it tomorrow ummm absolutely sick of this company getting away with stealing with no repercussions.
Answer:Agree / we already have the top 3 shipping companies in the city for local ( USA) shipping. Which throwing stealing packages is federal time by law opening someone else's mail. Or maybe that's only for USPS mail. But they should make it for packages as well. If it's not yours or not authorized by the person you cannot open it. Or if you steal it. It's a 250k fine. Or jail time And then say is that worth opening the package?
